HP Color LaserJet Enterprise MFP X677

HP Color LaserJet Enterprise MFP X67755

HP Color LaserJet Enterprise MFP X67765
HP Color LaserJet Enterprise X654
HP Color LaserJet Enterprise X65455
HP Color LaserJet Enterprise X65465

Control Panel Messages Document (CPMD)

www.hp.com/support/colorljX654
www.hp.com/support/colorljX677
 HP Color LaserJet Enterprise X654,
X65455, X65465, MFP X677, MFP X67755,
MFP X67765 - 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 1.2, 11/2023 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 WISE for printer documentation ......................................................................................................................................................... 6

How to search for printer documentation .................................................................................................................................................................. 6
WISE - How to access and use................................................................................................................................................................................. 6

5 Printer service information....................................................................................................................................................................................................... 20

6 Numerical control panel messages.................................................................................................................................................................................... 21

10.WX.YZ error messages ..................................................................................................................................................................................................... 21
10.wx.yz error messages ............................................................................................................................................................................................ 21
10.00.00, 10.01.00, 10.02.00, 10.03.00 Supply problem ........................................................................................................................... 22
10.05.00, 10.06.00, 10.07.00, 10.08.00 Supply memory error or Supply problem .................................................................27
10.0x.0z Supply memory error............................................................................................................................................................................... 29
10.05.00, 10.06.00, 10.07.00, 10.08.00 Supply memory error or Supply problem ................................................................ 34
10.00.10, 10.01.10, 10.02.10, 10.03.10 Supply problem ................................................................................................................................. 35
10.05.10, 10.06.10, 10.07.10, 10.08.10 Supply memory error ...................................................................................................................38
10.00.15, 10.01.15, 10.02.15, 10.03.15 Install <supply> ..................................................................................................................................40
10.05.15, 10.06.15, 10.07.15, 10.08.15 Install <supply> ................................................................................................................................... 41
10.0X.25 Wrong cartridge in <color> slot ...................................................................................................................................................... 42
10.0X.35 Incompatible <supply> .......................................................................................................................................................................... 43
10.0x.57.................................................................................................................................................................................................................................... 45
10.00.59...................................................................................................................................................................................................................................46
10.00.60, 10.01.60, 10.02.60, 10.03.60 <Supply> low .................................................................................................................................46
10.05.60, 10.06.60, 10.07.60, 10.08.60 <Supply> low ..................................................................................................................................47
10.00.69, 10.01.69, 10.02.69, 10.03.69 <Supply> very low ......................................................................................................................48
10.05.69, 10.06.69, 10.07.69, 10.08.69 <Supply> very low ...................................................................................................................... 49
10.00.70, 10.01.70, 10.02.70, 10.03.70 Printing past very low ................................................................................................................. 49
10.05.70, 10.06.70, 10.07.70, 10.08.70 Printing past very low ................................................................................................................50
Prepare to replace the transfer roller (T2) .................................................................................................................................................... 51
10.10.69, 10.10.70 T2 Transfer roller very low ................................................................................................................................................. 52
10.22.15 Install transfer unit ..................................................................................................................................................................................... 53
Prepare to replace the intermediate transfer belt (ITB) ..................................................................................................................... 54

iii
 10.22.70 Transfer Kit Printing past very low ................................................................................................................................................. 55
10.23.15 Install Fuser kit ..............................................................................................................................................................................................56
Prepare to replace the fuser kit ...........................................................................................................................................................................57
10.23.69, 10.23.70, Fuser kit low .............................................................................................................................................................................58
10.31.60 Toner collection unit almost full ....................................................................................................................................................... 59
10.31.69, 10.31.70 Toner collection unit low .................................................................................................................................................... 59
10.99.31 Non-HP supply in use. ..............................................................................................................................................................................60
10.99.34 Used supply in use. ...................................................................................................................................................................................60
10.99.40 Genuine HP supplies installed .........................................................................................................................................................60
10.99.41 Unsupported Supply in use .................................................................................................................................................................60
11.WX.YZ error messages ...................................................................................................................................................................................................... 61
11.* errors................................................................................................................................................................................................................................ 61
11.00.01 or 11.00.02 Internal clock error ............................................................................................................................................................ 61
13.WX.YZ error messages .................................................................................................................................................................................................... 62
13.* errors.............................................................................................................................................................................................................................. 62
13.00.00 .................................................................................................................................................................................................................................69
13.00.EE ...................................................................................................................................................................................................................................70
13.00.FF ....................................................................................................................................................................................................................................71
13.A3.D3 Jam in right door..........................................................................................................................................................................................71
13.A3.D4 Jam in right door........................................................................................................................................................................................85
13.A4.D4 Jam in lower right door ....................................................................................................................................................................... 113
13.AX.FF ................................................................................................................................................................................................................................ 141
13.AA.EE Right Door Open .....................................................................................................................................................................................143
13.AB.EE Right Door Open .....................................................................................................................................................................................143
13.B2.Az Jam in Right door ....................................................................................................................................................................................144
13.B2.D1 Jam in right door........................................................................................................................................................................................157
13.B2.D2 Jam in right door........................................................................................................................................................................................171
13.B2.Dz Jam in right door .....................................................................................................................................................................................188
13.B2.DD Jam in Right Door ..................................................................................................................................................................................195
13.B2.FF Jam in Right door ...................................................................................................................................................................................203
13.B4.Cz ..............................................................................................................................................................................................................................208
13.B9.Az Fuser jam ...................................................................................................................................................................................................... 213
13.B9.Cz ............................................................................................................................................................................................................................... 221
13.B9.Dz .............................................................................................................................................................................................................................. 228
13.B9.FF .............................................................................................................................................................................................................................. 235
13.BA.EE Front Door Open ......................................................................................................................................................................................241
13.D3.Dz ................................................................................................................................................................................................................................241
13.E1.Dz ............................................................................................................................................................................................................................... 248
13.E1.FF ................................................................................................................................................................................................................................ 259
13.E2.Az ................................................................................................................................................................................................................................ 261
13.E2.Dz ..............................................................................................................................................................................................................................266
13.FF.FF .................................................................................................................................................................................................................................270
13.40.Az Jam in top left door .................................................................................................................................................................................271
13.40.Dz Jam in top left door ................................................................................................................................................................................275
13.47.4z Jam in top left door .................................................................................................................................................................................. 281
13.60.A1, 13.60.A2 or 13.60.A3 .............................................................................................................................................................................. 284
13.60.D1, 13.60.D2 or 13.60.D3 .............................................................................................................................................................................296
13.60.5z ...............................................................................................................................................................................................................................305

iv
 13.60.6z ...............................................................................................................................................................................................................................308
13.60.F0 ................................................................................................................................................................................................................................. 311
13.61.A0 or 13.61.A4 Jam in top left door .....................................................................................................................................................320
13.61.D0 or 13.61.D4 Jam in top left door .....................................................................................................................................................330
13.60.A1, 13.60.A2 or 13.60.A3 Jam in top left door ..............................................................................................................................339
13.80.Az Jam in upper right door .....................................................................................................................................................................348
13.80.Dz Jam in upper right door .....................................................................................................................................................................363
13.80.F0 ...............................................................................................................................................................................................................................374
13.83.Az or 13.83.Dz Jam in upper right door ..........................................................................................................................................394
13.83.F0 ...............................................................................................................................................................................................................................402
13.84.Az or 13.84.Dz ....................................................................................................................................................................................................410
13.84.F0 ................................................................................................................................................................................................................................ 421
13.85.A4 or 13.85.F0 Jam in front left door ................................................................................................................................................ 432
13.89.30 Jam in front left door ............................................................................................................................................................................. 441
13.89.31 ................................................................................................................................................................................................................................449
20.WX.YZ and 21.WX.YZ error messages.................................................................................................................................................................457
20.* errors ...........................................................................................................................................................................................................................457
20.00.00 Insufficient memory <device> ......................................................................................................................................................457
21.* errors ............................................................................................................................................................................................................................457
21.00.00 Page Too ComplexEvent log error message 21.00.00. .................................................................................................458
30.WX.YZ error messages (30.* are related to the flatbed scanner).................................................................................................458
30.01.01 ................................................................................................................................................................................................................................458
30.01.06 Scanner Fan Error ..................................................................................................................................................................................461
30.01.08 Home position error .............................................................................................................................................................................463
30.01.14 Scan system EEPROM error ............................................................................................................................................................466
30.01.41 Scanner error ..............................................................................................................................................................................................467
30.01.43 SCB memory failure .............................................................................................................................................................................469
30.01.44 .................................................................................................................................................................................................................................471
30.01.45 Scanner Error To continue turn off then on .........................................................................................................................473
30.01.46 Scanner Error ............................................................................................................................................................................................475
30.01.57 Scanner error..............................................................................................................................................................................................477
30.03.14 ................................................................................................................................................................................................................................478
30.03.20 ..............................................................................................................................................................................................................................479
30.03.22 Scanner failure ........................................................................................................................................................................................480
30.03.23 Scanner failure .........................................................................................................................................................................................481
30.03.30 Scanner Failure ......................................................................................................................................................................................483
30.03.45 Scanner Error To continue turn off then on .......................................................................................................................485
30.04.01 Flatbed Sensor Cable Not Detected ........................................................................................................................................487
30.04.02 Flatbed FFC Cable Not Detected ..............................................................................................................................................488
30.04.03 ADF FFC Cable Disconnected .....................................................................................................................................................489
30.04.04 ADF Motor Cable Disconnected ................................................................................................................................................. 491
30.04.05 ADF Sensor Cable Disconnected ............................................................................................................................................. 492
31.WX.yz error messages..................................................................................................................................................................................................494
31.01.47 Document feeder not detected .....................................................................................................................................................494
31.03.14 ................................................................................................................................................................................................................................ 495
31.03.20 Backside scanner not detected .................................................................................................................................................. 495
31.03.22 Scanner calibration failure ...............................................................................................................................................................497
31.03.30 Document feeder pick motor error ...........................................................................................................................................500

v
 31.03.31 Document feeder motor stall ..........................................................................................................................................................501
31.03.33 Backside scanner calibration area dirty ...............................................................................................................................503
31.03.37 ................................................................................................................................................................................................................................ 507
31.13.00 Document feeder multi-pick error ..............................................................................................................................................509
31.13.01 ..................................................................................................................................................................................................................................527
31.13.02 Jam in document feeder ..................................................................................................................................................................... 545
31.13.13 ..................................................................................................................................................................................................................................563
31.13.14 ..................................................................................................................................................................................................................................568
32.WX.YX error messages .................................................................................................................................................................................................579
32.* errors ...........................................................................................................................................................................................................................579
32.08.A1, 32.08.A2, 32.08.A3 ................................................................................................................................................................................580
32.1C.05 ..............................................................................................................................................................................................................................580
32.1C.06 (event code).................................................................................................................................................................................................580
32.1C.07 (event code) .................................................................................................................................................................................................580
32.1C.08 (event code).................................................................................................................................................................................................580
32.1C.09 (event code)..................................................................................................................................................................................................581
32.1C.0A (event code) .................................................................................................................................................................................................581
32.1C.0D (event code).................................................................................................................................................................................................581
32.1C.11 (event code) ...................................................................................................................................................................................................581
32.1C.13, 32.1C.14 .............................................................................................................................................................................................................581
32.1C.15 ................................................................................................................................................................................................................................ 582
32.1C.2E ............................................................................................................................................................................................................................... 582
32.1C.2F ............................................................................................................................................................................................................................... 582
32.1C.40 .............................................................................................................................................................................................................................. 582
32.1C.41 ................................................................................................................................................................................................................................ 582
32.1C.42 ............................................................................................................................................................................................................................... 582
32.1C.43 ...............................................................................................................................................................................................................................583
32.1C.44 ...............................................................................................................................................................................................................................583
32.1C.45 ...............................................................................................................................................................................................................................583
32.1C.46 ...............................................................................................................................................................................................................................583
32.1C.47 ...............................................................................................................................................................................................................................583
32.1C.48 ...............................................................................................................................................................................................................................584
32.1C.49 ...............................................................................................................................................................................................................................584
32.1C.4A ..............................................................................................................................................................................................................................584
32.1C.56 ..............................................................................................................................................................................................................................584
32.1C.57 ...............................................................................................................................................................................................................................584
32.1C.58 ..............................................................................................................................................................................................................................585
32.1C.60 ..............................................................................................................................................................................................................................585
32.1C.61 ................................................................................................................................................................................................................................585
32.1C.62 ...............................................................................................................................................................................................................................585
32.1C.68 ..............................................................................................................................................................................................................................585
32.1C.69 ...............................................................................................................................................................................................................................585
32.1C.6A ..............................................................................................................................................................................................................................586
32.1C.6D ..............................................................................................................................................................................................................................586
33.WX.YZ error messages ................................................................................................................................................................................................586
33.* errors..........................................................................................................................................................................................................................586
33.01.xx ...............................................................................................................................................................................................................................588
33.02.01 Used board/disk installed .................................................................................................................................................................588

vi
 33.02.02...............................................................................................................................................................................................................................588
33.03.02 ..............................................................................................................................................................................................................................589
33.03.05 EFI Boot error ............................................................................................................................................................................................589
33.04.01 Missing TPM................................................................................................................................................................................................. 591
33.04.05................................................................................................................................................................................................................................ 591
33.05.0z SureStart errors .....................................................................................................................................................................................593
33.05.1x Whitelisting errors ..................................................................................................................................................................................593
33.05.2x Intrusion detection errors ...............................................................................................................................................................594
33.05.5z Intrusion detection errors ...............................................................................................................................................................595
33.06.01................................................................................................................................................................................................................................596
40.WX.YZ error messages ................................................................................................................................................................................................596
40.* errors..........................................................................................................................................................................................................................596
40.00.01 USB I/O buffer overflow To continue, touch “OK” .............................................................................................................597
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................................597
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ................................................................................................................597
40.00.04 EIO [x] bad transmission To continue, touch “OK” ...........................................................................................................597
40.00.05 Embedded I/O bad transmission To continue, touch “OK” .......................................................................................597
40.0x.05 USB storage accessory removed ..............................................................................................................................................597
40.80.04 Failed to read NVRAM .......................................................................................................................................................................598
41.WX.YZ error messages .................................................................................................................................................................................................598
41.01.YZ ................................................................................................................................................................................................................................598
41.02.00 Error .................................................................................................................................................................................................................600
41.03.FZ Unknown Misprint Error ......................................................................................................................................................................601
41.03.YZ Unexpected size in tray <X> ............................................................................................................................................................604
41.04.YZ Printer Error ................................................................................................................................................................................................606
41.05.YZ Unexpected type in tray <X> ...........................................................................................................................................................608
41.07.YZ Misprint Media transport error .....................................................................................................................................................609
42.WX.YZ error messages ................................................................................................................................................................................................. 621
42.* errors ........................................................................................................................................................................................................................... 621
42.B0.01 or 42.B0.02 ................................................................................................................................................................................................... 622
46.WX.YZ error messages ................................................................................................................................................................................................ 623
46.* error messages .................................................................................................................................................................................................. 623
46.00.0x............................................................................................................................................................................................................................... 624
46.00.04 Waste toner transport system failure .................................................................................................................................... 625
46.24.00...............................................................................................................................................................................................................................635
46.24.01 ................................................................................................................................................................................................................................635
46.A1.01 ................................................................................................................................................................................................................................635
47.WX.YZ error messages.................................................................................................................................................................................................636
47.* errors...........................................................................................................................................................................................................................636
47.00.xx ...............................................................................................................................................................................................................................636
47.01.xx .................................................................................................................................................................................................................................637
47.02.xx ................................................................................................................................................................................................................................637
47.03.xx ...............................................................................................................................................................................................................................638
47.04.xx ...............................................................................................................................................................................................................................638
47.05.xx ...............................................................................................................................................................................................................................639
47.06.xx ...............................................................................................................................................................................................................................639
47.FC.yz Printer Calibration Failed To continue, touch “OK” ..........................................................................................................640

vii
 48.WX.YZ error messages................................................................................................................................................................................................. 641
48.* errors........................................................................................................................................................................................................................... 641
49.WX.YZ error messages ................................................................................................................................................................................................ 642
49.XX.YY Error To continue turn off then on ............................................................................................................................................. 642
49.38.07 ...............................................................................................................................................................................................................................643
50.WX.YZ error messages ................................................................................................................................................................................................644
50.* errors..........................................................................................................................................................................................................................644
50.1X.YZ ...............................................................................................................................................................................................................................645
50.2X.YZ .............................................................................................................................................................................................................................648
50.3X.YZ .............................................................................................................................................................................................................................. 651
50.4X.YZ .............................................................................................................................................................................................................................654
50.6X.YZ ..............................................................................................................................................................................................................................657
50.7X.YZ ..............................................................................................................................................................................................................................658
50.8X.YZ ..............................................................................................................................................................................................................................661
50.9X.YZ .............................................................................................................................................................................................................................664
50.AX.YZ ............................................................................................................................................................................................................................. 667
50.BX.YZ .............................................................................................................................................................................................................................669
51.WX.YZ, 52.WX.YZ error messages ..........................................................................................................................................................................672
51.* errors ............................................................................................................................................................................................................................672
51.00.YZ ................................................................................................................................................................................................................................672
52.* errors ...........................................................................................................................................................................................................................673
52.00.00/52.00.20 Scanner Startup/Rotation error ...........................................................................................................................674
53.WX.YZ error messages .................................................................................................................................................................................................675
53.A0.y0 ...............................................................................................................................................................................................................................675
53.A0.y1 ................................................................................................................................................................................................................................676
53.A1.y0 Enter error message .............................................................................................................................................................................676
53.A1.y1..................................................................................................................................................................................................................................677
53.A2.y0 ...............................................................................................................................................................................................................................678
53.A2.y1 ............................................................................................................................................................................................................................... 679
53.B0.0z............................................................................................................................................................................................................................... 679
53.B1.0z ..............................................................................................................................................................................................................................680
53.B2.0z ..............................................................................................................................................................................................................................680
53.B3.0z ..............................................................................................................................................................................................................................681
53.C1.0z Tray "Z" size mismatch. ........................................................................................................................................................................681
54.WX.YZ error messages ................................................................................................................................................................................................682
54.* errors..........................................................................................................................................................................................................................682
54.00.01 / 54.00.03 (event log only) .................................................................................................................................................................683
54.00.06 or 54.00.14 or 54.00.19 (event log only) ...................................................................................................................................684
54.01.05 (event log only) ..........................................................................................................................................................................................686
54.06.21 (event log only) ..........................................................................................................................................................................................688
54.14.00 (event log only) ..........................................................................................................................................................................................689
54.0B.YZ (event log only) .........................................................................................................................................................................................691
54.0C.0Z or 54.0D.0Z (event log only) ...........................................................................................................................................................694
54.0E.YZ (event log only) .........................................................................................................................................................................................696
54.0F.YZ (event log only) .........................................................................................................................................................................................696
54.0X.07 (event log only) .........................................................................................................................................................................................699
54.0X.0B or 54.0X.0C or 54.0X.0D or 54.0X.0E (event log only) .................................................................................................. 700

viii
55.WX.YZ, 56.WX.YZ error messages.........................................................................................................................................................................702
55.* errors...........................................................................................................................................................................................................................702
55.00.01, 55.00.03 or 55.00.04 DC Controller Error ............................................................................................................................ 703
55.00.05 Engine Firmware RFU Error ............................................................................................................................................................ 704
55.01.06, 55.02.06 DC controller error To continue turn off then on ...................................................................................... 704
56.* errors.......................................................................................................................................................................................................................... 705
56.00.YZ .............................................................................................................................................................................................................................. 705
56.00.01 Illegal Input Printer Error ................................................................................................................................................................... 706
57.WX.YZ error messages.................................................................................................................................................................................................. 707
57.* errors............................................................................................................................................................................................................................ 707
57.00.01 Fan failure ...................................................................................................................................................................................................... 707
57.00.02 Fan failure .................................................................................................................................................................................................... 708
57.00.03 Fan failure..................................................................................................................................................................................................... 709
57.00.04 Fan failure ..................................................................................................................................................................................................... 710
58.WX.YZ error messages...................................................................................................................................................................................................711
58.* errors.............................................................................................................................................................................................................................711
58.00.02 Error ..................................................................................................................................................................................................................712
58.00.03 Error ................................................................................................................................................................................................................. 713
58.00.04 Error ................................................................................................................................................................................................................. 713
58.01.04 Error .................................................................................................................................................................................................................. 715
58.02.04 Error ................................................................................................................................................................................................................. 716
59.WX.YZ error messages ................................................................................................................................................................................................. 718
59.* errors ........................................................................................................................................................................................................................... 718
59.00.00 Motor error ................................................................................................................................................................................................. 718
59.00.03 Duplexer paper feed mechanism malfunction ................................................................................................................. 719
59.00.04 Duplex unit malfunction ......................................................................................................................................................................721
59.00.30 or 59.00.40: Fuser error .....................................................................................................................................................................723
59.00.90................................................................................................................................................................................................................................725
59.00.C0 Developer alienation motor abnormality ............................................................................................................................. 727
59.00.F0 Primary transfer roller alienation mechanism failure .................................................................................................729
59.05.50 or 59.05.60 ...................................................................................................................................................................................................733
59.05.90 ...............................................................................................................................................................................................................................735
59.06.50 or 59.06.60 or 59.07.50 or 59.07.60 or 59.08.50 or 59.08.60 .................................................................................... 736
59.06.90 or 59.07.90 or 59.08.90 ....................................................................................................................................................................... 738
59.05.70 or 59.05.80, 59.06.70 or 59.06.80, 59.07.70 or 59.07.80, 59.08.70 or 59.08.80 ................................................739
59.A2.02 ...............................................................................................................................................................................................................................741
59.A3.03 ..............................................................................................................................................................................................................................743
59.A4.04 ..............................................................................................................................................................................................................................744
60.00.0Y, 62.00.00 error messages ............................................................................................................................................................................ 747
60.* errors........................................................................................................................................................................................................................... 747
60.00.0z Error .................................................................................................................................................................................................................. 747
60.01.0z Error....................................................................................................................................................................................................................749
60.10.0z Error.....................................................................................................................................................................................................................751
62.* errors...........................................................................................................................................................................................................................753
62.00.00 No system To continue turn off then on ................................................................................................................................754
64.WX.YZ error messages.................................................................................................................................................................................................754
64.02.01.................................................................................................................................................................................................................................754

ix
 65.WX.YZ error codes .......................................................................................................................................................................................................... 756
65.80.A0 or 65.80.A1 .................................................................................................................................................................................................. 756
66.WX.YZ error messages................................................................................................................................................................................................. 757
66.40.83 Staple/Stacker Failure......................................................................................................................................................................... 757
66.60.18 Staple/Stacker Failure ......................................................................................................................................................................... 760
66.60.1B or 66.60.1D or 66.60.1F Staple/Stacker Failure .................................................................................................................... 767
66.60.1C or 66.60.1E......................................................................................................................................................................................................773
66.80.02 ..............................................................................................................................................................................................................................779
66.80.01 ................................................................................................................................................................................................................................ 787
66.80.02 ............................................................................................................................................................................................................................. 790
66.80.03 ............................................................................................................................................................................................................................. 793
66.80.17 ............................................................................................................................................................................................................................... 796
66.80.23............................................................................................................................................................................................................................... 799
66.80.26 .............................................................................................................................................................................................................................802
66.80.35 Staple/Stacker Failure.........................................................................................................................................................................810
66.C6.11 error ....................................................................................................................................................................................................................818
66.C6.12 error ...................................................................................................................................................................................................................819
80.WX.YZ, 81.WX.YZ error messages.........................................................................................................................................................................820
80.* errors..........................................................................................................................................................................................................................820
81.* errors........................................................................................................................................................................................................................... 822
81.09.00 Error.................................................................................................................................................................................................................. 825
82.WX.YZ error messages ................................................................................................................................................................................................826
82.* errors..........................................................................................................................................................................................................................826
82.73.46, 82.73.47 ..........................................................................................................................................................................................................828
90.WX.YZ error messages................................................................................................................................................................................................829
90.* errors..........................................................................................................................................................................................................................829
90.15.01 ................................................................................................................................................................................................................................829
98.0X.0Y error messages ..................................................................................................................................................................................................831
98.* errors...........................................................................................................................................................................................................................831
98.00.01 or 98.01.00 Corrupt data in firmware volume .....................................................................................................................831
98.00.02 Corrupt data in the solutions volume ..................................................................................................................................... 832
98.00.03 Corrupt data in the configuration volume .......................................................................................................................... 832
98.00.04 Corrupt data in the job data volume .......................................................................................................................................833
99.WX.YZ error messages ................................................................................................................................................................................................833
99.* errors..........................................................................................................................................................................................................................833
99.00.FF...............................................................................................................................................................................................................................834
99.00.01 Upgrade not performed file is corrupt ...................................................................................................................................835
99.00.02 Upgrade not performed timeout during receive ............................................................................................................835
99.00.03 Upgrade not performed error writing to disk ....................................................................................................................835
99.00.04 Upgrade not performed timeout during receive ............................................................................................................ 837
99.00.05 Upgrade not performed timeout during receive ............................................................................................................ 837
99.00.06 Upgrade not performed error reading upgrade .............................................................................................................838
99.00.07 Upgrade not performed error reading upgrade ..............................................................................................................839
99.00.08 Upgrade not performed error reading upgrade .............................................................................................................840
99.00.09 Upgrade canceled by user ............................................................................................................................................................. 842
99.00.10 Upgrade canceled by user .............................................................................................................................................................. 842
99.00.11 Upgrade canceled by user ................................................................................................................................................................ 842

x
 99.00.12 Upgrade not performed the file is invalid .............................................................................................................................. 842
99.00.13 Upgrade not performed the file is invalid ..............................................................................................................................843
99.00.14 Upgrade not performed the file is invalid ..............................................................................................................................843
99.00.2x ..............................................................................................................................................................................................................................843
99.01.xx ...............................................................................................................................................................................................................................844
99.02.01 ...............................................................................................................................................................................................................................844
99.02.09 ..............................................................................................................................................................................................................................845
99.04.62...............................................................................................................................................................................................................................845
99.09.60 Unsupported disk ..................................................................................................................................................................................846
99.09.61 Unsupported disk ...................................................................................................................................................................................846
99.09.62 Unknown disk ...........................................................................................................................................................................................846
99.09.63 Incorrect disk ............................................................................................................................................................................................847
99.09.64 Disk Nonfunctional ...............................................................................................................................................................................847
99.09.65 Disk data error ........................................................................................................................................................................................849
99.09.66 No boot device. .......................................................................................................................................................................................849
99.09.67 Disk is not bootable please download firmware .............................................................................................................. 851
99.39.64 eMMC Nonfunctional .........................................................................................................................................................................853
99.39.67 eMMC Not Bootable ............................................................................................................................................................................854

7 Alphabetical control panel messages...........................................................................................................................................................................856

Alphabetical messages .....................................................................................................................................................................................................856
Accept bad signature ..............................................................................................................................................................................................856
Authentication required .........................................................................................................................................................................................856
Calibration reset pending .....................................................................................................................................................................................856
Canceling...<jobname> ............................................................................................................................................................................................856
Cartridge low ..................................................................................................................................................................................................................857
Cartridge Memory Abnormal .............................................................................................................................................................................857
Cartridge out ..................................................................................................................................................................................................................857
Checking engine ...........................................................................................................................................................................................................857
Checking paper path ................................................................................................................................................................................................857
Chosen personality not available To continue touch “OK” ...........................................................................................................858
Cleaning disk <X> complete Do not power off ......................................................................................................................................858
Cleaning ............................................................................................................................................................................................................................858
Clearing activity log ..................................................................................................................................................................................................858
Clearing event log ......................................................................................................................................................................................................858
Clearing paper path ..................................................................................................................................................................................................859
Close right door ...........................................................................................................................................................................................................859
Close the cartridge access door ....................................................................................................................................................................859
Cooling device ..............................................................................................................................................................................................................860
Data received To print last page press “OK” ...........................................................................................................................................860
Event log is empty ......................................................................................................................................................................................................860
Expected drive missing ..........................................................................................................................................................................................860
External device initializing ....................................................................................................................................................................................860
Fuser Kit low ....................................................................................................................................................................................................................861
Fuser Kit very low To continue, touch “OK” ...............................................................................................................................................862
Gateways failed ...........................................................................................................................................................................................................863
Genuine HP supply installed ...............................................................................................................................................................................863
HP Secure hard drive disabled .........................................................................................................................................................................863
Incompatible <Supply> ...........................................................................................................................................................................................863

xi
 Incompatible supplies .............................................................................................................................................................................................863
Initializing... .......................................................................................................................................................................................................................863
Install supplies ..............................................................................................................................................................................................................864
Internal disk device failure To clear touch “OK” ....................................................................................................................................864
Internal disk device failure To clear touch “OK” ....................................................................................................................................864
Internal disk file operation failed .....................................................................................................................................................................865
Internal disk file system is full ............................................................................................................................................................................865
Internal disk not found ............................................................................................................................................................................................865
Internal disk not functional ..................................................................................................................................................................................865
Internal disk not initialized ....................................................................................................................................................................................866
Internal disk spinning up ........................................................................................................................................................................................866
Loading program <XX> Do not power off ..................................................................................................................................................866
Manually feed output stack Then touch "OK" to print second side .......................................................................................866
Manually feed: <Type><Size> ............................................................................................................................................................................. 867
Moving solenoid To exit press Stop ............................................................................................................................................................... 867
Moving solenoid and motor ................................................................................................................................................................................. 867
No job to cancel ........................................................................................................................................................................................................... 867
NON HP Supply Installed ....................................................................................................................................................................................... 867
Paused… .............................................................................................................................................................................................................................868
Performing Paper Path Test ................................................................................................................................................................................868
Please Wait... ..................................................................................................................................................................................................................868
Printing Configuration... ..........................................................................................................................................................................................868
Printing Demo Page ..................................................................................................................................................................................................868
Printing engine test... ................................................................................................................................................................................................868
Printing Event Log... ....................................................................................................................................................................................................869
Printing File Directory... ...........................................................................................................................................................................................869
Printing Font List... .......................................................................................................................................................................................................869
Printing Help Page... ...................................................................................................................................................................................................869
Printing Menu Map... ..................................................................................................................................................................................................869
Printing stopped... .......................................................................................................................................................................................................869
Printing Supplies Status Page... ........................................................................................................................................................................ 870
Printing Usage Page... .............................................................................................................................................................................................. 870
Processing... .................................................................................................................................................................................................................... 870
Processing... copy <x> of <y> .............................................................................................................................................................................. 870
Processing duplex job Do not grab paper until job completes .................................................................................................. 870
Processing job from tray <x>... Do not grab paper until job completes .................................................................................871
RAM disk device failure To clear press “OK” .............................................................................................................................................871
RAM disk file operation failed To clear press “OK” ...............................................................................................................................871
RAM disk file system is full To clear press “OK” ......................................................................................................................................871
RAM disk is write protected To clear press “OK” ....................................................................................................................................871
Ready .....................................................................................................................................................................................................................................871
Ready <IP Address> ...................................................................................................................................................................................................872
Receiving Upgrade .....................................................................................................................................................................................................872
Remove USB accessory .........................................................................................................................................................................................872
Replace <Supply> ........................................................................................................................................................................................................872
Replace Supplies .........................................................................................................................................................................................................872
Resend external accessory firmware ..........................................................................................................................................................873
Resend Upgrade ...........................................................................................................................................................................................................873
Restore Factory Settings .......................................................................................................................................................................................873

xii
 RFU Load Error Send full RFU on <X> Port .................................................................................................................................................873
ROM disk device failed To clear press “OK” ..............................................................................................................................................874
ROM disk file operation failed To clear press “OK” ..............................................................................................................................874
ROM disk file system is full To clear press “OK” .....................................................................................................................................874
ROM disk is write protected To clear press “OK” ..................................................................................................................................874
Rotating Motor ...............................................................................................................................................................................................................874
Sanitizing disk <X> complete Do Not power off ....................................................................................................................................874
Sleep mode on ...............................................................................................................................................................................................................874
Supplies low .....................................................................................................................................................................................................................875
Supply memory warning .........................................................................................................................................................................................875
The unit has corrupt data ......................................................................................................................................................................................875
Tray <X> empty: [Type], [Size] ...............................................................................................................................................................................876
Tray <X> lifting ................................................................................................................................................................................................................876
Type mismatch Tray <x> ..........................................................................................................................................................................................876
Unsupported drive installed To continue, touch “OK” ........................................................................................................................877
Unsupported tray configuration .......................................................................................................................................................................877
Unsupported USB accessory detected Remove USB accessory ..........................................................................................877
USB accessory not functional ...........................................................................................................................................................................877
USB hubs are not fully supported Some operations may not work properly ..................................................................877
USB is write protected To clear press “OK” ...............................................................................................................................................877
USB needs too much power Remove USB and then turn off and on .....................................................................................878
USB not initialized ........................................................................................................................................................................................................878
USB storage accessory removed Clearing any associated data ...........................................................................................878
USB storage device failure To clear press “OK” ................................................................................................................................... 879
USB storage file operation failed To clear press “OK” ..................................................................................................................... 879
USB storage file system is full To clear press “OK” ............................................................................................................................ 879
Used supply installed To continue, touch “OK” OR Used supply in use ................................................................................ 879
Verifying, Please Wait .............................................................................................................................................................................................. 879
Waiting for tray <x> to lift ......................................................................................................................................................................................880

Index..............................................................................................................................................................................................................................................................881

xiii
1 Document last updated

The following is the last time this document was updated:

Last update: November 2, 2023

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.

Control-panel message types 3

 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.

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.

4 Chapter 3 Control-panel message types

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

Error code System Component System Error Description

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.

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 WISE for printer
documentation

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 7 or Accessing WISE for HP channel partners (CSDP) on page 9.

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 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

Asia Pacific / Japan (APJ)

6 Chapter 4 How to search WISE for printer documentation

 ● 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 4-1 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 HP channel partners (HP Partner Portal)

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

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

 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 4-2 HP Partner Portal sign-in page

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

Figure 4-3 HP Partner Portal home page

3. Select the Technical Support (WISE) item.

Figure 4-4 HP Partner Portal Service & Support page

8 Chapter 4 How to search WISE for printer documentation

 4. Select the Technical Documentation item.

Figure 4-5 HP Partner Portal Technical Support (WISE)page

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

Figure 4-6 WISE portal home page

Accessing WISE for HP channel partners (CSDP)

Learn how to access WISE by accessing the HP Channel Services Delivery Platform (CSDP) if you are an
HP Channel Partner.

IMPORTANT: A Partner Admin must requested access, via the CSDP portal, to create a new user
before you can sign into the CDSP portal.

Accessing WISE for HP channel partners (CSDP) 9

 1. Sign-in to the CSDP portal (click csdp.hp.com to access the sign-in page).

Figure 4-7 CSDP sign-in page

2. On the CSDP home page, click the Knowledge and Training item.

TIP: Use the Knowledge and Training item at the top of the CSDP home page (callout 1), or the
Knowledge and Training action icon (callout 2).

Figure 4-8 CSDP portal home page

1

3. Select HP Technical Documentation on the Knowledge and Training page to open the WISE portal
home page.

Figure 4-9 CSDP portal HP Knowledge and Training page

10 Chapter 4 How to search WISE for printer documentation

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

Figure 4-10 WISE portal home page

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

1. On the WISE home page, click the Error Code Lookup tool icon.

Using WISE to search for error codes 11

 2. Enter a printer model number (for example, M606) in the Error Code Lookup dialog box.

3. 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.

M606

4. Type the error code (for example, 13.b2.d2) in the Error Code Lookup keyword field, and then select
the search icon.

12 Chapter 4 How to search WISE for printer documentation

 5. 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 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.

Search for error codes using the lookup widget 13

 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.

14 Chapter 4 How to search WISE for printer documentation

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.

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

Search for error codes from the WISE home page 15

 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.

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.

16 Chapter 4 How to search WISE for printer documentation

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 Product Detail Page (PDP) 17

 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.

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.

18 Chapter 4 How to search WISE for printer documentation

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.

Play the video:

View a video of how to perform a model number search

Search for videos using the WISE search function 19

 5 Printer service information

Last update: November 2, 2023

Service mode PIN numbers:

● HP Color LaserJet Enterprise X654, X65455, X65465: 10670022

● HP Color LaserJet Enterprise MFP X677, MFP X67755, MFP X67765: 10680022

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.

After the firmware updates, re-enable autosend through the control panel

20 Chapter 5 Printer service information

6 Numerical control panel messages

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

10.WX.YZ error messages

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

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

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

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

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

Recommended action
Follow these troubleshooting steps in the order presented.

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

Numerical control panel messages 21

 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 the transfer kit:

a. Remove and then reinstall the transfer unit.

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

3. For the fuser kit:

a. Remove and then reinstall the fuser.

CAUTION: The fuser might be hot.

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

4. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

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

5. For the document feeder kit:

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

b. Install a new roller kit.

10.00.00, 10.01.00, 10.02.00, 10.03.00 Supply problem

The indicated supplies are not communicating correctly with the printer.

The printer is unable to authenticate the toner cartridge. The toner cartridge is detected but cannot
be authenticated. When this error occurs, a question mark appears on the gas gauge of the supply or
supplies with the error.”

If multiple supplies have this error, a 10.0X.00 error for the first supply detected with the error displays.
After the user resolves the error that corresponds to the first supply, another 10.0X.00 error displays for
the next supply. This continues for all supply memory errors.

● 10.00.00 Black toner cartridge

● 10.01.00 Cyan toner cartridge

● 10.02.00 Magenta toner cartridge

● 10.03.00 Yellow toner cartridge

22 Chapter 6 Numerical control panel messages

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

1. Open the front door and remove the toner cartridge causing the error.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of your cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

NOTE: This printer uses cartridges that have security chips or electronic circuitry. Cartridges
using a non-HP chip or modified or non-HP circuitry may not work, and those that work today may
not work in the future.

Non-HP Chips and modified or non-HP electronic circuitry are not produced or validated by HP.
HP cannot guarantee that these chips or circuitry will work in your printer now or in the future. If
you are using a non-original HP cartridge, please check with your supplier to ensure your cartridge
has an original HP security chip or unmodified HP electronic circuitry.

5. If the error persists, and it is a genuine HP toner cartridge, contact HP customer care by phone for
assistance in resolving the issue at: www.hp.com/go/contactHP.

6. If it is an aftermarket (non-hp) or re-manufactured toner cartridge, return the defective toner

cartridge to the vendor where purchased.

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure the printer is turned on, and then open the front door to remove the toner cartridge that is in
the error state.

NOTE: Toner cartridges that display a “10.0x.11" or "Supply Memory Error” will continue to have this
error if used in different printers.

Dispose or recycle the defective toner cartridge as these toner cartridges cannot be used in any
printer.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of the cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

If authenticity cannot be verified, it might be a refilled or re-manufactured HP cartridge. Tell the

customer to return the toner cartridge to the retailer or vendor where it was purchased and read
the following statement:

NOTE: "This printer is enabled with dynamic security. It is intended to be used only with cartridges
with an original HP chip. Cartridges using a non-HP chip might not work, and those that work today
may not work in the future."

Recommended action for customers 23

 "Refilled or remanufactured supplies that still use an Original HP chip will continue to be accepted
by the printer. If you are using a refilled or remanufactured cartridge and wish to continue to do so,
then you should check with your toner cartridge supplier as to whether or not the cartridge has an
Original HP chip."

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

5. If it is a genuine HP toner cartridge, replace the toner cartridge(s) in the error state with a new
cartridge, and then close the cartridge door. Use the provided list to order the correct part number
for the designated country/region when replacing the cartridge.

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Table 6-1 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-2 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

6. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

7. Wait for the firmware update to complete, and then print a Configuration Page.

8. On the Configuration Page, make sure that the current firmware version installed.

9. Attempt to print and check if the issue persists.

10. If the issue persists, collect the following information and note it in a CDAX case:

a. Type " Supply memory error:10.0x.11" in the case subject.

24 Chapter 6 Numerical control panel messages

 b. Enter the error code and message displayed on the printer control panel.

c. Obtain pictures of the cartridge and with the electrical contact. Attach the pictures in the
CDAX case.

d. Check for defect on the electrical contact of the toner and printer.

e. Check whether the toner used is an HP genuine toner.

f. Ask the customer to provide answers to the following questions:

i. When did the issue begin/start, OOBE? While printing or when idle?

ii. Was there any preceding error or defect prior to this issue?

iii. Were there any parts replaced or software updates prior to this error?

iv. Was the cartridge used in multiple printers?

v. Did this issue happen on set-up cartridge or after market cartridge (trade)?

11. Ensure the information in the CDAX case is valid, and then elevate the case to elevate the case
using your Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: Do Not replace the engine control unit (ECU) or formatter for this issue. If the error persists
after following the steps below, obtain the information requested in step 7, and then escalate the case
to ATS.

1. Ensure the printer is turned on, and then open the front door to remove the toner cartridge that is in
the error state.

NOTE: Toner cartridges that display a “10.0x.11" or "Supply Memory Error” will continue to have this
error if used in different printers.

Dispose or recycle the defective toner cartridge as these toner cartridges cannot be used in any
printer.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of the cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

If authenticity cannot be verified, it might be a refilled or re-manufactured HP cartridge. Tell the

customer to return the toner cartridge to the retailer or vendor where it was purchased and read
the following statement:

NOTE: "This printer is enabled with dynamic security. It is intended to be used only with cartridges
with an original HP chip. Cartridges using a non-HP chip might not work, and those that work today
may not work in the future."

"Refilled or remanufactured supplies that still use an Original HP chip will continue to be accepted
by the printer. If you are using a refilled or remanufactured cartridge and wish to continue to do so,

Recommended action for onsite technicians 25

 then you should check with your toner cartridge supplier as to whether or not the cartridge has an
Original HP chip."

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

5. Ensure the printer has the latest firmware version for your printer model from.

If printer is running the latest version, skip to next main step.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

a. If the latest version of firmware is being install, wait for the firmware update to complete, and
then print a Configuration Page.

b. On the Configuration Page, make sure that the firmware version installed is the one that was
downloaded.

c. Attempt to print and check if the issue persists.

6. If it is a genuine HP toner cartridge, replace the toner cartridge(s) in the error state with a new
cartridge, and then close the cartridge door. Use the provided list to order the correct part number
for the designated country/region when replacing the cartridge.

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Table 6-3 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-4 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

7. If the issue persists, collect the following information and note it in a CDAX case:

26 Chapter 6 Numerical control panel messages

 a. Type " Supply memory error:10.0x.yz" in the case subject.

b. Enter the error code and message displayed on the printer control panel.

c. Obtain pictures of the cartridge and with the electrical contact. Attach the pictures in the
CDAX case.

d. Check for defect on the electrical contact of the toner and printer.

e. Check whether the toner used is an HP genuine toner.

f. Ask the customer to provide answers to the following questions:

i. When did the issue begin/start, OOBE? While printing or when idle?

ii. Was there any preceding error or defect prior to this issue?

iii. Were there any parts replaced or software updates prior to this error?

iv. Was the cartridge used in multiple printers?

v. Did this issue happen on set-up cartridge or after market cartridge (trade)?

8. Ensure the information in the CDAX case is valid, and then elevate the case to elevate the case
using your Standard Support Process.

10.05.00, 10.06.00, 10.07.00, 10.08.00 Supply memory error or

Supply problem
The indicated supplies are not communicating correctly with the printer.

The printer is unable to read the drum cartridge data. The drum cartridge is present but defective.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

If multiple supplies have this error, a 10.0X.Y0 error for the first supply detected with the error displays.
After the user resolves the error that corresponds to the first supply, another 10.0X.00 error displays for
the next supply. This continues for all supply memory errors.

● 10.05.00 Black Imaging Drum

● 10.06.00 Cyan Imaging Drum

● 10.07.00 Magenta Imaging Drum

● 10.08.00 Yellow Imaging Drum

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, contact printer support.

3. Reinstall the imaging drum.

4. Close the front door.

10.05.00, 10.06.00, 10.07.00, 10.08.00 Supply memory error or Supply problem 27

 5. If the message displays again, turn the printer off, then on again.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-5 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-6 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

28 Chapter 6 Numerical control panel messages

10.0x.0z Supply memory error
The indicated supplies are not communicating correctly with the printer.

The printer is unable to authenticate the toner cartridge. The toner cartridge is detected but cannot be
authenticated.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

If multiple supplies have this error, a 10.0x.0z error for the first supply detected with the error displays.
After the user resolves the error that corresponds to the first supply, another 10.0z.0y error displays for
the next supply. This continues for all supply memory errors.

10.0x.0z

x = Toner cartridge color.

● 0 - Black toner cartridge

● 1 - Cyan toner cartridge

● 2 - Magenta toner cartridge

● 3 - Yellow toner cartridge

z = error and can be any number from 1-3 or 5-8.

Examples:

● 10.00.01, 10.00.02, 10.00.05 Black toner cartridge

● 10.01.02, 10.01.03, 10.01.07 Cyan toner cartridge

● 10.02.02, 10.02.05, 10.02.06 Magenta toner cartridge

● 10.03.03, 10.03.05, 10.03.08 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the toner cartridge causing the error.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of your cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

NOTE: This printer uses cartridges that have security chips or electronic circuitry. Cartridges
using a non-HP chip or modified or non-HP circuitry may not work, and those that work today may
not work in the future.

Non-HP Chips and modified or non-HP electronic circuitry are not produced or validated by HP.
HP cannot guarantee that these chips or circuitry will work in your printer now or in the future. If
you are using a non-original HP cartridge, please check with your supplier to ensure your cartridge
has an original HP security chip or unmodified HP electronic circuitry.

10.0x.0z Supply memory error 29

 5. If the error persists, and it is a genuine HP toner cartridge, contact HP customer care by phone for
assistance in resolving the issue at: www.hp.com/go/contactHP.

6. If it is an aftermarket (non-hp) or re-manufactured toner cartridge, return the defective toner

cartridge to the vendor where purchased.

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure the printer is turned on, and then open the front door to remove the toner cartridge that is in
the error state.

NOTE: Toner cartridges that display a “10.0x.11" or "Supply Memory Error” will continue to have this
error if used in different printers.

Dispose or recycle the defective toner cartridge as these toner cartridges cannot be used in any
printer.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of the cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

If authenticity cannot be verified, it might be a refilled or re-manufactured HP cartridge. Tell the

customer to return the toner cartridge to the retailer or vendor where it was purchased and read
the following statement:

NOTE: "This printer is enabled with dynamic security. It is intended to be used only with cartridges
with an original HP chip. Cartridges using a non-HP chip might not work, and those that work today
may not work in the future."

"Refilled or remanufactured supplies that still use an Original HP chip will continue to be accepted
by the printer. If you are using a refilled or remanufactured cartridge and wish to continue to do so,
then you should check with your toner cartridge supplier as to whether or not the cartridge has an
Original HP chip."

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

5. If it is a genuine HP toner cartridge, replace the toner cartridge(s) in the error state with a new
cartridge, and then close the cartridge door. Use the provided list to order the correct part number
for the designated country/region when replacing the cartridge.

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Table 6-7 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

30 Chapter 6 Numerical control panel messages

 Table 6-7 X654 managed printer series toner cartridges (continued)

Printer Compatibility Description Product number

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-8 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

6. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

7. Wait for the firmware update to complete, and then print a Configuration Page.

8. On the Configuration Page, make sure that the current firmware version installed.

9. Attempt to print and check if the issue persists.

10. If the issue persists, collect the following information and note it in a CDAX case:

a. Type " Supply memory error:10.0x.11" in the case subject.

b. Enter the error code and message displayed on the printer control panel.

c. Obtain pictures of the cartridge and with the electrical contact. Attach the pictures in the
CDAX case.

d. Check for defect on the electrical contact of the toner and printer.

e. Check whether the toner used is an HP genuine toner.

f. Ask the customer to provide answers to the following questions:

i. When did the issue begin/start, OOBE? While printing or when idle?

ii. Was there any preceding error or defect prior to this issue?

iii. Were there any parts replaced or software updates prior to this error?

iv. Was the cartridge used in multiple printers?

v. Did this issue happen on set-up cartridge or after market cartridge (trade)?

Recommended action for call-center agents 31

 11. Ensure the information in the CDAX case is valid, and then elevate the case to elevate the case
using your Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: Do Not replace the engine control unit (ECU) or formatter for this issue. If the error persists
after following the steps below, obtain the information requested in step 7, and then escalate the case
to ATS.

1. Ensure the printer is turned on, and then open the front door to remove the toner cartridge that is in
the error state.

NOTE: Toner cartridges that display a “10.0x.11" or "Supply Memory Error” will continue to have this
error if used in different printers.

Dispose or recycle the defective toner cartridge as these toner cartridges cannot be used in any
printer.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of the cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

If authenticity cannot be verified, it might be a refilled or re-manufactured HP cartridge. Tell the

customer to return the toner cartridge to the retailer or vendor where it was purchased and read
the following statement:

NOTE: "This printer is enabled with dynamic security. It is intended to be used only with cartridges
with an original HP chip. Cartridges using a non-HP chip might not work, and those that work today
may not work in the future."

"Refilled or remanufactured supplies that still use an Original HP chip will continue to be accepted
by the printer. If you are using a refilled or remanufactured cartridge and wish to continue to do so,
then you should check with your toner cartridge supplier as to whether or not the cartridge has an
Original HP chip."

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

5. Ensure the printer has the latest firmware version for your printer model from.

If printer is running the latest version, skip to next main step.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

a. If the latest version of firmware is being install, wait for the firmware update to complete, and
then print a Configuration Page.

b. On the Configuration Page, make sure that the firmware version installed is the one that was
downloaded.

c. Attempt to print and check if the issue persists.

32 Chapter 6 Numerical control panel messages

6. If it is a genuine HP toner cartridge, replace the toner cartridge(s) in the error state with a new
cartridge, and then close the cartridge door. Use the provided list to order the correct part number
for the designated country/region when replacing the cartridge.

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Table 6-9 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-10 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

7. If the issue persists, collect the following information and note it in a CDAX case:

a. Type " Supply memory error:10.0x.yz" in the case subject.

b. Enter the error code and message displayed on the printer control panel.

c. Obtain pictures of the cartridge and with the electrical contact. Attach the pictures in the
CDAX case.

d. Check for defect on the electrical contact of the toner and printer.

e. Check whether the toner used is an HP genuine toner.

f. Ask the customer to provide answers to the following questions:

i. When did the issue begin/start, OOBE? While printing or when idle?

ii. Was there any preceding error or defect prior to this issue?

iii. Were there any parts replaced or software updates prior to this error?

iv. Was the cartridge used in multiple printers?

Recommended action for onsite technicians 33

 v. Did this issue happen on set-up cartridge or after market cartridge (trade)?

8. Ensure the information in the CDAX case is valid, and then elevate the case to elevate the case
using your Standard Support Process.

10.05.00, 10.06.00, 10.07.00, 10.08.00 Supply memory error or

Supply problem
The indicated supplies are not communicating correctly with the printer.

The printer is unable to authenticate the toner cartridge. The toner cartridge is detected but cannot be
authenticated.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

10.0x.0z

x = Drum cartridge color.

● 5 - Black toner cartridge

● 6 - Cyan toner cartridge

● 7 - Magenta toner cartridge

● 8 - Yellow toner cartridge

z = error and can be any number from 1-3 or 5-8.

Examples:

● 10.05.01, 10.05.02, 10.05.05 Black toner cartridge

● 10.06.02, 10.06.03, 10.06.07 Cyan toner cartridge

● 10.07.02, 10.07.05, 10.07.06 Magenta toner cartridge

● 10.08.03, 10.08.05, 10.08.08 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, contact printer support.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

34 Chapter 6 Numerical control panel messages

 1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-11 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-12 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

10.00.10, 10.01.10, 10.02.10, 10.03.10 Supply problem

The printer is unable to read the toner cartridge data. The toner cartridge is present but defective.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

Recommended action for onsite technicians 35

 If multiple supplies have this error, a 10.0x.10 error for the first supply detected with the error displays.
After the user resolves the error that corresponds to the first supply, another 10.0x.10 error displays for
the next supply. This continues for all supplies memory errors.

● 10.00.10 Black toner cartridge

● 10.01.10 Cyan toner cartridge

● 10.02.10 Magenta toner cartridge

● 10.03.10 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the toner cartridge causing the error.

2. Reinstall the toner cartridge.

3. Close the front door. If the message reappears, turn the printer off, and then on.

4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of your cartridges,
go to hp.com/go/anticounterfeit and enter the serial number from the security label.

NOTE: This printer uses cartridges that have security chips or electronic circuitry. Cartridges
using a non-HP chip or modified or non-HP circuitry may not work, and those that work today may
not work in the future.

Non-HP Chips and modified or non-HP electronic circuitry are not produced or validated by HP.
HP cannot guarantee that these chips or circuitry will work in your printer now or in the future. If
you are using a non-original HP cartridge, please check with your supplier to ensure your cartridge
has an original HP security chip or unmodified HP electronic circuitry.

5. If the error persists, and it is a genuine HP toner cartridge, contact HP customer care by phone for
assistance in resolving the issue at: www.hp.com/go/contactHP.

6. If it is an aftermarket (non-hp) or re-manufactured toner cartridge, return the defective toner

cartridge to the vendor where purchased.

NOTE: Service or repairs that are required as a result of using unsupported supplies is not
covered under HP warranty.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected toner cartridge.

2. Check if it is a genuine HP cartridge. Get the purchase order to track the source if it looks
suspicious.

3. Check the supplies memory chip. If it is damaged, replace the toner cartridge.

4. Reinstall the toner cartridge.

5. Close the front door.

6. If the message displays again, turn the printer off, then on again.

36 Chapter 6 Numerical control panel messages

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

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Table 6-13 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-14 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected toner cartridge.

2. Check if it is a genuine HP cartridge. Get the purchase order to track the source if it looks
suspicious.

3. Check the supplies memory chip. If it is damaged, replace the toner cartridge.

4. Reinstall the toner cartridge.

5. Close the front door.

6. If the message displays again, turn the printer off, then on again.

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

NOTE: Do not replace all the four toner cartridges. Make sure to replace only the affected toner
cartridge.

Recommended action for onsite technicians 37

 Table 6-15 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-16 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

8. If this message occurs after a service, it's possible that there is a bad connection on the DCC,
carefully check that there are no bent pins on the DCC connectors.

9. If the toner cartridge does not resolve the issue, the sensor on the engine side could be damaged
or dislodged. Elevate to the case using your standard support process.

10.05.10, 10.06.10, 10.07.10, 10.08.10 Supply memory error

The printer is unable to read the toner cartridge data. The toner cartridge is present but defective.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

If multiple supplies have this error, a 10.0X.10 error for the first supply detected with the error displays.
After the user resolves the error that corresponds to the first supply, another 10.0X.Y0 error displays for
the next supply. This continues for all supplies memory errors.

● 10.05.10 Black imaging drum

● 10.06.10 Cyan imaging drum

● 10.07.10 Magenta imaging drum

● 10.08.10 Yellow imaging drum

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

38 Chapter 6 Numerical control panel messages

 2. Check the supplies memory chip. If it is damaged, contact printer support.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-17 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front door and remove the suspected imaging drum.

2. Check the supplies memory chip. If it is damaged, replace the imaging drum.

3. Reinstall the imaging drum.

4. Close the front door.

5. If the message displays again, turn the printer off, then on again.

6. If the error persists, replace the imaging drum.

Table 6-18 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

Recommended action for call-center agents 39

 Table 6-18 Image drum parts (continued)

Description Part Number

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

10.00.15, 10.01.15, 10.02.15, 10.03.15 Install <supply>

A supply is either not installed or not correctly installed in the printer.

The 10.0X.15 is an event log only message, it will not show on the control panel. The only message to
display will be Install <Supply>.

● 10.00.15 Black toner cartridge (event code)

● 10.01.15 Cyan toner cartridge (event code)

● 10.02.15 Magenta toner cartridge (event code)

● 10.03.15 Yellow toner cartridge (event code)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Replace or reinstall the toner cartridge correctly to continue printing.

2. If a correct toner cartridge is installed and the error persists, please contact customer support at:
www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Replace or reinstall the toner cartridge correctly to continue printing.

Table 6-19 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd LaserJet W9263MC

Toner Cartridge (SFP)

40 Chapter 6 Numerical control panel messages

 Table 6-20 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace or reinstall the toner cartridge correctly to continue printing.

Table 6-21 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd LaserJet W9263MC

Toner Cartridge (SFP)

Table 6-22 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

10.05.15, 10.06.15, 10.07.15, 10.08.15 Install <supply>

A supply is either not installed or not correctly installed in the printer.

The 10.XX.15 is an event log only message, it will not show on the control panel. The only message to
display will be Install <Supply>.

● 10.05.15 Black imaging drum (event code)

● 10.06.15 Cyan imaging drum (event code)

Recommended action for onsite technicians 41

 ● 10.07.15 Magenta imaging drum (event code)

● 10.08.15 Yellow imaging drum (event code)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Replace or reinstall the imaging drum correctly to continue printing.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Replace or reinstall the imaging drum correctly to continue printing.

Table 6-23 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace or reinstall the imaging drum correctly to continue printing.

Table 6-24 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

10.0X.25 Wrong cartridge in <color> slot

The printer displays this message when a toner cartridge is installed in the wrong slot.

The 10.XX.25 is an event log only message, it will not show on the control panel. The only message to
display will be Wrong cartridge in <color> slot .

The indicated cartridge is installed in the wrong position:

● 10.00.25 Black toner cartridge (event code)

42 Chapter 6 Numerical control panel messages

 ● 10.01.25 Cyan toner cartridge (event code)

● 10.02.25 Magenta toner cartridge (event code)

● 10.03.25 Yellow toner cartridge (event code)

Recommended action
■ Reinstall the toner cartridges in the correct slots.

From left to right, the toner cartridges should be installed in this order:

● Yellow

● Magenta

● Cyan

● Black

10.0X.35 Incompatible <supply>

The printer displays this message when the indicated supply is not compatible with this printer.

The 10.XX.35 is an event log only message, it will not show on the control panel. The only message to
display will be Incompatible <supply> .

● 10.00.35 Black toner cartridge (event code)

● 10.01.35 Cyan toner cartridge (event code)

● 10.02.35 Magenta toner cartridge (event code)

● 10.03.35 Yellow toner cartridge (event code)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Install a supply that is designed for this printer.

Table 6-25 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Recommended action 43
 Table 6-26 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet HP W9273MC Magenta Mngd LaserJet
Toner Cartridge (MFP) Toner Cartridge (MFP)

2. If you believe that a new genuine HP supply was purchased, go to

https://www.hp.com/go/anticounterfeit to verify

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Install a supply that is designed for this printer.

Table 6-27 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-28 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

2. If customer believes they purchased a new genuine HP supply, direct them to

https://www.hp.com/go/anticounterfeit to verify

44 Chapter 6 Numerical control panel messages

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

1. Install a supply that is designed for this printer.

Table 6-29 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd W9263MC

LaserJet Toner Cartridge (SFP)

Table 6-30 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

2. If customer believes they purchased a new genuine HP supply, direct them to

https://www.hp.com/go/anticounterfeit to verify

NOTE: This message could appear if a managed toner cartridge is installed in a standard
transactional printer.

Contractual cartridges (MC) are only compatible with the Managed printer models.

10.0x.57
A cartridge that has been protected using the Cartridge Protection feature has been detected.

The printer detected a toner or drum cartridge that has been cartridge protected in another printer.

● 10.00.57 - Black toner cartridge

● 10.01.57 - Cyan toner cartridge

● 10.02.57 - Magenta toner cartridge

● 10.03.57 - Yellow toner cartridge

● 10.05.57 - Black drum cartridge

Recommended action for onsite technicians 45

 ● 10.06.57 - Cyan drum cartridge

● 10.07.57 - Magenta drum cartridge

● 10.08.57 - Yellow drum cartridge

Recommended action
■ Use a new cartridge that has not been protected in another printer.

10.00.59
Black cartridge has been replaced with non-new cartridge

This is an Event Log Only message.

Recommended action
There is no action needed for this message.

■ No action necessary.

10.00.60, 10.01.60, 10.02.60, 10.03.60 <Supply> low

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

The 10.0x.60 is an event log only message, it will not show on the control panel. The only message to
display will be <Supply> low.

● 10.00.60 Black toner cartridge (event code)

● 10.01.60 Cyan toner cartridge (event code)

● 10.02.60 Magenta toner cartridge (event code)

● 10.03.60 Yellow toner cartridge (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

Table 6-31 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

46 Chapter 6 Numerical control panel messages

 Table 6-31 X654 managed printer series toner cartridges (continued)

Printer Compatibility Description Product number

X654 series only HP W9263MC Magenta Mngd LaserJet W9263MC

Toner Cartridge (SFP)

Table 6-32 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

10.05.60, 10.06.60, 10.07.60, 10.08.60 <Supply> low

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

The 10.XX.60 is an event log only message, it will not show on the control panel. The only message to
display will be <Supply> low.

● 10.05.60 Black imaging drum (event code)

● 10.06.60 Cyan imaging drum (event code)

● 10.07.60 Magenta imaging drum (event code)

● 10.08.60 Yellow imaging drum (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

Table 6-33 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

10.05.60, 10.06.60, 10.07.60, 10.08.60 <Supply> low 47

 10.00.69, 10.01.69, 10.02.69, 10.03.69 <Supply> very low
The printer indicates when a supply level is very low. Actual toner cartridge life might vary. You do not
need to replace the toner cartridge at this time unless the print quality is no longer acceptable.

The 10.0x.69 is an event log only message, it will not show on the control panel. The only message to
display will be <Supply> very low .

● 10.00.69 Black toner cartridge very low (event code)

● 10.01.69 Cyan toner cartridge very low (event code)

● 10.02.69 Magenta toner cartridge very low (event code)

● 10.03.69 Yellow toner cartridge very low (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

■ If the print quality is no longer acceptable, the customer must order and pay for a new toner
cartridge.

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.

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

Table 6-34 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd LaserJet W9263MC

Toner Cartridge (SFP)

Table 6-35 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

48 Chapter 6 Numerical control panel messages

10.05.69, 10.06.69, 10.07.69, 10.08.69 <Supply> very low
The printer indicates when a supply level is very low. Actual imaging drum life might vary. You do not need
to replace the imaging drum at this time unless the print quality is no longer acceptable.

The 10.XX.69 is an event log only message, it will not show on the control panel. The only message to
display will be <Supply> very low .

● 10.05.69 Black imaging drum very low (event code)

● 10.06.69 Cyan imaging drum very low (event code)

● 10.07.69 Magenta imaging drum very low (event code)

● 10.08.69 Yellow imaging drum very low (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

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.

Advise the customer that HP recommends that they have replacement supplies available to install
when the print quality is no longer acceptable.

Table 6-36 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

10.00.70, 10.01.70, 10.02.70, 10.03.70 Printing past very low

The printer indicates when one of the supplies is printing past very low state. The actual remaining
supply life might vary. You do not need to replace the toner cartridge at this time unless the print quality
is no longer acceptable.

The 10.0x.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message <Supply> very low.

● 10.00.70 Black toner cartridge (event code)

● 10.01.70 Cyan toner cartridge (event code)

● 10.02.70 Magenta toner cartridge (event code)

● 10.03.70 Yellow toner cartridge (event code)

10.05.69, 10.06.69, 10.07.69, 10.08.69 <Supply> very low 49

 Recommended action
Follow these troubleshooting steps in the order presented.

■ If the print quality is no longer acceptable, the customer must order and pay for a new toner
cartridge.

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.

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

Table 6-37 X654 managed printer series toner cartridges

Printer Compatibility Description Product number

X654 series only HP W9260MC Black Mngd LaserJet W9260MC

Toner Cartridge (SFP)

X654 series only HP W9261MC Cyan Mngd LaserJet W9261MC

Toner Cartridge (SFP)

X654 series only HP W9262MC Yellow Mngd LaserJet W9262MC

Toner (SFP)

X654 series only HP W9263MC Magenta Mngd LaserJet W9263MC

Toner Cartridge (SFP)

Table 6-38 X677 Managed printer series toner cartridges

Printer Compatibility Description Product number

X677 MFP series only HP W9270MC Black Mngd LaserJet W9270MC

Toner Cartridge (MFP)

X677 MFP series only HP W9271MC Cyan Mngd LaserJet W9271MC

Toner Cartridge (MFP)

X677 MFP series only HP W9272MC Yellow Mngd LaserJet W9272MC

Toner (MFP)

X677 MFP series only HP W9273MC Magenta Mngd LaserJet W9273MC

Toner Cartridge (MFP)

10.05.70, 10.06.70, 10.07.70, 10.08.70 Printing past very low

The printer indicates when one of the supplies is printing past very low state. The actual remaining
supply life might vary. You do not need to replace the imaging drum at this time unless the print quality is
no longer acceptable.

The 10.XX.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message <Supply> very low.

● 10.05.70 Black imaging drum (event code)

● 10.06.70 Cyan imaging drum (event code)

● 10.07.70 Magenta imaging drum (event code)

● 10.08.70 Yellow imaging drum (event code)

50 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

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

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.

Advise the customer that HP recommends that they have replacement supplies available to install
when the print quality is no longer acceptable.

Table 6-39 Image drum parts

Description Part Number

HP W9280MC Black Mngd Imaging Drum W9280MC

HP W9281MC Cyan Mngd Imaging Drum W9281MC

HP W9282MC Yellow Mngd Imaging Drum W9282MC

HP W9283MC Magenta Mngd Imaging Drum W9283MC

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

Prepare to replace the transfer roller (T2)

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

Recommended action for customer

Follow these troubleshooting steps in the order presented.

1. The indicated supply is either low or very low and needs to be replaced.

2. For assistance, 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. The transfer roller is nearing its end of life. Be ready to replace the transfer roller in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the print quality is
no longer acceptable or the supply reaches the end of life.

2. If print quality is unacceptable, replace the transfer kit.

NOTE: This error should coincide with a 10.22.60 Transfer kit low.

The transfer roller and transfer belt are part of the transfer kit and should be replaced together
when low.

Recommended action 51
 a. If only the transfer roller needs to be replaced, open the right side cover.

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

Part number: HP LaserJet Managed Trans Roller Kit - 527H1MC

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.

c. Close the right side cover.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. The transfer roller is nearing its end of life. Be ready to replace the transfer roller in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the print quality is
no longer acceptable or the supply reaches the end of life.

2. If print quality is unacceptable, replace the transfer kit.

NOTE: This error should coincide with a 10.22.60 Transfer kit low.

The transfer roller and transfer belt are part of the transfer kit and should be replaced together
when low.

a. If only the transfer roller needs to be replaced, open the right door.

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

Part number: HP LaserJet Managed Trans Roller Kit - 527H1MC

For instructions: Remove and replace: Secondary transfer roller kit See the Repair Service
Manual for this product.

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.

c. Close the right door.

10.10.69, 10.10.70 T2 Transfer roller very low

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

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

● 10.10.69 - T2 transfer roller very low

● 10.10.70 - Printing past T2 transfer roller very low

Recommended action for customer

Follow these troubleshooting steps in the order presented.

1. The indicated supply is either low or very low and needs to be replaced.

52 Chapter 6 Numerical control panel messages

 2. For assistance, 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.

■ Replace the transfer kit or T2 transfer roller.

NOTE: This error should coincide with a 10.22.69/70 Transfer kit very low.

The transfer roller and transfer belt are part of the transfer kit and should be replaced together
when low.

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.

a. Open the right side cover.

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

Part number: HP LaserJet Managed Trans Roller Kit - 527H1MC

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.

c. Close the right side cover.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace the transfer kit or T2 transfer roller.

NOTE: This error should coincide with a 10.22.69/70 Transfer kit very low.

The transfer roller and transfer belt are part of the transfer kit and should be replaced together
when low.

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.

a. Open the right side cover.

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

Part number: HP LaserJet Managed Trans Roller Kit - 527H1MC

For instructions: Removal and replacement: Secondary transfer roller See the Repair Service
Manual for this product.

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.

c. Close the right side cover.

10.22.15 Install transfer unit

The intermediate transfer unit (ITB) has been removed or is installed incorrectly.

Recommended action for call-center agents 53

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

1. Install the ITB. If it is already installed, remove the ITB and then reinstall it.

2. If the transfer kit has been reinstalled and the message still appears, 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. Install the ITB. If it is already installed, remove the ITB and then reinstall it.

2. If the transfer kit has been reinstalled and the message still appears, replace the ITB.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Install the ITB. If it is already installed, remove the ITB and then reinstall it.

2. If the transfer kit has been reinstalled and the message still appears, replace the ITB.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Transfer belt kit roller See the Repair Service Manual
for this product.

3. If the error persists check the printer interlock for the transfer belt.

Prepare to replace the intermediate transfer belt (ITB)

The printer indicates when a supply level is low or very low.

Recommended action for customer

Follow these troubleshooting steps in the order presented.

1. The indicated supply is either low or very low and needs to be replaced.

2. For assistance, 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. The transfer kit is nearing its end of life. Be ready to replace the transfer kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the print quality is
no longer acceptable or the supply reaches the end of life.

54 Chapter 6 Numerical control panel messages

 2. Replace the transfer kit when print quality becomes unacceptable.

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.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. The transfer kit is nearing its end of life. Be ready to replace the transfer kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the print quality is
no longer acceptable or the supply reaches the end of life.

2. Replace the transfer kit when print quality becomes unacceptable.

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.

HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Remove and replace: Image transfer belt (ITB) See the Repair Service Manual for
this product.

10.22.70 Transfer Kit Printing past very low

The printer indicates when a supply level is very low.

The 10.WX.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message <Supply> very low.

Recommended action for customer

Follow these troubleshooting steps in the order presented.

1. The indicated supply is either low or very low and needs to be replaced.

2. For assistance, 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.

■ Replace the image transfer belt kit.

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.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Recommended action for onsite technicians 55

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

■ Replace the image transfer belt kit.

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.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Transfer belt kit roller See the Repair Service Manual for
this product.

10.23.15 Install Fuser kit

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove, and then reinstall the fuser. Ensure that the fuser is correctly seated.

CAUTION: The fuser might be hot.

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove, and then reinstall the fuser. Ensure that the fuser is correctly seated.

CAUTION: The fuser might be hot.

2. Check the connector between the fuser and the fuser drive assembly. If the fuser connector
is damaged, replace the fuser. If the printer side connector is damaged replace the fuser drive
assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
Fixing drive assembly - RM2-4487-000CN

3. If the error persists, and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove, and then reinstall the fuser. Ensure that the fuser is correctly seated.

CAUTION: The fuser might be hot.

56 Chapter 6 Numerical control panel messages

 2. Check the connector between the fuser and the fuser drive assembly. If the fuser connector
is damaged, replace the fuser. If the printer side connector is damaged replace the fuser drive
assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.
Fixing drive assembly - RM2-4487-000CN
For instructions: See the Repair Service Manual for this product.

3. If the error persists, and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

Prepare to replace the fuser kit

The printer indicates when a supply level is low.

This is a warning to alert the user to order a new fuser. This is not a hard stop and they printer will still be
available to be used.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. For assistance, 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. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. A new fuser kit should be ordered before the printer reaches a hard stop.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Prepare to replace the fuser kit 57

 1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the supply reaches
the end of life.

2. A new fuser kit should be ordered before the printer reaches a hard stop.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
`For instructions: Remove and replace: Fuser Kit
See the Repair Service Manual for this product.

10.23.69, 10.23.70, Fuser kit low

The 10.23.69, 10.23.70 are event log only message, it will not show on the control panel. The only message
to display will be a warning message Fuser very low.

The printer indicates when the fuser kit is at its estimated end of life. The actual life remaining might be
different than the estimation.

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. For assistance, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. If the print quality is no longer acceptable, the customer must order and pay for a replacement
fuser kit.

CAUTION: The fuser might be hot.

2. Replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

58 Chapter 6 Numerical control panel messages

 1. If the print quality is no longer acceptable, the customer must order and pay for a replacement
fuser kit.

CAUTION: The fuser might be hot.

NOTE: HP recommends to have replacement supplies available to install when the print quality is
no longer acceptable.

2. Open the right door.

3. Grasp the fuser handles, squeeze the release levers, lift up slightly, and then pull straight out to
remove the fuser.

4. Install the replacement fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

10.31.60 Toner collection unit almost full

The toner collection unit is almost full.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Order a new toner collection unit before the printer hits a hard stop condition due to the toner
collection unit being full.

2. Replace the toner collection unit.

HP LaserJet Toner collection unit (TCU) - 527F9A

For instructions: Removal and replacement: Toner collection unit (TCU) See the Repair Service
Manual for this product.

10.31.69, 10.31.70 Toner collection unit low

The 10.31.69 and 10.31.70 are event log only message, it will not show on the control panel. The only
message to display will be a warning message <Supply> very low.

The printer indicates when the toner collection unit is at its estimated end of life.

Recommended action
Follow these troubleshooting steps in the order presented.

■ The customer needs to replace the toner collection unit.

NOTE: Printing past the Replace Toner Collection Unit message is not a recommended option
because of the risk of overfilling the toner collection unit, which could result in the need to service
the printer.

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.

HP LaserJet Toner collection unit (TCU) - 527F9A

10.31.60 Toner collection unit almost full 59

 For instructions: Removal and replacement: Toner collection unit (TCU) See the Repair Service
Manual for this product.

10.99.31 Non-HP supply in use.

The printer displays this message when a used supply a remanufactured or refilled genuine HP or
non-HP supply has been installed.

The 10.99.31 is an event log only message, it will not show on the control panel. The only message to
display will be Used supply in use message.

Recommended action
Follow these troubleshooting steps in the order presented.

1. The toner cartridge has been previously used. Touch the OK button to continue.

NOTE: Removing a cartridge from one printer and then installing it in a different printer for testing
functionality will cause this (event code).

2. If it is believed the customer purchased a genuine HP supply, go to

http://www.hp.com/go/anticounterfeit

10.99.34 Used supply in use.

The printer displays this message when a used supply a remanufactured or refilled genuine HP or
non-HP supply has been installed.

The 10.99.34 is an event log only message, it will not show on the control panel. The only message to
display will be Used supply in use.

Recommended action
Follow these troubleshooting steps in the order presented.

■ The toner cartridge has been previously used. Touch the OK button to continue.

NOTE: Removing a cartridge from one printer and then installing it in a different printer for testing
functionality will cause this (event code).

If a genuine HP supply was purchased, go to www.hp.com/go/anticounterfeit.

10.99.40 Genuine HP supplies installed

The printer displays this message when a new cartridge has been installed and all cartridges are
Genuine HP.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Touch the OK button to continue.

10.99.41 Unsupported Supply in use

The indicated toner cartridge is for a different printer.

60 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

■ Remove the indicated toner cartridge, and then install the correct cartridge for this printer.

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 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. 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.

11.00.01 or 11.00.02 Internal clock error

The printer real time clock has experienced an error.

01=dead clock battery

02=dead real time clock

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Whenever the printer is turned off, and then turned on, set the time and date on the control panel.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Whenever the printer is turned off, and then turned on, set the time and date on the control panel.

Recommended action 61
 2. If the error persists, replace the formatter.

● Formatter (67xx / X65xxx) - 6QN32-67002

● Formatter (67xx / X65xxx) (China/India) - 6QN32-67004

● Formatter (68xx / X67xxx) - 6QN35-67002

● Formatter (68xx / X67xxx) (China/India) - 6QN35-67005

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Whenever the printer is turned off, and then turned on, set the time and date on the control panel.

2. If the error persists, replace the formatter.

● Formatter (67xx / X65xxx) - 6QN32-67002

● Formatter (67xx / X65xxx) (China/India) - 6QN32-67004

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

● Formatter (68xx / X67xxx) - 6QN35-67002

● Formatter (68xx / X67xxx) (China/India) - 6QN35-67005

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

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 6-40 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)

62 Chapter 6 Numerical control panel messages

Table 6-40 Potential values for W and X (continued)

W Jam location X Sensor or door

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

registration sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

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

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

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

D Duplex area 1 Duplex switchback

D Duplex area 2 Duplex delivery

D Duplex area 3 Duplex refeed

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

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

D Duplex area F Multiple sensors or doors

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

(IPTU) area

13.* errors 63
 Table 6-40 Potential values for W and X (continued)

W Jam location X Sensor or door

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

(IPTU) area

E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area

E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area

E Output or intermediate paper transport unit A Door 1

(IPTU) area

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

(IPTU) area

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

stuck in several areas)

1 Jetlink input device 4 Tray 4 feed sensor

1 Jetlink Input device 5 Tray 5 feed sensor

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 feed sensor

1 Jetlink Input device A Door 1

1 Jetlink Input device B Door 2

1 Jetlink Input device F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

2 Buffer pass unit 9 Buffer pass exit sensor

2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor

3 Page insert unit 1 Page insertion tray 1 feed sensor

3 Page insert unit 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 feed sensor

3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

64 Chapter 6 Numerical control panel messages

Table 6-40 Potential values for W and X (continued)

W Jam location X Sensor or door

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

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

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

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

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

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

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

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

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

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

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

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

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

8 Stapler/stacker (SS) unit 9 Stapler sensor

8 Stapler/stacker (SS) unit A Door 1

8 Stapler/stacker (SS) unit B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

9 Booklet maker unit 2 Booklet maker feed sensor 2

9 Booklet maker unit 2 Booklet maker feed sensor 3

9 Booklet maker unit 4 Booklet maker delivery sensor

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

13.* errors 65
 Table 6-40 Potential values for W and X (continued)

W Jam location X Sensor or door

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

Table 6-41 Potential values for Y (jam condition)

Y Jam condition

0 Unknown

1 Unexpected sheet (duplex)

2 Staple jam

3 Jam caused by an open door (duplex)

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

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

B Multifeed

C Wrap

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

E Door open

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

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

Table 6-42 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

66 Chapter 6 Numerical control panel messages

Table 6-42 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

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

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

Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.

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

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

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

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

Z represents the fuser mode. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

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

Z represents the fuser mode. E Rough

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

represents the output bin, numbered from top to
bottom.

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

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

13.* errors 67
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

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

● 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.

68 Chapter 6 Numerical control panel messages

 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.

13.00.00
Paper jam in printer

An unknown jam type occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot! Allow the fuser to cool before handling.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Use a fresh ream of paper and ensure that the paper has not been stored in a humid or moist
environment (moist paper has been shown to cause this jam).

5. If using light or recycled paper, adjust the following control panel settings to help the printer
transfer the paper through the paper path.

a. Change the print mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

13.00.00 69
 ● Plain

● Print Mode

b. Touch Select and change the setting to Extra Light Mode. Then touch Save.

c. Change the separation mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

● Plain

● Separation Mode

d. Touch Select and change the setting to Alternate. The touch Save.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Look for and clear any paper present or obstructions in the paper path.

View event log to determine if other jam errors are occurring and troubleshoot those errors.

3. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

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

5. Use the manual sensor test to isolate a faulty door switch or sensor.

6. Replace parts as determined by sensor tests, obstructions or broken parts.

13.00.EE
Unknown door open.

Recommended action
Follow these troubleshooting steps in the order presented.

70 Chapter 6 Numerical control panel messages

 ■ Ensure that all of the doors and covers are closed.

13.00.FF
Residual jam.

This error has no specific sensor designated. It could be any sensor in the paper feed path and the
required jam access point has not been accessed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the printer for a jam.

2. Look for and clear any paper present or obstructions in the paper path.

View the event log to determine if previous jam errors are occurring in the paper path and
troubleshoot those errors.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the printer for a jam.

2. Look for and clear any paper present or obstructions in the paper path.

View event log to determine if other jam errors are occurring and troubleshoot those errors.

3. Use the manual sensor test to isolate a faulty door switch or sensor.

4. Replace parts as determined by sensor tests, obstructions or broken parts.

13.A3.D3 Jam in right door

Paper delay jam in Tray 3.

Paper did not reach the tray 3 feed sensor in the designated amount of time when printing from tray 3

13.A3 jam error in Tray 3

Follow these troubleshooting steps in the order presented.

Recommended action for customers

Use the following procedure to check for paper in all possible jam locations related to the 550-sheet
trays. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

● 13.A3.A3 Jam in tray 3

● 13.A3.D3 Jam in tray 3

View a video of how to clear a jam in Tray 3 or the 550-sheet trays

13.00.FF 71
 1. Open the printer right door.

2. Gently remove any jammed paper.

72 Chapter 6 Numerical control panel messages

3. Open the Tray 3 right side access door.

4. Remove any jammed paper found in access area.

13.A3 jam error in Tray 3 73

 5. Open the Tray 2 right access door and gently remove any jammed paper.

6. Open Tray 3.

74 Chapter 6 Numerical control panel messages

7. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

8. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

13.A3 jam error in Tray 3 75

 9. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

10. If the error persists, clean the Tray 3 pick, feed, separation rollers with a dampened lint free cloth.

a. Open the Tray 3 right door to access the rollers.

76 Chapter 6 Numerical control panel messages

b. Locate and remove the Tray 3 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 3 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

13.A3 jam error in Tray 3 77

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 3.

11. 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. Clear the paper jam.

a. Open the upper and lower right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Open the tray and remove any jammed paper, and then close the tray.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

78 Chapter 6 Numerical control panel messages

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean the pickup, feed, and separation rollers with a dampened lint free cloth.

Recommended action for call-center agents 79

 a. Open the Tray 3 right door to access the rollers.

b. Locate and remove the Tray 3 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 3 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

80 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 3.

g. If the error persists, replace the tray 3 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

6. If all the tests pass and the error still persists, replace the tray 3 pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

Recommended action for call-center agents 81

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

1. Clear the paper jam.

a. Open the upper and lower right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Open the tray and remove any jammed paper, and then close the tray.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

82 Chapter 6 Numerical control panel messages

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean the pickup, feed, and separation rollers with a dampened lint free cloth.

a. Open the Tray 3 right door to access the rollers.

b. Locate and remove the Tray 3 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

Recommended action for onsite technicians 83

 c. Remove the Tray 3 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 3.

g. If the error persists, replace the tray 3 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

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

84 Chapter 6 Numerical control panel messages

 NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

6. Check the tray 3 pickup assembly.

a. Disconnect and reconnect connectors J531F, J532F on the paper feeder controller PCA for
the feed sensor and drive assembly for tray 3.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

c. Using the Sensor Tests, test sensor “Tray 3 feed sensor”. If the sensor test fails, replace the
tray 3 pickup assembly.

Paper pickup assembly - RM2-3508-000CN

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

d. If the sensor test passes, use the Component Tests and run the tray 3 clutch drive test and
listen for the clutch activation.

e. While in the Component Tests, run the tray 3 feed motor test. If the either test fails, replace the
tray 3 pickup drive assembly.

Paper pickup drive assembly - RM2-3617-000CN

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

7. If all the tests pass and the error still persists, replace the tray 3 pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

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

13.A3.D4 Jam in right door

Paper delay jam at Tray 3 paper feed sensor.

Paper did not reach the tray 3 feed sensor in the designated amount of time when printing from tray 4.

● 13.A3.D4 - Paper did not reach the tray 3 feed sensor in the designated amount of time when printing
from tray 4.

IMPORTANT: This error can be exhibited in the 500 sheet feeder tray, or the 2100 sheet HCI (High
capacity input) tray.

Select the one of the following for the tray that is installed.

● 550 Paper sheet feeder tray on page 86

● 2100 Sheet High capacity input tray on page 100

13.A3.D4 Jam in right door 85

 550 Paper sheet feeder tray
Use the recommended action listed in the following for 550 sheet tray.

Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing from Tray 4.

13.A4 jam error in Tray 4

Use the following procedure to check for paper in all possible jam locations related to the 550 sheet Tray
4. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.A4.A4 Paper jam in tray 4

● 13.A4.D4 Paper jam in tray 4

View a video of how to clear a jam in Tray 4

1. Open the printer right door.

86 Chapter 6 Numerical control panel messages

2. Gently remove any jammed paper.

3. Open the Tray 4 right access door.

13.A4 jam error in Tray 4 87

 4. Gently remove any jammed paper.

5. Open the Tray 3 access door and gently remove any jammed paper.

6. Close the right door to clear the control panel message.

88 Chapter 6 Numerical control panel messages

7. Open Tray 4.

8. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

13.A4 jam error in Tray 4 89

 9. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

10. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

11. If the error persists, clean the tray 4 pick, feed, separation rollers using a dampened lint free cloth.

90 Chapter 6 Numerical control panel messages

a. Open the Tray 4 door to access the rollers.

b. Locate and remove the Tray 4 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

13.A4 jam error in Tray 4 91

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 4.

12. 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. Clear the paper jam.

a. Open the upper and lower right door.

b. Look for and clear any paper present or obstructions in the paper path.

92 Chapter 6 Numerical control panel messages

 c. Open the tray and remove any jammed paper, and then close the tray.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Run paper path tests or print tests from all trays above the failing tray to see if the issue occurs
from more than one tray.

This will help determine where the actual issue is.

4. Make sure that the tray 4 width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

5. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear for trays 3 and 4.

6. Clean tray 4 pickup, feed, and separation rollers with a dampened lint free cloth.

Recommended action for call-center agents 93

 a. Open the tray 4 right door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

94 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

7. If all the tests pass and the error still persists, replace the tray pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 95

 1. Clear the paper jam.

a. Open the upper and lower right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Open the tray and remove any jammed paper, and then close the tray.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Run paper path tests or print tests from all trays above the failing tray to see if the issue occurs
from more than one tray.

This will help determine where the actual issue is.

4. Make sure that the tray 4 width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

96 Chapter 6 Numerical control panel messages

5. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear for all trays 3 and 4.

6. Clean the tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

a. Open the tray 4 right door to access the rollers.

Recommended action for onsite technicians 97

 b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

98 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

7. Check the tray pickup assembly.

a. Check the connectors J531F, J532F on the paper feeder controller PCA for the feed sensor
and drive assembly for tray 3.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

c. Using the Sensor, test the “Tray 3 feed sensor”. If the sensor test fails, replace the tray 3
pickup assembly.

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

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

8. If the sensor test passes, use the Component Tests and run the tray clutch drive test and listen for
the clutch activation.

Recommended action for onsite technicians 99

 9. While in the Component Tests, run the tray feed motor test. If the either test fails, replace the tray
pickup drive assembly.

Paper pickup drive assembly - RM2-3617-000CN

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

10. If all the tests pass and the error still persists, replace the tray pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

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

2100 Sheet High capacity input tray

Use the recommended action listed in the following for the 2100 Sheet HCI.

Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing from Tray 4.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI)

Use the following procedure to check for paper in all possible jam locations related to the HCI Tray 4.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.A4.A4 Paper jam in tray 4

● 13.A4.D4 Paper jam in tray 4

View a video of how to clear a jam in the high-capacity input Tray 4

1. Open the printer right door.

100 Chapter 6 Numerical control panel messages

2. Gently remove any jammed paper.

3. Open the Tray 4 right access door.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 101

 4. Gently remove any jammed paper.

5. Open the Tray 3 access door and gently remove any jammed paper.

6. Close the right door to clear the control panel message.

102 Chapter 6 Numerical control panel messages

7. Open Tray 4.

8. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 103

 9. Make sure that the tray width guide is set to the correct paper size for the paper being installed into
the tray and that the tray is not overfilled above the fill mark (line below 3 triangles on rear guide).

10. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

11. If the error persists, clean the tray 4 pick, feed, separation rollers with a dampened lint free cloth.

104 Chapter 6 Numerical control panel messages

a. Open the Tray 4 door to access the rollers.

b. Locate and remove the Tray 4 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 105

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 4.

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

2100 Sheet HCI - Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

106 Chapter 6 Numerical control panel messages

 c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not over filled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers for tray 3 and tray 4 are installed correctly
and show no damage or wear.

5. Clean the tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

2100 Sheet HCI - Recommended action for call-center agents 107

 a. Open the Tray 4 door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

108 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

6. If the error still persists, replace the tray 4 pickup assembly

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

2100 Sheet HCI - Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

2100 Sheet HCI - Recommended action for onsite technicians 109

 1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not over filled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

110 Chapter 6 Numerical control panel messages

5. Clean the tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

a. Open the tray 4 right door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

2100 Sheet HCI - Recommended action for onsite technicians 111

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

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

NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

6. Check the tray 4 pickup assembly.

a. Check the connectors J531, J532 on the paper feeder controller PCA for the feed sensor and
drive assembly for tray 4.

112 Chapter 6 Numerical control panel messages

 b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

c. Using the Sensor Tests, test sensor “Tray 4 feed sensor”. If the sensor test fails, replace the
tray 4 pickup assembly.

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

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

d. If the sensor test passes, use the Component Tests and run the tray 4 clutch drive test and
listen for the clutch activation.

e. While in the Component Tests, run the tray 4 feed motor test. If the either test fails, replace the
tray 4 pickup drive assembly.

Paper pickup drive assembly - RM2-3617-000CN

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

7. If all the tests pass and the error still persists, replace the tray 4 pickup assembly

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

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

13.A4.D4 Jam in lower right door

Paper delay jam in Tray 4.

Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing from Tray 4.

IMPORTANT: This error can be exhibited in the 500 sheet feeder tray, or the 2100 sheet HCI (High
capacity input) tray.

Select one of the following for the tray that is installed.

● 550 Paper sheet feeder tray on page 113

● 2100 Sheet High capacity input tray on page 127

550 Paper sheet feeder tray

Use the recommended action listed in the following for 550 sheet tray.

Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing from Tray 4.

13.A4 jam error in Tray 4

Use the following procedure to check for paper in all possible jam locations related to the 550 sheet Tray
4. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

13.A4.D4 Jam in lower right door 113

 Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.A4.A4 Paper jam in tray 4

● 13.A4.D4 Paper jam in tray 4

View a video of how to clear a jam in Tray 4

1. Open the printer right door.

2. Gently remove any jammed paper.

114 Chapter 6 Numerical control panel messages

3. Open the Tray 4 right access door.

4. Gently remove any jammed paper.

13.A4 jam error in Tray 4 115

 5. Open the Tray 3 access door and gently remove any jammed paper.

6. Close the right door to clear the control panel message.

7. Open Tray 4.

116 Chapter 6 Numerical control panel messages

8. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

9. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

13.A4 jam error in Tray 4 117

 10. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

11. If the error persists, clean the tray 4 pick, feed, separation rollers using a dampened lint free cloth.

a. Open the Tray 4 door to access the rollers.

118 Chapter 6 Numerical control panel messages

b. Locate and remove the Tray 4 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

13.A4 jam error in Tray 4 119

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 4.

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

550 sheet feeder - Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

120 Chapter 6 Numerical control panel messages

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

550 sheet feeder - Recommended action for call-center agents 121

 a. Open the tray 4 right door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

122 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

6. If the error still persists, replace the tray 4 pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

550 Sheet feeder - Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

550 Sheet feeder - Recommended action for onsite technicians 123

 1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

124 Chapter 6 Numerical control panel messages

5. Clean tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

a. Open the tray 4 right door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

550 Sheet feeder - Recommended action for onsite technicians 125

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

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

NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

6. Check the tray 4 pickup assembly.

a. Check the connectors J531F, J532F on the paper feeder controller PCA for the feed sensor
and drive assembly for tray 4.

126 Chapter 6 Numerical control panel messages

 b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

c. Using the Sensor Tests, test sensor “Tray 4 feed sensor”. If the sensor test fails, replace the
tray 4 pickup assembly.

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

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

d. If the sensor test passes, use the Component Tests and run the tray 4 clutch drive test and
listen for the clutch activation.

e. While in the Component Tests, run the tray 4 feed motor test. If the either test fails, replace the
tray 4 pickup drive assembly.

Paper pickup drive assembly - RM2-3617-000CN

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

7. If all the tests pass and the error still persists, replace the tray 4 pickup assembly

550-sheet paper feeder Paper pickup assembly - RM2-3509-000CN

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

2100 Sheet High capacity input tray

Use the recommended action listed in the following for the 2100 Sheet HCI.

Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing from Tray 4.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI)

Use the following procedure to check for paper in all possible jam locations related to the HCI Tray 4.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.A4.A4 Paper jam in tray 4

● 13.A4.D4 Paper jam in tray 4

View a video of how to clear a jam in the high-capacity input Tray 4

2100 Sheet High capacity input tray 127

 1. Open the printer right door.

2. Gently remove any jammed paper.

128 Chapter 6 Numerical control panel messages

3. Open the Tray 4 right access door.

4. Gently remove any jammed paper.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 129

 5. Open the Tray 3 access door and gently remove any jammed paper.

6. Close the right door to clear the control panel message.

7. Open Tray 4.

130 Chapter 6 Numerical control panel messages

8. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

9. Make sure that the tray width guide is set to the correct paper size for the paper being installed into
the tray and that the tray is not overfilled above the fill mark (line below 3 triangles on rear guide).

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 131

 10. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

11. If the error persists, clean the tray 4 pick, feed, separation rollers with a dampened lint free cloth.

a. Open the Tray 4 door to access the rollers.

132 Chapter 6 Numerical control panel messages

b. Locate and remove the Tray 4 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

13.A4 jam error in Tray 4 (2,100 sheet feeder HCI) 133

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 4.

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

2100 Sheet HCI - Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

134 Chapter 6 Numerical control panel messages

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

2100 Sheet HCI - Recommended action for call-center agents 135

 a. Open the Tray 4 door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

136 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

6. If the error still persists, replace the tray 4 pickup assembly

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

2100 Sheet HCI - Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

2100 Sheet HCI - Recommended action for onsite technicians 137

 1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

138 Chapter 6 Numerical control panel messages

5. Clean tray 4 pickup, feed, and separation rollers using a dampened lint free cloth.

a. Open the tray 4 right door to access the rollers.

b. Locate and remove the tray 4 separation roller.

Call-out 1- slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the tray 4 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

2100 Sheet HCI - Recommended action for onsite technicians 139

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from tray 4.

g. If the error persists, replace the tray 4 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

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

NOTE: You must enter the service menu and reset the roller counter when replacing the roller kits.

6. Check the tray 4 pickup assembly.

a. Turn off the printer.

140 Chapter 6 Numerical control panel messages

 b. Check the connectors J531, J532 on the paper feeder controller PCA for the feed sensor and
drive assembly for tray 4. Turn on the printer.

c. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

d. Using the Sensor Tests, test sensor “Tray 4 feed sensor”. If the sensor test fails, replace the
tray 4 pickup assembly.

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

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

e. If the sensor test passes, use the Component Tests and run the tray 4 clutch drive test and
listen for the clutch activation.

f. While in the Component Tests, run the tray 4 feed motor test. If the either test fails, replace the
tray 4 pickup drive assembly.

Paper pickup drive assembly - RM2-3617-000CN

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

7. If all the tests pass and the error still persists, replace the tray 4 pickup assembly

2100 Sheet HCI - Paper pickup assembly - RM2-3509-000CN

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

13.AX.FF
Residual paper jam in Tray X. ( X = tray 2, 3, or 4 )

This jam occurs when residual paper is detected at the Tray X feed sensor.

● 13.A2.FF Residual Paper Jam in Tray 2.

● 13.A3.FF Residual Paper Jam in Tray 3.

● 13.A4.FF Residual Paper Jam in Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the upper and lower right door.

c. Look for and clear any paper present or obstructions in the paper path.

13.AX.FF 141
 d. Close the upper and lower right door to allow the printer to attempt to clear the jam message.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove any jammed paper, and then close the tray.

2. Open and close the upper right door to allow the printer to attempt to clear the jam.

3. Ensure that the Tray X pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

4. Clean or replace the pickup, feed, and separation rollers as needed.

Replace the tray rollers as needed.

5. If the error persists, replace the paper pickup assembly for the failing tray.

6. If the issue persists, elevate the case using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove any jammed paper, and then close the tray.

2. Open and close the upper right door to allow the printer to attempt to clear the jam.

3. Ensure that the Tray X pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

4. Clean or replace the pickup, feed, and separation rollers as needed.

Replace the roller as needed.

5. Check the failing tray pickup assembly.

a. Check the connectors at the failing sensor, feed motor, and on the paper feeder controller
PCA for the failing tray.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

c. Using the Manual Sensor Tests, test sensor “Tray X feed sensor”. If the sensor test fails,
replace the tray X pickup assembly.

d. If the sensor test passes, use the Component Tests and run the tray X clutch drive test and
listen for the clutch activation. If the test fails, replace the lifter drive assembly.

e. If the clutch drive test passes, use the Component Tests and run the tray 3 feed motor test. If
the test fails, replace the failing component (depending on the tray configuration):

f. If the test passes and the error still persists, replace the tray X pickup assembly

142 Chapter 6 Numerical control panel messages

 6. If the issue persists, elevate the case using the Standard Support Process.

13.AA.EE Right Door Open

The lower right on the paper deck was door open during printing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Close the lower right door to allow the printer to attempt to clear the jam.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. Disconnect and reconnect the connector on the paper deck door switch and the connector on the
PD controller PCA.

3. Replace the paper feeder right door assembly.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. Disconnect and reconnect the connector on the paper deck door switch and the connector on the
PD controller PCA.

3. Replace the paper feeder right door assembly.

13.AB.EE Right Door Open

The lower right second 1x550 sheet feeder was door open during printing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Close the lower right door to allow the printer to attempt to clear the jam.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. Replace the paper feeder right door assembly.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

13.AA.EE Right Door Open 143

 1. Close the front door to allow the printer to attempt to clear the jam.

2. Disconnect and reconnect the connectors on the paper feeder door switch and connector on the
PF controller PCA.

3. Replace the paper feeder right door assembly.

13.B2.Az Jam in Right door

Paper stay jam in the right door at the registration area.

Paper present at after a specified time limit has passed.

● 13.B2.A1

This jam occurs when the registration sensor detects paper present longer than the expected time
based on the paper size when printing from Tray 1.

● 13.B2.A2

This jam occurs when the registration sensor detects paper present longer than the expected time
based on the paper size when printing from Tray 2.

● 13.B2.A3

This jam occurs when the registration sensor detects paper present longer than the expected time
based on the paper size when printing from Tray 3.

● 13.B2.A4

This jam occurs when the registration sensor detects paper present longer than the expected time
based on the paper size when printing from Tray 4.

● 13.B2.AD

This jam occurs when the registration sensor detects paper present longer than the expected time
based on the paper size when printing from the Duplexer.

13.B2 jam error in right door

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B2.Az Stay jam in right door

● 13.B2.Dz Delay jam in right door

● 13.B2.5z Inappropriate to the Delivery Path jam

● 13.B2.FF Residual paper jam in right door

z = paper tray. This can be trays 1-5 or "D" for duplex jobs

Or

144 Chapter 6 Numerical control panel messages

z = Fuser mode. This can be 0-9 or A-F.

View a video of how to clear a jam in the right door and fuser area

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the right door.

2. Gently remove any jammed paper.

13.B2 jam error in right door 145

 3. Gently remove any jammed paper from the duplexer paper path.

146 Chapter 6 Numerical control panel messages

 IMPORTANT: Make sure the paper being used is not to short for the printers duplexer
requirements.

4. Close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. Ensure the paper tray guides are set to the correct size for the paper loaded.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the right door.

Recommended action for call-center agents 147

 2. Gently remove any jammed paper.

148 Chapter 6 Numerical control panel messages

3. Gently remove any jammed paper from the duplexer paper path.

IMPORTANT: Make sure the paper being used is not to short for the printers duplexer
requirements.

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

5. Check if the jam happens from multiple trays or just one tray.

a. Run a paper path test from multiple trays to see if jam is specific to one tray.

● If only one tray continue to next sub-step.

● If multiple trays exhibit the error go to next main step.

b. Clean the pickup, feed, and separation pad for the failing tray to ensure that multiple pages
are not being fed.

Recommended action for call-center agents 149

 c. Open the tray right door to access the rollers for each tray.

d. Locate and remove the Tray separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

e. Remove the Tray pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

150 Chapter 6 Numerical control panel messages

 f. Clean the rollers with a dampened lint free cloth.

g. Reinstall the roller assemblies and close the right door.

h. Run a print job from all trays again.

i. If the error persists, replace the tray 3 or tray 4 roller kit for the failing tray as needed..

HP LaserJet Tray 2-x Roller Kit - 527H2A

6. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

Recommended action for call-center agents 151

 c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

7. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

152 Chapter 6 Numerical control panel messages

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

8. Check to see where the leading edge of the paper is when the jam occurs. If the leading edge stops
right at the fuser input, check the fuser for damage. If needed, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

9. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check if the jam happens from multiple trays or just one tray.

Recommended action for onsite technicians 153

 a. Run a paper path test from multiple trays to see if jam is specific to one tray.

● If only one tray continue to next sub-step.

● If multiple trays exhibit the error go to next main step.

b. Clean the pickup, feed, and separation pad for the failing tray to ensure that multiple pages
are not being fed.

c. Open the right door to access the rollers for each tray.

d. Locate and remove the tray separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

e. Remove the Tray pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

154 Chapter 6 Numerical control panel messages

 f. Clean the rollers with a dampened lint free cloth.

g. Reinstall the roller assemblies and close the right door.

h. Run a print job from all trays again.

i. If the error persists, replace the tray 3 or tray 4 roller kit for the failing tray as needed..

HP LaserJet Tray 2-x Roller Kit - 527H2A

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

4. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

Recommended action for onsite technicians 155

 ● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration sensor,
connector J114 on the DC controller and J301 and J311 on the right PCA and J375, J374 on
the Encoder PCA to make sure they are connected correctly and secure.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

5. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

156 Chapter 6 Numerical control panel messages

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

6. Check to see where the leading edge of the paper is when the jam occurs. If the leading edge stops
right at the fuser input, check the fuser for damage. If needed, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

7. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

8. If the issue persists, elevate the case using the Standard Support Process.

13.B2.D1 Jam in right door

Paper delay jam in the right cover at the registration.

13.B2.D1 Jam in right door 157

 Paper did not reach registration sensor in specified time when printing from tray 1.

13.B2.D1 jam error in Tray 1 (multipurpose tray)

Use the following procedure to clear paper jams in Tray 1 (multipurpose tray). When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B2.D1 Jam in tray 1

View a video of how to clear a jam in Tray 1

1. If you can see the jammed sheet in Tray 1, remove the jammed sheet by gently pulling it straight out.

158 Chapter 6 Numerical control panel messages

2. Open the right door and remove paper from the area shown.

3. Close the right to allow the printer to clear the message.

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

5. Make sure the tray 1 guides are set to the correct paper size and that the paper tray is not overfilled
(paper is below the 3 triangles on the right guide).

6. Load the paper back into the tray and restart the print job.

7. If the same jam appears remove and clean the tray 1 pick, feed and separation rollers.

13.B2.D1 jam error in Tray 1 (multipurpose tray) 159

 a. Locate and release the pickup roller assembly release tab.

Figure 6-1 Locate the pickup roller assembly tab

b. Push the pickup roller assembly to the right and then away from the printer.

Figure 6-2 Remove the pickup roller assembly

160 Chapter 6 Numerical control panel messages

 c. Grasp the left- and right-side of the separation roller assembly, and then lift the assembly up.

Figure 6-3 Lift the separation roller assembly

d. Pull the separation roller assembly straight out to remove it.

Figure 6-4 Remove the separation roller assembly

e. Clean the roller with a dampened lint free cloth.

f. Install the rollers back into tray one and test the tray by printing from tray 1.

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

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

Recommended action for call-center agents 161

 3. Make sure the Tray 1 guides are set to the correct paper size and that the paper tray is not overfilled
(paper is below the 3 triangles on the right guide).

4. Ensure that the Tray 1 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. If the same jam appears remove and clean the tray 1 pick, feed and separation rollers.

a. Locate and release the pickup roller assembly release tab.

Figure 6-5 Locate the pickup roller assembly tab

162 Chapter 6 Numerical control panel messages

b. Push the pickup roller assembly to the right and then away from the printer.

Figure 6-6 Remove the pickup roller assembly

c. Grasp the left- and right-side of the separation roller assembly, and then lift the assembly up.

Figure 6-7 Lift the separation roller assembly

Recommended action for call-center agents 163

 d. Pull the separation roller assembly straight out to remove it.

Figure 6-8 Remove the separation roller assembly

e. Clean the roller with a dampened lint free cloth.

f. Install the rollers back into tray one and test the tray by printing from tray 1.

6. Test the printer from tray 1. If the error persists, replace the tray 1 roller kit.

HP LaserJet MP Tray Roller Kit - 527H3A

NOTE: If the rollers are replaced, reset the roller counter in the Service menu.

7. Check the tray 1 pickup solenoid.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Component Tests

● Tray Motors

● Tray 1 Motors

b. Select the motor or solenoid by touching the icon next to it and then touch the start icon.

c. Listen for the sound of the motor or the actuation of the solenoid.

d. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

8. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

164 Chapter 6 Numerical control panel messages

 ● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

9. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

Recommended action for call-center agents 165

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

166 Chapter 6 Numerical control panel messages

3. Make sure the Tray 1 guides are set to the correct paper size and that the paper tray is not overfilled
(paper is below the 3 triangles on the right guide).

4. Ensure that the Tray 1 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. If the same jam appears remove and clean the tray 1 pick, feed and separation rollers.

a. Locate and release the pickup roller assembly release tab.

Figure 6-9 Locate the pickup roller assembly tab

Recommended action for onsite technicians 167

 b. Push the pickup roller assembly to the right and then away from the printer.

Figure 6-10 Remove the pickup roller assembly

c. Grasp the left- and right-side of the separation roller assembly, and then lift the assembly up.

Figure 6-11 Lift the separation roller assembly

168 Chapter 6 Numerical control panel messages

 d. Pull the separation roller assembly straight out to remove it.

Figure 6-12 Remove the separation roller assembly

e. Clean the roller with a dampened lint free cloth.

f. Install the rollers back into tray one and test the tray by printing from tray 1.

6. Test the printer from tray 1. If the error persists, replace the tray 1 roller kit.

HP LaserJet MP Tray Roller Kit - 527H3A

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

NOTE: If the rollers are replaced, reset the roller counter in the Service menu.

7. Check the tray 1 pickup solenoid.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Component Tests

● Tray Motors

● Tray 1 Motors

b. Select the motor or solenoid by touching the icon next to it and then touch the start icon.

c. Listen for the sound of the motor or the actuation of the solenoid.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

For instructions:

Recommended action for onsite technicians 169

 See the Repair Service Manual for this product.

8. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration assembly J311,
J301 on Right PCA and the connector J114 on the DC controller.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

9. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

170 Chapter 6 Numerical control panel messages

 ● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

10. If the issue persists, elevate the case using the Standard Support Process.

13.B2.D2 Jam in right door

Paper delay jam from tray 2 in the right cover at the registration area.

Paper did not reach registration sensor in specified time.

● 13.B2.D2

Paper did not reach the registration sensor in the designated amount of time when printing from
Tray 2.

13.B2.D2 jam error in Tray 2

Use the following procedure to check for paper in all possible jam locations related to Tray 2. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

13.B2.D2 Jam in right door 171

 Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B2.D2 Paper jam in tray 2

View a video of how to clear a jam in Tray 2

1. Open Tray 2 right door.

2. Gently remove any jammed paper.

172 Chapter 6 Numerical control panel messages

3. Open the printer right door.

4. Gently remove any jammed paper.

5. Close the right door to clear the control panel message.

13.B2.D2 jam error in Tray 2 173

 6. Open Tray 2.

7. Remove the paper from the tray and discard any bent, curled, or damaged sheets.

174 Chapter 6 Numerical control panel messages

8. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

9. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

10. If the error persists, clean the tray 2 pick, feed, separation rollers using a dampened lint free cloth.

13.B2.D2 jam error in Tray 2 175

 a. Open the Tray 2 right door to access the rollers.

b. Locate and remove the Tray 2 separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 2 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

176 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 2.

11. 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. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

Recommended action for call-center agents 177

 c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. If the error persists, clean the tray 2 pick, feed, separation rollers using a dampened lint free cloth.

a. Open the right door to access the rollers.

178 Chapter 6 Numerical control panel messages

b. Locate and remove the Tray 2 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 2 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

Recommended action for call-center agents 179

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 2.

g. If the error persists, replace the tray 2 roller kit.

HP LaserJet Tray 2-x Roller Kit - 527H2A

NOTE: You must enter the service menu and reset the roller counter when replacing the
roller kits.

6. Test the tray 2 pickup motor and solenoid.

a. Open the following menus:

● Support Tools

180 Chapter 6 Numerical control panel messages

 ● Troubleshooting

● Diagnostics

● Component Tests

● Tray Motors

● Tray 2 Motors

b. Select the motor or solenoid by touching the icon next to it and then touch the start icon.

c. Listen for the sound of the motor or the actuation of the solenoid.

d. If either test fails, replace the tray 2 pickup assembly.

Paper pickup assembly - RM2-3509-000CN

7. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

Recommended action for call-center agents 181

 d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

8. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

9. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

182 Chapter 6 Numerical control panel messages

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not overfilled above the fill mark or over the tab on the tray.

4. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. If the error persists, clean the tray 2 pick, feed, separation rollers using a dampened lint free cloth.

a. Open the right door to access the rollers.

Recommended action for onsite technicians 183

 b. Locate and remove the Tray 2 separation roller.

Call-out 1- Slide locking lever

Call-out 2- Remove the roller assembly.

c. Remove the Tray 2 pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

184 Chapter 6 Numerical control panel messages

 d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the roller assemblies and close the right door.

f. Run a print job from Tray 2.

g. If the error persists, replace the tray 2 roller kit.

NOTE: You must enter the service menu and reset the roller counter when replacing the
roller kits.

HP LaserJet Tray 2-x Roller Kit - 527H2A

See the Repair Service Manual for this product.

6. Test the tray 2 pickup motor and solenoid.

Recommended action for onsite technicians 185

 a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Component Tests

● Tray Motors

● Tray 2 Motors

b. Select the motor or solenoid by touching the icon next to it and then touch the start icon.

c. Listen for the sound of the motor or the actuation of the solenoid.

d. If either test fails, replace the tray 2 pickup assembly.

Paper pickup assembly - RM2-3509-000CN

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

7. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

186 Chapter 6 Numerical control panel messages

 c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration assembly J311,
J301 on Right PCA and the connector J114 on the DC controller.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

8. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

Recommended action for onsite technicians 187

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

9. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

10. If the issue persists, elevate the case using the Standard Support Process.

13.B2.Dz Jam in right door

Paper delay jam in the right cover at the registration area.

Paper did not reach registration sensor in specified time.

● 13.B2.D3

Paper did not reach the registration sensor (registration sensor) in the designated amount of time
when printing from Tray 3.

188 Chapter 6 Numerical control panel messages

 ● 13.B2.D4

Paper did not reach the registration sensor (registration sensor) in the designated amount of time
when printing from Tray 4.

13.B2 jam error in right door

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B2.Az Stay jam in right door

● 13.B2.Dz Delay jam in right door

● 13.B2.5z Inappropriate page to the Delivery Path jam

● 13.B2.FF Residual paper jam in right door

z = paper tray. This can be trays 1-5 or "D" for duplex jobs

Or

z = Fuser mode. This can be 0-9 or A-F.

View a video of how to clear a jam in the right door and fuser area

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the right door.

13.B2 jam error in right door 189

 2. Gently remove any jammed paper.

190 Chapter 6 Numerical control panel messages

 3. Gently remove any jammed paper from the duplexer paper path.

IMPORTANT: Make sure the paper being used is not to short for the printers duplexer
requirements.

4. Close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. Ensure the paper tray guides are set to the correct size for the paper loaded.

7. 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.

Recommended action for call-center agents 191

 1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Test the registration sensor (registration sensor) to ensure that it moves freely.

4. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

5. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

192 Chapter 6 Numerical control panel messages

 ● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

6. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

Recommended action for onsite technicians 193

 3. Test the registration sensor (registration sensor) to ensure that it moves freely.

4. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration assembly J311,
J301 on Right PCA and the connector J114 on the DC controller.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

5. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

194 Chapter 6 Numerical control panel messages

 ● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

6. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

7. If the issue persists, elevate the case using the Standard Support Process.

13.B2.DD Jam in Right Door

Paper delay jam in the right cover at the registration area.

Paper did not reach the registration sensor in the designated amount of time when being re-fed from the
duplexer.

13.B2.DD Jam in Right Door 195

 13.B2 jam error in right door
Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B2.Az Stay jam in right door

● 13.B2.Dz Delay jam in right door

● 13.B2.5z Inappropriate page to the Delivery Path jam

● 13.B2.FF Residual paper jam in right door

z = paper tray. This can be trays 1-5 or "D" for duplex jobs

Or

z = Fuser mode. This can be 0-9 or A-F.

View a video of how to clear a jam in the right door and fuser area

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the right door.

196 Chapter 6 Numerical control panel messages

2. Gently remove any jammed paper.

13.B2 jam error in right door 197

 3. Gently remove any jammed paper from the duplexer paper path.

IMPORTANT: Make sure the paper being used is not to short for the printers duplexer
requirements.

4. Close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. Ensure the paper tray guides are set to the correct size for the paper loaded.

7. 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.

198 Chapter 6 Numerical control panel messages

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

4. Test the registration sensor to ensure that it moves freely.

5. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

Recommended action for call-center agents 199

 d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

6. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

7. Check the rollers and paper path on the right door assembly. If rollers or damaged is visible,
replace the right door assembly.

Right door assembly - RM2-3665-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

200 Chapter 6 Numerical control panel messages

 a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

4. Test the registration sensor to ensure that it moves freely.

5. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

Recommended action for onsite technicians 201

 c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration assembly J311,
J301 on Right PCA and the connector J114 on the DC controller.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

6. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

202 Chapter 6 Numerical control panel messages

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

7. Check the rollers and paper path on the right door assembly. If rollers or damaged is visible,
replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

8. If the issue persists, elevate the case using the Standard Support Process.

13.B2.FF Jam in Right door

Paper residual jam in right door at registration or preregistration sensor.

Paper present at registration or preregistration sensor at power on or after clearing a jam.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

13.B2.FF Jam in Right door 203

 c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

4. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

204 Chapter 6 Numerical control panel messages

 c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

5. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

Recommended action for call-center agents 205

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

6. Check the rollers and paper path on the right door assembly. If rollers or damaged is visible,
replace the right door assembly.

Right door assembly - RM2-3665-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:

206 Chapter 6 Numerical control panel messages

 See the Repair Service Manual for this product.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

4. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the test fails, disconnect and reconnect the connections to the registration assembly J311,
J301 on Right PCA and the connector J114 on the DC controller.

e. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

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

5. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

Recommended action for onsite technicians 207

 ● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the following; connector J115 on
the DC controller and connectors J302 and J317 on the right PCA.

e. Test the printer from tray 2.

f. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

6. Check the rollers and paper path on the right door assembly. If rollers or damaged is visible,
replace the right door assembly.

Right door assembly - RM2-3665-000CN

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

13.B4.Cz
Paper delay jam to loop sensor inside the right door.

● 13.B4.C1 Paper did not reach the loop sensor in the designated amount of time when printing from
Tray 1.

208 Chapter 6 Numerical control panel messages

 ● 13.B4.C2 Paper did not reach the loop sensor in the designated amount of time when printing from
Tray 2.

● 13.B4.C3 Paper did not reach the loop sensor in the designated amount of time when printing from
Tray 3.

● 13.B4.C4 Paper did not reach the loop sensor in the designated amount of time when printing from
Tray 4.

● 13.B4.CD Paper did not reach the loop sensor in the designated amount of time when printing from
the duplexer.

13.B4 jam errors in the right door

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B4.Cz Jam in right door

● 13.B4.FF Residual paper jam in right door

z = paper tray. This can be trays 1-5 or "D" for duplex print jobs.

View a video of how to clear a jam in the right door and fuser area

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the right door.

13.B4 jam errors in the right door 209

 2. Gently remove any jammed paper.

3. Close the right door.

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

5. Ensure the paper tray guides are set to the correct size for the paper loaded.

6. 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. Clear the paper jam.

a. Open the upper right door.

210 Chapter 6 Numerical control panel messages

 b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

4. Test the fuser loop sensor to ensure that it moves freely.

5. Check the loop sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensors

● Fuser Sensors

● Fuser Loop Sensor 1

b. To test the sensor, touch the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

Recommended action for call-center agents 211

 d. If the sensor still does not function, replace the T2 assembly.

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

4. Test the fuser loop sensor to ensure that it moves freely.

5. Check the loop sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensors

● Fuser Sensors

● Fuser Loop Sensor 1

b. To test the sensor, touch the sensor icon .

212 Chapter 6 Numerical control panel messages

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the test fails, disconnect and reconnect the connections to the loop and the connectors
J315, J302 on the right PCA and J115 on the DC controller.

e. If the sensor still does not function, replace the T2 assembly.

Secondary transfer assembly - RM2-3629-000CN

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

6. If the issue persists, elevate the case using the Standard Support Process.

13.B9.Az Fuser jam

Fuser delivery stay jam; paper stay jam in the fuser area; paper present at SR7 after specified time limit.

This jam code can be caused by:

● An accordion paper jam at the fuser exit.

● Something blocking the paper before reaching the output rollers.

● The output bin rollers are not turning. Because there is very little distance from the fuser exit to the
output bin, paper stopped at the rollers can cause a fuser jam.

● A sticky fuser exit flag. If the flag is stuck or even delayed momentarily in the activated position it
can cause this jam.

● 13.B9.A1 Paper stay jam is detected when printing from Tray 1.

● 13.B9.A2 Paper stay jam is detected when printing from Tray 2.

● 13.B9.A3 Paper stay jam is detected when printing from Tray 3.

● 13.B9.A4 Paper stay jam is detected when printing from Tray 4.

13.B9.Az Fuser jam 213

 ● 13.B9.AD Paper stay jam is detected when printing from the Duplexer.

13.B9 jam errors in the fuser

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B9.yz Jam in right door

y = jam type (A or D)

z = Paper tray. This can be 0-5 or "D" for duplex print jobs.

Or

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.Cz Jam in right door (Fuser wrap jam)

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.FF Residual paper jam in right door

View a video of how to clear a jam in the right door and fuser area

NOTE: The fuser is hot while the printer is in use. Wait for the fuser to cool before clearing jams.

1. Open the right door.

214 Chapter 6 Numerical control panel messages

2. Gently remove any jammed paper from the fuser input.

3. Remove the fuser and remove any jammed paper found.

13.B9 jam errors in the fuser 215

 a. Squeeze the release levers on the handles (circle callouts) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

216 Chapter 6 Numerical control panel messages

c. Remove any paper from the exit of the fuser.

d. Open the fuser access and check for a z-fold paper jam.

13.B9 jam errors in the fuser 217

 e. Remove jammed paper from fuser.

f. Reinstall the fuser and close the right door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot! Allow the fuser to cool before handling.

d. Inspect the fuser for damaged to the rollers or mechanism. If damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

e. Look for and clear any paper present or obstructions in the output paper path.

f. Reinstall the fuser.

g. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

218 Chapter 6 Numerical control panel messages

 4. Check the fuser delivery sensor for correct functionality and movement.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensor Test

b. Test the fuser sensor.

c. Check the fuser connector on both the fuser and in the printer.

● If the connector on the fuser is damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Open and close the right door and confirm that the output bin rollers are turning.

■ If the rollers are not turning test the fuser drive motor. If the motor test fails replace the fuser
drive motor and/or paper delivery assembly.

Fuser drive motor part number - RM2-4488-000CN

6. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

7. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot! Allow the fuser to cool before handling.

d. Inspect the fuser for damaged to the rollers or mechanism. If damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians 219

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

e. Look for and clear any paper present or obstructions in the output paper path.

f. Reinstall the fuser.

g. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Check the fuser delivery sensor for correct functionality and movement.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensor Test

b. Test the fuser sensor.

c. If the test fails, disconnect and reconnect the connector J126 on the DC controller and
interconnect J905.

d. Check the fuser connector on both the fuser and in the printer.

● If the connector on the fuser is damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Open and close the right door and confirm that the output bin rollers are turning.

■ If the rollers are not turning test the fuser drive motor. If the motor test fails replace the fuser
drive motor and/or paper delivery assembly.

Fuser drive motor part number - RM2-4488-000CN

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

6. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

7. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

220 Chapter 6 Numerical control panel messages

 HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

13.B9.Cz
Fuser wrap jam.

This jam occurs when the paper does not reach the fuser output sensor SR7 after disappearing from
the fuser loop sensor SR26.

It is determined that the paper is being wrapped around the fuser roller.

Z = Fuser mode

● 13.B9.C1 Fuser wrap jam when Auto Sense (Normal).

● 13.B9.C2 Fuser wrap jam when Normal.

● 13.B9.C3 Fuser wrap jam when Light 1 or Light 2.

● 13.B9.C4 Fuser wrap jam when Heavy 1.

● 13.B9.C5 Fuser wrap jam when Heavy 2.

● 13.B9.C6 Fuser wrap jam when Heavy Paper 3.

● 13.B9.C7 Fuser wrap jam when Glossy Paper 1.

● 13.B9.C8 Fuser wrap jam when Glossy Paper 2.

● 13.B9.C9 Fuser wrap jam when Glossy Paper 3.

● 13.B9.CB Fuser wrap jam when Transparency.

● 13.B9.CC Fuser wrap jam when Label.

● 13.B9.CD Fuser wrap jam when Envelope 1 or Envelope 2.

13.B9 jam errors in the fuser

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B9.yz Jam in right door

y = jam type (A or D)

z = Paper tray. This can be 0-5 or "D" for duplex print jobs.

Or

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.Cz Jam in right door (Fuser wrap jam)

13.B9.Cz 221
 z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.FF Residual paper jam in right door

View a video of how to clear a jam in the right door and fuser area

NOTE: The fuser is hot while the printer is in use. Wait for the fuser to cool before clearing jams.

1. Open the right door.

2. Gently remove any jammed paper from the fuser input.

222 Chapter 6 Numerical control panel messages

3. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle callouts) and then remove the fuser.

13.B9 jam errors in the fuser 223

 b. Remove any paper jammed in the fuser exit area.

c. Remove any paper from the exit of the fuser.

224 Chapter 6 Numerical control panel messages

 d. Open the fuser access and check for a z-fold paper jam.

e. Remove jammed paper from fuser.

f. Reinstall the fuser and close the right door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

Recommended action for call-center agents 225

 a. Open the upper right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Use a better quality of paper (poor quality light or recycled paper has been shown to cause this
error).

5. Use a fresh ream of paper and ensure that the paper has not been stored in a humid or moist
environment (moist paper has been shown to cause this jam).

6. If using light or recycled paper, adjust the following control panel settings to help the printer
transfer the paper through the paper path.

a. Change the print mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

● Plain

● Print Mode

b. Touch Select and change the setting to Extra Light Mode. The touch Save.

c. Change the separation mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

● Plain

● Separation Mode

d. Touch Select and change the setting to Alternate. The touch Save.

7. If the error persists, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

226 Chapter 6 Numerical control panel messages

 HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Use a better quality of paper (poor quality light or recycled paper has been shown to cause this
error).

5. Use a fresh ream of paper and ensure that the paper has not been stored in a humid or moist
environment (moist paper has been shown to cause this jam).

6. If using light or recycled paper, adjust the following control panel settings to help the printer
transfer the paper through the paper path.

a. Change the print mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

● Plain

● Print Mode

b. Touch Select and change the setting to Extra Light Mode. The touch Save.

c. Change the separation mode by opening the following menus:

● Administration

● General Settings

● Print Quality

● Adjust Paper Types

● Plain

Recommended action for onsite technicians 227

 ● Separation Mode

d. Touch Select and change the setting to Alternate. The touch Save.

7. If the error persists, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

13.B9.Dz
Fuser delivery delay jam.

Paper did not reach the fuser sensor SR7 within the specified 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.DD Fuser delivery delay jam when printing with the Duplexer.

The following are possible causes and areas that should be investigated.

● The paper jam is found in the transfer area. This could be caused by transfer area damage.

● A fuser drive or delivery issue.

13.B9 jam errors in the fuser

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B9.yz Jam in right door

y = jam type (A or D)

z = Paper tray. This can be 0-5 or "D" for duplex print jobs.

Or

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.Cz Jam in right door (Fuser wrap jam)

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.FF Residual paper jam in right door

228 Chapter 6 Numerical control panel messages

 View a video of how to clear a jam in the right door and fuser area

NOTE: The fuser is hot while the printer is in use. Wait for the fuser to cool before clearing jams.

1. Open the right door.

2. Gently remove any jammed paper from the fuser input.

13.B9 jam errors in the fuser 229

 3. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle callouts) and then remove the fuser.

230 Chapter 6 Numerical control panel messages

b. Remove any paper jammed in the fuser exit area.

c. Remove any paper from the exit of the fuser.

13.B9 jam errors in the fuser 231

 d. Open the fuser access and check for a z-fold paper jam.

e. Remove jammed paper from fuser.

f. Reinstall the fuser and close the right door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Follow these troubleshooting steps in the order presented.

1. Determine where the jam is located and remove the jam.

232 Chapter 6 Numerical control panel messages

 a. Open the upper right door and check for paper present in the paper path.

b. Remove the fuser and check for paper or obstructions.

CAUTION: The fuser might be hot.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer and
that the specific paper type is set in the tray and in the print driver.

3. If the paper stopped before the fuser, complete these troubleshooting steps:

a. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

b. Check the right door assembly for any damage or blockage. Replace the right door assembly
as needed.

Right door assembly - RM2-3665-000CN

c. Test and check the registration assembly. Replace the registration assembly as needed.

Registration assembly - RM2-4458-000CN

4. If the paper stopped in or at the fuser, complete these troubleshooting steps:

a. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensor Test

c. Test the fuser sensor.

d. Check the fuser connector on both the fuser and in the printer.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Open and close the right door and confirm that the output bin rollers are turning.

■ If the rollers are not turning test the fuser drive motor. If the motor test fails replace the fuser
drive motor and/or paper delivery assembly.

Fuser drive motor part number - RM2-4488-000CN

Recommended action for call-center agents 233

 6. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Determine where the jam is located and remove the jam.

a. Open the upper right door and check for paper present in the paper path.

b. Remove the fuser and check for paper or obstructions.

CAUTION: The fuser might be hot.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer and
that the specific paper type is set in the tray and in the print driver.

3. If the paper stopped before the fuser, complete these troubleshooting steps:

a. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

b. Check the right door assembly for any damage or blockage. Replace the right door assembly
as needed.

Right door assembly - RM2-3665-000CN

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

c. Test and check the registration assembly. Replace the registration assembly as needed.

Registration assembly - RM2-4458-000CN

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

4. If the paper stopped in or at the fuser, complete these troubleshooting steps:

a. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

234 Chapter 6 Numerical control panel messages

 b. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensor Test

c. Test the fuser sensor.

d. If the test fails, disconnect and reconnect the connector J126 on the DC controller and
interconnect J905.

e. Check the fuser connector on both the fuser and in the printer.

● If the connector on the fuser is damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Open and close the right door and confirm that the output bin rollers are turning.

■ If the rollers are not turning test the fuser drive motor. If the motor test fails replace the fuser
drive motor and/or paper delivery assembly.

Fuser drive motor part number - RM2-4488-000CN

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

6. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

13.B9.FF
Residual paper jam at the fuser output sensor.

Paper is present in the fuser at power on or after clearing a jam.

13.B9 jam errors in the fuser

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.B9.yz Jam in right door

y = jam type (A or D)

13.B9.FF 235
 z = Paper tray. This can be 0-5 or "D" for duplex print jobs.

Or

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.Cz Jam in right door (Fuser wrap jam)

z = Fuser mode. This can be 0-9 or A-F.

● 13.B9.FF Residual paper jam in right door

View a video of how to clear a jam in the right door and fuser area

NOTE: The fuser is hot while the printer is in use. Wait for the fuser to cool before clearing jams.

1. Open the right door.

236 Chapter 6 Numerical control panel messages

2. Gently remove any jammed paper from the fuser input.

3. Remove the fuser and remove any jammed paper found.

13.B9 jam errors in the fuser 237

 a. Squeeze the release levers on the handles (circle callouts) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

238 Chapter 6 Numerical control panel messages

c. Remove any paper from the exit of the fuser.

d. Open the fuser access and check for a z-fold paper jam.

13.B9 jam errors in the fuser 239

 e. Remove jammed paper from fuser.

f. Reinstall the fuser and close the right door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Verify the paper meets the HP printer specifications.

3. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

CAUTION: The fuser might be hot.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

240 Chapter 6 Numerical control panel messages

 a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Verify the paper meets the HP printer specifications.

3. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

CAUTION: The fuser might be hot.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

13.BA.EE Front Door Open

The front door opened during printing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. If the front door is closed and the error persists, please contact customer support at:
www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. Check the projection part on the front door assembly that contacts the switch sensor. If the it is
damaged, replace the front door assembly.

Front door assembly - RM2-4479-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the front door to allow the printer to attempt to clear the jam.

2. Check the projection part on the front door assembly that contacts the switch sensor. If the it is
damaged, replace the front door assembly.

Front door assembly - RM2-4479-000CN

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

13.D3.Dz
A jam has occurred at the duplex refeed sensor.

13.BA.EE Front Door Open 241

 ● 13.D3.D1 The fuser is printing in fuser mode Auto Sense special case distinguished from "typed"
Normal.

● 13.D3.D2 The fuser is printing in fuser mode Normal.

● 13.D3.D3 The fuser is printing in fuser mode Light 1 or Light 2.

● 13.D3.D4 The fuser is printing in fuser mode Heavy 1.

● 13.D3.D5 The fuser is printing in fuser mode Heavy 2.

● 13.D3.D6 The fuser is printing in fuser mode Heavy Paper 3.

● 13.D3.D7 The fuser is printing in fuser mode Glossy Paper 1.

● 13.D3.D8 The fuser is printing in fuser mode Glossy Paper 2.

● 13.D3.D9 The fuser is printing in fuser mode Glossy Paper 3.

13.D3 jam errors in the duplexer

Use the following procedure to clear paper jams in the right door and fuser area. When a jam occurs, the
control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.D3.Dz Duplex delivery delay jam

● 13.D3.FF Residual paper jam in right door

z = Fuser mode. This can be 0-9 or A-F.

View a video of how to clear a jam in the right door and fuser area

NOTE: The fuser is hot while the printer is in use. Wait for the fuser to cool before clearing jams.

242 Chapter 6 Numerical control panel messages

1. Open the right door.

2. Gently remove any jammed paper from the duplexer paper path.

13.D3 jam errors in the duplexer 243

 IMPORTANT: Make sure the paper being used is not to short for the printers duplexer
requirements.

3. Close the right door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the right door assembly for damage or blockage and replace the right door as needed.

Right door assembly - RM2-3665-000CN

4. Check and test the duplex refeed sensor to ensure that it moves freely and functions correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

244 Chapter 6 Numerical control panel messages

 ● Sensors

● Duplex Path Sensor

b. To test the sensor, touch the sensor icon .

c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the sensor does not function, replace the T2 assembly.

● Secondary transfer assembly - RM2-3629-000CN

5. Test the duplex components to ensure they are functioning correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Duplex Path Motors

b. Choose Switchback Motor, Duplex Refeed Clutch, or Switchback Solenoid then touch the
icon to test the component.

c. Test the components.

● If the motor fails, replace the duplex motor

● If the clutch fails, replace the registration assembly.

● If the solenoid fails, replace the delivery assembly.

Motor assembly (Duplex motor; 6700/X654/6800/X677) - RM2-4489-000CN

Recommended action for call-center agents 245

 Registration assembly - RM2-4458-000CN

● X654 Series printers

Paper delivery assembly - RM2-3555-000CN

● X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

6. Check the fuser for damage or blockage, if needed replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

7. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Check the right door assembly for damage or blockage and replace the right door as needed.

Right door assembly - RM2-3665-000CN

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

4. Check and test the duplex refeed sensor to ensure that it moves freely and functions correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Sensors

● Duplex Path Sensor

b. To test the sensor, touch the sensor icon .

246 Chapter 6 Numerical control panel messages

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. If the sensor does not function, replace the T2 assembly.

● Secondary transfer assembly - RM2-3629-000CN

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

5. Test the duplex components to ensure they are functioning correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Duplex Path Motors

b. Choose Switchback Motor, Duplex Refeed Clutch, or Switchback Solenoid then touch the
icon to test the component.

c. Test the components.

● If the motor fails, replace the duplex motor

● If the clutch fails, replace the registration assembly.

● If the solenoid fails, replace the delivery assembly.

Motor assembly (Duplex motor; 6700/X654/6800/X677) - RM2-4489-000CN

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

Recommended action for onsite technicians 247

 Registration assembly - RM2-4458-000CN
For instructions:
See the Repair Service Manual for this product.

● X654 Series printers

Paper delivery assembly - RM2-3555-000CN

● X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

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

6. Check the fuser for damage or blockage, if needed replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

7. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

NOTE: Go into the Supplies menu and reset the transfer roller counter when replaced.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: See the Repair Service Manual for this product.
Secondary transfer assembly - RM2-3629-000CN
For instructions:
See the Repair Service Manual for this product.

8. If the issue persists, elevate the case using the Standard Support Process.

13.E1.Dz
Output delivery delay jam. Late to standard bin sensor.

● 13.E1.D1 The fuser is printing in fuser mode Auto Sense special case distinguished from "typed"
Normal.

● 13.E1.D2 The fuser is printing in fuser mode Normal.

● 13.E1.D3 The fuser is printing in fuser mode Light 1 or Light 2.

● 13.E1.D4 The fuser is printing in fuser mode Heavy 1.

● 13.E1.D5 The fuser is printing in fuser mode Heavy 2.

● 13.E1.D6 The fuser is printing in fuser mode Heavy Paper 3.

● 13.E1.D7 The fuser is printing in fuser mode Glossy Paper 1.

● 13.E1.D8 The fuser is printing in fuser mode Glossy Paper 2.

248 Chapter 6 Numerical control panel messages

 ● 13.E1.D9 The fuser is printing in fuser mode Glossy Paper 3.

13.E1 jam error in the output bin

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.E1.Dz Jam in output bin

● 13.E1.FF Residual paper jam in output bin

z = paper type that is being printer on. This can be 0-9 or A-F.

View a video of how to clear a jam in the output bin

1. If paper is visible in the output bin, grasp the leading edge and remove it.

13.E1 jam error in the output bin 249

 2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

250 Chapter 6 Numerical control panel messages

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper from the exit of the fuser.

13.E1 jam error in the output bin 251

 c. Open the fuser access and check for a z-fold paper jam.

d. Remove jammed paper from fuser.

252 Chapter 6 Numerical control panel messages

 e. Remove any paper jammed in the fuser exit area.

f. Reinstall the fuser and close the right door.

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

Follow these troubleshooting steps in the order presented.

1. If paper is visible in the output bin, grasp the leading edge and remove it.

2. Open the right door.

3. Remove the fuser and remove any jammed paper found.

Recommended action for call-center agents 253

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper from the exit of the fuser.

254 Chapter 6 Numerical control panel messages

c. Open the fuser access and check for a z-fold paper jam.

d. Remove jammed paper from fuser.

e. With the fuser out, check the fuser for any damage or abnormal wear. Replace the fuser as
needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for call-center agents 255

 f. Remove any paper jammed in the fuser exit area.

g. Reinstall the fuser and close the right door.

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

5. Check the delivery roller and assembly for any damage or debris. Replace the paper delivery
assembly if damaged.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Printer series

Paper delivery assembly - RM2-3556-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. If paper is visible in the output bin, grasp the leading edge and remove it.

2. Open the right door.

3. Remove the fuser and remove any jammed paper found.

256 Chapter 6 Numerical control panel messages

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper from the exit of the fuser.

Recommended action for onsite technicians 257

 c. Open the fuser access and check for a z-fold paper jam.

d. Remove jammed paper from fuser.

e. With the fuser out, check the fuser for any damage or abnormal wear. Replace the fuser as
needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

f. Reinstall the fuser and close the right door.

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

258 Chapter 6 Numerical control panel messages

 5. Check the delivery roller and assembly for any damage or debris. Replace the paper delivery
assembly if damaged.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Printer series

Paper delivery assembly - RM2-3556-000CN

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

6. Test the fuser drive motor.

a. Using the control panel, go to the following menus: Support Tools > Troubleshooting >
Diagnostic Tools > Component Tests > Fuser Motors.

b. Run the test on the fuser drive motor.

c. If the test fails, check connector J216 and J103 on the DC controller.

d. If the motor continues to fail, replace the fuser motor assembly.

Fuser drive motor part number - RM2-4488-000CN

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

7. If all previous test check out good, check connection J121 on the DC controller to ensure that it is
not damaged and seated correctly.

8. If the error remains, replace the Delivery assembly.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Printer series

Paper delivery assembly - RM2-3556-000CN

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

13.E1.FF
A power on jam has occurred at the output bin full sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove any paper from the output bin.

b. Open the upper right door.

13.E1.FF 259
 c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove any paper in the output bin.

b. Open the upper right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Check the delivery roller and assembly for any damage or debris. Replace the paper delivery
assembly as needed.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Printer series

Paper delivery assembly - RM2-3556-000CN

3. Check the fuser for damage or wear. Replace the fuser as needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove any paper in the output bin.

b. Open the upper right door.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Check the delivery roller and assembly for any damage or debris. Replace the paper delivery
assembly as needed.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Printer series

260 Chapter 6 Numerical control panel messages

 Paper delivery assembly - RM2-3556-000CN

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

3. Check the fuser for damage or wear. Replace the fuser as needed.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

13.E2.Az
Stay jam in the input area of the IPTU.

This jam occurs when the paper stays at the IPTU inlet sensor for a designated time period after the
sensor detects the paper.

● 13.E2.A1 The fuser is printing in fuser mode Auto Sense.

● 13.E2.A2 The fuser is printing in fuser mode Normal.

● 13.E2.A3 The fuser is printing in fuser mode Light 1 or Light 2

● 13.E2.A4 The fuser is printing in fuser mode Heavy 1.

● 13.E2.A5 The fuser is printing in fuser mode Heavy 2.

● 13.E2.A6 The fuser is printing in fuser mode Heavy paper 3.

● 13.E2.A7 The fuser is printing in fuser mode Glossy paper 1.

● 13.E2.A8 The fuser is printing in fuser mode Glossy paper 2.

● 13.E2.A9 The fuser is printing in fuser mode Glossy paper 3.

● 13.E2.AB The fuser is printing in fuser mode Transparency.

● 13.E2.AC The fuser is printing in fuser mode Label.

● 13.E2.AD The fuser is printing in fuser mode Envelope 1 or Envelope 2

13.E2 jam error in top cover

Use the following procedure to check for paper in all possible jam locations in the top cover area. When
a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.E2.yz Jam in Top cover

y = "A" (stay jam) or "D" (delay jam)

z = 1-4 (output bin page is going to)

These jams can only be present if the floor standing finisher is installed

13.E2.Az 261
 View a video of how to clear a jam in the output bin

1. Open the printer top access cover.

2. Remove all paper from inside the top cover.

262 Chapter 6 Numerical control panel messages

 3. Make sure that the floor standing finisher is correctly secured to the printer.

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

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

Follow these troubleshooting steps in the order presented.

1. Follow the on screen instructions to locate and remove the paper or obstruction.

2. Open the printer top access cover.

Recommended action for call-center agents 263

 3. Remove all paper from inside the top cover.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Check the input side of the IPTU for any damaged or excessive wear.

6. Ensure that the delivery assembly is not damaged and the finisher is aligned correctly with the
printer.

7. Open the IPTU cover and run the IPTU drive motor test to Ensure that the paper-transport motors
are functioning correctly.

8. Test the IPTU drive motor.

a. Open the following menus:

● Administration

264 Chapter 6 Numerical control panel messages

 ● Troubleshooting

● Diagnostic Tests

● Component Test

b. Select the IPTU feed motor test.

NOTE: This test activates the IPTU motors and is only available when the IPTU is installed.
During the test, observe the two sets of rollers on the right side and left side while facing the
IPTU. The motor drives the input area rollers of the IPTU.

9. If the rollers in one area of the IPTU do not rotate, replace the paper feed assembly.

Paper feed assembly - RM2-3858-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Follow the on screen instructions to locate and remove the paper or obstruction.

2. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

3. Check the input side of the IPTU for any damaged or excessive wear.

4. Ensure that the delivery assembly is not damaged and the finisher is aligned correctly with the
printer.

5. Open the IPTU cover and run the IPTU drive motor test to Ensure that the paper-transport motors
are functioning correctly.

6. Test the IPTU drive motor.

a. Open the following menus:

● Administration

● Troubleshooting

● Diagnostic Tests

● Component Test

● IPTU Motor

b. Select the IPTU feed motor test.

NOTE: This test activates the IPTU motors and is only available when the IPTU is installed.
During the test, observe the two sets of rollers on the right side and left side while facing the
IPTU. The motor drives the input area rollers of the IPTU.

7. If the rollers in one area of the IPTU do not rotate, replace the paper feed assembly.

Paper feed assembly - RM2-3858-000CN

Recommended action for onsite technicians 265

 13.E2.Dz
Delay jam at the input area of the IPTU.

The paper did not reach the IPTU inlet sensor in the designated amount of time.

● 13.E2.D1 The fuser is printing in fuser mode Auto Sense.

● 13.E2.D2 The fuser is printing in fuser mode Normal.

● 13.E2.D3 The fuser is printing in fuser mode Light 1 or Light 2.

● 13.E2.D4 The fuser is printing in fuser mode Heavy 1.

● 13.E2.D5 The fuser is printing in fuser mode Heavy 2.

● 13.E2.D6 The fuser is printing in fuser mode Heavy paper 3.

● 13.E2.D7 The fuser is printing in fuser mode Glossy paper 1.

● 13.E2.D8 The fuser is printing in fuser mode Glossy paper 2.

● 13.E2.D9 The fuser is printing in fuser mode Glossy paper 3.

● 13.E2.DB The fuser is printing in fuser mode Transparency.

● 13.E2.DC The fuser is printing in fuser mode Label.

● 13.E2.DD The fuser is printing in fuser mode Envelope 1 or Envelope 2.

13.E2 jam error in top cover

Use the following procedure to check for paper in all possible jam locations in the top cover area. When
a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.E2.yz Jam in Top cover

y = "A" (stay jam) or "D" (delay jam)

z = 1-4 (output bin page is going to)

These jams can only be present if the floor standing finisher is installed

View a video of how to clear a jam in the output bin

266 Chapter 6 Numerical control panel messages

1. Open the printer top access cover.

2. Remove all paper from inside the top cover.

13.E2 jam error in top cover 267

 3. Make sure that the floor standing finisher is correctly secured to the printer.

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

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

Follow these troubleshooting steps in the order presented.

1. Follow the on screen instructions to locate and remove the paper or obstruction.

2. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

3. Check the input side of the IPTU for any damaged or excessive wear.

4. Ensure that the delivery assembly is not damaged and the finisher is aligned correctly with the
printer.

5. Open the IPTU cover and run the IPTU drive motor test to Ensure that the paper-transport motors
are functioning correctly.

6. Test the IPTU drive motor.

a. Open the following menus:

● Administration

● Troubleshooting

● Diagnostic Tests

● Component Test

268 Chapter 6 Numerical control panel messages

 b. Select the IPTU feed motor test.

NOTE: This test activates the IPTU motors and is only available when the IPTU is installed.
During the test, observe the two sets of rollers on the right side and left side while facing the
IPTU

7. If the rollers in one area of the IPTU do not rotate, replace the paper delivery assembly.

Paper feed assembly - RM2-3858-000CN

8. Check the delivery roller and assembly for any damage or debris. Replace the paper delivery
assembly if damaged.

Paper delivery assembly - RM2-3556-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Follow the on screen instructions to locate and remove the paper or obstruction.

2. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

3. Check the input side of the IPTU for any damaged or excessive wear.

4. Ensure that the delivery assembly is not damaged and the finisher is aligned correctly with the
printer.

5. Open the IPTU cover and run the IPTU drive motor test to Ensure that the paper-transport motors
are functioning correctly.

6. Test the IPTU drive motor.

a. Open the following menus:

● Administration

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Select the IPTU feed motor test.

NOTE: This test activates the IPTU motors and is only available when the IPTU is installed.
During the test, observe the two sets of rollers on the right side and left side while facing the
IPTU. The motor drives the input area rollers of the IPTU.

7. If the rollers in one area of the IPTU do not rotate, replace the paper feed assembly.

Paper feed assembly - RM2-3858-000CN

8. Test the fuser drive motor.

a. Using the control panel, go to the following menus: Support Tools > Troubleshooting >
Diagnostic Tools > Component Tests > Fuser Motors.

b. Run the test on the fuser drive motor.

Recommended action for onsite technicians 269

 c. If the test fails, check connector J216 and J103 on the DC controller.

d. If the motor continues to fail, replace the fuser motor assembly.

Fuser drive motor part number - RM2-4488-000CN

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

9. If all previous test check out good, check connection J121 on the DC controller to ensure that it is
not damaged and seated correctly.

10. If the error remains, replace the Delivery assembly.

Paper delivery assembly - RM2-3556-000CN

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

13.FF.FF
A power on residual paper jam has occurred.

This error has no specific sensor designated. It could be any sensor in the paper feed path.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. View the event log to see the previous jam code to get an idea of where the trouble started.

3. With the printer power on, open the right door, remove the fuser. Close the right door. Make sure the
printer requests to install the fuser. Reseat the fuser, this allows the printer to know the fuser was
reseated.

270 Chapter 6 Numerical control panel messages

 4. Look for paper present or obstructions in the paper path. View the event log to determine if other
jam errors are occurring and troubleshoot those errors.

5. Use the Sensors Test to isolate a faulty door switch or sensor.

6. Replace parts as determined by sensor tests, damage, or obstructions.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. View the event log to see the previous jam code to get an idea of where the trouble started.

3. With the printer power on, open the right door, remove the fuser. Close the right door. Make sure the
printer requests to install the fuser. Reseat the fuser, this allows the printer to know the fuser was
reseated.

4. Look for paper present or obstructions in the paper path. View the event log to determine if other
jam errors are occurring and troubleshoot those errors.

5. Use the Sensors Test to isolate a faulty door switch or sensor.

6. Replace parts as determined by sensor tests, damage, or obstructions.

13.40.Az Jam in top left door

Paper stay jam in top left door of Floor Stand Staple Stacker at the punch path sensor.

The finisher's punch inlet sensor remains activated longer than expected.

The following are possible codes for this finisher.

● 13.40.A2

● 13.40.A3

● 13.40.A4

13.40 or 13.47 Punch jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher
punch area. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.40.yz Punch inlet jam

y = "A" (stay jam), "D" (delay jam) or "F" (residual jam)

z = Output destination tray 0, 2-4

Recommended action for onsite technicians 271

 ● 13.47.4z Punch jam

z = Output destination tray 2-4

View a video of how to clear a jam in the floor-standing finisher punch area

1. Open the top left door.

2. Rotate the green dial on the top to the right or left

NOTE: Use the directions on the inside to assist in clearing the jam.

272 Chapter 6 Numerical control panel messages

3. Remove paper from the top left door.

4. Close the top left door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

13.40 or 13.47 Punch jam error in the Floor-standing finisher 273

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open the front left door and the top left door.

2. Remove all paper from the left bins.

3. Remove all paper found inside the top left door area.

4. Close the puncher top cover.

5. Close the top left door and close the front left door.

6. Verify that the finisher is securely fastened to the engine. Make sure that the finisher and printer
are aligned correctly. Adjust the finisher castors to obtain a uniform gap between the finisher and
the engine. With the engine-to-finisher gap correct, make sure that the finisher paper path entry
point is aligned with the printer exit point.

7. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer's punching capabilities.

8. Remove any media in the upper paper path that might be activating sensor.

9. If the error persists, replace the punch assembly.

Punch assembly - RM2-3834-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front left door and the top left door.

2. Turn the green wheel to align the arrows.

3. Lift the puncher top cover.

4. Remove all paper from the left bins.

5. Remove all paper found inside the top left door area.

6. Close the puncher top cover.

7. Close the top left door and close the front left door.

8. Verify that the finisher is securely fastened to the engine. Make sure that the finisher and printer
are aligned correctly. Adjust the finisher castors to obtain a uniform gap between the finisher and
the engine. With the engine-to-finisher gap correct, make sure that the finisher paper path entry
point is aligned with the printer exit point.

9. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer's punching capabilities.

10. Open the front door of the finisher and remove the punch waste bin from the punch unit.

11. Remove any media in the upper paper path that might be activating sensor.

12. Test the finisher punch motor.

274 Chapter 6 Numerical control panel messages

 a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Upper Motors.

b. Run the Punch Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742.

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the punch assembly.

Punch assembly - RM2-3834-000CN

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

13. If the punch motor test passed, check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742, and J750.

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

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

13.40.Dz Jam in top left door

Paper delay jam at the punch path sensor.

Paper did not reach the finisher's punch inlet sensor in the amount of time expected.

The following are possible codes for this finisher.

● 13.40.D2

● 13.40.D3

● 13.40.D4

13.40 or 13.47 Punch jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher
punch area. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

13.40.Dz Jam in top left door 275

 Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.40.yz Punch inlet jam

y = "A" (stay jam), "D" (delay jam) or "F" (residual jam)

z = Output destination tray 0, 2-4

● 13.47.4z Punch jam

z = Output destination tray 2-4

View a video of how to clear a jam in the floor-standing finisher punch area

1. Open the top left door.

2. Rotate the green dial on the top to the right or left

NOTE: Use the directions on the inside to assist in clearing the jam.

276 Chapter 6 Numerical control panel messages

3. Remove paper from the top left door.

4. Close the top left door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

13.40 or 13.47 Punch jam error in the Floor-standing finisher 277

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open the front left door and the top left door.

2. Turn the green wheel to align the arrows.

3. Lift the puncher top cover.

4. Remove all paper from the left bins.

5. Remove all paper found inside the top left door area.

6. Close the puncher top cover, close the top left door, and close the front left door.

7. Verify that the finisher is securely fastened to the engine. Make sure that the finisher and printer
are aligned correctly. Adjust the finisher castors to obtain a uniform gap between the finisher and
the engine. With the engine-to-finisher gap correct, make sure that the finisher paper path entry
point is aligned with the printer exit point.

8. Ensure that the paper meets the following conditions:

● It is in good condition, and not wrinkled or damaged.

● The correct paper size in the trays is selected according the paper size being fed.

● The type and quality of the paper that is being used meets the HP specifications for the
punching capabilities of the printer.

9. Print and analyze the event log. Check for printer related jams occurring either in the fuser or in the
duplexer. These errors might be the result of paper failing to reach the output device in the correct
amount of time. Troubleshoot all printer engine jams first.

10. Open the front door of the finisher and remove the punch waste bin from the punch unit.

11. Remove all paper from inside the top cover.

278 Chapter 6 Numerical control panel messages

 12. After clearing all paper from the IPTU and finisher perform a print test.

● If paper continues to stop in the IPTU without exiting to the finisher, replace the IPTU paper feed
assembly.

Paper feed assembly - RM2-3858-000CN

● If paper stops at the entrance of the finisher punch unit, replace the punch unit.

Punch assembly - RM2-3834-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front left door and the top left door.

2. Turn the green wheel to align the arrows.

3. Lift the puncher top cover.

4. Remove all paper from the left bins.

5. Remove all paper found inside the top left door area.

6. Close the puncher top cover, close the top left door, and close the front left door.

7. Verify that the finisher is securely fastened to the engine. Make sure that the finisher and printer
are aligned correctly. Adjust the finisher castors to obtain a uniform gap between the finisher and
the engine. With the engine-to-finisher gap correct, make sure that the finisher paper path entry
point is aligned with the printer exit point.

8. Ensure that the paper meets the following conditions:

● It is in good condition, and not wrinkled or damaged.

● The correct paper size in the trays is selected according the paper size being fed.

Recommended action for onsite technicians 279

 ● The type and quality of the paper that is being used meets the HP specifications for the
punching capabilities of the printer.

9. Print and analyze the event log. Check for printer related jams occurring either in the fuser or in the
duplexer. These errors might be the result of paper failing to reach the output device in the correct
amount of time. Troubleshoot all printer engine jams first.

10. Open the front door of the finisher and remove the punch waste bin from the punch unit.

11. Remove all paper from inside the top cover.

12. Test the IPTU drive motor.

a. Open the following menus:

● Administration

● Troubleshooting

280 Chapter 6 Numerical control panel messages

 ● Diagnostic Tests

● Component Test

b. Select the IPTU feed motor test.

NOTE: This test activates the IPTU motors and is only available when the IPTU is installed.
During the test, observe the two sets of rollers on the right side and left side while facing the
IPTU. The motor drives the input area rollers of the IPTU.

13. If the rollers in one area of the IPTU do not rotate, replace the paper feed assembly.

Paper feed assembly - RM2-3858-000CN

14. If paper stops at the entrance of the finisher punch unit, replace the punch unit.

Switch back assembly - RM2-3867-000CN

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

13.47.4z Jam in top left door

The punch does not return to its home position after operating.

This error occurs every time that you try to use the printer. The punch does not return to its home
position after operating.

The following error codes are possible:

● 13.47.41

● 13.47.42

● 13.47.43

● 13.47.44

13.40 or 13.47 Punch jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher
punch area. When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.40.yz Punch inlet jam

y = "A" (stay jam), "D" (delay jam) or "F" (residual jam)

z = Output destination tray 0, 2-4

● 13.47.4z Punch jam

z = Output destination tray 2-4

View a video of how to clear a jam in the floor-standing finisher punch area

13.47.4z Jam in top left door 281

 1. Open the top left door.

2. Rotate the green dial on the top to the right or left

NOTE: Use the directions on the inside to assist in clearing the jam.

282 Chapter 6 Numerical control panel messages

 3. Remove paper from the top left door.

4. Close the top left door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front-left and top-left doors.

2. Lift the puncher top cover.

3. Remove all paper from the left bins.

4. Remove all paper found from the top-left-door area.

5. Close the puncher top cover.

6. Close the top-left door and close the front-left door.

7. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer's punching capabilities.

8. Check to ensure that the latest version for finisher and punch firmware are installed.

9. If the error persists, replace the punch assembly.

Punch assembly - RM2-3834-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front-left and top-left doors.

Recommended action for call-center agents 283

 2. Lift the puncher top cover.

3. Remove all paper from the left bins.

4. Remove all paper found from the top-left-door area.

5. Close the puncher top cover.

6. Close the top-left door and close the front-left door.

7. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer's punching capabilities.

8. Check to ensure that the latest version for finisher and punch firmware are installed.

9. If the error persists, replace the punch assembly.

Punch assembly - RM2-3834-000CN

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

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.

● 13.60.A3 Finisher input jam when printing to output tray.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

284 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 285

 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

286 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 287

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

288 Chapter 6 Numerical control panel messages

1. Check the IPTU for paper jams or obstructions.

Recommended action for call-center agents 289

 2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

290 Chapter 6 Numerical control panel messages

3. Open the top left door.

4. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 291

 5. Open the front access do to clear any jammed paper.

292 Chapter 6 Numerical control panel messages

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

Recommended action for call-center agents 293

 6. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper
using long edge feeding. If another error appears, follow the troubleshooting for that specific error.

7. Turn the printer off, and then on.

8. Verify if there are any 13.4x.yz errors in the event log.

NOTE: This error might be caused by a faulty punch unit assembly.

If any errors are seen troubleshooting the punch unit error.

9. If the error persists, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

NOTE: Call-center; add notes for the onsite technician to check connectors J741 and J751 on
controller PCA before replacing parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the IPTU for paper jams or obstructions.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

3. Turn the printer off, and then on.

4. Verify if there are any 13.4x.yz errors in the event log.

NOTE: This error might be caused by a faulty punch unit assembly.

If any errors are seen troubleshooting the punch unit error.

5. Test the MBM inlet sensor.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Sensors > Stapler
Stacker Sensors > Upper Front Sensors > .

294 Chapter 6 Numerical control panel messages

 b. Check the MBM Inlet Sensor using a piece of paper to ensure it activates and resets
correctly. .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J68 and J741.

d. After checking connections , retest the sensor. If the test fails, replace the MBM Inlet Sensor
PCA.

Sensor PCA -
RM3-7738-000CN
For instructions: See the Repair Service Manual for this product.

e. If the test passes, continue to the next step.

6. Test the finisher punch motor to verify that the punch exit roller rotates.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Upper Motors.

b. Run the Punch Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742.

d. After checking connections run a paper path test to the finisher. If the motor test fails again,
replace the punch assembly.

Punch assembly - RM2-3834-000CN

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

7. If the punch motor test passed, check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742, and J750 and J751.

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

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

Recommended action for onsite technicians 295

 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.

● 13.60.D3 Finisher input jam when printing to the output tray.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

296 Chapter 6 Numerical control panel messages

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 297
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

298 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 299

 b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper jams from the output bins by gently grasp the leading edge and remove it.

300 Chapter 6 Numerical control panel messages

Recommended action for call-center agents 301
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

302 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

Recommended action for call-center agents 303

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

NOTE: Call-center; add notes for the onsite technician to check connectors J68, J70, J741, J752,
J750, and J751 on controller PCA before replacing parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

2. Turn the printer off, and then on.

3. Verify if there are any 13.4x.yz errors in the event log.

NOTE: This error might be caused by a faulty punch unit assembly.

a. If there are any 13.4x.yz errors, troubleshoot the punch motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Upper Motors.

c. Run the Punch Motor test by selecting the motor and pressing the activate icon .

d. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742.

304 Chapter 6 Numerical control panel messages

 e. After checking connections run a paper path test to the finisher. If the motor test fails again,
replace the punch assembly.

Punch assembly - RM2-3834-000CN

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

4. Test the MBM inlet sensor.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Sensors > Stapler
Stacker Sensors > Upper Front Sensors > .

b. Check the MBM Inlet Sensor using a piece of paper to ensure it activates and resets
correctly. .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J68 and J741.

d. After checking connections , retest the sensor. If the test fails, replace the MBM Inlet Sensor
PCA.

Sensor PCA -
RM3-7738-000CN

e. If the test passes, continue to the next step.

5. If the punch motor test passed, check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742, and J750 and J751.

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

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

13.60.5z
“Paper is too short” jam inside inner rear door or inlet sensor of the finishing unit.

The following are possible error codes:

● 13.60.51

● 13.60.52

13.60.5z 305
 ● 13.60.53

● 13.60.54

● 13.60.55

13.60 jam errors in the fuser exit area when printing to a stapler/stacker or floor-standing
finisher
Use the following procedure to check for paper in all possible jam locations in the fuser exit area when
printing to a finisher. When a jam occurs, the control panel displays an animation that assists in clearing
the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.60.51, 13.60.52 Paper too short jam

● 13.60.61, 13.60.62, 13.60.63, 13.60.64 Inter-Page Gap Jam

NOTE: The images provide do not show any accessories or copy module attached to the printer.

View a video of how to clear a jam in the output bin

1. Open the right door.

2. Remove the fuser and remove any jammed paper found.

306 Chapter 6 Numerical control panel messages

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

3. Close right door to allow the printer to clear jam message.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right upper door.

Recommended action for call-center agents and onsite technicians 307

 2. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Check the size being used and that the tray guides for the paper are set correctly.

13.60.6z
Inter page gap jam inside inner rear door or the multi-bin mailbox (MBM).

● 13.60.61 A jam is detected when printing to output 1.

308 Chapter 6 Numerical control panel messages

 ● 13.60.62 A jam is detected when printing to outpuy Tray 2.

● 13.60.63 A jam is detected when printing from Tray 3.

● 13.60.64 A jam is detected when printing from Tray 4.

● 13.60.65 A jam is detected when printing from Tray 5.

● 13.60.6D A jam is detected when printing from the duplexer.

13.60 jam errors in the fuser exit area when printing to a stapler/stacker or floor-standing
finisher
Use the following procedure to check for paper in all possible jam locations in the fuser exit area when
printing to a finisher. When a jam occurs, the control panel displays an animation that assists in clearing
the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.60.51, 13.60.52 Paper too short jam

● 13.60.61, 13.60.62, 13.60.63, 13.60.64 Inter-Page Gap Jam

NOTE: The images provide do not show any accessories or copy module attached to the printer.

View a video of how to clear a jam in the output bin

1. Open the right door.

2. Remove the fuser and remove any jammed paper found.

13.60 jam errors in the fuser exit area when printing to a stapler/stacker or floor-standing finisher 309
 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

3. Close right door to allow the printer to clear jam message.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right upper door.

310 Chapter 6 Numerical control panel messages

 2. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. Check the size being used and that the tray guides for the paper are set correctly.

13.60.F0
The Bin 3 inlet sensor detects paper when the finisher starts or after a paper auto clear.

13.60.F0 311
 13.6, 13.7, or 13.8 jam error in the Floor-standing finisher
Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

312 Chapter 6 Numerical control panel messages

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 313
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

314 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 315

 b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper jams from the output bins by gently grasp the leading edge and remove it.

316 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 317

 4. Open the front access do to clear any jammed paper.

318 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

NOTE: Call-center; add notes for the onsite technician to check connectors J750, J760, J761, J765,
and J766 on controller PCA before replacing parts.

Recommended action for call-center agents 319

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

1. Check the IPTU for paper jams or obstructions.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

3. Turn the printer off, and then on.

4. Test the MBM inlet sensor.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Sensors > Stapler
Stacker Sensors > Upper Front Sensors > .

b. Check the Bin 3 Inlet Sensor using a piece of paper to ensure it activates and resets
correctly. .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connection on the finisher PCA: J750.

d. After checking connections , retest the sensor. If the test fails, replace the switchback
assembly.

Switch back assembly - RM2-3867-000CN

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

e. If the test passes, continue to the next step.

5. Check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J750, J760, J761, J765, and J766 .

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

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

13.61.A0 or 13.61.A4 Jam in top left door

The paper failed to leave the switchback inlet sensor of the finisher.

Paper stopped at Floor standing finisher stacker switchback entry sensor.

320 Chapter 6 Numerical control panel messages

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher
Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 321

322 Chapter 6 Numerical control panel messages
2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 323

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

324 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for call-center agents 325

326 Chapter 6 Numerical control panel messages
2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 327

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

328 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. Check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

7. If the switchback motor test passed, check the IMF motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Intermediate Feed Motor test by selecting the motor and pressing the activate
icon .

c. If the test failed, replace the intermediate feed assembly (IMF assembly).

IMF assembly - RM2-3839-000CN

Recommended action for onsite-technician

Follow these troubleshooting steps in the order presented.

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

2. Turn the printer off, and then on.

3. Check the Switchback motor by running the motor test.

Recommended action for onsite-technician 329

 a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test failed, replace the switchback assembly.

NOTE: Before replacing any parts check the following connection on the finisher control PCA
J72, J85, J750, and J780 and retest the finisher.

Switch back assembly - RM2-3867-000CN

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

4. If the switchback motor test passed, check the IMF motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Intermediate Feed Motor test by selecting the motor and pressing the activate
icon .

c. If the test failed, replace the intermediate feed assembly (IMF assembly).

NOTE: Before replacing any parts check the following connection on the finisher control PCA
J72, J85, J750, and J780 and retest the finisher.

IMF assembly - RM2-3839-000CN

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

13.61.D0 or 13.61.D4 Jam in top left door

The paper failed to reach the switchback inlet sensor of the finisher.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

330 Chapter 6 Numerical control panel messages

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 331

 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

332 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 333

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

334 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for call-center agents 335

 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

336 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

Recommended action for call-center agents 337

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

338 Chapter 6 Numerical control panel messages

 2. Turn the printer off, and then on.

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

NOTE: Before replacing any parts check the following connection on the finisher control PCA J85,
J88, J750, and J751 and retest the finisher.

Switch back assembly - RM2-3867-000CN

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

13.60.A1, 13.60.A2 or 13.60.A3 Jam in top left door

Paper stay jam. The paper failed to leave the MBM inlet 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.

● 13.60.A3 Finisher input jam when printing to output tray.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

13.60.A1, 13.60.A2 or 13.60.A3 Jam in top left door 339

 1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

340 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 341

 4. Open the front access do to clear any jammed paper.

342 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

Recommended action for call-center agents 343

 1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

344 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 345

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

346 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

NOTE: Call-center; add notes for the onsite technician to check connectors J741 and J742 on
controller PCA before replacing parts.

Recommended action for call-center onsite technician

Follow these troubleshooting steps in the order presented.

1. Check the IPTU for paper jams or obstructions.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

3. Turn the printer off, and then on.

4. Test the MBM inlet sensor.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Sensors > Stapler
Stacker Sensors > Upper Front Sensors > .

b. Check the MBM Inlet Sensor using a piece of paper to ensure it activates and resets
correctly. .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J68 and J741.

d. After checking connections , retest the sensor. If the test fails, replace the MBM Inlet Sensor
PCA.

Sensor PCA -

Recommended action for call-center onsite technician 347

 RM3-7738-000CN

e. If the test passes, continue to the next step.

5. If the sensor test passed, check the Switchback motor by running the motor test.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors > Rear Motors.

b. Run the Switchback Motor test by selecting the motor and pressing the activate icon .

c. If the test fails, check the connectors on the stacker controller PCA for correct seating and a
secure connection, and verify that the wiring at the sensor and motors are not damaged.

Check the following connections in the finisher: J32, J70, J721, J742, and J750 and J751.

d. After checking connections run a paper path test to the finisher. If the error persists, and the
test failed, replace the switchback assembly.

Switch back assembly - RM2-3867-000CN

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

13.80.Az Jam in upper right door

3 Bin Stapler/Stacker inlet-sensor stay jam.

This 3 Bin stapler/stacker finisher is only support on specific models.

The specific jam error code will be one of the following forms:

● 13.80.A0

● 13.80.A1

● 13.80.A2

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

348 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 349

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

350 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 351

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

352 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

Recommended action for call-center agents 353

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

354 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

Recommended action for call-center agents 355

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

6. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

356 Chapter 6 Numerical control panel messages

 c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

e. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

a. If the stapler/stacker feed motor test passes, test the stapler/stacker output motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J301, J402, and J501 before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If either test fails, check the following connections J402, and J501 and retest.

Recommended action for onsite technicians 357

 e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

IMPORTANT: Notes must be added for onsite technician to check the following connections
J402, and J501 before replacing any parts.

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

a. If the stapler/stacker feed motor test passes, test the stapler/stacker output motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, check the following connections J301, J402, and J501 and retest the motor.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

358 Chapter 6 Numerical control panel messages

a. Open the upper right door.

b. Remove paper from input area inside the door.

Recommended action for onsite technician 359

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

360 Chapter 6 Numerical control panel messages

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

Recommended action for onsite technician 361

 b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

6. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

IMPORTANT: Onsite technician, disconnect and reconnect the following connections J402,
and J501 before replacing any parts.

e. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

IMPORTANT: Onsite technician, disconnect and reconnect the following connections J402,
and J501 before replacing any parts.

362 Chapter 6 Numerical control panel messages

 a. If the stapler/stacker feed motor test passes, test the stapler/stacker output motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

IMPORTANT: Onsite technician, disconnect and reconnect the following connections J402,
and J501 before replacing any parts.

13.80.Dz Jam in upper right door

3 bin stapler/stacker inlet-sensor delay jam.

This 3 Bin stapler/stacker finisher is only support on specific models.

The specific jam error code will be one of the following forms:

● 13.80.D0

● 13.80.D1

● 13.80.D2

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

13.80.Dz Jam in upper right door 363

 1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

364 Chapter 6 Numerical control panel messages

b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 365

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

366 Chapter 6 Numerical control panel messages

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

Recommended action for call-center agents 367

 1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

368 Chapter 6 Numerical control panel messages

b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

Recommended action for call-center agents 369

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

370 Chapter 6 Numerical control panel messages

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

6. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

Recommended action for call-center agents 371

 c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

e. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

IMPORTANT: Notes must be added for onsite technician to check the following connections
J402, and J501 before replacing any parts.

a. If the stapler/stacker feed motor test passes, test the stapler/stacker output motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J301, J402, J501, J503 before replacing any parts.

a. If the stapler/stacker output motor test passes, test the stapler/stacker inlet flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Inlet Flapper Solenoid test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, replace the inlet flapper solenoid.

Solenoid assembly - RM2-1040-010CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J301, J402, J501 and J502 before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

372 Chapter 6 Numerical control panel messages

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. Check the following connections J402, and J501 and the retest feed motor and solenoid.

e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

a. If the stapler/stacker feed motor test passes, test the stapler/stacker output motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, check the following connections, J301, J402, J501, J503 and then retest the
motor.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

a. If the stapler/stacker output motor test passes, test the stapler/stacker inlet flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Inlet Flapper Solenoid test by selecting the motor or solenoid and pressing the
activate icon .

Recommended action for onsite technicians 373

 d. If the test fails, replace the inlet flapper solenoid.

Solenoid assembly - RM2-1040-010CN

IMPORTANT: Check the following connections J301, J402, J501 and J502 before replacing
any parts.

13.80.F0
Power on paper jam at SS inlet sensor when the finisher is initializing.

NOTE: This error can be exhibited in the 3 bin Stapler/Stacker unit, or the Floor standing stapler/
stacker.

Select one of the following for the output device that is installed on the printer to go to the correct
troubleshooting steps.

● Go here for: 3 Bin Stapler/Stacker on page 374

● Go here for: Floor standing stapler stacker on page 382

3 Bin Stapler/Stacker
Paper stay jam. The paper failed to leave the staple inlet sensor of the finisher.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

374 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 375

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

376 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 377

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

378 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

Recommended action for call-center agents 379

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

380 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

3. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

4. After clearing all jams, test the stapler/stacker unit. If the issue persists, replace the stapler
assembly.

Stapler assembly - RK2-8148-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following connections
J503 before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, check the following connections J402, and J501 and then run the test
again.

Recommended action for onsite technicians 381

 e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, disconnect and reconnect the following connections J402, and J501
and then retest. If the test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, disconnect and reconnect the following connections J301, J402, and J501 and
retest.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

6. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the test fails, check the following connections J502, J501 and J7301 and then retest.

d. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

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

Floor standing stapler stacker

Power on paper jam at SS inlet sensor when the floor standing stapler stacker is initializing.

382 Chapter 6 Numerical control panel messages

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher
Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 383

384 Chapter 6 Numerical control panel messages
2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 385

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

386 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for call-center agents 387

 3. Open the top left door.

4. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

388 Chapter 6 Numerical control panel messages

5. Open the front access door to clear any jammed paper.

Recommended action for call-center agents 389

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

6. If the error persists, replace the IMF assembly..

IMF assembly - RM2-3839-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following connection
before replacing any parts.

J782

390 Chapter 6 Numerical control panel messages

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

1. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for onsite technician 391

 3. Open the top left door.

4. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

392 Chapter 6 Numerical control panel messages

5. Open the front access door to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

Recommended action for onsite technician 393

 b. Use the directions inside the front access door to help remove the paper.

6. If the error persists, replace the IMF assembly..

IMF assembly - RM2-3839-000CN

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

IMPORTANT: Onsite technician; check the following connection before replacing any parts.

J782

13.83.Az or 13.83.Dz Jam in upper right door

The paper jam at 3 bin stapler/stacker staple inlet sensor of the finisher.

This 3 Bin stapler/stacker finisher is only support on specific models.

Az = Stay jam

Dz = Delay jam

The following errors are possible.

● 13.83.A0 or 13.83.D0

● 13.83.A1 or 13.83.D1

● 13.83.A1 or 13.83.D2

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

394 Chapter 6 Numerical control panel messages

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 395

 a. Open the upper right door.

b. Remove paper from input area inside the door.

396 Chapter 6 Numerical control panel messages

c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 397

 3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

398 Chapter 6 Numerical control panel messages

 b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper from the output bins.

2. Clear all paper from upper right door.

Recommended action for call-center agents 399

 a. Open the upper right door.

b. Remove paper from input area inside the door.

400 Chapter 6 Numerical control panel messages

 c. Remove paper from upper output area inside the door.

d. Close the upper right door.

3. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

4. After clearing all jams, test the stapler/stacker unit. If the issue persists, replace the stapler
assembly.

Stapler assembly - RK2-8148-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following connections
J503 before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. After clearing all jams, test the stapler/stacker unit. If the issue persists, check the following
connections J503.

6. If the issue persists, replace the stapler assembly.

Stapler assembly - RK2-8148-000CN

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

Recommended action for onsite technicians 401

 13.83.F0
The paper jam in 3 bin stapler/stacker finisher staple inlet sensor at power-on, reboot, or auto-clearing.

This 3 Bin stapler/stacker finisher is only support on specific models.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

402 Chapter 6 Numerical control panel messages

a. Open the upper right door.

b. Remove paper from input area inside the door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 403

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

404 Chapter 6 Numerical control panel messages

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 405

 b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper from the output bins.

2. Clear all paper from upper right door.

406 Chapter 6 Numerical control panel messages

a. Open the upper right door.

b. Remove paper from input area inside the door.

Recommended action for call-center agents 407

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

3. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

4. After clearing all jams, test the stapler/stacker unit. If the issue persists, replace the stapler
assembly.

Stapler assembly - RK2-8148-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following connections
J503 before replacing any parts.

408 Chapter 6 Numerical control panel messages

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

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, check the following connections J402, and J501 and then run the test
again.

e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, disconnect and reconnect the following connections J402, and J501
and then retest. If the test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, disconnect and reconnect the following connections J301, J402, and J501 and
retest.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

For instructions:

Recommended action for onsite technicians 409

 See the Repair Service Manual for this product.

6. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the test fails, check the following connections J502, J501 and J7301 and then retest.

d. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

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

13.84.Az or 13.84.Dz
The paper at the exit sensor of the 3 bin stapler/stacker finisher.

This 3 Bin stapler/stacker finisher is only support on specific models.

Az = Stay jam

Dz = Delay Jam

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

410 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 411

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

412 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 413

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

414 Chapter 6 Numerical control panel messages

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

Recommended action for call-center agents 415

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

416 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

Recommended action for call-center agents 417

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

6. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

418 Chapter 6 Numerical control panel messages

 c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

e. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J301, J402, and J501 before replacing any parts.

7. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J502, J501 and J7301, before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

Recommended action for onsite technicians 419

 3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, check the following connections J402, and J501 and then run the test
again.

e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, check the following connections J402, and J501 and then retest. If the
test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, check the following connections J301, J402, and J501 and retest.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

6. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

420 Chapter 6 Numerical control panel messages

 b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the test fails, check the following connections J502, J501 and J7301 and then retest.

d. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

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

13.84.F0
The paper jam in exit sensor of the 3 bin stapler/stacker finisher on power-on, reboot, or auto-clearing.

This 3 Bin stapler/stacker finisher is only support on specific models.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

13.84.F0 421
 1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

422 Chapter 6 Numerical control panel messages

b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 423

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

424 Chapter 6 Numerical control panel messages

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

Recommended action for call-center agents 425

 1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

426 Chapter 6 Numerical control panel messages

b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

Recommended action for call-center agents 427

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

428 Chapter 6 Numerical control panel messages

 a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

6. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

Recommended action for call-center agents 429

 c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

e. If the solenoid test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J402, and J501 before replacing any parts.

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J301, J402, and J501 before replacing any parts.

7. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

IMPORTANT: Call-center; add notes for the onsite technician to check the following
connections J502, J501 and J7301, before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

430 Chapter 6 Numerical control panel messages

3. Remove the fuser and remove any jammed paper found.

4. Ensure that the type and quality of the paper that is being used meets the HP specifications for the
printer.

5. Test the following to determine which part to replace.

a. Test the stapler/stacker feed motor and output bin 2 flapper solenoid.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Feed Motor and Output Bin 2 Flapper Solenoid test by selecting the
motor or solenoid and pressing the activate icon .

d. If the motor test fails, check the following connections J402, and J501 and then run the test
again.

e. If the motor test fails, replace the SS feed motor.

Motor, stepping DC - RK2-8149-000CN

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

f. If the solenoid test fails, check the following connections J402, and J501 and then retest. If the
test fails, replace the lower feed assembly.

Lower paper feed assembly - RM2-4168-000CN

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

a. If the stapler/stacker feed motor and solenoid test passes, test the stapler/stacker output
motor.

b. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

c. Run the Stapler Stacker Output Motor test by selecting the motor or solenoid and pressing the
activate icon .

d. If the test fails, check the following connections J301, J402, and J501 and retest.

e. If the motor test fails, replace the upper feed assembly.

Upper paper feed assembly - RM2-4169-000CN

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

6. If the previous tests all pass, test the inlet flapper solenoid.

a. Open the following menus: Support Tools > Troubleshooting > Diagnostics > Component Tests
> Stapler Stacker Motors

Recommended action for onsite technicians 431

 b. Run the Stapler Stacker Inlet Flapper Solenoid test by selecting the solenoid and pressing the
activate icon .

c. If the test fails, check the following connections J502, J501 and J7301 and then retest.

d. If the solenoid test fails, replace the solenoid assembly.

Solenoid assembly - RM2-1040-010CN

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

13.85.A4 or 13.85.F0 Jam in front left door

Stacker delivery sensor SR18 stay jam.

The finisher's stapler/stacker exit sensor SR18 remains activated longer than expected.

● 13.85.A4 Stay jam going to stapler output bin 4.

● 13.85.F0 Stay jam going to stapler output bin 4 or when printer turned on.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

432 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 433

 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

434 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 435

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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.

436 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 437

 4. Open the front access do to clear any jammed paper.

438 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

c. Inspect the stapler area for any jammed paper or obstructions.

Clear jams or debris as needed.

5. Verify that the stapler exit sensor flag is not damaged, moves freely, and is aligned correctly with
the sensor body.

6. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

7. Turn the printer off, and then on.

Recommended action for call-center agents 439

 8. If the error persists, and none of the previous steps correct the problem, replace the stacker paper
delivery assembly.

Paper delivery assembly - RM2-3836-000CN

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

440 Chapter 6 Numerical control panel messages

 c. Inspect the stapler area for any jammed paper or obstructions.

Clear jams or debris as needed.

2. Verify that the stapler exit sensor flag is not damaged, moves freely, and is aligned correctly with
the sensor body.

3. Turn the printer off, and then on.

4. If the error persists, and none of the previous steps correct the problem, replace the stacker paper
delivery assembly.

Paper delivery assembly - RM2-3836-000CN

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

13.89.30 Jam in front left door

Stapler/Stacker staple jam going to unknown bin.

The finisher stapler does not return to its home position after operating.

The stapler fails to return to the home position due to faulty parts such as the stapler home sensor.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher

Use the following procedure to check for paper in all possible jam locations in the floor-standing finisher.
When a jam occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.6x.yz Jam in Floor standing stapler/stacker

● 13.7x.yz Jam in Floor standing stapler/stacker

● 13.8x.yz Jam in Floor standing stapler/stacker

x = 0, 1, 3, 4, 5

y = "A" (stay jam), "D" (delay jam), "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the floor-standing finisher

13.89.30 Jam in front left door 441

 1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

442 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

13.6, 13.7, or 13.8 jam error in the Floor-standing finisher 443

 4. Open the front access do to clear any jammed paper.

444 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the front access do to clear any jammed paper.

Recommended action for call-center agents 445

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

446 Chapter 6 Numerical control panel messages

 c. Pull down the colored handle on the staple carriage, and then pull the staple carriage straight
out.

d. Check the staple cartridge for jammed staples and remove them as needed.

e. Reinstall the staple carriage into the stapler by pressing the colored handle inward until it
snaps into place.

2. Turn the printer off, and then on.

3. If the error persist, replace the stapler assembly.

● Stapler assembly: RK2-8148-000CN

NOTE: Call-center; add notes for the onsite technician to check J786 and J787 on the FSSS
controller PCA (Floor stand staple stacker).

Recommended action for call-center agents 447

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

1. Remove all paper jams or obstructions from the floor standing stapler stacker..

2. Remove the stapler cartridge and check for jammed staples.

3. Turn the printer off, and then on.

4. If the error persists, power off, and disconnect / reconnect the wire harness J786 and J787 on the
FSSS controller PCA. Then turn the power on.

5. If the error persists, run the following tests.

● Run the Staple shift home position sensor test.

1. Go to the following menus: Support Tools > Troubleshooting > Diagnostic Tests > Paper Path
Sensor Test

2. Scroll to and test the Staple shift home position sensor test for SR9.

3. If the sensor test fails, replace the FSSS alignment assembly.

Alignment assembly - RM2-3833-000CN

For instructions:

See the Repair Service Manual for this product.

● Run the Stapler shift motor test.

1. Go to the following menus: Support Tools > Troubleshooting > Diagnostic Tests > Component
Tests > Stapler/Stacker motors > Output Motors

2. Touch the motor icon for the Stapler Shift Motor, then run the test.

3. If the test fails, replace the FSSS alignment assembly.

Alignment assembly - RM2-3833-000CN

For instructions:

See the Repair Service Manual for this product.

● Run the Stapler Motor test.

1. Go to the following menus: Support Tools > Troubleshooting > Diagnostic Tests > Component
Tests > Stapler/Stacker motors > Lower Motors

2. Touch the motor icon for the Stapler Motor, then run the test.

3. If the test fails, replace the stapler assembly.

Stapler assembly - RK2-8148-000CN

for instructions:

See the Repair Service Manual for this product.

448 Chapter 6 Numerical control panel messages

13.89.31
Stapler Jam in Front Stapler Door.

This 3 Bin stapler/stacker finisher is only support on specific models.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker

Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 13.80.yz Jam in 3 Bin stapler/stacker

● 13.83.yz Jam in 3 Bin stapler/stacker

● 13.84.yz Jam in 3 Bin stapler/stacker

y = "A" (stay jam), "B" (delay jam) "F" (residual jam)

z = Output destination tray 0-4

View a video of how to clear a jam in the output bin

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

13.89.31 449
 a. Open the upper right door.

b. Remove paper from input area inside the door.

450 Chapter 6 Numerical control panel messages

c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

13.80, 13.83, or 13.84 jam errors in the 3 Bin Stapler/Stacker 451

 3. Open the right door.

4. Remove the fuser and remove any jammed paper found.

a. Squeeze the release levers on the handles (circle call-outs) and then remove the fuser.

452 Chapter 6 Numerical control panel messages

 b. Remove any paper jammed in the fuser exit area.

c. Reinstall the fuser and close the right door.

5. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

6. 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 any paper from the output bins.

2. Clear all paper from upper right door.

a. Open the upper right door.

Recommended action for call-center agents 453

 b. Remove paper from input area inside the door.

c. Remove paper from upper output area inside the door.

454 Chapter 6 Numerical control panel messages

 d. Remove paper from upper standard exit area.

e. Close the upper right door.

3. Open the 3-bin stapler/stacker staple door.

4. Pull down the colored handle on the staple carriage, and then pull the staple carriage straight out.

Recommended action for call-center agents 455

 5. Check the stapler cartridge and inside the staple door for and jammed staples and remove them
as needed. Then install the staple cartridge.

6. Turn the printer off, and then on.

7. If the error persists, replace the 3 Bin stapler/stacker staple assembly.

Call-center; add notes for the onsite technician to check connector J203 and J204 on the controller
PCA before replacing any parts.
Stapler assembly - RK2-8148-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

3. Open the 3-bin stapler/stacker staple door.

4. Pull down the colored handle on the staple carriage, and then pull the staple carriage straight out.

5. Check the stapler cartridge and inside the staple door for and jammed staples and remove them
as needed. Then install the staple cartridge.

6. Turn the printer off, and then on.

456 Chapter 6 Numerical control panel messages

 7. If the error persists, replace the 3 Bin stapler/stacker staple assembly.

Notes must be added for onsite technician to check connector J203 and J204 on the controller
PCA before replacing any parts.
Stapler assembly - RK2-8148-000CN
For instructions:
See the Repair Service Manual for this product.

8. If the error persists, replace the 3 Bin stapler/stacker PCA.

The following must be checked before replacing parts, connector J203 and J204 on the controller
PCA.
Staple stacker PCA - RM3-7950-000CN
For instructions:
See the Repair Service Manual for this product.

20.WX.YZ and 21.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.

20.00.00 Insufficient memory <device>

Event log message 20.00.00.

The printer does not have enough memory to print the page.

The printer received more data than can fit in the available memory. The customer might have tried to
transfer too many macros, soft fonts, or complex graphics.

Recommended action
■ Touch the OK button to print the transferred data. Some data might be lost. Reduce the page
complexity or add printer memory.

21.* errors
Errors in the 21.* family are related to the printer memory and complexity of the image being printed. The
page might require more memory than the printer has available.

20.* errors 457

 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. Touch the OK button to clear the error.

2. Reduce the page complexity.

3. Add product memory.

21.00.00 Page Too ComplexEvent log error message 21.00.00.

The printer displays this message to indicate that the page decompression process was too slow for the
printer.

Recommended action
■ Touch the OK button to continue. There may be some data loss on the page that was being formatted
when the error occurred.

30.WX.YZ error messages (30.* are related to the flatbed

scanner)
30.01.01
The flatbed cover sensor was interrupted.

The scanner flatbed cover is open.

This message appears only in the event log and is not posted on the control panel.

The control panel will read Flatbed Cover Open.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. This error message should automatically clear.

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

Follow these troubleshooting steps in the order presented.

1. This error message should automatically clear.

2. If the issue persists, complete the following steps:

458 Chapter 6 Numerical control panel messages

 a. Check the sensor in the flatbed assembly to verify if it is damaged or stuck. If it is damaged,
replace the image scanner assembly.

b. Verify the sensors functionality by using the Manual Sensor Test for the Flatbed Cover Sensor.
Open the following menus: Support Tools > Troubleshooting > Diagnostic Tests > Sensors >
Flatbed Sensors

Select the flatbed sensor icon .

Open and close the flatbed cover. The Flatbed cover sensor counter should advance from
zero incriminating by one for each open and close of the cover. Should the flatbed cover
sensor not actuate and advance the counter replace the flatbed scanner assembly.
Order the flatbed scanner assembly for service event:
Flatbed scanner (6xxx Series) - 6QN35-67006

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected
and seated correctly on the SCB before replacing any parts.

3. If the error persists order the SCB for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Recommended action for onsite technicians 459

 Figure 6-13 Gate Closed

Figure 6-14 Proper insertion

Figure 6-15 Improper insertion

1. This error message should automatically clear.

2. If the issue persists, complete the following steps:

a. Check the sensor in the flatbed assembly to verify if it is damaged or stuck. If it is damaged,
replace the image scanner assembly.

460 Chapter 6 Numerical control panel messages

 b. Verify the sensors functionality by using the Manual Sensor Test for the Flatbed Cover Sensor.
Open the following menus: Support Tools > Troubleshooting > Diagnostic Tests > Sensors >
Flatbed Sensors

Select the flatbed sensor icon .

Open and close the flatbed cover. The Flatbed cover sensor counter should advance from
zero incriminating by one for each open and close of the cover. Should the flatbed cover
sensor not actuate and advance the counter replace the flatbed scanner assembly.
Flatbed scanner (6xxx Series) - 6QN35-67006
For instructions:
See the Repair Service Manual for this product.

NOTE: Check all the cables on the SCB for correct connection and seating before replacing
any parts.

1 6 8

5 7 9
2 3
4

c. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

30.01.06 Scanner Fan Error

The Scanner fan has 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.

30.01.06 Scanner Fan Error 461

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Observe the movement of the optics assembly.

3. Print a Configuration Page and check if the latest version of firmware is installed. If the firmware is
not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error still remains and the firmware has been upgraded, order the SCB for service event .

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-16 Gate Closed

Figure 6-17 Proper insertion

462 Chapter 6 Numerical control panel messages

 Figure 6-18 Improper insertion

1. Turn the printer off, and then on.

2. Observe the movement of the optics assembly.

3. Print a Configuration Page and check if the latest version of firmware is installed. If the firmware is
not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error still remains and the firmware has been upgraded, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

NOTE: Check all the cables on the SCB for correct connection and seating before replacing any
parts.

1 6 8

5 7 9
2 3
4

5. If the error persists, replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

For instructions:

30.01.08 Home position error

The scanner optic failed to return to the home position.

30.01.08 Home position error 463

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Observe the movement of the optics assembly.

3. Print a Configuration Page and check if the latest version of printer firmware is installed. If the
firmware is not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error still remains and the firmware has been upgraded order the SCB for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-19 Gate Closed

Figure 6-20 Proper insertion

464 Chapter 6 Numerical control panel messages

Figure 6-21 Improper insertion

1. Turn the printer off, and then on.

2. Observe the movement of the optics assembly.

3. Print a Configuration Page and check if the latest version of printer firmware is installed. If the
firmware is not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error still remains and the firmware has been upgraded replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

NOTE: Check all the cables on the SCB for correct connection and seating before replacing any
parts.

1 6 8

5 7 9
2 3
4

5. If the error persists, replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

Recommended action for onsite technicians 465

 30.01.14 Scan system EEPROM error
SCB EEPROM 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer firmware is installed. If the
firmware is not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Order the SCB for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-22 Gate Closed

Figure 6-23 Proper insertion

466 Chapter 6 Numerical control panel messages

 Figure 6-24 Improper insertion

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer firmware is installed. If the
firmware is not on the latest version, update the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Ensure all connectors on the SCB are seated fully.

NOTE: Check all the cables on the SCB for correct connection and seating before replacing any
parts.

1 6 8

5 7 9
2 3
4

4. Replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

30.01.41 Scanner error

The formatter lost connections with the SCB or communication was corrupted.

NOTE: Check the voltage of the unit on the regulatory sticker. In the past, this event is directly related
to a 220V printer being plugged into a 110V outlet. Ensure that the voltage of the outlet matches the
voltage of the printer.

30.01.41 Scanner error 467

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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Order the SCB for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-25 Gate Closed

Figure 6-26 Proper insertion

468 Chapter 6 Numerical control panel messages

 Figure 6-27 Improper insertion

1. Turn the printer off, and then on.

2. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, turn the printer off, and then check all cables on the scanner control board
(SCB) for correct connection and seating.

1 6 8

5 7 9
2 3
4

4. Check all cable connections on the formatter that go to the scanner control board.

5. Turn the printer on to verify the issue is resolved.

6. If the error persists, replace the SCB.

NOTE: DO NOT replace any parts before all cables a checked for correct connection and seating.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

30.01.43 SCB memory failure

SCB memory error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

30.01.43 SCB memory failure 469

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

3. If the error persists, order the scanner control board (SCB) for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

3. Disconnect and reconnect all cables between the formatter and the scanner control board (SCB).

1 6 8

5 7 9
2 3
4

4. If the error persists, replace the scanner control board (SCB).

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

470 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the formatter.

Table 6-43 Part information

Part number Part description

6QN35-67002 Formatter (68xx / X67xxx)

6QN35-67005 Formatter (68xx / X67xxx) (China/India)

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

30.01.44
SCB communication error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, order the scanner control board (SCB) for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

30.01.44 471
 Figure 6-28 Gate Closed

Figure 6-29 Proper insertion

Figure 6-30 Improper insertion

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, turn the printer off, and then check all cables on the formatter and SCB for
correct connection and seating.

IMPORTANT: Make sure to remove and reconnect call-out 5 as this is a direct cause of 31.01.44
errors.

472 Chapter 6 Numerical control panel messages

 1 6 8

5 7 9
2 3
4

4. Check all cable connections on the formatter that go to the scanner control board.

5. Turn the printer on to verify the issue is resolved.

6. If the error persists, replace the SCB.

NOTE: DO NOT replace any parts before all cables a checked for correct connection and seating.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

7. If the error persists, replace the formatter.

Table 6-44 Part information

Part number Part description

6QN35-67002 Formatter (68xx / X67xxx)

6QN35-67005 Formatter (68xx / X67xxx) (China/India)

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

30.01.45 Scanner Error To continue turn off then on

CPB firmware assertion failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

30.01.45 Scanner Error To continue turn off then on 473

 2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, order the scanner control board (SCB) for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-31 Gate Closed

Figure 6-32 Proper insertion

474 Chapter 6 Numerical control panel messages

 Figure 6-33 Improper insertion

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, turn the printer off, and then check all cables on the formatter and SCB for
correct connection and seating.

1 6 8

5 7 9
2 3
4

4. Check all cable connections on the formatter that go to the scanner control board.

5. Turn the printer on to verify the issue is resolved.

6. If the error persists, replace the SCB.

NOTE: DO NOT replace any parts before all cables a checked for correct connection and seating.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

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

30.01.46 Scanner Error

Scanner firmware error.

30.01.46 Scanner Error 475

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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, order the scanner control board (SCB) for service event.

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, turn the printer off, and then check all cables on the formatter and the SCB for
correct connection and seating.

NOTE: Check all the cables on the SCB for correct connection and seating before replacing any
parts.

476 Chapter 6 Numerical control panel messages

 1 6 8

5 7 9
2 3
4

4. Disconnect and reconnect the FFC connectors 5 and 7 cable from the formatter and the scanner
control board.

5. Turn the printer on.

6. If the error persists, replace the SCB.

NOTE: Check all cables on the SCB for correct connection and seating before replacing any
parts.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

30.01.57 Scanner error

Scan device detected an error with communication with CPB.

Scan Device detects error with communication with CPB due to lost PCIe connection with Scan ASIC.

NOTE: This error has been seen after opening and closing the automatic document feeder (ADF) to
access the flatbed glass one or multiple times due to electrical noise that has been resolved with new
scanner control boards (SCB).

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

Follow these troubleshooting steps in the order presented.

30.01.57 Scanner error 477

 1. Turn the printer off, and then on.

2. If the error persists,order the scanner control board (SCB) for service event.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off, and then check all cables on the formatter and SCB for
correct connection and seating.

1 6 8

5 7 9
2 3
4

3. If the error persists, replace the scanner control board (SCB).

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

30.03.14
A non-fatal error has occurred.

A scanner EEPROM (NVM) error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. This is an informational message, and no action should be required.

2. If the error persists, turn the printer off, and then on to let the scanner initialize.

478 Chapter 6 Numerical control panel messages

30.03.20
Front side scanner 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order a flatbed scanner assembly for service event.

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Flatbed scanner (6xxx Series) - 6QN35-67006

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

3. Verify that the FFCs between scanner and the SCB (3, 4, and 6) are connected and correctly seated.

1 6 8

5 7 9
2 3
4

4. Turn the print on.

30.03.20 479
 5. If the error persists, replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

30.03.22 Scanner failure

Front side illumination calibration failure.

The scan module cannot see the illumination module, or marginal illumination.

The optical assembly may not be parked under the calibration strip.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the error persists, order a flatbed scanner assembly for service event.

Flatbed scanner (6xxx Series) - 6QN35-67006

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

480 Chapter 6 Numerical control panel messages

 4. Reseat the image scanner FFC connection.

1 6 8

5 7 9
2 3
4

5. Under the troubleshooting menu, run a “Continuous Scan” single sided to verify that the flatbed
scan assembly moves freely and the scanner bulb is illuminated.

6. Replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

30.03.23 Scanner failure

Calibration error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

30.03.23 Scanner failure 481

 3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. Under the troubleshooting menu, run a “Continuous Scan” single sided to verify that the flatbed
scan assembly moves freely and the scanner bulb is illuminated.

5. If the error persists, replace order a flatbed scanner assembly for service event.

Flatbed scanner (6xxx Series) - 6QN35-67006

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-34 Gate Closed

Figure 6-35 Proper insertion

Figure 6-36 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

482 Chapter 6 Numerical control panel messages

 4. If the error persists, turn the printer off, and then check all cables on the scanner control board
(SCB) for correct connection and seating.

1 6 8

5 7 9
2 3
4

5. Under the troubleshooting menu, run a “Continuous Scan” single sided to verify that the flatbed
scan assembly moves freely and the scanner bulb is illuminated.

6. If the error persists, replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

30.03.30 Scanner Failure

Flatbed motor shutdown.

The SCB cannot communicate with the flatbed scanner motor.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on. As the printer turns on, open the document feeder, and verify that
the scan head moves.

2. If the error persists, order the flatbed scanner assembly for service event

Flatbed scanner (6xxx Series) - 6QN35-67006

30.03.30 Scanner Failure 483

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

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-37 Gate Closed

Figure 6-38 Proper insertion

Figure 6-39 Improper insertion

1. Turn the printer off, and then on. As the printer turns on, open the document feeder, and verify that
the scan head moves.

2. Run diagnostics on the flatbed scanner to see if the scan bar moves.

a. Open the following menus: Support Tools > Component Tests > Flatbed Motors.

b. Select the Flatbed Motor test.

c. Touch the run icon on the bottom of the screen.

d. Watch the scan head movement.

484 Chapter 6 Numerical control panel messages

 3. If the test fails, check all the cable connections on the SCB.

IMPORTANT: Disconnect and reconnect call-outs 1 and 8. These connections are directly related
to 30.03.30 errors.

1 6 8

5 7 9
2 3
4

4. Replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

30.03.45 Scanner Error To continue turn off then on

SCB firmware assertion failure. SCB firmware assertion controls the scan head motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

30.03.45 Scanner Error To continue turn off then on 485

 3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the error persists, order a flatbed scanner assembly for service event.

Flatbed scanner (6xxx Series) - 6QN35-67006

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB), it is important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on some
other LaserJet printer families.

Figure 6-40 Gate Closed

Figure 6-41 Proper insertion

Figure 6-42 Improper insertion

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, turn the printer off, and then check all cables on the scanner control board
(SCB) for correct connection and seating.

IMPORTANT: Disconnect and reconnect call-out 7. This is directly related to 30.03.45 errors.

486 Chapter 6 Numerical control panel messages

 1 6 8

5 7 9
2 3
4

4. Check the event log for other scanner errors. If the errors are present, resolve those errors.

5. Replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

30.04.01 Flatbed Sensor Cable Not Detected

The flatbed sensor cable is not attached or did not sync with scanner controller board FW at power up.
Cables are only accessible to a service technician.

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-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order the flatbed scanner assembly for service event.

IMPORTANT: Call-center add not for onsite technician to verify that the all the SCB cables are
connected correctly and reboot. before replacing any parts.

Flatbed scanner (6xxx Series) - 6QN35-67006

30.04.01 Flatbed Sensor Cable Not Detected 487

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

1. Turn the printer off, and then on.

2. Check the following:

a. Verify that the all the SCB cables are connected correctly and reboot.

1 6 8

5 7 9
2 3
4

b. After all the connections have been checked, replace the flatbed scanner assembly.

Flatbed scanner (6xxx Series) - 6QN35-67006

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

3. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

4. If the error persists, elevate the issue using the Standard Support Process.

30.04.02 Flatbed FFC Cable Not Detected

The flatbed FFC cable is not attached or did not sync with scanner controller board FW at power up.
Cables are only accessible to a service technician.

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.

488 Chapter 6 Numerical control panel messages

Recommended action for call-agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order a flatbed scanner assembly for service event.

Flatbed scanner (6xxx Series) - 6QN35-67006

3. If the error persists, elevate the issue using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Verify that the FFCs between the scanner and the SCB are connected.

1 6 8

5 7 9
2 3
4

3. If the error persists, replace the flatbed scanner assembly,

Flatbed scanner (6xxx Series) - 6QN35-67006

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

4. If the error persists, elevate the issue using the Standard Support Process.

30.04.03 ADF FFC Cable Disconnected

The automatic document feeder FFC cable is not attached or did not sync with scanner controller board
FW at power up. Cables are not accessible to the user.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for call-agents 489

 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-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order the automatic document feeder for service event.

NOTE: Call-center, add notes for onsite technician "Before replacing the document feeder, the on-
site technician should verify that all cables are connected correctly on the SCB".

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

3. If the error persists,order the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

4. If the error persists, elevate the issue using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the following:

a. Verify that the automatic document feeder FFC cable is connected correctly and reboot.

1 6 8

5 7 9
2 3
4

b. After all the connections have been checked, replace the automatic document feeder.

NOTE: Before replacing the document feeder, the on-site technician should verify that all
cables are connected correctly on the SCB.

490 Chapter 6 Numerical control panel messages

 ADF WUR (6xxx Series Non-Workflow) - J1H98-67001
ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

3. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

4. If the error persists, elevate the issue using the Standard Support Process.

30.04.04 ADF Motor Cable Disconnected

The automatic document motor cable is not attached or did not sync with scanner controller board FW
at power up. Cables are not accessible to the user.

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-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order the automatic document feeder for service event.

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician to check the following:

30.04.04 ADF Motor Cable Disconnected 491

 a. Verify that the automatic document motor cable is connected correctly and reboot.

1 6 8

5 7 9
2 3
4

b. After all the connections have been checked, replace the automatic document feeder.

NOTE: Before replacing the document feeder, the on-site technician should verify that all
cables are connected correctly on the SCB.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

3. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

4. If the error persists, elevate the issue using the Standard Support Process.

30.04.05 ADF Sensor Cable Disconnected

The document feeder sensor cable is not attached or did not sync with scanner controller board FW at
power up. Cables are not accessible to the user.

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.

492 Chapter 6 Numerical control panel messages

Recommended action for call-agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order the automatic document feeder for service event.

NOTE: Add note for onsite technician:

ALL cable connections and FCCs on the SCB needed to be removed and reseated and the printer
power cycled to test before replacing any parts.

This is a connection error.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the following:

a. Verify that the document feeder sensor cable is connected correctly and reboot.

1 6 8

5 7 9
2 3
4

b. After all the connections have been checked, replace the automatic document feeder.

NOTE: ALL cable connections and FCCs on the SCB needed to be removed and reseated
and the printer power cycled to test before replacing any parts.

This is a connection error.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for call-agents 493

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

3. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

4. If the error persists, elevate the issue using the Standard Support Process.

31.WX.yz error messages

31.01.47 Document feeder not detected
The document feeder was not detected, or the document feeder might not be connected. The flatbed
glass is still available for scanning.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, order the document feeder for service event.

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:

494 Chapter 6 Numerical control panel messages

 See the Repair Service Manual for this product.

NOTE: Before replacing the document feeder, the on-site technician should verify that all cables
are connected correctly on the SCB in callout 1 in the following images.

1 6 8

5 7 9
2 3
4

31.03.14
Backside scanner EEPROM (NVM) error.

A non-fatal error has occurred.

Recommended action
■ No action required.

31.03.20 Backside scanner not detected

Backside scanner 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician to check the following:

31.03.14 495
 ■ Verify that the automatic ADF FFC cable is connected correctly and reboot.

NOTE: Add information to check call-out 4, as this FFC is directly related to 31.03.20 errors.

1 6 8

5 7 9
2 3
4

3. If the error persists, order the document feeder assembly for service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

4. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

5. If the error persists, elevate the issue using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the following:

496 Chapter 6 Numerical control panel messages

 ■ Disconnect and reconnect call-out 4, as this FFC is directly related to 31.03.20 errors.

1 6 8

5 7 9
2 3
4

3. If the error persists, replace the document feeder assembly.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

NOTE: Before replacing the document feeder, the on-site technician should verify that all cables
are connected correctly on the SCB.

4. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

5. If the error persists, elevate the issue using the Standard Support Process.

31.03.22 Scanner calibration failure

Backside illumination calibration failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

31.03.22 Scanner calibration failure 497

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clean the scanner glass and the document feeder strips (callout 2, callout 3) with a soft cloth or
sponge that has been moistened with nonabrasive glass cleaner.

CAUTION: Do not use abrasives, acetone, benzene, ammonia, ethyl alcohol, or carbon
tetrachloride on any part of the printer; these can damage the printer. Do not place liquids directly
on the glass or platen. They might seep and damage the printer.

3. Upgrade the firmware.

4. If the error persists, order the document feeder assembly for service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

NOTE: Call-center agents, add note: "Before replacing the document feeder, the on-site technician
should verify that all cables are connected correctly on the SCB".

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

498 Chapter 6 Numerical control panel messages

2. Clean the scanner glass and the document feeder strips (callout 2, callout 3) with a soft cloth or
sponge that has been moistened with nonabrasive glass cleaner.

CAUTION: Do not use abrasives, acetone, benzene, ammonia, ethyl alcohol, or carbon
tetrachloride on any part of the printer; these can damage the printer. Do not place liquids directly
on the glass or platen. They might seep and damage the printer.

3. Upgrade the firmware.

4. Replace the document feeder assembly.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

NOTE: Before replacing the document feeder, the on-site technician should verify that all cables
are connected correctly on the SCB.

1 6 8

5 7 9
2 3
4

Recommended action for onsite technicians 499

 31.03.30 Document feeder pick motor error
The document feeder pick motor is not turning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the top cover and remove any paper present. Close the top cover.

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder top cover and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Open and close the top cover to see if the pick motor turns without displaying the error. If the motor
turns, the motor is good.

6. If the error persists, order the document feeder for service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder top cover and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Open and close the top cover to see if the pick motor turns without displaying the error. If the motor
turns, the motor is good.

500 Chapter 6 Numerical control panel messages

 6. Verify that all cables are connected correctly on the SCB in the following image.

1 6 8

5 7 9
2 3
4

7. If the error persists, replace the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

31.03.31 Document feeder motor stall

The document feeder feed motor is not turning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the top cover and remove any paper present. Close the top cover.

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the top cover on the document feeder and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

31.03.31 Document feeder motor stall 501

 4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Open and close the top cover to see if the pick motor turns without displaying the error. If the motor
turns, the motor is good.

6. If motor is good, remove all paper from the document feeder and reinstall just a few sheets to test.

7. If the error persists, order the document feeder service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the top cover on the document feeder and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Run the motor test on the ADF feed motor.

a. Open the following menus: Support Tools > Diagnostics > Component Tests > Doc Feeder
Motors.

b. Select the ADF Feed Motor then press the run icon on the bottom of the window.

c. Check the feed rollers move and that the motor is running.

● If the motor tests good, reload only a few sheets of paper in the document feeder and retest.

● If the test fails check the connections on the SCB to ensure they are seated correctly.

502 Chapter 6 Numerical control panel messages

 1 6 8

5 7 9
2 3
4

6. If the error persists, replace the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

31.03.33 Backside scanner calibration area dirty

The white area used for backside scanner calibration is dirty.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

31.03.33 Backside scanner calibration area dirty 503

 1. Clean the white strip on platen glass and on the document feeder (side 2 glass) using a damp
lint-free cloth.

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

504 Chapter 6 Numerical control panel messages

 1. Clean the white strip on platen glass and on the document feeder (side 2 glass) using a damp
lint-free cloth.

2. If the error remains order the document feeder assembly for service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

NOTE: Call-center; add note for the on-site technician to verify that all cables are connected and
seated correctly on the SCB before replacing any parts.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 505

 1. Clean the white strip on platen glass and on the document feeder (side 2 glass) using a damp
lint-free cloth.

2. Verify that the automatic ADF cables (call-outs 1, 4, and 5) are connected correctly and reboot.

1 6 8

5 7 9
2 3
4

3. If the error remains replace the document feeder assembly.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

506 Chapter 6 Numerical control panel messages

31.03.37
Malfunction of the ADF multi-pick (ultrasonic) sensor. This sensor detects when multiple pages are fed
simultaneously into the ADF.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the condition of the paper and ensure that the paper meets the HP specifications for the
printer.

● Do not use paper with adhesive notes or receipts.

● Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or that does not lie flat.

2. Remove all paper from the automatic document feeder and try the copy job again.

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

Follow these troubleshooting steps in the order presented.

1. Ensure that the originals do not have sticky notes or receipts.

2. Check whether the ADF sensor is present as indicated in the below images and not damaged.

The ADF multi-pick (ultrasonic) sensor uses ultrasonic sound to detect when multiple pages are fed
simultaneously into the ADF. It deactivates when the trailing edge of the paper passes the sensor.

31.03.37 507
 3. Clean the ADF sensor and check if the error persists.

IMPORTANT: The on-site technician should verify that the connections between the document
feeder and the SCB are correctly seated.

● If the error does not persist, there is no need to continue troubleshooting.

● If the error persists, see the next step.

4. Order the document feeder (ADF) for service event.

NOTE: If the ADF was replaced recently, make sure that the correct part number was ordered for
the HP LaserJet Enterprise model or Flow model and the ADF is installed correctly.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ensure that the originals do not have sticky notes or receipts.

2. Check whether the ADF sensor is present as indicated in the below images and not damaged.

The ADF multi-pick (ultrasonic) sensor uses ultrasonic sound to detect when multiple pages are fed
simultaneously into the ADF. It deactivates when the trailing edge of the paper passes the sensor.

508 Chapter 6 Numerical control panel messages

 3. Clean the ADF sensor and check if the error persists.

IMPORTANT: The on-site technician should verify that the connections between the document
feeder and the SCB are correctly seated.

● If the error does not persist, there is no need to continue troubleshooting.

● If the error persists, see the next step.

4. Replace the ADF. Make sure to order the correct part number for your printer.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

31.13.00 Document feeder multi-pick error

A multiple pick error was reported by the document feeder assembly (ADF).

Issue might be described as the following:

● Picking multiple documents

31.13.00 Document feeder multi-pick error 509

 ● Picking more than one page

● Multiple sheets pulled from ADF

● Multiple pages picked

31.13.yz jam error in the document feeder

The following information describes how to clear paper jams in the document feeder. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

View a video of how to clear a jam in the document feeder

1. Remove paper from the exit assembly of the document feeder.

510 Chapter 6 Numerical control panel messages

2. Open the document-feeder cover.

3. Remove any jammed paper from the document feeder input area.

31.13.yz jam error in the document feeder 511

 4. Lift the document feeder and check the lower side of the feed path.

5. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

IMPORTANT: Warning: Do not run labels through the automatic document feeder (ADF).

6. If the paper continues to jam, remove and clean the document feeder rollers.

512 Chapter 6 Numerical control panel messages

a. Open the document-feeder jam access door.

Figure 6-43 Open the document-feeder jam access door

b. Release the blue locking arm to drop the assembly down. Slide the pickup and feed roller
assembly to the left, and then pull it away from the document feeder to remove it.

Figure 6-44 Release the blue locking arm

c. Lift the roller cover up and then slide the roller toward the front of the printer to remove it.

Figure 6-45 Release the separation roller cover

d. Clean the rollers with a dampened lint free cloth.

31.13.yz jam error in the document feeder 513

 e. Reinstall the rollers in the document feeder and perform a copy job to test.

7. 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 exit assembly of the document feeder.

2. Open the document-feeder cover.

514 Chapter 6 Numerical control panel messages

3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the pick success REDI sensor. Clean the
sensor emitter and receiver area with a dampened lint free cloth.

Recommended action for call-center agents 515

 6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

516 Chapter 6 Numerical control panel messages

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder roller Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, order the Document feeder assembly for service event.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

● If the document feeder reports the same jam, continue to the next step.

Recommended action for call-center agents 517

 10. Check and clean the document feeder pickup rollers and separation rollers by removing any visible
lint or dust from each of the rollers. Then using a clean lint-free cloth moistened with warm water
wipe the rollers.

View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove paper from the exit assembly of the document feeder.

518 Chapter 6 Numerical control panel messages

2. Open the document-feeder cover.

3. Remove any jammed paper from the document feeder input area.

Recommended action for onsite technicians 519

 4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the pick success REDI sensor. Clean the
sensor emitter and receiver area with a dampened lint free cloth.

520 Chapter 6 Numerical control panel messages

6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

Recommended action for onsite technicians 521

 b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

For instructions:

See the Repair Service Manual for this product.

● If the document feeder reports the same jam, continue to the next step.

10. Check and clean the document feeder pickup rollers and separation rollers by removing any visible
lint or dust from each of the rollers. Then using a clean lint-free cloth moistened with warm water
wipe the rollers.

View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

522 Chapter 6 Numerical control panel messages

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Path sensors.

a. Navigate to and select Support Tools.

Recommended action for onsite technicians 523

 b. Select Troubleshooting.

c. Select Diagnostic Tests.

524 Chapter 6 Numerical control panel messages

d. Select Continue.

e. Select Sensors.

Recommended action for onsite technicians 525

 f. Select Document Feeder Sensors.

g. Touch the screen icons to select the various sensors to test each one individually..

h. Close the ADF cover and ensure that is secure and closed correctly.

13. Check the ADF Motor/Sensor cable (Callout 1, 3, and 4). If the gold fingers on the FFC cables are
damaged replace it or reseat the cable.

1 6 8

5 7 9
2 3
4

14. If the error persists, replace the document feeder.

NOTE: The cables MUST be checked before replacing the document feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

526 Chapter 6 Numerical control panel messages

 For instructions:

See the Repair Service Manual for this product.

● If the document feeder reports the same jam, continue to the next step.

15. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

31.13.01
Document feeder job error, pick error.

Paper pick was initiated but the page did not make it to the pick success sensor.

● Paper not feeding from document feeder (ADF)

● Pick error ADF

● pick issue document feeder

31.13.yz jam error in the document feeder

The following information describes how to clear paper jams in the document feeder. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

View a video of how to clear a jam in the document feeder

31.13.01 527
 1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

528 Chapter 6 Numerical control panel messages

3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

31.13.yz jam error in the document feeder 529

 5. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

IMPORTANT: Warning: Do not run labels through the automatic document feeder (ADF).

6. If the paper continues to jam, remove and clean the document feeder rollers.

a. Open the document-feeder jam access door.

Figure 6-46 Open the document-feeder jam access door

530 Chapter 6 Numerical control panel messages

 b. Release the blue locking arm to drop the assembly down. Slide the pickup and feed roller
assembly to the left, and then pull it away from the document feeder to remove it.

Figure 6-47 Release the blue locking arm

c. Lift the roller cover up and then slide the roller toward the front of the printer to remove it.

Figure 6-48 Release the separation roller cover

d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the rollers in the document feeder and perform a copy job to test.

7. 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.

Recommended action for call-center agents 531

 1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

532 Chapter 6 Numerical control panel messages

3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the pick success REDI sensor. Clean the
sensor emitter and receiver area with a dampened lint free cloth.

Recommended action for call-center agents 533

 6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

534 Chapter 6 Numerical control panel messages

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

● If the document feeder reports the same jam, continue to the next step.

Recommended action for call-center agents 535

 10. Check and clean the document feeder pickup rollers and separation rollers by removing any visible
lint or dust from each of the rollers. Then using a clean lint-free cloth moistened with warm water
wipe the rollers.

View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

12. If the error persists, replace the document feeder.

NOTE: Add instructions for onsite technician, that the cables MUST be checked before replacing
the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

536 Chapter 6 Numerical control panel messages

1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

Recommended action for onsite technicians 537

 3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the pick success REDI sensor. Clean the
sensor emitter and receiver area with a dampened lint free cloth.

538 Chapter 6 Numerical control panel messages

6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

Recommended action for onsite technicians 539

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

For instructions:

540 Chapter 6 Numerical control panel messages

 See the Repair Service Manual for this product.

● If the document feeder reports the same jam, continue to the next step.

10. Check and clean the document feeder pickup rollers and separation rollers by removing any visible
lint or dust from each of the rollers. Then using a clean lint-free cloth moistened with warm water
wipe the rollers.

View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Path sensors.

Recommended action for onsite technicians 541

 a. Navigate to and select Support Tools.

b. Select Troubleshooting.

542 Chapter 6 Numerical control panel messages

c. Select Diagnostic Tests.

d. Select Continue.

Recommended action for onsite technicians 543

 e. Select Sensors.

f. Select Document Feeder Sensors.

g. Touch the screen icons to select the various sensors to test each one individually..

h. Close the ADF cover and ensure that is secure and closed correctly.

544 Chapter 6 Numerical control panel messages

 13. Check the ADF Motor/Sensor cable (Callout 1, 3, and 4). If the gold fingers on the FFC cables are
damaged replace it or reseat the cable.

1 6 8

5 7 9
2 3
4

14. If the error persists, replace the document feeder.

NOTE: The cables MUST be checked before replacing the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

15. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

31.13.02 Jam in document feeder

Document feeder jam error.

The paper passed the pick-success sensor, and then jammed in the automatic document feeder paper
path.

This issue might be describe as the following:

● Automatic document feeder jam

● ADF Jamming

● ADF paper jam

● Jams in document feeder

31.13.02 Jam in document feeder 545

 31.13.yz jam error in the document feeder
The following information describes how to clear paper jams in the document feeder. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

Recommended action for customers

When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

View a video of how to clear a jam in the document feeder

1. Remove paper from the exit assembly of the document feeder.

546 Chapter 6 Numerical control panel messages

2. Open the document-feeder cover.

3. Remove any jammed paper from the document feeder input area.

31.13.yz jam error in the document feeder 547

 4. Lift the document feeder and check the lower side of the feed path.

5. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

IMPORTANT: Warning: Do not run labels through the automatic document feeder (ADF).

6. If the paper continues to jam, remove and clean the document feeder rollers.

548 Chapter 6 Numerical control panel messages

a. Open the document-feeder jam access door.

Figure 6-49 Open the document-feeder jam access door

b. Release the blue locking arm to drop the assembly down. Slide the pickup and feed roller
assembly to the left, and then pull it away from the document feeder to remove it.

Figure 6-50 Release the blue locking arm

c. Lift the roller cover up and then slide the roller toward the front of the printer to remove it.

Figure 6-51 Release the separation roller cover

d. Clean the rollers with a dampened lint free cloth.

31.13.yz jam error in the document feeder 549

 e. Reinstall the rollers in the document feeder and perform a copy job to test.

7. 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 exit assembly of the document feeder.

2. Open the document-feeder cover.

550 Chapter 6 Numerical control panel messages

3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the REDI sensor. Clean the sensor emitter and
receiver area with a dampened lint free cloth.

NOTE: This sensor is directly responsible for the 31.13.02 error.

Recommended action for call-center agents 551

 6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

552 Chapter 6 Numerical control panel messages

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

● If the document feeder reports the same jam, continue to the next step.

Recommended action for call-center agents 553

 10. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

12. If the error persists, replace the document feeder.

NOTE: Call-center; add note for the on-site technician; The cables MUST be checked before
replacing the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

554 Chapter 6 Numerical control panel messages

1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

Recommended action for onsite technicians 555

 3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the REDI sensor. Clean the sensor emitter and
receiver area with a dampened lint free cloth.

NOTE: This sensor is directly responsible for the 31.13.02 error.

556 Chapter 6 Numerical control panel messages

6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

Recommended action for onsite technicians 557

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

For instructions:

558 Chapter 6 Numerical control panel messages

 See the Repair Service Manual for this product.

● If the document feeder reports the same jam, continue to the next step.

10. Check and clean the document feeder pickup rollers and separation rollers by removing any visible
lint or dust from each of the rollers. Then using a clean lint-free cloth moistened with warm water
wipe the rollers.

View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Path sensors.

Recommended action for onsite technicians 559

 a. Navigate to and select Support Tools.

b. Select Troubleshooting.

560 Chapter 6 Numerical control panel messages

c. Select Diagnostic Tests.

d. Select Continue.

Recommended action for onsite technicians 561

 e. Select Sensors.

f. Select Document Feeder Sensors.

g. Touch the screen icons to select the various sensors to test each one individually..

h. Close the ADF cover and ensure that is secure and closed correctly.

562 Chapter 6 Numerical control panel messages

 13. Check the ADF Motor/Sensor cable (Callout 1, 3, and 4). If the gold fingers on the FFC cables are
damaged replace it or reseat the cable.

1 6 8

5 7 9
2 3
4

14. If the error persists, replace the document feeder.

NOTE: The cables MUST be checked before replacing the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

15. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

31.13.13
The document feeder jam access door is open.

31.13.yz jam error in the document feeder

The following information describes how to clear paper jams in the document feeder. When a jam
occurs, the control panel displays an animation that assists in clearing the jam.

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

Recommended action for customers

31.13.13 563
 When a jam occurs, the control panel displays a message and an animation that assists in clearing the
jam.

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

View a video of how to clear a jam in the document feeder

1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

564 Chapter 6 Numerical control panel messages

3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

31.13.yz jam error in the document feeder 565

 5. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

IMPORTANT: Warning: Do not run labels through the automatic document feeder (ADF).

6. If the paper continues to jam, remove and clean the document feeder rollers.

a. Open the document-feeder jam access door.

Figure 6-52 Open the document-feeder jam access door

566 Chapter 6 Numerical control panel messages

 b. Release the blue locking arm to drop the assembly down. Slide the pickup and feed roller
assembly to the left, and then pull it away from the document feeder to remove it.

Figure 6-53 Release the blue locking arm

c. Lift the roller cover up and then slide the roller toward the front of the printer to remove it.

Figure 6-54 Release the separation roller cover

d. Clean the rollers with a dampened lint free cloth.

e. Reinstall the rollers in the document feeder and perform a copy job to test.

7. 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 close the document feeder jam access cover ensuring that the cover latches correctly.

2. Verify that the flag is not broken off. Open and close the jam cover and if the sensor status does not
change then replace the document feeder.

3. Replace the document feeder.

M776dn , Document feeder kit part number: 5851-7930

For instructions: See the Repair Service Manual for this product.
M776z, M776zs , Flow Document feeder kit part number: 5851-7931

Recommended action for call-center agents and onsite technicians 567

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

NOTE: Before replacing the document feeder, the on-site technician should verify that all cables
are connected correctly on the SCB.

Recommended action for call-center agents and onsite technicians

1. Open and close the document feeder jam access cover ensuring that the cover latches correctly.

2. Verify that the flag is not broken off. Open and close the jam cover and if the sensor status does not
change then replace the document feeder.

3. Replace the document feeder.

M776dn , Document feeder kit part number: 5851-7930

For instructions: See the Repair Service Manual for this product.
M776z, M776zs , Flow Document feeder kit part number: 5851-7931
For instructions: See the Repair Service Manual for this product.

NOTE: Before replacing the document feeder, the on-site technician should verify that all cables
are connected correctly on the SCB.

31.13.14
Document feeder job error: over-current.

This is a feed jam in the document feeder, and the motor is not turning.

Recommended action for customers

1. Open the document feeder cover, pull all the sheets back into the tray and then resume the job.

Figure 6-55 Open cover

568 Chapter 6 Numerical control panel messages

 Figure 6-56 Remove paper

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check and clean the feed rollers and separation pad. If needed, replace the pickup roller assembly
and separation pad.

For cleaning instructions: Cleaning the Pickup Rollers and Separation Pad in the Document Feeder -
HP Enterprise and LaserJet Pro Multifunction Printers
Document feeder roller kit part number: 5851-7202
For instructions: See the Repair Service Manual for this product.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder lid, pull all the sheets back into the input tray, and then resume the job.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and the tray guides are set to the correct size.

4. Check the document feeder page count for roller life. If they are past the life of the rollers have the
customer purchase a new roller kit.

5. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

Recommended action for call-center agents 569

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

6. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

7. If the error persists, replace the document feeder.

NOTE: Add instructions for onsite technician, that the cables MUST be checked before replacing
the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

570 Chapter 6 Numerical control panel messages

1. Remove paper from the exit assembly of the document feeder.

2. Open the document-feeder cover.

Recommended action for onsite technicians 571

 3. Remove any jammed paper from the document feeder input area.

4. Lift the document feeder and check the lower side of the feed path.

5. Ensure that there is no paper dust or debris blocking the pick success REDI sensor. Clean the
sensor emitter and receiver area with a dampened lint free cloth.

572 Chapter 6 Numerical control panel messages

6. Make sure the guides in the document-feeder input tray are adjusted to the correct size for the
document before loading paper.

NOTE: To avoid document feeder jams, to copy narrow documents, use the flatbed scanner.
Remove all staples and paper clips from original documents. Do not feed damaged or wrinkled
paper.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

8. Check the Document Feeder Kit consumable status.

Recommended action for onsite technicians 573

 a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

9. After clearing all paper from the document feeder, run a 10-20 page job through the document
feeder.

● If grinding noise is heard when testing, replace the Document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002

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

574 Chapter 6 Numerical control panel messages

 ● If the document feeder reports the same jam, continue to the next step.

10. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

11. If needed, replace the pickup roller assembly and separation pad.

● ADF Pick/Sep Roller Kit (6xxx Series) - 6H122A

● ADF Pick/Sep Roller Kit (Flow 6xxx Series) - 6M1P3A

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

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Path sensors.

Recommended action for onsite technicians 575

 a. Navigate to and select Support Tools.

b. Select Troubleshooting.

576 Chapter 6 Numerical control panel messages

c. Select Diagnostic Tests.

d. Select Continue.

Recommended action for onsite technicians 577

 e. Select Sensors.

f. Select Document Feeder Sensors.

g. Touch the screen icons to select the various sensors to test each one individually..

h. Close the ADF cover and ensure that is secure and closed correctly.

578 Chapter 6 Numerical control panel messages

 13. Check the ADF Motor/Sensor cable (Callout 1, 3, and 4). If the gold fingers on the FFC cables are
damaged replace it or reseat the cable.

1 6 8

5 7 9
2 3
4

14. If the error persists, replace the document feeder.

NOTE: The cables MUST be checked before replacing the document feeder.

ADF WUR (6xxx Series Non-Workflow) - J1H98-67001

ADF WUR (6xxx Series Workflow) - J1H98-67002
For instructions:
See the Repair Service Manual for this product.

15. If the error persists, replace the SCB.

Scanner control interconnect board (SCIB) (6xxxx Series) - 5851-8961

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

32.WX.YX 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.* errors 579

 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.

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.

580 Chapter 6 Numerical control panel messages

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.

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.

Recommended action 581

 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.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).

582 Chapter 6 Numerical control panel messages

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.

■ 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.

Recommended action 583

 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.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

584 Chapter 6 Numerical control panel messages

 ■ 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.

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).

32.1C.58 585
 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.

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.

586 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for onsite technicians 587

 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.

33.02.01 Used board/disk installed

Used board or disk installed.

An encrypted board or disk with existing data previously locked to a different printer has replaced the
original. If you continue, data is permanently lost.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Update the printer firmware.

2. Press OK on the control panel or remotely by using the new Remote Control Panel feature in the
Embedded Web Server. The printer will return to a ready state.

3. If the data on the board or disk needs to be saved, turn the printer off, then replace the board or
disk with a new service board or disk. Return the disk or board to it's original printer.

4. To delete the data on the board or disk and continue, touch the OK button.

5. If the issue persists, reinstall the used board or disk into its original printer or order a new formatter
from service which will come with the save/restore flag set. .

33.02.02
Save Recover Status Error

The save or recover is disabled, (one or both disabled) (Event Log Only)

Recommended action
There is no action needed for this message.

588 Chapter 6 Numerical control panel messages

 ■ No action necessary.

33.03.02
Data size mismatch. Unable to recover DCC NVRAM.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the memory PCA (SODIMM).

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the memory PCA (SODIMM) and return it to HP for evaluation. Please
contact customer support at: www.hp.com/go/contactHP.

33.03.05 EFI Boot error

EFI BIOS event showing that a replacement formatter Recover attempt was unsuccessful.

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

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, replace the formatter.

M806 part number: CZ244-67901

33.03.02 589
 M806 (China/India) part number: CZ244-67902
M830 part number: CF367-67915
M830 (China/India) part number: CF367-67916

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

This issue is caused by an unsuccessful formatter recovery after a formatter has been replaced.

1. Turn off the printer, and then turn on the printer.

2. If the error persists, 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

a. Turn on the printer.

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

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

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

e. Touch the OK button again.

f. Touch the Home button to highlight Continue, and then press the OK button.

The printer will automatically reboot and should return to a Ready state.

3. 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.

4. If the issue persists, remove and reinstall the formatter board.

5. If the error persists, replace the formatter.

M806 part number: CZ244-67901

M806 (China/India) part number: CZ244-67902
M830 part number: CF367-67915
M830 (China/India) part number: CF367-67916
For instructions:
See the Repair Service Manual for this product.

590 Chapter 6 Numerical control panel messages

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

33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.

TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.

TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting
during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

Recommended action
1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under
TPM, select the Stop Using option if you no longer want to use the TPM accessory.

3. Restart the printer.

33.04.05
TPM (Trusted Platform Module) Security Error

This system contains a TPM module that is not supported on the device or belongs to another device.

TPM is unique for each device.

For units that shipped with a TPM on board standard (most newer models): If the original TPM installed in
the factory is unavailable or damaged, DO NOT replace any parts. Follow the recommended action.

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 they are listed.

The technician will need to re-establish the trusted platform module state in the printer.

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 a device that never had a TPM paired from the factory. A new
TPM cannot be installed for security reasons.

33.04.01 Missing TPM 591

 1. Do not replace the formatter or HDD. It will not solve this issue.

2. Perform a Format Disk procedure, select Continue in the Pre-boot menu, and then reboot the
device.

● If the unit boots to a 33.04.05 error, reseat the eMMC or HDD.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

3. Perform a Format Disk procedure again, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This
should resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next steps.

4. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

WARNING! When removing the TPM, take extreme care as the connector on the TPM board can
become dislodged and break. If this happens, a printer replacement will be required.

5. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device, and
then select Erase Unlock.

● If unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This should
resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

6. Reseat the TPM and eMMC or HDD, perform a Format Disk, open Diagnostics, and then run
diagnostics for all components.

● If the Diagnostics fail, elevate the case to ATS and include all details.

● If Diagnostics passes, continue to the next steps.

7. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

8. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device,
select Erase Unlock, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot and then update the firmware. This should resolve
the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

9. Include the following information in the CDAX case notes, and then elevate the case to ATS. No
additional feedback is needed.

NOTE: Ensure that all original printer parts are installed on the unit at the time of elevation.

● Printer serial number.

● Collect the Diagnostic log file (.jdp file).

● Information when the 33.04.05 error displayed on the printer control panel.

● Parts replaced prior to the error displaying on the printer control panel.

592 Chapter 6 Numerical control panel messages

33.05.0z SureStart errors
A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

● For 33.05.01, 33.05.02, and 33.05.03 errors: No action is necessary.

● For all other errors: Download a firmware bundle to the printer from the Preboot menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: For more information on SureStart, search for: "SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual" (c04863614) or, Click here: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual.

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

33.05.0z SureStart errors 593

 ● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

594 Chapter 6 Numerical control panel messages

 2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

33.05.5z Intrusion detection errors 595

 NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.06.01
The firmware is not able to detect the correct memory chip on the formatter.

This issue occurs because the wrong formatter was installed in 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 and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the formatter that was installed and reinstall the original or order the correct formatter for
the printer.

3. Reinstall all the parts including HDD/eMMC, TPM and any additional accessories.

4. Reload firmware from a USB stick using the pre-boot menu if necessary.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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.

596 Chapter 6 Numerical control panel messages

 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.

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.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

40.00.01 USB I/O buffer overflow To continue, touch “OK” 597

 Recommended action
See recommended action.

■ No action necessary.

40.80.04 Failed to read NVRAM

Cannot read contract-requested value from NVRAM

Either the value was not populated or NVRAM was unreadable

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn 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

Follow these troubleshooting steps in the order presented.

1. Turn printer off, and then on.

2. Need more troubleshooting steps.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn printer off, and then on.

2. Need more troubleshooting steps.

41.WX.YZ error messages

41.01.YZ
Event log error message: 41.01.YZ.

An unknown misprint error occurred on the printer.

Y = Type, Z = Tray

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

598 Chapter 6 Numerical control panel messages

 ● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

● Y = F: Other mode

● Z = 0: From unknown tray

● Z = 1: From Tray 1

● Z = 2: From Tray 2

● Z = 3: From Tray 3

● Z = 4: From Tray 4

● Z = 5: From Tray 5

● Z = 6: From Tray 6

● Z = 7: From Tray 7

● Z = 8: From Tray 8

● Z = 9: From Tray 9

● Z = D: From duplex

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. Make sure the paper is loaded in the tray correctly and that it is selected in the print driver
correctly. Try using plain media and load the paper in a different orientation.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

Recommended action for customers 599

 2. If the error is not cleared, turn the printer off, and then on.

3. If the error persists, update the firmware.

4. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. If the error persists, update the firmware.

4. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J102, J103, J104.

b. Check the following connectors on the rear PCA, J338.

c. Check the connector on the laser/scanner J338.

5. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

6. If the error persists, replace the DC controller.

● X654 Series Printers - DC controller PCA - RM3-7757-000CN

● X677 Series Printers - DC controller PCA - RM3-7758-000CN

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

41.02.00 Error
A beam detect misprint error occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. Make sure the paper is loaded in the tray correctly and that it is selected in the print driver
correctly. Try using plain media and load the paper in a different orientation.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

600 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. To clear the error message, touch OK.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, update the firmware.

4. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. To clear the error message, touch OK.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, update the firmware.

4. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J102, J103, J104.

b. Check the following connectors on the rear PCA, J338.

c. Check the connector on the laser/scanner J338.

5. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either the paper is loaded off-center with the 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 Tray unknown

● 41.03.F1 Tray 1

● 41.03.F2 Tray 2

● 41.03.F3 Tray 3

● 41.03.F4 Tray 4

● 41.03.F5 Tray 5

● 41.03.FD Duplexer

Recommended action for call-center agents 601

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

1. Remove the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

2. Try the print job again. Watch the paper tray feed mechanism to see if it is functioning correctly.

3. Make sure the paper is loaded in the tray correctly and that it is selected in the print driver
correctly. Try using plain media and load the paper in a different orientation.

4. If the error persists, please 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 the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

2. Check the tray guides and the back of the tray for damage, replace the tray as needed.

Table 6-45 Part Numbers

Tray Part number

Tray 2 Cassette assembly RM2-3616-000CN

550 sheet paper feeder tray 3 or 4 RM2-3616-000CN

Cassette assembly

HCI tray RM3-0023-000CN

Tray assembly

3. Try the print job again. Have the customer listen to the printer while the paper is being picked up to
see if it is functioning correctly. If there is noise and the linkage is broken, replace the paper tray.

4. Make sure the rollers are not worn out for the tray the paper is being pulled from.

5. If the error persists, print a Configuration Page and note the paper size for the tray in question.

6. If the size is not reported correctly, run the tray size sensor test in the Diagnostic menu. If the tray
size sensors test as GOOD, replace the paper tray.

Table 6-46 Part Numbers

Tray Part number

Tray 2 Cassette assembly RM2-3616-000CN

550 sheet paper feeder tray 3 or 4 RM2-3616-000CN

Cassette assembly

HCI tray RM3-0023-000CN

Tray assembly

602 Chapter 6 Numerical control panel messages

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

1. Remove the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

2. Check the tray guides and the back of the tray for damage, replace the tray as needed.

Table 6-47 Part Numbers

Tray Part number

Tray 2 Cassette assembly RM2-3616-000CN

550 sheet paper feeder tray 3 or 4 RM2-3616-000CN

Cassette assembly

HCI tray RM3-0023-000CN

Tray assembly

3. Try the print job again. Watch the paper tray feed mechanism to see if it is functioning correctly. If
the linkage is broken, replace the paper tray.

4. Make sure the rollers are not worn out for the tray the paper is being pulled from.

5. If the error persists, print a Configuration Page and note the paper size for the tray in question.

6. If the size is not reported correctly, run the tray size sensor test in the Diagnostic menu. If the tray
size sensors test as GOOD, replace the paper tray.

Table 6-48 Part Numbers

Tray Part number

Tray 2 Cassette assembly RM2-3616-000CN

550 sheet paper feeder tray 3 or 4 RM2-3616-000CN

Cassette assembly

HCI tray RM3-0023-000CN

Tray assembly

7. If the tray size sensors test as BAD, check the cable connections between the tray size sensor
and the DC controller. If the cable connections are plugged in correctly and the cables are not
damaged, replace the correct component that contains the tray size sensing switches.

Table 6-49 Part Numbers

Tray Size sensor part number

Tray 2 - Size detect assembly RM2-3585-000CN

550 Sheet feeder tray Size detect assembly RM2-3614-000CN

2,100-sheet HCI feeder Size Button switch WC2-5806-000CN

Recommended action for onsite technicians 603

 41.03.YZ Unexpected size in tray <X>
The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0 Size mismatch. Detected paper is longer or shorter than expected.

● Y = A Size mismatch. Detected paper too long.

● Y = B Size mismatch. Detected paper too short.

● Y = C Size mismatch. Inter-page gap error.

● Y = D Size mismatch. Detected paper narrower than expected.

● Y = E Size mismatch. Detected paper wider than expected.

● Z = D Source is the duplexer.

● Z = E Source is the envelope feeder.

● Z = 1 Source is Tray 1.

● Z = 2 Source is Tray 2.

● Z = 3 Source is Tray 3.

● Z = 4 Source is Tray 4.

● Z = 5 Source is Tray 5.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

2. Try the print job again. Watch the paper tray feed mechanism to see if it is functioning correctly.

3. Make sure the paper is loaded in the tray correctly and that it is selected in the print driver
correctly. Try using plain media and load the paper in a different orientation.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print a configuration page to verify the size and type the trays are set to.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Make sure the rollers are not worn out for the tray the paper is being pulled from.

604 Chapter 6 Numerical control panel messages

 5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

6. Use the manual sensor test to verify that the cassette paper switch is functioning correctly. If the
test fails, replace the detect switch assembly for the failing tray.

Table 6-50 Part Numbers

Tray Size sensor part number

Tray 2 - Size detect assembly RM2-3614-000CN

550 Sheet feeder tray Size detect assembly RM2-3614-000CN

2,100-sheet HCI feeder Size Button switch WC2-5806-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print a configuration page to verify the size and type the trays are set to.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Make sure the rollers are not worn out for the tray the paper is being pulled from.

5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

6. Use the manual sensor test to verify that the cassette paper switch is functioning correctly. If the
test fails, replace the detect switch assembly for the failing tray.

Table 6-51 Part Numbers

Tray Size sensor part number

Tray 2 - Size detect assembly RM2-3614-000CN

550 Sheet feeder tray Size detect assembly RM2-3614-000CN

2,100-sheet HCI feeder Size Button switch WC2-5806-000CN

7. Check paper path sensors REG-SNS registration sensor and PAPOUT-M and PAPOUT-L fuser
delivery sensors for correct operation and that they do not stick at all.

8. Perform a paper path sensor test. This will toggle the paper sensors and check for proper
movement, and that no sensors are binding. If a sensor is damaged replace the corresponding
part.

Registration assembly (For REG_SNS sensor) part number: RM2-4458-000CN

For instructions:
See the Repair Service Manual for this product.
HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC
HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

Recommended action for onsite technicians 605

 41.04.YZ Printer Error
An unknown misprint error occurred on the printer.

Y = Type, Z = Tray

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

● Y = F: Other mode

● Z = D: Source is the duplexer.

● Z = 0: Source is the envelope feeder.

● Z = 1: Source is Tray 1.

● Z = 2: Source is Tray 2.

● Z = 3: Source is Tray 3.

● Z = 4: Source is Tray 4.

● Z = 5: Source is Tray 5.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

606 Chapter 6 Numerical control panel messages

 3. Make sure the paper is loaded in the tray correctly and that it is selected in the print driver
correctly. Try using plain media and load the paper in a different orientation.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat each toner cartridge to test the toner cartridges.

4. Check the toner cartridges before replacing any other parts. Verify it is an original HP supply. Check
all high-voltage connections on the toner cartridge and in the toner cartridge slot.

5. If the error persists, replace the laser/scanner.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat each toner cartridge to test the toner cartridges.

4. Check the toner cartridges before replacing any other parts. Verify it is an original HP supply. Check
all high-voltage connections on the toner cartridge and in the toner cartridge slot.

5. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J102, J103, J104.

b. Check the following connectors on the rear PCA, J338.

c. Check the connector on the laser/scanner J338.

6. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

7. If the error persists, replace the DC controller.

● 6700 Series Printers - DC controller PCA - RM3-7753-010CN

● 6800 Series Printers - DC controller PCA - RM3-7754-010CN

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

Recommended action for call-center agents 607

 41.05.YZ Unexpected type in tray <X>
The printer can detect the type of paper in the paper path, and it adjusts the print mode accordingly.

The media sensor consists of an optical sensor which detects surface roughness and ultrasonic sensor
which detects paper weight, and the distance between the optical sensor and the print media.

The DC controller detects media type using the media sensor and switches to an optimized print mode
for the media, if Auto mode is designated from the formatter and media type for the specified input
source is not designated from the formatter.

The printer uses two types of paper sensors:

● Optical sensor: detects the surface roughness.

● Ultrasonic sensor: detects paper weight.

Tray X is loaded with a paper type (transparencies, envelopes, etc.) that is different than what the tray is
configured to use.

Y = Expected type, Z = Detected type

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Z = 0: Photo Paper (1, 2, or 3)

● Z = 1: Auto Sense (Normal)

● Z = 2: Normal (typed not from Auto Sense)

● Z = 3: Light Paper 1, 2, or 3 mode

● Z = 4: Heavy Paper 1

● Z = 5: Heavy Paper 2

● Z = 6: Heavy Paper 3

● Z = 7: Glossy Paper 1

608 Chapter 6 Numerical control panel messages

 ● Z = 8: Glossy Paper 2

● Z = 9: Glossy Paper 3

● Z = A: Glossy film

● Z = B: OHT

Recommended action
Follow these troubleshooting steps in the order presented.

1. Load the tray with the size and type of paper indicated, or use another tray if available.

2. If this message displays and the tray is loaded with the correct paper type, check the print driver
settings to ensure they match the tray type settings on the printer.

3. Check all application and printer settings to ensure that the Type setting is correctly.

41.07.YZ Misprint Media transport error

Optional input source delay.

The last two digits of the error code will define the type of paper being printer and from which tray when
the error occurred.

NOTE: Most often the "Y" digit will be "1" which Auto Sense.

Y = Type, Z = Tray

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

Recommended action 609

 ● Y = F: Other mode

● Z = 0: Source is Unknown tray.

● Z = 1: Source is Tray 1.

● Z = 2: Source is Tray 2.

● Z = 3: Source is Tray 3.

● Z = 4: Source is Tray 4.

● Z = 5: Source is Tray 5.

● Z = D: Source is the duplexer.

● Z = E: Source is envelope feeder.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

This error may be intermittent. make sure to thoroughly test the printer to help determine the cause.

The last digit of the error will determine which tray the occurred from. See the following examples.

41.07.12 = Tray 2

41.07.13 = Tray 3

1. Review the Event Log to see if there are similar errors from other trays or just one tray.

● If multiple trays are exhibiting the issue, skip to the next main step.

● If only tray is showing the issue perform the following steps.

a. Perform a paper path test from all trays to ensure that only one tray has the issue.

● If multiple trays are exhibiting the issue, skip to the next main step. (Click Here)

● If only one tray is showing the issue perform the following steps.

b. Open the tray and remove the all paper from the tray.

610 Chapter 6 Numerical control panel messages

c. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

d. Ensure the type and quality of the paper being used meets the HP specifications for the
printer.

e. Clean the tray pick, feed, separation rollers Open the tray 2 right door to access the rollers.

Recommended action for customers 611

 f. Locate and remove the tray separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

g. Remove the tray pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

612 Chapter 6 Numerical control panel messages

 h. Clean the rollers with a dampened lint free cloth.

i. Reinstall the roller assemblies and close the right door.

j. Perform a paper path test from the tray to see if error is resolved.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

This error may be intermittent. make sure to thoroughly test the printer to help determine the cause.

The last digit of the error will determine which tray the occurred from. See the following examples.

41.07.12 = Tray 2

41.07.13 = Tray 3

1. Review the Event Log to see if there are similar errors from other trays or just one tray.

● If multiple trays are exhibiting the issue, skip to the next main step.

● If only tray is showing the issue perform the following steps.

a. Perform a paper path test from all trays to ensure that only one tray has the issue.

● If multiple trays are exhibiting the issue, skip to the next main step.

● If only one tray is showing the issue perform the following steps.

b. Open the tray and remove the all paper from the tray.

Recommended action for call-center agents 613

 c. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

d. Ensure the type and quality of the paper being used meets the HP specifications for the
printer.

e. Clean the tray pick, feed, separation rollers Open the tray 2 right door to access the rollers.

614 Chapter 6 Numerical control panel messages

f. Locate and remove the Tray separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

g. Remove the tray pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

Recommended action for call-center agents 615

 h. Clean the rollers with a dampened lint free cloth.

i. Reinstall the roller assemblies and close the right door.

j. Perform a paper path test from the tray to see if error is resolved.

k. If error persists, replace the tray roller kit.

Roller kit part number: 527H2A

2. Check and test the registration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Input Path Sensors

b. Select the registration sensor icon .

616 Chapter 6 Numerical control panel messages

 c. Use a piece of paper to test the sensor to verify that the sensor is functioning correctly.

d. If the sensor still does not function, replace the registration assembly.

Registration assembly - RM2-4458-000CN

3. Check and test the preregistration sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Sensors

● Fuser Sensors

b. Select the preregistration sensor by touching the sensor icon .

Recommended action for call-center agents 617

 c. Move the sensor manually and ensure that it changes state on the control panel.

d. Test the printer from tray 2.

e. If the sensor still does not function, replace the right door assembly.

Right door assembly - RM2-3665-000CN

4. Check to see where the leading edge of the paper is when the jam occurs. If the leading edge stops
right at the fuser input, check the fuser for damage. If needed, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the ITB or T2 roller as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Secondary transfer assembly - RM2-3629-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

This error may be intermittent. make sure to thoroughly test the printer to help determine the cause.

The last digit of the error will determine which tray the occurred from. See the following examples.

41.07.12 = Tray 2

41.07.13 = Tray 3

■ Review the Event Log to see if there are similar errors from other trays or just one tray.

● If multiple trays are exhibiting the issue, skip to the next main step.

● If only tray is showing the issue perform the following steps.

618 Chapter 6 Numerical control panel messages

a. Perform a paper path test from all trays to ensure that only one tray has the issue.

● If multiple trays are exhibiting the issue, skip to the next main step.

● If only one tray is showing the issue perform the following steps.

b. Open the tray and remove the all paper from the tray.

c. Make sure that the tray width and length guides are set to the correct paper size for the paper
being installed into the tray and that the tray is not overfilled above the fill mark (line below 3
triangles on rear guide).

d. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

e. Clean the tray pick, feed, separation rollers Open the tray 2 right door to access the rollers.

Recommended action for onsite technicians 619

 f. Locate and remove the Tray separation roller.

Call-out 1- Slide blue locking lever

Call-out 2- Remove the roller assembly.

g. Remove the tray pick and feed rollers.

To remove the roller assembly, gently pull on the side of the assembly and slide out as shown.

NOTE: Make sure hands are clean before touching the rollers. Oils or debris from hands can
cause paper pickup issues.

620 Chapter 6 Numerical control panel messages

 h. Clean the rollers with a dampened lint free cloth.

i. Reinstall the roller assemblies and close the right door.

j. Perform a paper path test from the tray to see if error is resolved.

k. If error persists, replace the tray roller kit.

Roller kit part number: 527H2A

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

l. If the error persists, check the Event Log for other DC Controller related errors (specifically
55.00.yz errors).

● ONLY if other DCC error are seen, replace the DC Controller.

– X654 Series Printers - DC controller PCA - RM3-7757-000CN

– X677 Series Printers - DC controller PCA - RM3-7758-000CN

For instructions:

See the Repair Service Manual for this product.

● If there are no DCC errors replace the paper pickup assembly for the specified tray.

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

42.WX.YZ error messages

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

Recommended action for customers

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

42.* errors 621

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

42.B0.01 or 42.B0.02
Missing string in firmware error.

42.B0.01: UI or EWS requests a string ID that does not exist in the localization database.

42.B0.02: UI requests an image ID or media file that does not exist.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on. Retry the print job.

2. If the error persists, clear the firmware image from the active partition by using the Partial Clean
item in the Preboot menu.

NOTE: The Partial Clean option erases all data from the partitions, except for the firmware
repository where a backup copy of the firmware file is stored. This allows the disk drive to be
reformatted without having to download a firmware upgrade file to return the printer to a bootable
state. Characteristics of a Partial Clean

● Customer-defined settings, third-party solutions, firmware files, and the operating system are
deleted

● Rebooting the printer restores the firmware files from the Repository location, but does not
restore any customer-defined settings.

● For previous HP products, a Hard Disk Initialization is similar to executing the Partial Clean
function for this printer

622 Chapter 6 Numerical control panel messages

 CAUTION: HP recommends backing-up printer configuration data before executing a Partial
Clean to retain customer-defined settings (if needed). See the Backup/Restore item in the Device
Maintenance menu.

3. How to execute a Partial Clean from a touchscreen control panel.

a. Touch in the middle of the control panel display when you see the 1/8 under the HP logo.

Figure 6-57 Open the Pre-Boot menu

b. Use the down arrow button to highlight the +3:Administrator item, and then touch the OK
button.

c. Use the down arrow button to highlight Partial Clean and then touch the OK button.

d. Touch the OK button again.

e. Touch the Home button to highlight Continue, and then touch the OK button.

NOTE: The printer initializes.

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.

46.* error messages 623

 4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check
the configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, go to WISE and search for the following document that contains links to
flowcharts that you can use to troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

Or, click the following link: HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent)

46.00.0x
The toner delivery unit for replenishment system cannot deliver toner normally.

NOTE: This error is not expected to be seen by customers. The error is generated by an incorrect
main drive assembly installation.

● 46.00.00: Black toner

● 46.00.01: Cyan toner

● 46.00.02: Magenta toner

● 46.00.03: Yellow toner

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

Follow these troubleshooting steps in the order presented.

624 Chapter 6 Numerical control panel messages

 1. Use the Pre-boot menu to perform a partial clean procedure.

CAUTION: This procedure resets all printer configurations and settings to factory defaults
(customer configurations and settings are lost).

a. Turn the printer power off, and then back on again.

b. Touch the middle of the control-panel display when you see the 1/8 under the logo.

c. Use the arrow buttons to highlight +3:Administrator item, and then press the OK button.

d. Use the arrow buttons to highlight Partial Clean item, and then press the OK button.

e. Press the OK button again.

2. If the error persists, dispatch an onsite tech to troubleshoot the problem.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and then replace the toner supply service kit.

Table 6-52 Part information

Part number Part description

RM3-0846-000CN HP Toner supply service kit

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

2. If the error persists, escalate the case to L3.

46.00.04 Waste toner transport system failure

This message posts when the augers that transport waste toner into the Toner Collection Unit have
stalled.

Recommended action for onsite technicians 625

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

1. Turn the printer off, and then on.

2. If accessible, remove the Toner Collection Unit and inspect the end that has the white gear and
slide for damage to the unit. If damaged contact HP for replacement of Toner Collection Unit.

Figure 6-58 Remove toner collection unit

626 Chapter 6 Numerical control panel messages

 Figure 6-59 Check white gears

3. Inspect inside of TCU cavity to see if there is any damage to upper left sensor area.
If there is damage to upper left sensor area of the cavity, contact HP for service
(http://www.hp.com/go/contactHP).

4. If the Toner Collection Unit and the Cavity have no broken or bent pieces, reinstall the Toner
Collection Unit and 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 customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for customers 627

 2. If accessible, remove the Toner Collection Unit and inspect the end that has the white gear and
slide for damage to the unit. If damaged replace Toner Collection Unit.

Toner Collection Unit - 527F9A

Figure 6-60 Remove toner collection unit

Figure 6-61 Check white gears

3. Inspect inside of TCU cavity to see if there is any damage to upper left sensor area. . If there is
damage to upper left sensor area of the cavity, replace Toner Collection Unit and Waste Toner Duct
Assembly.

Table 6-53 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580

Model Part Number

Model X579 RM2-3590-000CN

Model X557/X580 RM2-3518-000CN

628 Chapter 6 Numerical control panel messages

 Table 6-53 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580 (continued)

Model Part Number

Model 5700/5800 RM2-3517-000CN

Table 6-54 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677

Model Part number

Model 6700/6800 RM2-3518-000CN

Model X654/X677 RM2-3590-000CN

4. If the Toner Collection Unit and the Cavity have no broken or bent pieces, reinstall the Toner
Collection Unit and turn the printer off, and then on.

5. If error persists, replace Toner Collection Unit and Waste Toner Duct Assembly. Toner Collection
Unit Part Number

Toner Collection Unit - 527F9A

Table 6-55 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580

Model Part Number

Model X579 RM2-3590-000CN

Model X557/X580 RM2-3518-000CN

Model 5700/5800 RM2-3517-000CN

Table 6-56 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677

Model Part number

Model 6700/6800 RM2-3518-000CN

Recommended action for customers 629

 Table 6-56 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677 (continued)

Model Part number

Model X654/X677 RM2-3590-000CN

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If accessible, remove the Toner Collection Unit and inspect the end that has the white gear and
slide for damage to the unit. If damaged replace Toner Collection Unit.

Toner Collection Unit - 527F9A

Figure 6-62 Remove toner collection unit

Figure 6-63 Check white gears

630 Chapter 6 Numerical control panel messages

3. Inspect inside of TCU cavity to see if there is any damage to upper left sensor area. . If there is
damage to upper left sensor area of the cavity, replace Toner Collection Unit and Waste Toner Duct
Assembly.

Table 6-57 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580

Model Part Number

Model X579 RM2-3590-000CN

Model X557/X580 RM2-3518-000CN

Model 5700/5800 RM2-3517-000CN

● Model X557/X580, Model 5700/5800

For instructions: Removal and replacement:

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

● Model X579

For instructions: Removal and replacement:

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

Table 6-58 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677

Model Part number

Model 6700/6800 RM2-3518-000CN

Model X654/X677 RM2-3590-000CN

● Model 6700/6800

For instructions: Removal and replacement:

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

● Model X654/X677

For instructions: Removal and replacement:

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

Recommended action for customers 631

 4. If the Toner Collection Unit and the Cavity have no broken or bent pieces, reinstall the Toner
Collection Unit and turn the printer off, and then on.

5. Remove the output bin and inspect Waste Toner Duct Assembly Sensor. The tip of the geared shaft
spins inside the two posts of sensor. When the printer comes to ready without the error, the tip sits
behind the posts instead of between them. See Figure 4 below for the tip behind the posts.

Figure 6-64 Figure 4-Tip behind posts

632 Chapter 6 Numerical control panel messages

6. If the tip stops between the posts you will see the error, or if the sensor is unplugged or damaged.
See Figure 5 for an example of the tip stopped between the posts. If this is the case replace the
waste toner duct assembly.

Figure 6-65 Figure 5-Tip between sensor posts

Table 6-59 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580

Model Part Number

Model X579 RM2-3590-000CN

Model X557/X580 RM2-3518-000CN

Model 5700/5800 RM2-3517-000CN

● Model X557/X580, Model 5700/5800

For instructions: Removal and replacement:

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

● Model X579

For instructions: Removal and replacement:

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

Table 6-60 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677

Model Part number

Model 6700/6800 RM2-3518-000CN

Model X654/X677 RM2-3590-000CN

● Model 6700/6800

For instructions: Removal and replacement:

Recommended action for customers 633

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

● Model X654/X677

For instructions: Removal and replacement:

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

For instructions: Removal and replacement:

7. Remove and reseat connector J351 on the High Voltage Power Supply, located at the second purple
cable from the right after removing the output bin and left side covers.

8. Remove and reseat the two FFC, Flat Flexible Cables, on High Voltage Power Supply to the left of
connector J351.

9. If error persists, replace Toner Collection Unit and Waste Toner Duct Assembly. Toner Collection
Unit Part Number

Toner Collection Unit - 527F9A

Table 6-61 Waste Toner Duct Assembly Part Number X57945/X557/5700/5800/X580

Model Part Number

Model X579 RM2-3590-000CN

Model X557/X580 RM2-3518-000CN

Model 5700/5800 RM2-3517-000CN

● Model X557/X580, Model 5700/5800

For instructions: Removal and replacement:

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

● Model X579

634 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement:

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

Table 6-62 Waste Toner Duct Assembly Part Number 6700/6800/X654/X677

Model Part number

Model 6700/6800 RM2-3518-000CN

Model X654/X677 RM2-3590-000CN

● Model 6700/6800

For instructions: Removal and replacement:

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

● Model X654/X677

For instructions: Removal and replacement:

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

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.A1.01
The engine delivered a page that remains on the SequencedPages queue.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

46.24.00 635
 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 a job is present when the printer comes back to ready, cancel the print job.

3. Verify that the printer can print internal pages.

4. Try the original print job again, if it fails, cancel and try a different print job.

5. If the issue persists, capture a .jdp log and elevate case using the standard support process.

47.WX.YZ error messages

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

636 Chapter 6 Numerical control panel messages

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.01.xx
Image transformer internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for call-center agents and onsite technicians 637

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.03.xx
Print job internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

638 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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.05.xx
Print spooler framework internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for call-center agents and onsite technicians 639

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

640 Chapter 6 Numerical control panel messages

 ● 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 product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools > Troubleshooting > Diagnostics menu, run the hard disk tests to validate
the health of the device. Fix any issue found with the mass storage device.

3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

48.WX.YZ error messages

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. In most cases, no action is necessary.

Recommended action for customers 641

 2. If the error persists, upgrade the printer firmware.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 48 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

Or click the following link: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent
and Intermittent)

NOTE: 48.wx.yz errors are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

49.WX.YZ error messages

49.XX.YY Error To continue turn off then on
A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

642 Chapter 6 Numerical control panel messages

 2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 49 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

NOTE: 48 errors are similar to 49 errors.

Or click the following link: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent
and Intermittent)

49.38.07
Generic error.

This issue is caused by a formatter replacement that has not had the correct parameters set at the
factory. This issue is tied to the factory installed Trusted Platform Module (TPM).

NOTE: For additional information, go to WISE and search for this document: HP LaserJet Enterprise,
HP LaserJet Managed - 49.38.07 error after replacing the formatter (Emerging Issue) (c06621339).

Or click on the following link: HP LaserJet Enterprise, HP LaserJet Managed - 49.38.07 error after
replacing the formatter (Emerging Issue)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents and onsite technicians 643

 1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the technician where the formatter came from and note the answer in the case notes.

2. Turn the printer off, and then on.

3. Confirm that the unit still boots to the same 49.38.07 error.

4. Elevate the case to ATS

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 a device that never had a TPM paired from the factory. A
new TPM cannot be installed for security reasons.

50.WX.YZ error messages

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

644 Chapter 6 Numerical control panel messages

50.1X.YZ
Low fuser temperature failure

X = fuser mode, Y = previous printer sleep state, and Z = next printer sleep state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

50.1X.YZ 645
 Figure 6-66 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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 and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

646 Chapter 6 Numerical control panel messages

 Figure 6-67 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Check printer for residual paper in the fuser and clear the jam.

f. Push the fuser completely into the printer.

g. Close the right door and turn the printer on.

h. If on inspection the fuser rollers are dirty, run a cleaning page.

2. Ensure the paper type and fuser mode are correct for paper being used.

3. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser. If the printer side connector is damaged replace the fuser power
connector assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ensure that all steps for call-center agent were followed and that the fuser has been removed and
reseated.

2. Ensure the paper type and fuser mode are correct for paper being used.

3. Check printer for residual paper in the fuser and clear the jam.

Recommended action for onsite technicians 647

 4. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser. If the printer side connector is damaged replace the fuser power
connector assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

50.2X.YZ
Fuser warm-up error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

648 Chapter 6 Numerical control panel messages

 Figure 6-68 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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.

2. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

3. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

4. Ensure the paper type and fuser mode are correct for paper being used.

Recommended action for call-center agents 649

 5. Remove the fuser and check the fuser for damage or obstructions. Reinstall or replace the fuser as
needed. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

6. Ensure that there is no residual paper in the fuser.

7. If the error persists, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

8. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

3. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

4. Ensure the paper type and fuser mode are correct for paper being used.

5. Remove the fuser and check the fuser for damage or obstructions. Reinstall or replace the fuser as
needed. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

6. Ensure that there is no residual paper in the fuser.

7. Replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

8. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

650 Chapter 6 Numerical control panel messages

 LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

50.3X.YZ
High fuser temperature

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

50.3X.YZ 651
 Figure 6-69 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

3. Ensure that there is no residual paper in the fuser.

4. Turn the printer on.

652 Chapter 6 Numerical control panel messages

 5. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

6. If the customer is mainly printing high coverage pages, scheduling cleaning pages will likely help
prevent toner build up on the fuser.

7. Replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

8. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Ensure that there is no residual paper in the fuser.

3. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

4. If the customer is mainly printing high coverage pages, scheduling cleaning pages will likely help
prevent toner build up on the fuser.

5. Replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

6. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

Recommended action for onsite technicians 653

 LVPS (220-240V) - RM3-7729-000CN

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

50.4X.YZ
Drive circuit fault

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

654 Chapter 6 Numerical control panel messages

 Figure 6-70 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

Recommended action for call-center agents 655

 3. If the error persists, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

4. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

3. Check the cable from low-voltage power supply assembly to the DC controller PCA and reconnect
the connector and to the Fuser drive PCA.

4. If the error persists, and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

5. If the error persists, replace the low voltage power supply.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

656 Chapter 6 Numerical control panel messages

50.6X.YZ
Open fuser circuit (heating element failure)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

Figure 6-71 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

50.6X.YZ 657
 4. Retest the printer.

5. If the error persists, please 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.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

3. Turn the printer on.

4. If the error persists, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Check the connector between the fuser and the fuser drive assembly. If the fuser connector
is damaged, replace the fuser. If the printer side connector is damaged replace the fuser drive
assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

3. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

50.7X.YZ
Fuser pressure-release mechanism failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

658 Chapter 6 Numerical control panel messages

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

Figure 6-72 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

Recommended action for customers 659

 g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

3. Check the gear for releasing pressure of the fuser inside the printer side. If the gear is damaged,
replace the fuser drive assembly.

Fixing drive assembly - RM2-4487-000CN

4. Check the gear for releasing pressure of the fuser. If the gear is damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Reinstall the fuser and turn the printer on.

6. Run the fuser pressure release roller test in the diagnostic menu. If the test passes replace the
fuser, if it fails replace the fuser drive assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
Fixing drive assembly - RM2-4487-000CN

7. Run the sensor test in the sensor monitor mode to verify that the fuser pressure release sensor is
functioning properly. If it is not, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

660 Chapter 6 Numerical control panel messages

 2. Check the gear for releasing pressure of the fuser on printer side. If the gear is damaged, replace
the fuser drive assembly.

Fixing drive assembly - RM2-4487-000CN

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

3. Check the gear for releasing pressure of the fuser. If the gear is damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

4. Run the fuser pressure release roller test in the diagnostic menu. If the test passes replace the
fuser, if it fails replace the fuser drive assembly.

NOTE: Before replacing any parts, Check the cable from fuser to the DC controller PCA and
reconnect the connector.

Fixing drive assembly - RM2-4487-000CN

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

5. Run the sensor test in the sensor monitor mode to verify that the fuser pressure release sensor is
functioning properly. If it is not, replace the fuser.

NOTE: Before replacing any parts, Check the cable from fuser to the DC controller PCA and
reconnect the connector.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

6. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

50.8X.YZ
Low fuser temperature 2

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

50.8X.YZ 661
 2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

Figure 6-73 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

662 Chapter 6 Numerical control panel messages

 g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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.

2. Remove the fuser.

3. Ensure that there is no residual paper in the fuser.

4. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. Reinstall the fuser. Ensure that the fuser is seated correctly.

6. Turn the printer on.

7. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

2. Ensure that there is no residual paper in the fuser.

3. Check the connector between the fuser and the fuser drive assembly. If the fuser connector
is damaged, replace the fuser. If the printer side connector is damaged replace the fuser drive
assembly.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

4. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for call-center agents 663

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

50.9X.YZ
High fuser temperature 2

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

664 Chapter 6 Numerical control panel messages

 Figure 6-74 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

3. Ensure that there is no residual paper in the fuser.

4. Turn the printer on.

Recommended action for call-center agents 665

 5. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

6. Check the connector between the fuser and printer. If the connector is damaged, replace the
connector assembly or the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

7. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

8. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Ensure that there is no residual paper in the fuser.

3. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

4. Check the connector between the fuser and printer. If the connector is damaged, replace the
connector assembly or the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

5. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

6. If the error persists, replace the low-voltage power assembly.

● X654 Series Printer

666 Chapter 6 Numerical control panel messages

 LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

50.AX.YZ
Low fuser temperature 3

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

50.AX.YZ 667
 Figure 6-75 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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 and reinstall the fuser. Ensure that the fuser is seated correctly.

2. Ensure that there is no residual paper in the fuser.

3. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

668 Chapter 6 Numerical control panel messages

 4. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

2. Ensure that there is no residual paper in the fuser.

3. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

4. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

50.BX.YZ
High fuser temperature 3

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Remove and reseat the fuser.

a. Turn the printer off and wait for 5 seconds.

b. Open the right door.

c. Grasp the fuser handles, and then pull the fuser straight out of the printer to remove it.

CAUTION: The fuser might be hot.

Recommended action for onsite technicians 669

 Figure 6-76 Remove fuser

d. Inspect the fuser sleeve for toner debris.

e. Push the fuser completely into the printer.

f. Close the right door and turn the printer on.

g. If on inspection the fuser rollers are dirty, run a cleaning page.

On the printer control panel, go to the following menus:

● Calibration/Cleaning menu > Cleaning Page

● Touch Print to manually print a cleaning page.

6. Test the printer.

7. If the error persists, please 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 and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Ensure that there is no residual paper in the fuser.

3. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

670 Chapter 6 Numerical control panel messages

 4. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

5. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

6. Replace the low-voltage power assembly.

● X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

For instructions: Removal and replacement: Low-voltage power supply (LVPS) See the Repair
Service Manual for this product.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Ensure that there is no residual paper in the fuser.

3. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

4. Check the connector between the fuser and the fuser drive assembly. If the fuser connector is
damaged, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

5. If the error persists and the fuser has not been replaced, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

6. Replace the low-voltage power assembly.

● X654 Series Printer

Recommended action for call-center agents 671

 LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

51.WX.YZ, 52.WX.YZ error messages

51.* errors
Errors in the 51.* family are related to the laser scanner.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and
reseat them if necessary.

3. If the error persists, replace the laser scanner.

51.00.YZ
An error with the laser scanner assembly has occurred in the printer.

● 51.00.10 Beam detect error

● 51.00.19 Laser malfunction

672 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

3. Check the event log for other laser scanner errors. If the errors are present, resolve those errors.

4. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

3. Check the event log for other laser scanner errors. If the errors are present, resolve those errors.

4. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J107.

b. Check the connectors on the laser/scanner J338 and rear PCA.

5. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

52.* errors
Errors in the 52.* family are related to the laser scanner.

Recommended action for customers 673

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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and
reseat them if necessary.

3. If the error persists, replace the laser scanner.

52.00.00/52.00.20 Scanner Startup/Rotation error

A printer laser/scanner error occurred.

● 52.00.00 laser scanner startup error.

● 52.00.20 laser scanner rotation error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and close the right and front doors to see if the printer returns to a Ready state.

2. Turn the printer off, and then on.

674 Chapter 6 Numerical control panel messages

 3. Ensure the printer is running the most current version of firmware.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, replace the laser scanner assembly.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and close the right and front doors to see if the printer returns to a Ready state.

2. Turn the printer off, and then on.

3. Ensure the printer is running the most current version of firmware.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J107.

b. Check the connectors on the laser/scanner J338 and rear PCA.

5. Run the scanner motor drive test in the actuator drive mode to verify that the scanner motor is
functioning properly. If it is not, replace the laser scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

53.WX.YZ error messages

53.A0.y0
Tray "Y" side guide misalignment resolved.

The engine detected that the tray guide misalignment has been resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.10: Tray 1 Side guide misalignment resolved.

● 53.A0.20: Tray 2 side guide misalignment resolved.

● 53.A0.30: Tray 3 side guide misalignment resolved.

● 53.A0.40: Tray 4 side guide misalignment resolved.

● 53.A0.50: Tray 5 side guide misalignment resolved.

Recommended action for onsite technicians 675

 ● 53.A0.60: Tray 6 side guide misalignment resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A0.y1
Tray "Y" Side guide misalignment proactive warning.

The engine detected a tray "Y" side guide misalignment.

This is a proactive warning intended to avoid a jam event.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.11: Tray 1 side guide misalignment warning.

● 53.A0.21: Tray 2 side guide misalignment warning.

● 53.A0.31: Tray 3 side guide misalignment warning.

● 53.A0.41: Tray 4 side guide misalignment warning.

● 53.A0.51: Tray 5 side guide misalignment warning.

● 53.A0.61: Tray 6 side guide misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. If the trays are not locked, educate the customer on the correct way to align the side guides when
refilling paper in the tray.

3. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

53.A1.y0 Enter error message

Tray "Y" paper delivery direction misalignment resolved.

676 Chapter 6 Numerical control panel messages

 NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.10: Tray 1 Side guide misalignment resolved.

● 53.A1.20: Tray 2 side guide misalignment resolved.

● 53.A1.30: Tray 3 side guide misalignment resolved.

● 53.A1.40: Tray 4 side guide misalignment resolved.

● 53.A1.50: Tray 5 side guide misalignment resolved.

● 53.A1.60: Tray 6 side guide misalignment resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A1.y1
Tray "Y" paper delivery direction misalignment warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action 677

 1. Ensure that the paper tray guides are set to the correct paper size that is being loaded into the
paper tray.

NOTE: Check the event log for the following messages to determine which tray guides need to be
adjusted.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

2. Ensure that the rear paper guide is set to the correct paper length.

3. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

4. If the trays are not locked, educate the customer on the correct way to align the guides when
refilling paper in the tray.

5. Inspect the quality and condition of the customer paper to identify conditions that may lead to
paper skewing.

6. Inspect the condition of the feed and separation rollers of the listed tray, and ensure they are not
worn, or damaged. Replace the rollers as needed.

53.A2.y0
Tray "Y" overload resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.10: Tray 1 overload resolved.

● 53.A2.20: Tray 2 overload resolved.

● 53.A2.30: Tray 3 overload resolved.

● 53.A2.40: Tray 4 overload resolved.

● 53.A2.50: Tray 5 overload resolved.

● 53.A2.60: Tray 6 overload resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

678 Chapter 6 Numerical control panel messages

53.A2.y1
Tray "Y" overload warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.11: Tray 1 overload warning.

● 53.A2.21: Tray 2 overload warning.

● 53.A2.31: Tray 3 overload warning.

● 53.A2.41: Tray 4 overload warning.

● 53.A2.51: Tray 5 overload warning.

● 53.A2.61: Tray 6 overload warning.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Remove paper from the specified tray until it is below the paper fill level mark.

53.B0.0z
Tray "Z" feed roller nearing end of life.

Prepare to replace tray pick rollers

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B0.01: Tray 1 feed roller nearing end of life.

● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

Recommended action
Follow these troubleshooting steps in the order presented.

■ The paper tray rollers will need to be replaced soon. Be prepared to replace the tray rollers for the
specified tray.

NOTE: Check the event log for the following messages to determine which tray rollers need to be
changed.

● 53.B0.01: Tray 1 feed roller nearing end of life.

53.A2.y1 679
 ● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

53.B1.0z
Tray "Z" feed roller at end of life.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B1.01: Tray 1 feed roller at end of life.

● 53.B1.02: Tray 2 feed roller at end of life.

● 53.B1.03: Tray 3 feed roller at end of life.

● 53.B1.04: Tray 4 feed roller at end of life.

● 53.B1.05: Tray 5 feed roller at end of life.

● 53.B1.06: Tray 6 feed roller at end of life.

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.

■ Replace the feed and separation rollers for the specified tray.

53.B2.0z
Tray "Z" feed roller brand new.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B2.01: Tray 1 feed roller brand new.

● 53.B2.02: Tray 2 feed roller brand new.

● 53.B2.03: Tray 3 feed roller brand new.

● 53.B2.04: Tray 4 feed roller brand new.

680 Chapter 6 Numerical control panel messages

 ● 53.B2.05: Tray 5 feed roller brand new.

● 53.B2.06: Tray 6 feed roller brand new.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.B3.0z
Tray "Z" pick roller brand new (engine detected).

The engine detected that new tray feed rollers have been installed.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B3.01: Tray 1 feed roller brand new (engine detected).

● 53.B3.02: Tray 2 feed roller brand new (engine detected).

● 53.B3.03: Tray 3 feed roller brand new (engine detected).

● 53.B3.04: Tray 4 feed roller brand new (engine detected).

● 53.B3.05: Tray 5 feed roller brand new (engine detected).

● 53.B3.06: Tray 6 feed roller brand new (engine detected).

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.C1.0z Tray "Z" size mismatch.

The specified tray contains a size that does not match the configured size.

Complete screen message:

The specified tray contains a size that does not match the configured size.

The tray is configured to support the only size indicated

Confirm guides are in correct position.

This issue occurs when the managed print provider has locked the paper tray to either letter or A4 and
the tray has a different size paper loaded.

NOTE: This can occur if the tray was swapped out or the physical trays locks in the tray were removed
and the guides changed.

● 53.C1.02: Tray 2 size mismatch.

● 53.C1.03: Tray 3 size mismatch.

Recommended action 681

 ● 53.C1.04: Tray 4 size mismatch.

● 53.C1.05: Tray 5 size mismatch.

● 53.C1.06: Tray 6 size mismatch.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. Contact your managed print provider if you need to change the paper size from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the media size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

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

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

682 Chapter 6 Numerical control panel messages

 ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

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

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

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.00.01 / 54.00.03 (event log only)

Environment sensor abnormality warning

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Ensure the printer is not directly under or on top off a central air vent.

4. If the error persists, please 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.

2. Ensure the printer is not directly under or on top off a central air vent.

3. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Recommended action call-center agents and onsite technicians 683

 4. Replace the environment sensor PCB assembly.

Sensor, humidity HSU-08FDB2A - WP2-5473-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is not directly under or on top off a central air vent.

3. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. Ensure that the connectors of the paper sensor assembly and connectors on the DC controller
PCA.

5. Replace the environment sensor PCB assembly.

Sensor, humidity HSU-08FDB2A - WP2-5473-000CN

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

54.00.06 or 54.00.14 or 54.00.19 (event log only)

Registration density 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

Follow these troubleshooting steps in the order presented.

1. Open the right door and clean any toner dust and debris from the front and rear density sensors
and the surrounding areas using compressed air and/or a soft brush.

a. To clean the density sensors open the right door and remove the ITB.

684 Chapter 6 Numerical control panel messages

 b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-77 Clean sensors

2. If the error persists, replace the density detect assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door and clean any toner dust and debris from the front and rear density sensors
and the surrounding areas using compressed air and/or a soft brush.

2. If the error persists, manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

Recommended action for onsite technicians 685

 b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-78 Clean sensors

3. If the error persists, replace the density detect assembly.

Density detect assembly - RM2-4492-000CN

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

54.01.05 (event log only)

Paper sensor is out of calibration range

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Turn the printer off, and then on to have the printer perform the color plane registration.

4. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

686 Chapter 6 Numerical control panel messages

 1. Open the right door and clean the paper sensor assembly with a lint-free cloth. Turn the power off,
and then on.

Figure 6-79 Clean sensor

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Replace the registration density detect assembly.

Part number: Density detect assembly RM2-4492-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 687

 1. Open the right door and clean the paper sensor assembly with a lint-free cloth. Turn the power off,
and then on.

Figure 6-80 Clean sensor

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Ensure that the connectors of the paper sensor and registration assembly and connectors on the
DC controller PCA are fully seated and not damaged..

4. Replace the registration density detect assembly.

Part number: Density detect assembly RM2-4492-000CN

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

54.06.21 (event log only)

Primary laser/scanner beam detect abnormality

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

688 Chapter 6 Numerical control panel messages

 2. If the error persists, replace the laser scanner assembly.

Laser scanner assembly - RM2-3787-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J107.

b. Check the connectors on the laser/scanner J338 and rear PCA.

3. If the error persists, replace the laser scanner assembly.

Laser scanner assembly - RM2-3787-000CN

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

54.14.00 (event log only)

Registration density sensor abnormality warning

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Turn the printer off, and then on to have the printer perform the color plane registration.

4. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

5. If the error persists, please 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 power off, and then on.

2. Ensure that the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

Recommended action for onsite technicians 689

 After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

5. Open and close the front door, or turn the printer off, and then on to have the printer perform the
color plane registration.

6. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Ensure that the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Intermediate transfer belt (ITB) See the Repair Service
Manual for this product.

5. Open and close the front door, or turn the printer off, and then on to have the printer perform the
color plane registration.

6. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

690 Chapter 6 Numerical control panel messages

 b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-81 Clean sensors

7. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

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

54.0B.YZ (event log only)

Density sensor out of range or density uniformity adjustment abnormality.

● 54.0B.00, 54.0B.10— Black

● 54.0B.01, 54.0B.11 — Cyan

● 54.0B.02, 54.0B.12 — Magenta

● 54.0B.03, 54.0B.13 — Yellow

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Turn the printer off, and then on to have the printer perform the color plane registration.

4. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

54.0B.YZ (event log only) 691

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

5. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-82 Clean sensors

6. Consider new supplies for the specific code:

54.0B.00, 54.0B.10— Black toner cartridge:

54.0B.01, 54.0B.11 — Cyan toner cartridge
54.0B.02, 54.0B.12 — Magenta toner cartridge
54.0B.03, 54.0B.13 — Yellow toner cartridge

692 Chapter 6 Numerical control panel messages

 7. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Intermediate transfer belt (ITB) See the Repair Service
Manual for this product.

5. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-83 Clean sensors

Recommended action for onsite technicians 693

 6. Consider new supplies for the specific code:

Drum part number:-

54.0B.00, 54.0B.10— Black toner cartridge:
54.0B.01, 54.0B.11 — Cyan toner cartridge
54.0B.02, 54.0B.12 — Magenta toner cartridge
54.0B.03, 54.0B.13 — Yellow toner cartridge

7. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

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

54.0C.0Z or 54.0D.0Z (event log only)

DHalf warning.

During the printer calibration, the half tone of the color indicated failed to measure normally.

● 54.0C.00, 54.0D.00 — Black

● 54.0C.01, 54.0D.01 — Cyan

● 54.0C.02, 54.0D.02 — Magenta

● 54.0C.03, 54.0D.03 — Yellow

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Turn the printer off, and then on to have the printer perform the color plane registration.

4. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

5. If the error persists, please 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 power off, and then on.

2. Open and close the front door several times to clean the registration density sensor.

3. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

694 Chapter 6 Numerical control panel messages

 After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

5. Manually clean the registration density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear registration density sensors (RD
sensors) and the surrounding areas using compressed air and/or a soft brush.

Figure 6-84 Clean sensors

6. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Open and close the front door several times to clean the registration density sensor.

3. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

4. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

Recommended action for onsite technicians 695

 For instructions: Removal and replacement: Intermediate transfer belt (ITB) See the Repair Service
Manual for this product.

5. Manually clean the registration density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear registration density sensors (RD
sensors) and the surrounding areas using compressed air and/or a soft brush.

Figure 6-85 Clean sensors

6. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

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

54.0E.YZ (event log only)

These are informational only messages for engine calibration events.

Recommended action
See recommended action.

■ No action necessary.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

■ There is no action for the customer to take because the event is not an error and is not user-visible.

54.0F.YZ (event log only)

CPR sensor out of range

696 Chapter 6 Numerical control panel messages

 Misregistration measurement abnormality error.

● 54.0F.00 — Black

● 54.0F.01 — Cyan

● 54.0F.02 — Magenta

● 54.0F.03 — Yellow

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Turn the printer off, and then on to have the printer perform the color plane registration.

4. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

5. If the error persists, please 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 power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

4. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Recommended action for customers 697

 Figure 6-86 Clean sensors

5. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Intermediate transfer belt (ITB) See the Repair Service
Manual for this product.

4. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

698 Chapter 6 Numerical control panel messages

 Figure 6-87 Clean sensors

5. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

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

54.0X.07 (event log only)

The printer experienced a drum home position sensor error.

● 54.05.07 Black Drum

● 54.06.07 Cyan Drum

● 54.07.07 Magenta Drum

● 54.08.07 Yellow Drum

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

54.0X.07 (event log only) 699

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

1. Turn the printer off, and then on.

2. Check the cable from main drive assembly to the DC controller PCA and reconnect the connector.

3. Replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

For instructions: Removal and replacement: Main drive assembly See the Repair Service Manual
for this product.

54.0X.0B or 54.0X.0C or 54.0X.0D or 54.0X.0E (event log only)

Density sensor out of range error or Dhalf calibration failure

● 54.00.0B, 54.00.0C 54.00.0D, 54.00.0E — Black

● 54.01.0B, 54.01.0C 54.01.0D, 54.01.0E — Cyan

● 54.02.0B, 54.02.0C 54.02.0D, 54.02.0E — Magenta

● 54.03.0B, 54.03.0C 54.03.0D, 54.03.0E — Yellow

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. From the control panel of the printer, go to the following menus, Support Tools > Maintenance >
Calibration/Cleaning and run the Full Calibration.

4. If the error persists, please 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 power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

700 Chapter 6 Numerical control panel messages

 3. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

4. Manually clean the density sensors.

a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-88 Clean sensors

5. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: Check the event log for the 10.0X.70 codes for the cartridge (10.01, 02, 03, 04.70). If this error
is listed, the customer must replace the specified supply.

After an HP supply has reached the very low threshold, the HP premium protection warranty ends
and the customer is responsible for replacing the part(s).

3. Check the ITB for damage and replace the ITB as needed.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

For instructions: Removal and replacement: Intermediate transfer belt (ITB) See the Repair Service
Manual for this product.

4. Manually clean the density sensors.

Recommended action for onsite technicians 701

 a. To clean the density sensors open the right door and remove the ITB.

b. Clean any toner dust and debris from the front and rear density sensors (RD sensors) and the
surrounding areas using compressed air and/or a soft brush.

Figure 6-89 Clean sensors

5. If the error persists, replace the registration density sensor assembly.

Density detect assembly - RM2-4492-000CN

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

55.WX.YZ, 56.WX.YZ error messages

55.* errors
Errors in the 55.* family often indicate a problem with the DC controller.

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. Reset the printer:

702 Chapter 6 Numerical control panel messages

 a. Turn the printer off using the power switch, and then wait at least 30 seconds.

b. Turn the printer on and wait for it to initialize.

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. If the error persists, replace the DC controller.

55.00.01, 55.00.03 or 55.00.04 DC Controller Error

The communication link between the formatter and DC controller was lost.

● 55.00.01 DC controller memory error.

● 55.00.03 DC controller no engine response.

● 55.00.04 DC controller communications 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the DC controller.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

DC controller PCA - RM3-7754-010CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Verify that all connectors on the DC controller are seated correctly.

3. If the error persists, replace the DC controller.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

55.00.01, 55.00.03 or 55.00.04 DC Controller Error 703

 DC controller PCA - RM3-7754-010CN

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

55.00.05 Engine Firmware RFU Error

The DC controller firmware upgrade failed.

Recommended action
1. Turn the printer off, and then on.

2. If issue remains re-send the upgrade.

55.01.06, 55.02.06 DC controller error To continue turn off then on

NVRAM memory warning

● 55.01.06 (event code)

NVRAM memory data error warning.

● 55.02.06 (event code)

NVRAM memory access error warning.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the DC controller.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

DC controller PCA - RM3-7754-010CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

704 Chapter 6 Numerical control panel messages

 2. If the error persists, replace the DC controller.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

DC controller PCA - RM3-7754-010CN

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

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.

56.00.YZ
The printer experienced a communication error with the optional paper trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. If the error persists, re-seat the optional paper trays (1 x 550-sheet feeder or 2100 HCI).

3. If the error persists, please 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, then on.

2. If the error persists, re-seat the optional paper trays (1 x 550-sheet feeder and/or 2100-sheet
feeder).

56.* errors 705

 3. Check the input connectors for damage. If a connector is damaged, replace the connector.

Table 6-63 Part Numbers

Tray Cable Tray connector part number

550 Sheet feeder: Drawer upper cable assembly RM3-8058-000CN

2100 HCI: Drawer cable assembly RM3-8079-000CN

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. If the error persists, re-seat the optional paper trays (1 x 550-sheet feeder and/or 2500-sheet
feeder).

3. Check the connector between the printer and input accessory. If the connector is damaged,
replace the drawer cable assembly

Table 6-64 Part Numbers

Tray Cable Tray connector part number

550 Sheet feeder: Drawer upper cable assembly RM3-8058-000CN

2100 HCI: Drawer cable assembly RM3-8079-000CN

4. Replace the PF controller PCA. (for paper feeder) Replace the HCI controller PCA. (for HCI)

Table 6-65 Part Numbers

Tray Tray connector part number

550 sheet feeder: Paper feeder controller PCA RM3-8051-000CN

2100 HCI : HCI controller PCA RM3-8071-000CN

For instructions:

See the Repair Service Manual for this product.

56.00.01 Illegal Input Printer Error

The printer experienced an illegal input.

Recommended action
1. Turn the printer off, then on.

2. Remove any third-party hardware and test again.

706 Chapter 6 Numerical control panel messages

57.WX.YZ error messages
57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.

2. Update the firmware to the latest version. If the latest version firmware is already installed, reinstall
it now.

For more information, see:

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01 Fan failure

Cartridge fan FM1 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.

57.* errors 707

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. If the error persists, replace the cartridge fan FM1.

Fan (Cartridge fan) - RK3-0762-000CN

3. 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.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. Disconnect and reconnect J205 on the drive PCA assembly and interconnect J931 going to the fan.

3. Check connector J130 on the DC controller PCA.

4. If the error persists, replace the cartridge fan FM1.

Fan (Cartridge fan) - RK3-0762-000CN

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

5. 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.

57.00.02 Fan failure

Power supply FM2 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

Follow these troubleshooting steps in the order presented.

708 Chapter 6 Numerical control panel messages

 1. Turn the printer off, then on.

2. If the error persists, replace the power supply FM2.

Fan (Power supply fan) - RK3-2277-000CN

3. 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.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. Disconnect and reconnect J247 and J248 on the low voltage power supply PCA..

3. Disconnect and reconnect J106 on the DC controller PCA.

4. If the error persists, replace the power supply FM2.

Fan (Power supply fan) - RK3-2277-000CN

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

5. 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.

57.00.03 Fan failure

Fuser fan FM3 has experienced a 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for onsite technicians 709

 2. If the error persists, replace the fuser fan FM3.

Fan (Fuser fan) - RK3-0762-000CN

3. 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.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect J206 on the drive PCA.

3. Disconnect and reconnect J130 on the DC controller PCA.

4. If the error persists, replace the fuser fan FM3.

Fan (Fuser fan) - RK3-0762-000CN

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

5. 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.

57.00.04 Fan failure

Exhaust fan FM4 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the exhaust fan FM4.

Fan - RK3-0762-000CN

710 Chapter 6 Numerical control panel messages

 3. 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.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect J706 interconnect to the exhaust fan.

3. Disconnect and reconnect J131 and J132 on the DC controller PCA.

4. If the high voltage power supply has recently been replaced, check J354 on the HVPS.

5. If the error persists, replace the exhaust fan FM4.

Fan - RK3-0762-000CN
For instructions:
See the Repair Service Manual for this product.

6. 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.

58.WX.YZ error messages

58.* errors
Errors in the 58.* family indicate an electrical problem inside the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 711

 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. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

3. Check all connections on the DC Controller and the power supply. Trace the connections from
the DC Controller and power supply to the sensors and other components and reseat them if
necessary.

58.00.02 Error
Environmental sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by power source issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues. Check if you have a 220V printer and it is plugged into a 110V source.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, please 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.

2. If the error persists, replace the environmental sensor PCB assembly.

Sensor, humidity HSU-08FDB2A - WP2-5473-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect J521 and J522 on the fan connecting PCA.

3. Disconnect and reconnect J158 on the DC controller PCA.

4. If the error persists, replace the environmental sensor PCB assembly.

Sensor, humidity HSU-08FDB2A - WP2-5473-000CN

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

712 Chapter 6 Numerical control panel messages

58.00.03 Error
DC controller 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the DC controller PCA.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

DC controller PCA - RM3-7754-010CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that all the connections on the DC controller PCA are securely seated.

3. If the error persists, replace the DC controller PCA.

● 6700 and X654 Series

DC controller PCA - RM3-7753-010CN

● 6800 and X677 Series

DC controller PCA - RM3-7754-010CN

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

58.00.04 Error
Low-voltage power supply unit malfunction.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

58.00.03 Error 713

 1. Turn the printer off, and then on.

NOTE: This error might be caused by power source issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues. Check if you have a 220V printer and it is plugged into a 110V source.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, please 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: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plug into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plug into a dedicated power outlet.

3. Disconnect and reconnect J106 and J105 on the DC controller PCA and ensure they are securely
seated.

4. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

714 Chapter 6 Numerical control panel messages

 LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

58.01.04 Error
24V power supply error during operation.

During a regular printing operation the 24V power supply experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by power source issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues. Check if you have a 220V printer and it is plugged into a 110V source.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, please 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: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plug into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

58.01.04 Error 715

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

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plug into a dedicated power outlet.

3. Disconnect and reconnect J105 and J106 on the DC controller PCA and ensure the a securely
seated.

4. Disconnect and reconnect J244 on the DC controller PCA and J201 on the drive PCA to ensure they
are securely seated.

5. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

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

58.02.04 Error
24V power supply error during printer power on or wake up.

During the printer power on, or when waking from a sleep mode, the printer experienced an error with
the 24V power supply.

NOTE: Check the voltage of the unit on the regulatory sticker. This event is directly related to a 220V
printer being plugged into a 110V outlet. Ensure that the voltage of the outlet matches the voltage of the
printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by power source issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues. Check if you have a 220V printer and it is plugged into a 110V source.

2. Ensure the printer is plugged into a dedicated power outlet.

716 Chapter 6 Numerical control panel messages

 3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

LVPS (220-240V) - RM3-7729-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

2. Ensure the printer is plugged into a dedicated power outlet.

3. Disconnect and reconnect J105 and J106 on the DC controller PCA and ensure the a securely
seated.

4. Disconnect and reconnect J244 on the DC controller PCA and J201 on the drive PCA to ensure they
are securely seated.

5. If the error persists, replace the low-voltage power supply (LVPS).

● 6700 and X654 Series Printer

LVPS (110-127V) - RM3-7726-000CN

LVPS (220-240V) - RM3-7727-000CN

● 6800 and X677 Series Printers

LVPS (110-127V) - RM3-7728-000CN

Recommended action for call-center agents 717

 LVPS (220-240V) - RM3-7729-000CN

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

59.WX.YZ error messages

59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.00.00 Motor error

Paper path motor malfunction pickup motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

718 Chapter 6 Numerical control panel messages

 2. If the error persists, replace the pickup drive assembly.

Paper pickup drive assembly - RM2-3702-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is especially
important if any previous parts have been replaced.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Test the pickup motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Run the Tray 2 pickup motor drive test.

c. If the test fails, disconnect and reconnect J209B on the Drive PCA.

d. Retest the motor. If the error persists, replace the pickup drive assembly which contains the
pickup motor.

Paper pickup assembly - RM2-3509-000CN

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

3. If the error persists after the motor has been replaced, replace the DC controller.

● X654 Series printers

DC controller PCA - RM3-7757-010CN

● X677 Series Printers

DC controller PCA - RM3-7758-010CN

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

59.00.03 Duplexer paper feed mechanism malfunction

A duplexer paper transportation area malfunction is detected

This is typically the duplex feed motor error.

Recommended action for onsite technicians 719

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

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the duplexer unit on the right door for jams or obstructions and remove them as needed.

3. If damage is found on the right door, replace the right door assembly.

Right door assembly - RM2-3665-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is especially
important if any previous parts have been replaced.

4. If the door shows no damage, replace the paper delivery assembly.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the duplexer unit on the right door for jams or obstructions and remove them as needed.

3. If damage is found on the right door, replace the right door assembly.

Right door assembly - RM2-3665-000CN

See the Repair Service Manual for this product.

4. Test the duplex switchback motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

720 Chapter 6 Numerical control panel messages

 b. Run the duplex switchback motor drive test.

c. If the test fails, disconnect and reconnect J122 on the DC controller PCA and the connector on
the motor.

d. Retest the motor. If the error persists, replace the duplex motor.

Motor assembly (Duplex motor; 6700/X654/6800/X677) - RM2-4489-000CN

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

5. If the error persists after the motor has been replaced, replace the paper delivery assembly.

● X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

● X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

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

59.00.04 Duplex unit malfunction

General duplex unit malfunction. Combined side registration and motor error.

This is typically the duplex switchback motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the duplexer unit on the right door for jams or obstructions and remove them as needed.

3. If damage is found on the right door, replace the right door assembly.

Right door assembly - RM2-3665-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is especially
important if any previous parts have been replaced.

4. If the door shows no damage, replace the paper delivery assembly.

● X654 Series Printers

59.00.04 Duplex unit malfunction 721

 Paper delivery assembly - RM2-3555-000CN

● X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the duplexer unit on the right door for jams or obstructions and remove them as needed.

3. If damage is found on the right door, replace the right door assembly.

Right door assembly - RM2-3665-000CN

See the Repair Service Manual for this product.

4. Test the duplex switchback motor, solenoid, and clutch.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Run the tests one at a time.

c. If any of the test fails, disconnect and reconnect J121, J122, and J133 on the DC controller PCA.

d. Retest the duplex switchback motor, solenoid, and clutch. If the error persists, replace the
following as needed.

● If the duplex motor fails, replace the motor assembly.

Motor assembly (Duplex motor; 6700/X654/6800/X677) - RM2-4489-000CN

For instructions:

See the Repair Service Manual for this product.

● If the clutch or the solenoid fails replace the delivery assembly.

– X654 Series Printers

Paper delivery assembly - RM2-3555-000CN

– X677 Series Printers

Paper delivery assembly - RM2-3556-000CN

For instructions:

See the Repair Service Manual for this product.

722 Chapter 6 Numerical control panel messages

59.00.30 or 59.00.40: Fuser error
Fuser motor start up error or fuser motor rotational error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser.

a. Turn the printer off.

b. Open the right door and remove the fuser. Rotate the fuser gears to ensure they move freely, if
they do not move freely, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

3. Run the fuser motor drive test to verify that the fuser motor is functioning correctly. If the tests
fails, replace the fuser drive assembly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Fuser Motors

59.00.30 or 59.00.40: Fuser error 723

 b. Run the fuser motor drive test. Touch the fuser motor icon then touch the activate icon.

c. If the test fails, replace the fuser motor assembly or the fuser drive assembly as needed.

Fixing drive assembly (6700/X654/6800/X677) - RM2-4487-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is
especially important if any previous parts have been replaced.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser.

a. Turn the printer off.

b. Open the right door and remove the fuser. Rotate the fuser gears to ensure they move freely, if
they do not move freely, replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

3. Test the fuser drive motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

724 Chapter 6 Numerical control panel messages

 ● Fuser Motors

b. Run the fuser motor drive test. Touch the fuser motor icon then touch the activate icon.

c. If the test fails, disconnect and reconnect J216, J103 of the fuser motor and connector on the
DC controller PCA

d. Check the fuser drive assembly for damage and proper gear movement.

e. Retest the motor. If the error persists, replace the fuser motor assembly or the fuser drive
assembly as needed.

Fixing drive assembly (6700/X654/6800/X677) - RM2-4487-000CN

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

4. If the error persists after the motor has been replaced, replace the DC controller.

● X654 Series printers

DC controller PCA - RM3-7757-010CN

● X677 Series Printers

DC controller PCA - RM3-7758-010CN

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

59.00.90
ITB motor start up error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer on.

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

59.00.90 725
 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the ITB and check it for damage. If the ITB is damage replace the ITB kit.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

3. If the error persists, replace the ITB motor assembly.

ITB motor assembly - RM3-7797-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the ITB and check it for damage. If the ITB is damage replace the ITB kit.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

3. Test the ITB-BLK developer motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the black developer motor drive test. Touch the black developer motor icon then touch the
activate icon.

726 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect J207, J208, and J215 on the Drive PCA and J103 and
J104 on the DC controller.

d. Retest the motor. If the error persists, replace the ITB motor assembly.

ITB motor assembly - RM3-7797-000CN

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

4. If the error persists after the motor has been replaced, replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

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

59.00.C0 Developer alienation motor abnormality

The developer-disengagement motor experienced a rotational error.

The developer-disengagement motor (M6) experienced a rotational 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Test the developer alienation motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Print Zone Motors

b. Run the Developer Alienation Motor test by touching the icon of the motor and then touching
the rotate icon.

3. If the motor test fails, replace the developer alienation solenoid. If the test passed go to the next
step.

Motor, stepping (Developer alienation motor) - RK2-6027-000CN

59.00.C0 Developer alienation motor abnormality 727

 4. Test the developer alienation sensor in the sensor monitor mode to verify that the sensor is
functioning correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Paper Path Sensor Test

b. Open and close the right door to reinitialize the printer. Observe the developer alienation
sensor to insure it increments while the printer runs.

5. If the sensor test fails, elevate the case using you Standard Support Process.

Recommended action for onsite technicians.

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Test the developer alienation motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Print Zone Motors

b. Run the Developer Alienation Motor test by touching the icon of the motor and then touching
the rotate icon.

728 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect J933 of the developer alienation motor and
connector J213 on the Drive PCA.

d. Retest the motor. If the error persists, replace the failing developer alienation motor.

Motor, stepping (Developer alienation motor) - RK2-6027-000CN

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

3. Test the developer alienation sensor in the sensor monitor mode to verify that the sensor is
functioning correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Paper Path Sensor Test

b. Open and close the right door to reinitialize the printer. Observe the developer alienation
sensor to insure it increments while the printer runs.

4. If the sensor test fails, elevate the case using you Standard Support Process.

59.00.F0 Primary transfer roller alienation mechanism failure

The T1 primary-transfer-roller disengagement motor experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

59.00.F0 Primary transfer roller alienation mechanism failure 729

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove and then install the ITB.

3. Remove the ITB and manually actuate the alienation mechanism on the ITB. If it does not rotate, or
the ITB is damaged, replace the ITB.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

4. Test the ITB alienation solenoid..

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Tests

● Print Zone Motors

b. Run the ITB alienation motor test by touching the icon of the motor and then touching the
rotate icon.

NOTE: This test activates the fuser motor and the T1 roller alienation solenoid and tests the
T1 roller alienation drive

You will hear the audible sound of both the motor rotating and the solenoid engaging then the
engagement assembly pop back because of the spring load.

5. If the motor test fails, replace the ITB alienation solenoid. If the test passed go to the next step.

T1 solenoid assembly - RM2-7360-000CN

730 Chapter 6 Numerical control panel messages

 6. Test the ITB alienation sensor in the sensor monitor mode to verify that the sensor is functioning
correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Paper Path Sensor Test

b. Open and close the right door to reinitialize the printer. Observe the ITB alienation sensor to
insure it increments while the printer runs.

7. If the sensor test fails, elevate the case using you Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove and then install the ITB.

3. Remove the ITB and manually actuate the alienation mechanism on the ITB. If it does not rotate, or
the ITB is damaged, replace the ITB.

Part number: HP LaserJet Mngd Image Transfer Belt - 527H0MC

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

4. Test the ITB alienation solenoid..

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

Recommended action for onsite technicians 731

 ● Component Tests

● Print Zone Motors

b. Run the ITB alienation motor test by touching the icon of the motor and then touching the
rotate icon.

NOTE: This test activates the fuser motor and the T1 roller alienation solenoid and tests the
T1 roller alienation drive

You will hear the audible sound of both the motor rotating and the solenoid engaging then the
engagement assembly pop back because of the spring load.

5. If the motor test fails, replace the ITB alienation solenoid. If the test passed go to the next step.

T1 solenoid assembly - RM2-7360-000CN

See the Repair Service Manual for this product.

6. Test the ITB alienation sensor in the sensor monitor mode to verify that the sensor is functioning
correctly.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostics

● Paper Path Sensor Test

732 Chapter 6 Numerical control panel messages

 b. Open and close the right door to reinitialize the printer. Observe the ITB alienation sensor to
insure it increments while the printer runs.

7. If the sensor test fails, elevate the case using you Standard Support Process.

59.05.50 or 59.05.60
The printer experienced a black drum motor error.

● 59.05.50 Black drum motor startup abnormality.

● 59.05.60 Black drum motor rotation abnormality.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the black toner cartridge and turn the printer on.

3. Run the drum motor component test with the toner cartridge removed.

● If the test passes, replace the black cartridge.

● If the test fails, replace the ITB motor.

59.05.50 or 59.05.60 733

 ITB motor assembly - RM3-7797-000CN

IMPORTANT: Notes should be added for onsite technician to check the connectors on the DC
controller for the specific motor before replacing any parts. This is especially important if any
previous parts have been replaced.

NOTE: If multiple color motor errors are being experienced, replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the black toner cartridge and turn the printer on.

3. Test the ITB-BLK motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the black developer motor drive test.

c. If the test fails, disconnect and reconnect J207, J208, and J215 on the Drive PCA and J103 and
J104 on the DC controller.

d. Retest the motor. If the error persists, replace the ITB motor assembly.

ITB motor assembly - RM3-7797-000CN

734 Chapter 6 Numerical control panel messages

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

NOTE: If multiple color motor errors are being experienced, replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

For instructions:

See the Repair Service Manual for this product.

59.05.90
The printer experienced a toner supply motor error.

● 59.05.90 Black supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the black toner cartridge and turn the printer on.

3. Run the toner supply motor component test with the toner cartridge removed.

● If the test passes, replace the black cartridge.

● If the test fails, replace the Toner supply drive motor assembly.

Toner supply drive motor assembly - RM2-3612-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is
especially important if any previous parts have been replaced.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the black toner cartridge and turn the printer on.

3. Test the toner supply motor.

a. Open the following menus:

● Support Tools

59.05.90 735
 ● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the black toner-supply motor drive test in the actuator drive mode to verify that the toner
supply motor is functioning properly.

c. Retest the motor. If the error persists, replace the Toner supply drive motor assembly.

Toner supply drive motor assembly - RM2-3612-000CN

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

59.06.50 or 59.06.60 or 59.07.50 or 59.07.60 or 59.08.50 or 59.08.60

The printer experienced a cyan/magenta yellow photosensitive drum motor M2 error.

● 59.06.50 Cyan drum motor startup abnormality.

● 59.06.60 Cyan drum motor rotation abnormality.

● 59.07.50 Magenta drum motor startup abnormality.

● 59.07.60 Magenta drum motor rotation abnormality.

● 59.08.50 Yellow drum motor startup abnormality.

● 59.08.60 Yellow drum motor rotation abnormality.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the cyan and magenta yellow toner cartridges and imaging drums and turn the printer on.

3. Test the color drum motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

736 Chapter 6 Numerical control panel messages

 ● Component Test

● Print Zone Motors

b. Run the color drum motor drive test.

c. If the test fails, replace the ITB motor assembly.

Drum motor assembly - RM3-7788-000CN

NOTE: If multiple color motor errors are being experienced, replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the cyan and magenta toner cartridges and turn the printer on.

3. Test the color drum motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the color drum motor drive test.

c. If the test fails, disconnect and reconnect J207, J208, and J214 on the Drive PCA and J103 and
J104 on the DC controller.

Recommended action for onsite technicians 737

 d. Retest the motor. If the error persists, replace the color drum motor assembly.

Drum motor assembly - RM3-7788-000CN

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

NOTE: If multiple color motor errors are being experienced, replace the main drive assembly.

Main drive assembly - RM2-3497-000CN

For instructions:

See the Repair Service Manual for this product.

59.06.90 or 59.07.90 or 59.08.90

The printer experienced a cyan, magenta or yellow toner supply motor error.

● 59.06.90 Cyan toner supply motor error.

● 59.07.90 Magenta toner supply motor error.

● 59.08.90 Yellow toner supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the failing toner cartridge and test the toner supply motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the toner supply motor drive test.

c. If the test fails, replace the Toner supply motor assembly.

Toner supply drive motor assembly - RM2-3612-000CN

738 Chapter 6 Numerical control panel messages

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

1. Turn the printer off.

2. Remove the failing toner cartridge and turn the printer on.

3. Test the toner supply motor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Component Test

● Print Zone Motors

b. Run the toner supply motor drive test.

c. Retest the motor. If the error persists, replace the toner supply motor assembly.

Toner supply drive motor assembly - RM2-3612-000CN

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

4. If the error persists, replace the toner supply drive assembly.

Table 6-66 Part information

Part number Part description

RM2-3607-000CN Toner supply drive assembly Yellow

RM2-3608-000CN Toner supply drive assembly Magenta

RM2-3609-000CN Toner supply drive assembly Cyan

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

59.05.70 or 59.05.80, 59.06.70 or 59.06.80, 59.07.70 or 59.07.80,

59.08.70 or 59.08.80
The printer experienced a black/cyan/yellow/magenta developer motor error.

● 59.05.70 Black developer motor rotation abnormality.

● 59.05.80 Black developer motor failure.

● 59.06.70 Cyan developer motor rotation abnormality.

● 59.06.80 Cyan developer motor failure.

Recommended action for onsite technicians 739

 ● 59.07.70 Magenta developer motor rotation abnormality..

● 59.07.80 Magenta developer motor failure.

● 59.08.70 Yellow developer motor rotation abnormality.

● 59.08.80 Yellow developer motor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the cyan and magenta toner cartridges and turn the printer on.

3. Run the color developer motor component test with all the toner cartridges removed.

● If the test passes, check each toner cartridge to see if its developer roller can be rotated by the
drive gear.

Replace the defective toner cartridge as needed.

● If the error persists, replace the developer motor assembly.

Developing motor assembly - RM2-3625-000CN

IMPORTANT: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is
especially important if any previous parts have been replaced.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the cyan and magenta and yellow toner cartridges and turn the printer on.

3. Run the developer motor component test with all the toner cartridges removed.

● If the test passes, check each toner cartridge to see if its developer roller can be rotated by the
drive gear.

● If the test fails, skip to next step.

4. If the test fails, disconnect and reconnect J207, J208, and J214 on the Drive PCA and J103 and J104
on the DC controller.

740 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the develop motor assembly.

Developing motor assembly - RM2-3625-000CN

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

59.A2.02
Tray 2 lift error

Media input source 2 lift-up motor malfunction

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the tray and make sure the paper guides are set correctly.

2. Place the paper back in the tray and ensure it is not over filled and lays flay.

3. If the error returns, turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and the on.

2. Open and remove tray 2 from the printer.

3. Remove the paper from the tray and check the back end of the cassette tray to ensure the lifting
gear moves freely and is not damaged.

Figure 6-90 Check back side of the tray

4. If the tray is damaged, replace the cassette tray.

Tray 2 Cassette assembly - RM2-3616-000CN

59.A2.02 741
 5. If the cassette tray is good and no issues are seen, replace the lifter drive assembly.

Lifter drive assembly - RM2-3501-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and the on.

2. Open and remove tray 2 from the printer.

3. Check the back end of the cassette tray to ensure the lifting gear moves freely and is not damaged.

Figure 6-91 Check back side of the tray

4. If the tray is damaged, replace the cassette tray.

Tray 2 Cassette assembly - RM2-3616-000CN

5. Check the tray 2 paper surface sensor.

a. Open the following menus:

● Support Tools

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

b. Run the sensor test on the paper tray surface sensor.

c. If the sensor test fails, replace the paper pickup assembly

Paper pickup assembly - RM2-3509-000CN

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

6. If the previous tests are good and no issues are seen, replace the lifter drive assembly.

Lifter drive assembly - RM2-3501-000CN

For instructions:

742 Chapter 6 Numerical control panel messages

 See the Repair Service Manual for this product.

59.A3.03
Tray 3 lift motor malfunction.

Media input source 3 lift-up motor malfunction

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the tray and make sure the paper guides are set correctly.

2. Place the paper back in the tray and ensure it is not over filled and lays flay.

3. If the error returns, turn the printer off and wait 10 seconds, then turn the printer 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and the on.

2. Open and remove tray 3 from the printer.

3. Check the back end of the cassette tray to ensure the lifting gear moves freely and is not damaged.

Figure 6-92 Check back side of the tray

4. If the tray is damaged, replace the cassette tray.

Cassette assembly - RM2-3640-000CN

5. If the tray is not damaged and the error persists, replace the paper pickup assembly and the lifter
drive assembly.

NOTE: Call-center, Add notes for onsite technician to disconnect and reconnect the connectors
on the DC controller for the specific motor before replacing any parts. This is especially important if
any previous parts have been replaced.

Lifter drive assembly - RM2-3501-000CN

59.A3.03 743
 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and the on.

2. Open and remove tray 3 from the printer.

3. Check the back end of the cassette tray to ensure the lifting gear moves freely and is not damaged.

Figure 6-93 Check back side of the tray

4. If the tray is damaged, replace the cassette tray.

Cassette assembly - RM2-3640-000CN

5. If the tray is not damaged and the error persists, replace the paper pickup assembly and the lifter
drive assembly.

IMPORTANT: Before replacing parts, remove and reconnect J551 on the PF controller PCA.

Lifter drive assembly - RM2-3501-000CN

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

59.A4.04
Tray 4 lift motor malfunction.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the tray and make sure the paper guides are set correctly.

2. Place the paper back in the tray and ensure it is not over filled and lays flay.

3. If the error returns, turn the printer off and wait 10 seconds, then turn the printer on.

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

744 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

Use the following to troubleshoot the specific type of tray.

● 550 Paper feeder

● 2100 HCI Sheet Feeder

1. FOR THE 550 SHEET FEEDER USE THE FOLLOWING TROUBLESHOOTING STEPS.

a. Open and remove tray 4 from the printer.

b. Check the back end of the cassette tray to ensure the lifting gear moves freely and is not
damaged.

Figure 6-94 Check back side of the tray

c. If the tray is damaged, replace the cassette tray.

Cassette assembly - RM2-3640-000CN

d. If the tray is not damaged and the error persists, replace the paper pickup assembly and the
lifter drive assembly.

NOTE: Call-center, Add notes for onsite technician to disconnect and reconnect the
connectors on the DC controller for the specific motor before replacing any parts. This is
especially important if any previous parts have been replaced.

Lifter drive assembly - RM2-3501-000CN

2. FOR THE 2100 HCI SHEET FEEDER USE THE FOLLOWING TROUBLESHOOTING STEPS.

a. Open the tray and remove all the paper.

b. Ensure the paper guides are set correctly.

c. Place the paper back in the tray and ensure it is not overfilled and lays flat.

d. Close the paper tray to test.

Recommended action for call-center agents 745

 e. If the error persists, replace the HCI lifter drive assembly.

Lifter drive assembly - RM3-0021-000CN

NOTE: Add notes for the onsite technician to check J552 and J554 on the HCI controller PCA.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following to troubleshoot the specific type of tray.

● 550 Paper feeder

● 2100 HCI Sheet Feeder

1. FOR THE 550 SHEET FEEDER USE THE FOLLOWING TROUBLESHOOTING STEPS.

a. Open and remove tray 4 from the printer.

b. Check the back end of the cassette tray to ensure the lifting gear moves freely and is not
damaged.

Figure 6-95 Check back side of the tray

c. If the tray is damaged, replace the cassette tray.

Cassette assembly - RM2-3640-000CN

d. If the tray is not damaged and the error persists, replace the paper pickup assembly and the
lifter drive assembly.

NOTE: Before replacing parts, disconnect and reconnect J551 on the PF controller PCA.

Lifter drive assembly - RM2-3500-000CN

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

2. FOR THE 2100 HCI SHEET FEEDER USE THE FOLLOWING TROUBLESHOOTING STEPS.

a. Open the tray and remove all the paper.

b. Ensure the paper guides are set correctly.

746 Chapter 6 Numerical control panel messages

 c. Place the paper back in the tray and ensure it is not overfilled and lays flat.

d. Close the paper tray to test.

e. If the error persists, replace the HCI lifter drive assembly.

NOTE: Before replacing parts, disconnect and reconnect the following, J552 and J554 on the
HCI controller PCA.

Lifter drive assembly - RM3-0021-000CN

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

60.00.0Y, 62.00.00 error messages

60.* errors
Errors in the 60.* family are related to one of the optional trays.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

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 Tray/Bin Manual Sensor test to verify that the sensors for each tray are functioning
correctly.

2. Check all connectors on the paper feeder PCA.

3. Replace the optional paper feeder.

60.00.0z Error
Tray lift error.

60.* errors 747

 60.00.02 Tray 2 lift error.

60.00.03 Tray 3 lift error.

60.00.04 Tray 4 lift error.

60.00.05 Tray 5 lift error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the Manual Sensor test to verify that the sensors for failing tray are functioning correctly.

2. Remove the cassette and paper in the tray and verify if the tray lift plate will move up and down.

If tray lift plate does not move smoothly or is damaged, replace the cassette tray.

● Cassette assembly tray 2 - RM2-3616-000CN

● Cassette assembly 550 Sheet feeder only - RM2-3640-000CN

3. If the tray lift on the cassette is okay and the sensors check out good., replace the lifter drive
assembly for the failing tray.

Table 6-67 Part Numbers

Paper tray Lifter drive assembly part number

Tray 2 Lifter drive assembly RM2-3501-000CN

550-sheet paper feeder Lifter drive assembly RM2-3501-000CN

2100 HCI sheet feeder Lifter drive assembly RM3-0021-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the Manual Sensor test to verify that the sensors for failing tray are functioning correctly.

2. Remove the cassette and paper in the tray and verify if the tray lift plate will move up and down.

If tray lift plate does not move smoothly or is damaged, replace the cassette tray.

● Cassette assembly tray 2 - RM2-3616-000CN

● Cassette assembly 550 Sheet feeder only - RM2-3640-000CN

748 Chapter 6 Numerical control panel messages

 3. Check the following for the specified tray that is experiencing the error.

● For tray 2 - remove and reconnect J326 and J346 on the Rear PCA, J203, J207, and J208 on the
Drive PCA and J203 and J104 on the DC controller.

● For 550 sheet feeder tray - remove and reconnect J551 on the PF controller PCA.

● For HCI - remove and reconnect the following, J552 and J554 on the HCI controller PCA.

4. If the tray lift on the cassette is okay and the sensors and cables check out good., replace the lifter
drive assembly for the failing tray.

Table 6-68 Part Numbers

Paper tray Lifter drive assembly part number Replacement instructions

Tray 2 Lifter drive assembly RM2-3501-000CN For instructions:

See the Repair Service Manual for this

product.

550-sheet paper feeder Lifter drive RM2-3501-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

2100 HCI sheet feeder Lifter drive RM3-0021-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

60.01.0z Error
Paper availability. paper out status. Tray Lifting Error.

"No Paper" message appears although the paper is loaded into the specified tray.

60.01.02 Tray 2 Paper availability. paper out status. Tray Lifting Error.

60.01.03 Tray 3 Paper availability. paper out status. Tray Lifting Error.

60.01.04 Tray 4 Paper availability. paper out status. Tray Lifting Error.

60.01.05 Tray 5 Paper availability. paper out status. Tray Lifting Error.

Recommended action for customers

Perform the following task to resolve the issue.

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray lifting plate.

3. Close the tray to check if the error persists.

4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

60.01.0z Error 749

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

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray lifting plate.

3. Close the tray to check if the error persists.

4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. If the error persists, use the Manual Sensor test to verify that the top of stack/paper out sensors
for failing tray is functioning correctly. If the sensor test fails, replace the pickup assembly for the
failing drive. (See part numbers in last step)

6. Remove the cassette and paper in the tray and verify if the tray lift plate will move up and down.

Figure 6-96 Check back side of the tray

7. If the tray lift on the cassette is okay and the sensors and cables check out good., replace the
pickup assembly for the failing tray.

Table 6-69 Part Numbers

Paper tray Lifter drive assembly part number

Tray 2 Paper pickup assembly RM2-3509-000CN

550-sheet paper feeder Paper pickup assembly RM2-3509-000CN

2100 HCI sheet feeder Paper pickup assembly RM2-3509-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray lifting plate.

3. Close the tray to check if the error persists.

750 Chapter 6 Numerical control panel messages

 4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. If the error persists, use the Manual Sensor test to verify that the top of stack/paper out sensors
for failing tray is functioning correctly. If the sensor test fails, replace the pickup assembly for the
failing drive. (See part numbers in last step)

6. Remove the cassette and paper in the tray and verify if the tray lift plate will move up and down.

7. Check the following for the specified tray that is experiencing the error.

● For tray 2 - remove and reconnect J209 on the DC controller.

● For 550 sheet feeder tray - remove and reconnect J531 and J532 on the PF controller PCA.

● For HCI - remove and reconnect the following, J531 and J532 on the HCI controller PCA.

8. If the tray lift on the cassette is okay and the sensors and cables check out good., replace the
pickup assembly for the failing tray.

Table 6-70 Part Numbers

Paper tray Lifter drive assembly part number Replacement instructions

Tray 2 Paper pickup assembly RM2-3509-000CN For instructions:

See the Repair Service Manual for this

product.

550-sheet paper feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

2100 HCI sheet feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

60.10.0z Error
Paper input source pickup mechanism malfunction.

"No Paper" message appears although the paper is loaded into the specified tray.

60.10.03 Tray 3 Paper input source pickup mechanism malfunction.

60.10.04 Tray 4 Paper input source pickup mechanism malfunction.

60.10.05 Tray 5 Paper input source pickup mechanism malfunction.

Recommended action for customers

Perform the following task to resolve the issue.

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray lifting plate.

3. Close the tray to check if the error persists.

60.10.0z Error 751

 4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray pickup or lifting
mechanism.

3. Close the tray to check if the error persists.

4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. If the error persists, replace the pickup assembly for the failing tray.

Table 6-71 Part Numbers

Paper tray pickup assembly part number Replacement instructions

550-sheet paper feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

2100 HCI sheet feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the failing tray and remove all the paper from the tray.

2. Check the tray for any debris or items that could be interfering with the tray pickup or lifting
mechanism.

3. Close the tray to check if the error persists.

4. Adjust the tray guides to desired size and then reload the paper and test the printer.

NOTE: Pay special attention to the rear paper size guide..

5. Check the following for the specified tray that is experiencing the error.

● For 550 sheet feeder tray - remove and reconnect J551 on the PF controller PCA.

● For HCI - remove and reconnect the following, J552 and J554 on the HCI controller PCA.

752 Chapter 6 Numerical control panel messages

 6. If the error persists, replace the pickup assembly for the failing tray.

Table 6-72 Part Numbers

Paper tray pickup assembly part number Replacement instructions

550-sheet paper feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

2100 HCI sheet feeder Paper pickup RM2-3509-000CN For instructions:

assembly
See the Repair Service Manual for this
product.

7. If the error persists, replace the lifter drive assembly for the failing tray.

Table 6-73 Part Numbers

Paper tray Lifter drive assembly part number Replacement instructions

550-sheet paper feeder Lifter drive RM2-3501-000CN For instructions:

assembly
See the Repair Service Manual for
this product.

2100 HCI sheet feeder Lifter drive RM3-0021-000CN See the Repair Service Manual for
assembly this product.

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

62.* errors 753

 62.00.00 No system To continue turn off then on
The printer experienced an internal system failure.

Recommended action for customers

1. Turn the printer off, then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, please contact customer support.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, replace the hard disk.

HP 500GB CCC FIPS Hard Disk Drive - 9EQ11A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, replace the hard disk.

HP 500GB CCC FIPS Hard Disk Drive - 9EQ11A

For instructions: Removal and replacement: Hard disk drive See the Repair Service Manual for this
product.

64.WX.YZ error messages

64.02.01
HW accelerator card was NOT detected.

The HW accelerator card was NOT detected and firmware believes that it should be part of this
hardware bundle according to the NVRAM file from MFG.

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.

754 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off

2. If the error persists, dispatch a service technician to replace the accelerator card.

HP LaserJet Workflow Accelerator Card - : 1M0Q5A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off

2. Remove the formatter cover.

3. Look inside the formatter locate and re-seat the accelerator card. Ensure the card is correctly and
fully seated into the connector and three (3) standoff tabs.

4. Once the accelerator card is seated correctly, turn the power on.

5. Ensure the LED on the lower right corner of the card blinks slowly when the system is in standby or
operating.

Figure 6-97 Check accelerator LED

6. If re-seating did not resolve issue, replace the accelerator card.

HP LaserJet Workflow Accelerator Card - : 1M0Q5A

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

7. Turn on the printer and validate the error is resolved.

Recommended action for call-center agents 755

 65.WX.YZ error codes
65.80.A0 or 65.80.A1
Stapler stacker connection error.

● 65.80.A0 - A Stapler/Stacker has been disconnected while the product is powered on or in sleep.

● 65.80.A1 - Stapler/Stacker unit connection interrupted.

Recommended action for customers

Follow the corrective actions below:

1. Check that there is nothing obstructing the output assembly such as packaging material left on the
device.

2. Ensure that the floor standing stapler/stacker is connected securely to the IPTU and printer.

3. Remove and reinstall the floor standing stapler/stacker.

4. Turn the printer off, and then on.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Before going onsite, ask the customer to try these possible solutions.

1. Ensure that there is nothing obstructing the output assembly such as packaging material left on
the output unit

2. Ensure that the floor standing stapler/stacker is secured against the IPTU on the printer.

3. Ask the customer if this occurred as the unit was unboxed or if it developed with use.

If this is an out of box issue, ask the customer if they remember any visible damage to the
packaging. Note the findings in the case notes.

4. Dispatch a technician to check the wires and connections on the Stapler/stacker and the controller
PCA.

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly such as packaging material left on
the output unit

2. Ensure that the floor standing stapler/stacker is secured against the IPTU on the printer.

3. Ask the customer if this occurred as the unit was unboxed or if it developed with use.

If this is an out of box issue, ask the customer if they remember any visible damage to the
packaging. Note the findings in the case notes.

756 Chapter 6 Numerical control panel messages

 4. Check the connection between IPTU and the Stapler/Stacker for connection damage or broken
parts.

5. Check the connection 710 and J711 on the controller PCA for the stapler/stacker.

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

66.WX.YZ error messages

66.40.83 Staple/Stacker Failure
Punch motor failure.

The punch motor has stopper working or is blocked.

Recommended action for customers

Follow the corrective actions below:

1. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

66.40.83 Staple/Stacker Failure 757

 2. Ensure that there is nothing obstructing the output assembly.

3. Turn the printer off, and then on.

4. If the error persists, please 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 top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

758 Chapter 6 Numerical control panel messages

2. Ensure that there is nothing obstructing the output assembly.

3. Dispatch a technician with a new punch assembly.

IMPORTANT: Call center agents: Add notes for onsite technician to disconnect and reconnect the
connectors J721, J732, and J733 before replacing any parts.

Punch assembly - RM2-3834-000CN

Recommended action for call-center agents 759

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

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and check the following connections J721, J732, and J733 on the stapler/
stacker controller PCA

3. Turn the printer on and test the stapler/stacker punch functionality.

4. If the error persists, replace the punch assembly.

Punch assembly - RM2-3834-000CN

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

66.60.18 Staple/Stacker Failure

Bin 3 contact and alienation failure.

Bin 3 has an output roller. This error indicates that the roller failed to make contact or to alienate.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

760 Chapter 6 Numerical control panel messages

Recommended action for customers 761
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

762 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

Recommended action for customers 763

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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 any paper jams from the output bins by gently grasp the leading edge and remove it.

764 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 765

 4. Turn the printer off, and then on.

5. If the error persists, dispatch a technician with a new switchback assembly.

IMPORTANT: Call-center agents: Add notes for onsite technician to disconnect and reconnect the
connectors J760 and J761 before replacing any parts.

Switch back assembly - RM2-3867-000CN

766 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly.

2. Disconnect and reconnect the following connectors J760 and J761 on the stapler/stacker PCA

3. If the error persists, replace the Switch back assembly.

Switch back assembly - RM2-3867-000CN

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

66.60.1B or 66.60.1D or 66.60.1F Staple/Stacker Failure

Staple/Stacker Failure.

Bin 4 underlying support failure

Bin 4 rise and fall sensor error

Bin 4 rise and fall failure

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for onsite technicians 767

768 Chapter 6 Numerical control panel messages
2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for customers 769

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

770 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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. Clear the printer of any paper in the lower tray and area.

2. Open the front access do to clear any jammed paper.

Recommended action for call-center agents 771

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

3. Turn the printer off, and then on.

4. If the error persists, replace the lifter base lower assembly.

Lifter base lower assembly - RM2-3842-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

772 Chapter 6 Numerical control panel messages

 1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and check the following connections J768 and J792 on the stapler/
stacker controller PCA

3. Turn the printer on and test the stapler/stacker punch functionality.

4. If the error persists, replace the lifter base lower assembly.

Lifter base lower assembly - RM2-3842-000CN

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

66.60.1C or 66.60.1E
Staple/Stacker bin 3 Failure.

Bin 3 rise and fall failure.

Bin 3 rise and fall sensor error.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

66.60.1C or 66.60.1E 773

774 Chapter 6 Numerical control panel messages
2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for customers 775

 4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

776 Chapter 6 Numerical control panel messages

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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. Clear the printer bin 3 of any paper and check for any paper left in the stapler/stacker.

2. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for call-center agents 777

 3. Open the top left door.

4. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

778 Chapter 6 Numerical control panel messages

 5. Turn the printer off, and the on.

6. If the error persists, replace the lifter base upper assembly.

IMPORTANT: Call-enter agents: Add notes for the onsite technician to disconnect and reconnect
the following connections: J761, J765, and J766.

Lifter base upper assembly - RM2-3843-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and disconnect and reconnect the following connections J761, J765, and
J766 on the stapler/stacker controller PCA

3. Turn the printer on and test the stapler/stacker functionality.

4. If the error persists, replace the lifter base upper assembly.

Lifter base upper assembly - RM2-3843-000CN

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

66.80.02
Jogger motor malfunction

Recommended action for onsite technicians 779

 This 3 Bin stapler/stacker finisher is only support on specific models.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

780 Chapter 6 Numerical control panel messages

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for customers 781

 4. Open the front access do to clear any jammed paper.

782 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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.

Recommended action for call-center agents 783

 1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

784 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

Recommended action for call-center agents 785

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the alignment assembly.

IMPORTANT: Call-center agents: Add notes for the onsite technician to disconnect and reconnect
the following connection on the stapler/stacker controller PCA, J786 and J787.

Alignment assembly - RM2-3833-000CN

786 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and disconnect and reconnect the following connections J786 and J787
on the stapler/stacker controller PCA

3. Turn the printer on and test the stapler/stacker functionality.

4. If the error persists, replace the alignment assembly.

Alignment assembly - RM2-3833-000CN

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

66.80.01
Y align malfunction

This 3 Bin stapler/stacker finisher is only support on specific models.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

Recommended action for onsite technicians 787

 a. Open the upper right door.

b. Remove paper from input area inside the door.

788 Chapter 6 Numerical control panel messages

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clear all paper from the 3 Bin stapler/stacker.

Recommended action for call-center agents 789

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

IMPORTANT: Add notes for the onsite technician to check the following connection on the stapler/
stacker controller PCA, J401 and J301.

Stapler assembly - RK2-8148-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Clear all paper from the 3 Bin stapler/stacker.

3. Check the following connection on the stapler/stacker controller PCA, J401 and J301.

4. If the error persists, replace the stapler assembly.

Stapler assembly - RK2-8148-000CN

66.80.02
Jogger motor malfunction

This 3 Bin stapler/stacker finisher is only support on specific models.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

790 Chapter 6 Numerical control panel messages

a. Open the upper right door.

b. Remove paper from input area inside the door.

Recommended action for customers 791

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clear all paper from the 3 Bin stapler/stacker.

792 Chapter 6 Numerical control panel messages

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

IMPORTANT: Add notes for the onsite technician to check the following connection on the stapler/
stacker controller PCA, J401 and J301.

Jog assembly - RM3-0481-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Clear all paper from the 3 Bin stapler/stacker.

3. Check the following connection on the stapler/stacker controller PCA, J401 and J301.

4. If the error persists, replace the jogger assembly.

Jog assembly - RM3-0481-000CN

66.80.03
Staple motor malfunction

This 3 Bin stapler/stacker finisher is only support on specific models.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

Recommended action for onsite technicians 793

 a. Open the upper right door.

b. Remove paper from input area inside the door.

794 Chapter 6 Numerical control panel messages

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clear all paper from the 3 Bin stapler/stacker.

Recommended action for call-center agents 795

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

IMPORTANT: Add notes for the onsite technician to check the following connection on the stapler/
stacker controller PCA, J203 and J204.

Stapler assembly - RK2-8148-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Clear all paper from the 3 Bin stapler/stacker.

3. Check the following connection on the stapler/stacker controller PCA, J203 and J204.

4. If the error persists, replace the stapler assembly.

Stapler assembly - RK2-8148-000CN

66.80.17
Stapler/Stacker finisher fan malfunction

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

796 Chapter 6 Numerical control panel messages

a. Open the upper right door.

b. Remove paper from input area inside the door.

Recommended action for customers 797

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clear all paper from the 3 Bin stapler/stacker.

798 Chapter 6 Numerical control panel messages

 3. If the error persists, replace the finisher fan.

IMPORTANT: Add notes for the onsite technician to check the following connection on the stapler/
stacker controller PCA, J505.

Fan - RK2-8153-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Clear all paper from the 3 Bin stapler/stacker.

3. Check the following connection on the stapler/stacker controller PCA, J505.

4. If the error persists, replace the finisher fan.

Fan - RK2-8153-000CN

66.80.23
Stapler/Stacker lift motor malfunction

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper from the output bins.

2. Clear all paper from upper right door.

Recommended action for onsite technicians 799

 a. Open the upper right door.

b. Remove paper from input area inside the door.

800 Chapter 6 Numerical control panel messages

 c. Remove paper from upper output area inside the door.

d. Remove paper from upper standard exit area.

e. Close the upper right door.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Clear all paper from the 3 Bin stapler/stacker.

Recommended action for call-center agents 801

 3. If the error persists, replace the lower paper feed assembly.

IMPORTANT: Add notes for the onsite technician to check the following connection on the stapler/
stacker controller PCA, J202.

Lower paper feed assembly - RM2-4168-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Clear all paper from the 3 Bin stapler/stacker.

3. Check the following connection on the stapler/stacker controller PCA, J401 and J301.

4. If the error persists, replace the jogger assembly.

Jog assembly - RM3-0481-000CN

66.80.26
Trailing edge assist motor failure.

Recommended action for customers

Follow the corrective actions below:

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

802 Chapter 6 Numerical control panel messages

Recommended action for customers 803
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

804 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

Recommended action for customers 805

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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 any paper jams from the output bins by gently grasp the leading edge and remove it.

806 Chapter 6 Numerical control panel messages

Recommended action for call-center agents 807
 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

808 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

Recommended action for call-center agents 809

 b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and the on.

6. If the error persists, replace the alignment assembly.

IMPORTANT: Call-center agents: Add notes for the onsite technician to disconnect and reconnect
the following connection on the stapler/stacker controller PCA, J785.

Alignment assembly - RM2-3833-000CN

Recommended action for onsite technicians

Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and disconnect and reconnect the following connections J785 on the
stapler/stacker controller PCA

3. Turn the printer on and test the stapler/stacker functionality.

4. If the error persists, replace the alignment assembly.

Alignment assembly - RM2-3833-000CN

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

66.80.35 Staple/Stacker Failure

Self Priming Malfunction.

Recommended action for customers

Follow the corrective actions below:

810 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

Recommended action for customers 811

 2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

812 Chapter 6 Numerical control panel messages

4. Open the front access do to clear any jammed paper.

Recommended action for customers 813

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. 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.

814 Chapter 6 Numerical control panel messages

1. Remove any paper jams from the output bins by gently grasp the leading edge and remove it.

2. Open the top left door.

3. Remove paper from the top left door.

NOTE: Use the directions on the inside to assist in clearing the jam.

Recommended action for call-center agents 815

 4. Open the front access do to clear any jammed paper.

816 Chapter 6 Numerical control panel messages

 a. Open the front door and check jam access areas.

Call-out 1: Open door

Call-out 2: Check access areas

b. Use the directions inside the front access door to help remove the paper.

5. Turn the printer off, and then on.

6. If the error persists, replace the alignment assembly.

IMPORTANT: Call-center agents: Add notes for the onsite technician to disconnect and reconnect
the following connection on the stapler/stacker controller PCA, J786 and J787.

Alignment assembly - RM2-3833-000CN

Recommended action for call-center agents 817

 Recommended action for onsite technicians
Onsite technicians should follow these troubleshooting steps in the order they are listed.

1. Ensure that there is nothing obstructing the output assembly or the punch assembly.

2. Turn the printer power off and disconnect and reconnect the following connections J786 and J787
on the stapler/stacker controller PCA

3. Turn the printer on and test the stapler/stacker functionality.

4. If the error persists, replace the alignment assembly.

Alignment assembly - RM2-3833-000CN

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

66.C6.11 error
This is a sub power source failure.

This is a sub power source failure.

Recommended action for customers

Follow the corrective actions below:

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the

IMPORTANT: Call-center agents: Add notes for the onsite technician to disconnect and reconnect
the following connection on the stapler/stacker controller PCA, J711.

Sub power supply assembly - RM2-3854-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off and check the

3. If the error persists, disconnect and reconnect the following connection on the stapler/stacker
controller PCA, J711.

818 Chapter 6 Numerical control panel messages

 4. Replace the sub power supply assembly.

Sub power supply assembly - RM2-3854-000CN

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

66.C6.12 error
This is a subpower source fan failure.

The fan is used to cool the stapler/stacker power source.

Recommended action for customers

Follow the corrective actions below:

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the

IMPORTANT: Call-center agents: Add notes for the onsite technician to disconnect and reconnect
the following connection on the stapler/stacker controller PCA, J711 and J795.

Sub power supply assembly - RM2-3854-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off and check the

3. If the error persists, disconnect and reconnect the following connection on the stapler/stacker
controller PCA, J711 and J795.

4. Replace the sub power supply assembly.

Sub power supply assembly - RM2-3854-000CN

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

66.C6.12 error 819

 80.WX.YZ, 81.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.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

820 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for call center agents 821

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

81.* 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.

822 Chapter 6 Numerical control panel messages

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for customers 823

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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.

824 Chapter 6 Numerical control panel messages

 e. Press the OK button again.

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

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

81.09.00 Error
Internal Jetdirect Inside Networking event.

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 technician

Follow these troubleshooting steps in the order presented.

1. Verify that the issue occurs with the latest version of firmware.

a. Obtain the latest public firmware version for the device from hp.com.

b. Update the device firmware.

c. The device will reboot during the firmware update process.

d. If available (from HP Advance Technical Support), obtain the latest interim version of firmware
to perform the same update test.

e. If the issue persists, continue with the next troubleshooting step.

2. Verify that the issue occurs when the device has the latest firmware and is not connected to the
network.

a. Disconnect the network cable from the network I/O port on the device.

b. Turn the printer off, and then on.

c. If the error persists, continue with the next troubleshooting step.

3. Verify that the issue occurs when disconnected from the network and with default configuration.

a. Run a partial clean.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet
Managed - Various methods to clean the hard disk drives or solid-state drives.
b. If the error persists, continue with the next troubleshooting step.

81.09.00 Error 825

 4. Call center agents: Dispatch an onsite technician to re-establish the trusted platform module state
in the printer.

IMPORTANT: 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 a device that never had a TPM paired from the
factory. A new TPM cannot be installed for security reasons.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Customer actions for 80.* errors.

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

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

826 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

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.

Recommended action for call center agents 827

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

828 Chapter 6 Numerical control panel messages

 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

90.WX.YZ error messages

90.* errors
Errors in the 90.* family are related to the control panel.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

1. Turn the printer off by holding down the power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

90.15.01
The video interface has not been detected.

Communication with the control panel has not been established in the expected time frame. The control
panel likely will not display correctly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off by holding down the power button for at least 10 seconds.

90.* errors 829

 3. Ensure that the control panel connectors on control panel are correctly seated.

4. Turn the printer on. If the formatter status LED is yellow, the control panel might be defective.

5. If the error persists, please 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.

2. Turn the printer off by holding down the power button for at least 10 seconds.

3. Ensure that the control panel connectors on control panel are correctly seated.

4. Turn the printer on. If the formatter status LED is yellow, the control panel might be defective.

5. Replace the control panel.

Table 6-74 Control panels

Ref Part number Description Qty

No

1 6QN28-67001 Control panel 10.9 cm (4.3 in) 1

2 6QN35-60129 Control panel 25.6 cm (10.1 in) 1

2 6QN37-60102 Control panel 23.3 cm (8 in)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off by holding down the power button for at least 10 seconds.

3. Ensure that the control panel connectors on control panel are correctly seated.

4. Turn the printer on. If the formatter status LED is yellow, the control panel might be defective.

5. Replace the control panel.

Table 6-75 Control panels

Ref Part number Description Qty

No

1 6QN28-67001 Control panel 10.9 cm (4.3 in) 1

2 6QN35-60129 Control panel 25.6 cm (10.1 in) 1

2 6QN37-60102 Control panel 23.3 cm (8 in)

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

830 Chapter 6 Numerical control panel messages

98.0X.0Y error messages
98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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.

98.* errors 831

 Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

832 Chapter 6 Numerical control panel messages

 2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. Reload the firmware.

For the latest firmware versions, 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.

Recommended action for call-center agents and onsite technicians 833

 2. If the error persists, try using the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents and onsite technicians

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

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
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.FF
Unspecified crash in installation manager

Recommended action for customers

1. Ensure the printer is plugged into a wall outlet that has stable power.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Reinstall the firmware.

2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

834 Chapter 6 Numerical control panel messages

 1. Reinstall the firmware.

2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If there error persists, elevate the issue using the Standard Support Process.

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.

99.00.03 Upgrade not performed error writing to disk

A remote firmware upgrade (RFU) was not performed.

This is a disk error. It might indicate a problem or a hard disk drive failure. It might be necessary to check
the connection to the hard disk drive or replace the hard disk drive.

99.00.01 Upgrade not performed file is corrupt 835

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

1. Download the RFU 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.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-76 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

For the latest firmware versions, search for "HP FutureSmart - Latest Firmware Versions"
(ish_4025423-4025481-16) in the WISE search tool. Or Click here - HP FutureSmart - Latest Firmware
Versions

836 Chapter 6 Numerical control panel messages

 2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-77 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

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.

99.00.04 Upgrade not performed timeout during receive 837

 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.

99.00.06 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading the header number and size.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the RFU file, and then attempt the upgrade firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-78 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

838 Chapter 6 Numerical control panel messages

 Table 6-78 Part information (continued)

Part number Part description

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-79 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.00.07 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading the rest of the header.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the RFU file, and then attempt the upgrade firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 839

 1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-80 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-81 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.00.08 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading image data.

840 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Download the RFU file, and then attempt the upgrade firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-82 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU 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.

2. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-83 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

Recommended action for customers 841

 Table 6-83 Part information (continued)

Part number Part description

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

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

842 Chapter 6 Numerical control panel messages

 2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

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.

99.00.13 Upgrade not performed the file is invalid 843

 ● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware VersionsFor the more
information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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.

844 Chapter 6 Numerical control panel messages

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.04.62
Data Decoding installation error.

Recommended action for customers

1. Ensure the printer is plugged into a wall outlet that has stable power.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Reinstall the firmware.

2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Reinstall the firmware.

2. If the error persists, run the Format Disk process from the Preboot menu. You will need to download
the firmware 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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If there error persists, elevate the issue using the Standard Support Process.

99.02.09 845
 99.09.60 Unsupported disk
This is a Preboot menu error.

The hard disk currently installed is not recognized or supported by the printer.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Install the correct hard disk for this printer. Go to: parts.hp.com/HPparts

Do NOT replace the formatter board, it will not resolve this.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.

This typically happens because an HDD was swapped into a device from another device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

846 Chapter 6 Numerical control panel messages

 b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk
drive was encrypted.

Recommended action
1. 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)

NOTE: Once the printer reboots, the next error that will come up with will be a 99.09.67 error which
means there is no FW on the disk.

2. Follow the procedure to load firmware on a new hard disk drive.

NOTE: You do not need to manually lock the disk anymore. next time it boots it will automatically
lock the disk.

Do NOT replace the formatter board, it will not resolve this.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

99.09.63 Incorrect disk 847

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

1. Turn the printer off.

2. Download the RFU 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.

3. If the error persists, please 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.

2. Inform the customer that the broken hard disk drive must be removed to continue.

3. Turn the printer on. The boot sequence is expected to stop at 99.09.67 Disk is not Bootable error.

4. Provide instructions to download firmware (This will automatically download to hard disk drive).

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.

5. During the download to the drive, the firmware will clear the data migration bit.

6. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-84 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Determine if the hard disk drive needs to be replaced.

2. Turn the printer off.

3. Inform the customer that the broken hard disk drive must be removed to continue.

4. Turn the printer on. The boot sequence is expected to stop at 99.09.67 Disk is not Bootable error.

848 Chapter 6 Numerical control panel messages

 5. Provide instructions to download firmware (This will automatically download to hard disk drive).

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.

6. During the download to the drive, the firmware will clear the data migration bit.

7. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-85 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

99.09.66 No boot device.

A hard disk drive is not installed in the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Determine the intended boot device (hard disk drive).

2. Install a compatible hard disk drive.

99.09.65 Disk data error 849

 3. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is
connected correctly.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Determine the customer's intended boot device (hard disk drive).

2. Install a compatible hard disk drive.

3. 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).

4. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-86 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Determine the customer's intended boot device (hard disk drive).

2. Install a compatible hard disk drive.

3. 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).

4. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-87 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

850 Chapter 6 Numerical control panel messages

 Table 6-87 Part information (continued)

Part number Part description

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive.

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

Follow these troubleshooting steps in the order presented.

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

4. Select the Format disk option, select OK.

5. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer
password displays. Enter the password to proceed.

99.09.67 Disk is not bootable please download firmware 851

 4. Select the Format disk option, and then select OK.

5. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

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.

6. If the download fails to the hard disk drive, complete the following:

a. Determine if the hard disk drive needs to be replaced.

b. Turn the printer off.

c. Inform the customer that the broken hard disk drive must be removed to continue.

d. Turn the printer on. The boot sequence is expected to stop at 99.09.67 Disk is Not Bootable.

e. Provide instructions to download firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

f. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-88 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

4. Select the Format disk option, select OK.

5. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

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.

852 Chapter 6 Numerical control panel messages

 6. If the download fails to the hard disk drive, complete the following:

a. Determine if the hard disk drive needs to be replaced.

b. Turn the printer off.

c. Inform the customer that the broken hard disk drive must be removed to continue.

d. Turn the printer on. The boot sequence is expected to stop at 99.09.67 Disk is Not Bootable.

e. Provide instructions to download firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

f. If the error persists, replace the solid state drive or hard disk drive.

Do NOT replace the formatter board, it will not resolve this.

NOTE: Before ordering parts verify which drive is installed in the printer.

Table 6-89 Part information

Part number Part description

1M0Q4A HP LaserJet Secure Solid State Drive

L42243-021 HDD, 500GB 5400RPM FIPS/CCC OPAL2 7MM

6HN31A HP 500GB CCC FIPS TAA Hard Disk Drive

9EQ11A HP 500GB CCC FIPS Hard Disk Drive

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

99.39.64 eMMC Nonfunctional

The eMMC is not functioning.

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

Follow these troubleshooting steps in the order presented.

1. Verify which eMMC is installed in the printer.

2. Replace the eMMC.

eMMC 16GB - B5L32-60002

NOTE: The printer is unusable until a new eMMC is installed.

99.39.64 eMMC Nonfunctional 853

 Do NOT replace the formatter board, it will not resolve this.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Verify which eMMC is installed in the printer.

2. Replace the eMMC.

eMMC 16GB - B5L32-60002

NOTE: The printer is unusable until a new eMMC is installed.

Do NOT replace the formatter board, it will not resolve this.

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

99.39.67 eMMC Not Bootable

Data on the eMMC cannot be secured or encrypted.

When the hard disk drive is installed all data on the eMMC is automatically migrated to the hard disk
drive and erased from the eMMC. As long as the hard disk drive is installed the eMMC is non-functional.

The customer passed the data migration and put the eMMC back in.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the RFU file, and then attempt the upgrade firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download firmware to the eMMC.

2. If the download fails to eMMC, replace the eMMC.

eMMC 4GB -: 3PZ15-67905

eMMC 16GB - B5L32-60002
eMMC 32GB - B5L32-67001

NOTE: The printer is unusable until a new eMMC is installed.

Do NOT replace the formatter board, it will not resolve this.

NOTE: The printer is unusable until a new eMMC is installed.

854 Chapter 6 Numerical control panel messages

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

1. Download firmware to the eMMC.

2. If the download fails to eMMC, replace the eMMC.

eMMC 4GB -: 3PZ15-67905

eMMC 16GB - B5L32-60002
eMMC 32GB - B5L32-67001

NOTE: The printer is unusable until a new eMMC is installed.

Do NOT replace the formatter board, it will not resolve this.

NOTE: The printer is unusable until a new eMMC is installed.

Recommended action for onsite technicians 855

 7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
Accept bad signature
The product is performing a remote firmware upgrade and the code signature is invalid.

Recommended action
■ Download the correct firmware upgrade file for the product, and then reinstall the upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Authentication required
A user name and password are required.

Recommended action
■ Type the user name and password, or contact the network administrator.

Calibration reset pending

A calibration reset occurs when all jobs are processed.

Recommended action
■ To begin the reset sooner, cancel all jobs by pressing the Stop button.

Canceling...<jobname>
The printer is canceling the current job <jobname>.

Recommended action
See recommended action.

■ No action necessary.

856 Chapter 7 Alphabetical control panel messages

Cartridge low
If this message appears even though the print cartridge is new, perform the following.

Recommended action
1. Remove and reinstall the toner cartridge.

2. Make sure a genuine HP supply is used.

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

To order supplies and customer-replaceable parts, go to store.hp.com. Click on Ink & toner at the
top of the page. Enter your printer name and model number in the search box.

Cartridge Memory Abnormal

This message appears even though the print cartridge is new.

Recommended action
1. Remove and reinstall the toner cartridge.

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

To order supplies and customer-replaceable parts, go to store.hp.com. Click on Ink & toner at the
top of the page. Enter your printer name and model number in the search box.

Cartridge out
This message appears even though the print cartridge is new.

Recommended action
1. Remove and then reinstall the toner cartridge.

2. Make sure a genuine HP supply is used.

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

To order supplies and customer-replaceable parts, go to store.hp.com. Click on Ink & toner at the
top of the page. Enter your printer name and model number in the search box.

Checking engine
The printer is conducting an internal test.

Recommended action
See recommended action.

■ No action necessary.

Checking paper path

The printer is checking for possible paper jams.

Cartridge low 857

 Recommended action
See recommended action.

■ No action necessary.

Chosen personality not available To continue touch “OK”

A print job requested a printer language (personality) that is not available for this printer. The job will not
print and will be cleared from memory.

Recommended action
■ Print the job by using a print driver for a different printer language, or add the requested language to
the printer (if possible). To see a list of available personalities, print a configuration page.

a. From the Home screen on the printer control panel, go to the following menus: Reports >
Configuration/Status Pages

b. Select Configuration Page, then select the Print button to print the pages.

Cleaning disk <X> complete Do not power off

A storage device is being sanitized or cleaned.

Recommended action
■ Do not turn off the printer. The printer's functions are unavailable. The printer will automatically
restart when finished.

Cleaning
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is
complete.

Recommended action
See recommended action.

■ No action necessary.

Clearing activity log

This message is displayed while the activity log is cleared. The printer exits the menus when the log has
been cleared.

Recommended action
See recommended action.

■ No action necessary.

Clearing event log

This message is displayed while the event log is cleared. The printer exits the menus when the event log
has been cleared.

858 Chapter 7 Alphabetical control panel messages

Recommended action
See recommended action.

■ No action necessary.

Clearing paper path

The printer is attempting to eject jammed paper.

Recommended action
■ Check the progress at the bottom of the display.

Close right door

The upper right cover is open.

This message appears even though the right upper cover is closed.

Recommended action for customers

1. Close the right upper cover.

2. If the right door is damaged or the error persists, please contact customer support at:
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the right upper cover.

2. Check the projection part for the switch on the right door assembly. If it is damaged, replace the
right door assembly.

Right door (6700/6800/X654/X677) - RM2-3665-000CN

3. Reconnect the connector of the right door switch and connector on the DC controller PCA.

4. Use the right upper cover switch test in the manual sensor test to verify that the switch is correctly
functioning. If the switch fails the test, please elevate the case using your standard support
process.

Close the cartridge access door

The front cartridge access door is open.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Close the front cartridge access door.

2. If the error persists with the door closed, please contact customer support at: www.hp.com/go/
contactHP.

Recommended action 859

 Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Close the front cartridge access door.

2. Check the flat projection part on the top left on the inside of the door. If it is damaged, replace the
front door assembly.

Table 7-1 Part information

Part number Part description

RM2-4473-000CN Front door assembly (5700/5800 models)

RM2-4479-000CN Front door assembly (X57945/X654/X677 models)

RM2-4533-000CN Front door assembly (X557/6700/6800 models)

3. If the problem persists, elevate the case using the Standard Support Process.

Cooling device
The printer is cooling.

Recommended action
See recommended action.

■ No action necessary.

Data received To print last page press “OK”

The printer is waiting for the command to print the last page.

Recommended action
■ Touch the “OK” button on the control panel to print the last page of the job.

Event log is empty

No printer events are in the log.

Recommended action
See recommended action.

■ No action necessary.

Expected drive missing

The printer cannot find the encrypted hard drive.

Recommended action
■ Install the encrypted hard disk drive.

External device initializing

An external device is initializing.

860 Chapter 7 Alphabetical control panel messages

Recommended action
See recommended action.

■ No action necessary.

Fuser Kit low

10.23.60 (event code)

The printer indicates when a supply is low.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. For assistance, 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. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. A new fuser kit should be ordered before the printer reaches a hard stop.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the supply reaches
the end of life.

2. A new fuser kit should be ordered before the printer reaches a hard stop.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
`For instructions: Remove and replace: Fuser Kit
See the Repair Service Manual for this product.

Recommended action 861

 Fuser Kit very low To continue, touch “OK”
10.23.70 (event code)

The printer indicates when a supply is very low.

After an HP supply has reached the very low threshold, the HP premium protection warranty for that
supply has ended.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

2. For assistance, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. If the print quality is no longer acceptable, the customer must order and pay for a replacement
fuser kit.

CAUTION: The fuser might be hot.

2. Replace the fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. If the print quality is no longer acceptable, the customer must order and pay for a replacement
fuser kit.

CAUTION: The fuser might be hot.

NOTE: HP recommends to have replacement supplies available to install when the print quality is
no longer acceptable.

2. Open the right door.

3. Grasp the fuser handles, squeeze the release levers, lift up slightly, and then pull straight out to
remove the fuser.

4. Install the replacement fuser.

HP LaserJet Mngd 110V Enhanced Fuser Kit - 527G4MC

HP LaserJet Mngd 220V Enhanced Fuser Kit - 527G5MC
For instructions: See the Repair Service Manual for this product.

862 Chapter 7 Alphabetical control panel messages

Gateways failed
There is an incorrect gateway configuration.

Recommended action
■ Use the EIO <X> Jetdirect menu to configure the default gateway.

Genuine HP supply installed

A new genuine HP supply has been installed.

Recommended action
■ Touch the Hide button to remove this message.

HP Secure hard drive disabled

The hard disk drive has been encrypted for another printer.

Recommended action
■ Remove the hard disk drive or use the Embedded Web Server for more information.

Incompatible <Supply>
The indicated supply is not compatible with this printer.

● 10.00.35: (event code) Black toner cartridge

● 10.23.35: (event code) Fuser kit

Recommended action
Follow these troubleshooting steps in the order presented.

■ Replace the supply with one that is designed for this printer.

Incompatible supplies
Print cartridges or other supply items are installed that were not designed for this printer. The printer
cannot print with these supplies installed.

Event codes are supply specific.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Touch the OK button to identify the incompatible supplies.

Replace the supplies with those that are designed for this printer.

Initializing...
The printer is starting.

Gateways failed 863

 Recommended action
See recommended action.

■ No action necessary.

Install supplies
More than one supply is missing or is installed incorrectly.

Recommended action
1. Touch the OK button to identify the supplies that need to be replaced.

2. Touch the OK button a second time for more information about the specific supply.

3. Install the supply or make sure it is correctly installed and fully seated.

Internal disk device failure To clear touch “OK”

82.0X.YY (event code)

The internal disk failed.

Recommended action for customers

1. Touch the OK button to clear the error.

2. If the error persists, turn off the printer, and then remove and reinstall the hard drive.

3. Turn on the printer.

4. If the error persists, replace the internal hard drive.

500 GB Secure Hard disk drive part number: L41606-011

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

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Touch the OK button to clear the error.

2. If the error persists, turn off the printer, and then remove and reinstall the hard drive.

3. Turn on the printer.

4. If the error persists, replace the internal hard drive.

500 GB Secure Hard disk drive part number: L41606-011

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

Internal disk device failure To clear touch “OK”

The internal disk failed.

82.0X.YY (event code)

864 Chapter 7 Alphabetical control panel messages

Recommended action
1. Touch the OK button to clear the error.

2. If the error persists, turn off the product, and then remove and reinstall the hard drive.

3. Turn on the product.

4. If the error persists, replace the internal hard drive.

Internal disk file operation failed

A PJL system command attempted to perform an illogical operation, such as downloading a file to a
nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

Internal disk file system is full

A PJL system command attempted to write data to the internal hard disk drive but was unsuccessful
because the hard disk drive is full.

Recommended action
■ Touch the OK button to clear the error.

Internal disk not found

The internal hard disk drive was not found at start up.

Recommended action
■ Turn the printer off, and then on.

Internal disk not functional

82.0X.YY (event code)

The internal hard drive is not functioning correctly.

Recommended action for customers

1. Touch the OK button to clear the error.

2. If the error persists, turn off the printer, and then remove and reinstall the hard drive.

3. Turn on the printer.

4. If the error persists, replace the internal hard drive.

500 GB Secure Hard disk drive part number: L41606-011

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

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action 865

 Recommended action for call-center agents and onsite technicians

1. Touch the OK button to clear the error.

2. If the error persists, turn off the printer, and then remove and reinstall the hard drive.

3. Turn on the printer.

4. If the error persists, replace the internal hard drive.

500 GB Secure Hard disk drive part number: L41606-011

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

Internal disk not initialized

The internal hard disk drive file system must be initialized before it can be used.

Recommended action
■ Initialize the internal hard disk drive file system.

For information on performing various actions on the hard disk drive, go to:
HP LaserJet, OfficeJet, PageWide, ScanJet - HP FutureSmart Firmware Device Hard Disk, SSD, and
eMMC Security (white paper)

Internal disk spinning up

The internal hard disk drive device is spinning up its platter. Jobs that require hard disk drive access
must wait.

Recommended action
See recommended action.

■ No action necessary.

Loading program <XX> Do not power off

Programs and fonts can be stored on the printer’s file system and are loaded into RAM when the printer
is turned on. The number <XX> specifies a sequence number indicating the current program being
loaded.

Recommended action
See recommended action.

■ No action necessary.

Manually feed output stack Then touch "OK" to print second side
The printer has printed the first side of a manual duplex job and is waiting for you (or the applicable user)
to insert the output stack to print the second side.

Recommended action
1. Maintaining the same orientation, remove the pages from the output bin.

866 Chapter 7 Alphabetical control panel messages

 2. Flip the document printed side up.

3. Load the document in Tray 1.

4. Touch the OK button to print the second side of the job.

Manually feed: <Type><Size>

This message appears when manual feed is selected, Tray 1 is not loaded, and other trays are empty.

Recommended action
1. Load the tray with requested paper.

2. If the paper is already in the tray, press the Help button to exit the message and then press the OK
button to print.

3. To use another tray, clear paper from Tray 1, press the Help button to exit the message and then
press the OK button.

Moving solenoid To exit press Stop

The solenoid is moving as part of a component test.

Recommended action
■ No action necessary.

To exit, press the Stop button.

Moving solenoid and motor

The solenoid and a motor are moving as part of a component test.

Recommended action
■ No action necessary.

To exit, press the Stop button.

No job to cancel
You have pressed the stop button but the printer is not actively processing any jobs.

Recommended action
See recommended action.

■ No action necessary.

NON HP Supply Installed

This message is displayed for about 6 seconds when a new non-HP supply is installed.

10.99.31 (event code)

Manually feed: <Type><Size> 867

 Recommended action
1. Use a genuine HP supply for the printer.

2. If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.

Paused…
The printer is paused, and there are no error messages pending at the display. The I/O continues
receiving data until the memory is full.

Recommended action
■ Press the Stop button.

Performing Paper Path Test

A paper path test is being performed.

Recommended action
See recommended action.

■ No action necessary.

Please Wait...
The printer is in the process of clearing data.

Recommended action
See recommended action.

■ No action necessary.

Printing Configuration...
The printer is printing the Configuration page.

Recommended action
See recommended action.

■ No action necessary.

Printing Demo Page

The demo page is being generated. The printer will return to the Ready state when the page is complete.

Recommended action
■ No action necessary.

Printing engine test...

The printer is printing an engine test page.

868 Chapter 7 Alphabetical control panel messages

Recommended action
See recommended action.

■ No action necessary.

Printing Event Log...

The printer is printing the Event Log page.

Recommended action
See recommended action.

■ No action necessary.

Printing File Directory...

The printer is printing the File Directory pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Font List...

The printer is printing the Font List pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Help Page...

The printer is printing the Help page.

Recommended action
See recommended action.

■ No action necessary.

Printing Menu Map...

The printer is printing the Menu Map pages.

Recommended action
See recommended action.

■ No action necessary.

Printing stopped...
Time has expired on the Print/Stop test.

Recommended action 869

 Recommended action
See recommended action.

■ No action necessary.

Printing Supplies Status Page...

The printer is printing the Supplies Status page.

Recommended action
See recommended action.

■ No action necessary.

Printing Usage Page...

The printer is printing the Usage page.

Recommended action
See recommended action.

■ No action necessary.

Processing...
The printer is currently processing a job but is not yet picking pages. When paper motion begins, this
message is replaced by a message that indicates the tray the job is using.

Recommended action
See recommended action.

■ No action necessary.

Processing... copy <x> of <y>

The printer is currently processing or printing collated copies. The message indicates that copy number
<x> of total copies <y> is currently being processed.

Recommended action
See recommended action.

■ No action necessary.

Processing duplex job Do not grab paper until job completes

Paper temporarily comes into the output bin while printing a duplex job.

Recommended action
See recommended action.

■ No action necessary.

870 Chapter 7 Alphabetical control panel messages

Processing job from tray <x>... Do not grab paper until job completes
The printer is actively processing a job from the designated tray.

Recommended action
See recommended action.

■ No action necessary.

RAM disk device failure To clear press “OK”

The specified device failed.

Recommended action
■ Touch the OK button to clear the error.

RAM disk file operation failed To clear press “OK”

A PJL command was received that attempted to perform an illegal operation, such as downloading a file
to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

RAM disk file system is full To clear press “OK”

The RAM disk is full.

Recommended action
■ Touch the OK button to clear the error.

RAM disk is write protected To clear press “OK”

The device is protected and no new files can be written to it.

Recommended action
■ Touch the OK button to clear the error.

Ready
The printer is online and ready for data. No status or printer attendance messages are pending at the
display.

Recommended action
See recommended action.

■ No action necessary.

Processing job from tray <x>... Do not grab paper until job completes 871
 Ready <IP Address>
The printer is online and ready for data. No status or printer attendance messages are pending at the
display. The printer IP address displays.

Recommended action
See recommended action.

■ No action necessary.

Receiving Upgrade
The printer is receiving a firmware upgrade.

Recommended action
■ Do not turn the printer off until it reaches the Ready state.

Remove USB accessory

This message displays when an unsupported USB device is inserted into a host USB port on the printer.

Recommended action
■ Remove the unsupported USB device.

Replace <Supply>
This alert displays only if the printer is configured to stop when a supply reaches the very low threshold.
The printer indicates when a supply level is at its estimated end of life. The actual life remaining might be
different than estimated.

The supply does not need to be replaced now unless the print quality is no longer acceptable.

NOTE: HP recommends having replacement supplies available to install when the print quality is no
longer acceptable.

The printer can be configured to stop when the supply level is very low. The supply might still be able to
produce acceptable print quality.

Recommended action
■ Replace the specified supply.

Or, configure the printer to continue printing using the Manage Supplies menu on the printer control
panel.

Replace Supplies
This alert displays only if the printer is configured to stop when a supply reaches the very low threshold.
The printer indicates when a supply level is at its estimated end of life. The actual life remaining might be
different than estimated.

872 Chapter 7 Alphabetical control panel messages

 The supply does not need to be replaced now unless the print quality is no longer acceptable.

NOTE: HP recommends having replacement supplies available to install when the print quality is no
longer acceptable.

The printer can be configured to stop when the supply level is very low. The supply might still be able to
produce acceptable print quality.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Replace the specified supply.

Or, configure the printer to continue printing using the Manage Supplies menu on the printer control
panel.

Resend external accessory firmware

An external accessory requires a firmware upgrade. Printing can continue, but jams might occur if the
job uses the external accessory.

Recommended action
■ Perform a firmware upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Resend Upgrade
A firmware upgrade did not complete successfully.

Recommended action
■ Upgrade the firmware again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Restore Factory Settings

The printer is restoring factory settings.

Recommended action
See recommended action.

■ No action necessary.

RFU Load Error Send full RFU on <X> Port

The printer displays this message before the firmware is loaded at initialization when an error has
occurred during a firmware upgrade.

Recommended action
■ Resend the firmware upgrade.

Recommended action 873

 ROM disk device failed To clear press “OK”
The specified device failed.

Recommended action
■ Touch the OK button to clear the error.

ROM disk file operation failed To clear press “OK”

A PJL command was received that attempted to perform an illegal operation, such as downloading a file
to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

ROM disk file system is full To clear press “OK”

The specified device is full.

Recommended action
■ Touch the OK button to clear the error.

ROM disk is write protected To clear press “OK”

The device is protected and no new files can be written to it.

Recommended action
■ Touch the OK button to clear the error.

Rotating Motor
The printer is executing a component test and the component selected is a motor.

Recommended action
1. Press the STOP button when ready to stop this test.

2. To exit, press X.

Sanitizing disk <X> complete Do Not power off

The hard disk is being cleaned.

Recommended action
■ Contact the network administrator.

Sleep mode on
The printer is in sleep mode. Pressing a control-panel button, receiving a print job, or occurrence of an
error condition clears this message.

874 Chapter 7 Alphabetical control panel messages

Recommended action
See recommended action.

■ No action necessary.

Supplies low
Multiple supplies on the printer have reached the low threshold.

Recommended action
■ Replace the supply when print quality is no longer acceptable.

Supply memory warning

The printer cannot read or write to the e-label or the e-label is missing.

Recommended action
See recommended action.

■ No action necessary.

The unit has corrupt data

Data corruption has occurred in the firmware volume.

● 98.00.01 : Corrupt data in the firmware volume

● 98.00.02 : Corrupt data in the solutions volume

● 98.00.03 : Corrupt data in the configuration volume

● 98.00.04 : Corrupt data in the job data volume

Recommended action for 98.00.01, 98.00.02, and 98.00.03

For 98.00.01 , 98.00.02 , and 98.00.03 , perform the following steps:

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) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

Recommended action for 98.00.04

For 98.00.04 , perform the following steps:

1. Turn the printer off, and then on.

Recommended action 875

 2. Run the file erase function.

For the steps to perform this procedure, go to WISE and search for the following documenht: HP
LaserJet Enterprise Printers - Performing a Partial Clean or Format Disk Procedure (c03398779).
Or click on the following link: HP LaserJet Enterprise Printers - Performing a Partial Clean or Format
Disk Procedure

Tray <X> empty: [Type], [Size]

The specified tray is empty and the current job does not need this tray to print.

● X = 1: Tray 1

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
Follow these troubleshooting steps in the order presented.

■ Refill the tray at a convenient time.

NOTE: This could be a false message. If the tray is loaded without removing the shipping lock, the
printer does not sense that the paper is loaded. Remove the shipping lock, and then load the tray.

Tray <X> lifting

The printer is in the process of lifting paper in the indicated tray.

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
■ No action necessary.

Type mismatch Tray <x>

The specified tray contains a paper type that does not match the configured type.

Recommended action
The specified tray will not be used until this condition is addressed. Printing can continue from other
trays.

1. Load the correct paper in the specified tray.

876 Chapter 7 Alphabetical control panel messages

 2. On the printer control panel, make sure the paper type loaded in the tray matches the specified
setting for the tray.

Unsupported drive installed To continue, touch “OK”

A non-supported hard disk drive has been installed. The hard disk drive is unusable by this printer.

Recommended action
1. Turn the printer off.

2. Remove the hard drive.

3. Turn the printer on.

Unsupported tray configuration

The printer has too many optional trays installed.

Recommended action
■ Turn the printer off, remove the unsupported trays, and then turn the printer on.

Unsupported USB accessory detected Remove USB accessory

A non-supported USB accessory has been installed.

Recommended action
■ Turn the printer off, remove the USB accessory, and then turn the printer on.

USB accessory not functional

A parameter in the USB accessory is not correctly functioning.

Recommended action
1. Turn the printer off.

2. Remove the USB accessory.

3. Insert a replacement USB accessory.

4. Turn the printer on.

USB hubs are not fully supported Some operations may not work properly
Some USB hubs require more power than the printer has available.

Recommended action
■ Remove the USB hub.

USB is write protected To clear press “OK”

The device is protected and no new files can be written to it.

Unsupported drive installed To continue, touch “OK” 877

 Recommended action
■ Touch the OK button to clear the error.

USB needs too much power Remove USB and then turn off and on
A USB accessory is drawing too much electrical current. Printing cannot continue.

Recommended action
1. Turn the printer off, remove the USB accessory, and then turn the printer on.

2. Use a USB accessory that uses less power or that contains its own power supply.

USB not initialized

The USB device file system must be initialized before it can be used.

Recommended action
1. Enable the USB port using the following steps:

● FutureSmart 3:

a. From the Home screen on the printer control panel, open the following menus:

i. Administration

ii. General Settings

b. Select Enable Device USB.

c. Select Enabled, and then select Save.

d. Touch the Back button to return to the General Settings menu.

● FutureSmart 4:

a. From the Home screen on the printer control panel, select Settings.

b. Select Copy/Print.

c. Select Enable Device USB, and then select Enabled.

d. Touch the Back button to return to the Settings menu.

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

USB storage accessory removed Clearing any associated data

This message displays for about 6 seconds after a USB device is removed.

Recommended action
■ Touch the OK button to remove this message.

878 Chapter 7 Alphabetical control panel messages

USB storage device failure To clear press “OK”
The specified device failed.

Recommended action
■ Touch the OK button to clear the error.

USB storage file operation failed To clear press “OK”

A PJL file system command was received that attempted to perform an illegal operation, such as
downloading a file to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

USB storage file system is full To clear press “OK”

The file system on the installed USB device is full.

Recommended action
■ Touch the OK button to clear the error.

Used supply installed To continue, touch “OK” OR Used supply in use

The toner cartridges or supplies has been previously used.

Recommended action
Follow these troubleshooting steps in the order presented.

■ If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.

Verifying, Please Wait

This message displays when the printer is retrieving a print job from device memory, but can cause the
printer control panel to lock up.

After selecting the desired print jobs from the Retrieve from Device Memory menu, the message
Verifying, Please Wait displays on the control panel. The status bar will move for a moment, and then
might lock up. Typically, if you wait a few minutes, the error will clear and the job will print.

In rare cases, the message will lock up permanently and the printer must be restarted.

The event log might show the following errors as a result of restarting the printer during lockup:

● 48.05.05

● 98.03.11

Recommended action
1. Turn the printer off, and then on.

USB storage device failure To clear press “OK” 879

 2. Make sure the firmware is the latest revision.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Waiting for tray <x> to lift

The specified tray is in the process of lifting paper to the top of the tray (so it can correctly feed).

Recommended action
See recommended action.

■ No action necessary.

880 Chapter 7 Alphabetical control panel messages

Index

Symbols/Numerics F fuser 209, 214, 221, 228, 235,

242
76.00.24 5 fan error
in right door 144, 189, 196
58.WX.YZ error 4
output bin 249, 261, 266, 271,
B firmware communication error
275, 281, 284, 296, 306, 309,
49.WX.YZ error 4
backup error 312, 321, 330, 339, 348, 363,
firmware install error
32.WX.YZ error 4 374, 383, 394, 402, 410, 421,
99.WX.YZ error 5
reset error 4 432, 441, 449
hard disk error 5
restore error 4 Tray 2 171
remote firmware upgrade
Tray 4 86, 100, 113, 127
C error 5
job accounting error (firmware)
fuser
connector error 48.WX.YZ error 4
jams 209, 214, 221, 228, 235,
65.WX.YZ error 5 job management error
242
(firmware) 4
fuser error
D job pipeline error (firmware) 4
41.WX.YZ error 4
job parser error (firmware)
DC controller communication error laser scanner error 4
47.WX.YZ error 4
55.WX.YZ error 4 paper path error 4
printer calibration error 4
DC controller firmware error fuser error (LaserJet)
70.WX.YZ error 5 50.WX.YZ error 4
L
digital sending error (firmware)
44.WX.YZ error 4 H laser scanner error (LaserJet)
document feeder 51.WX.YZ error 4
hard disk partition error
jams 510, 527, 546, 563 52.WX.YZ error 4
98.WX.YZ error 5
document feeder error last update 1
31.WX.YZ error 4 I
duplexer error M
input accessory error
69.WX.YZ error 5 memory error
67.WX.YZ error 5
82.WX.YZ error 5
E input/output error
EMMC error 5
40.WX.YZ error 4
Embedded Jetdirect error hard disk error 5
internal diagnostics error
80.WX.YZ error 5 motor error (LaserJet)
90.WX.YZ error 5
engine error (LaserJet) 59.WX.YZ error 5
video display error 5
46.WX.YZ error 4
63.WX.YZ error 5 N
J
engine error (PageWide) Near Field Communication error
jam error (LaserJet)
61.WX.YZ error 5 81.WX.YZ error 5
13.WX.YZ error 4
event log error (firmware) Bluetooth error 5
jam error (PageWide)
42.WX.YZ error 4 external I/O card error 5
13.WX.YZ error 4
internal EIO error 5
jams
wireless error 5
document feeder 510, 527,
546, 563

Index 881
 O supplies error (LaserJet)
10.WX.YZ error 4
output accessory error
supplies error (PageWide)
66.WX.YZ error 5
17.WX.YZ error 4
output bin
system error (LaserJet)
clear jams 249, 261, 266, 271,
62.WX.YZ error 5
275, 281, 284, 296, 312, 321,
330, 339, 348, 363, 374, 383,
T
394, 402, 410, 421, 432, 441,
449 Tray 2
OXPd/Web kit error jams 171
45.WX.YZ error 4 Tray 4
jams 86, 100, 113, 127
P tray motor error (LaserJet)
60.WX.YZ error 5
page error
21.WX.YZ error 4
paper handling error (LaserJet)
56.WX.YZ error 4
paper jams
document feeder 510, 527,
546, 563
fuser 209, 214, 221, 228, 235,
242
output bin 249, 261, 266, 271,
275, 281, 284, 296, 306, 309,
312, 321, 330, 339, 348, 363,
374, 383, 394, 402, 410, 421,
432, 441, 449
right door 144, 189, 196
Stapler stacker 306, 309
Tray 2 171
Tray 4 86, 100, 113, 127
print bar error (PageWide)
62.WX.YZ error 5
printer memory error
20.WX.YZ error 4

R
real-time clock error
11.WX.YZ error 4
Right door
jams 144, 189, 196

S
scanner error
30.WX.YZ error 4
security error
33.WX.YZ error 4
sensor error
54.WX.YZ error 4
58.WX.YZ error 4
Stapler stacker
clear jams 306, 309

882 Index