HP LaserJet Managed MFP E826 Series

HP LaserJet Managed MFP E82650, E82660, E82670

HP LaserJet Managed Flow MFP E82650, E82660, E82670

Control Panel Messages Document (CPMD)

www.hp.com/support/ljE826mfp
 HP LaserJet Managed MFP E82650,
E82660, E82670 - 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
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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
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should be construed as constituting an
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Edition 6, 10/2024 UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

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

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

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

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

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

10.WX.YZ error messages .....................................................................................................................................................................................................18
10.wx.yz error messages ............................................................................................................................................................................................18
10.xx.01 Supply memory chip error .....................................................................................................................................................................19
10.00.03 or 10.00.05........................................................................................................................................................................................................ 20
10.00.15 Install Supply ................................................................................................................................................................................................... 21
10.00.25 Wrong cartridge .......................................................................................................................................................................................... 21
10.00.35 Incompatible toner cartridge ........................................................................................................................................................... 22
10.00.60 Toner low ......................................................................................................................................................................................................... 22
10.00.69 Toner Empty ...................................................................................................................................................................................................27
10.00.70 ................................................................................................................................................................................................................................... 28
10.00.89, 10.00.90 Black Toner Replenishment Failure ........................................................................................................................ 28
10.00.93 Black Toner Replenishment Failure ............................................................................................................................................. 33
10.0x.B1 Supply RPC Timeout Error ...................................................................................................................................................................38
10.05.15 Drum Unit Not Installed ..........................................................................................................................................................................38
10.05.25, 10.05.35 Invalid drum unit ....................................................................................................................................................................40
10.05.03...................................................................................................................................................................................................................................40
10.05.58.................................................................................................................................................................................................................................... 41
10.05.59................................................................................................................................................................................................................................... 42
10.05.60 Drum unit Low .............................................................................................................................................................................................. 42
10.05.69, 10.05.70 Drum unit worn ....................................................................................................................................................................... 42
10.23.15, 10.26.15 Fuser assembly not installed ......................................................................................................................................... 43
10.23.35, 10.26.35 Incompatible Fuser Assembly .................................................................................................................................... 44
10.23.B1 Supply RPC Timeout Error ................................................................................................................................................................... 45
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ......................................................................................................... 45
10.31.15 Toner collection unit not installed ....................................................................................................................................................46
10.31.60, 10.31.69 Toner collection unit full ....................................................................................................................................................48
10.32.60 Developer low ............................................................................................................................................................................................... 51
10.37.15 PTB Not Installed ........................................................................................................................................................................................... 51

iii
 10.37.35 Invalid PTB ....................................................................................................................................................................................................... 52
10.37.60 PTB Low ............................................................................................................................................................................................................. 53
10.37.69 or 10.37.70 PTB Worn ................................................................................................................................................................................. 53
10.38.15 Toner Collection Duct Install Error ................................................................................................................................................. 54
10.99.40................................................................................................................................................................................................................................... 54
11.WX.YZ error messages ..................................................................................................................................................................................................... 55
11.* errors............................................................................................................................................................................................................................... 55
13.WX.YZ error messages .................................................................................................................................................................................................... 55
13.* errors.............................................................................................................................................................................................................................. 55
13.A7.A4 (Dual-cassette feeder)........................................................................................................................................................................... 62
13.A7.A4 (High-capacity input feeder) ..............................................................................................................................................................66
13.A7.A5 ....................................................................................................................................................................................................................................71
13.A7.D4 / 13.A7.D5 (Dual-cassette feeder)....................................................................................................................................................76
13.A7.D4 (High-capacity input feeder)...............................................................................................................................................................81
13.A7.FF (Dual-cassette feeder).............................................................................................................................................................................87
13.A8.A3 .................................................................................................................................................................................................................................88
13.A8.A5/13.A8.A6 (sHCI) ............................................................................................................................................................................................ 91
13.A8.D1 ..................................................................................................................................................................................................................................95
13.A8.D2 ...............................................................................................................................................................................................................................105
13.A8.D4 (Dual-cassette feeder).........................................................................................................................................................................110
13.A8.D4 (High-capacity input feeder)............................................................................................................................................................116
13.A8.D5/13.A8.D6 (Side high-capacity input feeder) ......................................................................................................................... 122
13.A8.D5 (Dual-cassette feeder).........................................................................................................................................................................127
13.A8.FF ................................................................................................................................................................................................................................133
13.B2.Az ...............................................................................................................................................................................................................................135
13.B2.D2 Jam in tray 2 ...............................................................................................................................................................................................139
13.B2.D3 Jam in tray 3 ...............................................................................................................................................................................................146
13.B2.D4 (DCF).................................................................................................................................................................................................................153
13.B2.D4 (HCI)...................................................................................................................................................................................................................154
13.B2.D5 (DCF)................................................................................................................................................................................................................. 155
13.B2.D5/13.B2.D6 (sHCI) .........................................................................................................................................................................................156
13.B2.DD ............................................................................................................................................................................................................................... 161
13.B2.FF ................................................................................................................................................................................................................................165
13.B4.Dz ................................................................................................................................................................................................................................167
13.B4.FF...................................................................................................................................................................................................................................171
13.B9.Az Fuser Jam .....................................................................................................................................................................................................173
13.B9.Cz ................................................................................................................................................................................................................................196
13.B9.Dz ...............................................................................................................................................................................................................................199
13.B9.FF................................................................................................................................................................................................................................204
13.D2.Az............................................................................................................................................................................................................................... 229
13.D2.FF .............................................................................................................................................................................................................................. 234
13.D3.Az .............................................................................................................................................................................................................................. 236
13.D3.Dz .............................................................................................................................................................................................................................. 240
13.D3.FF ...............................................................................................................................................................................................................................244
13.E1.A1 ................................................................................................................................................................................................................................ 248
13.E1.Dz ...............................................................................................................................................................................................................................250
13.E7.Az ................................................................................................................................................................................................................................257
13.E7.Dz ................................................................................................................................................................................................................................ 261

iv
 13.E7.FF ................................................................................................................................................................................................................................ 265
13.59.A3 ...............................................................................................................................................................................................................................267
13.59.D3 ...............................................................................................................................................................................................................................273
13.59.FF ................................................................................................................................................................................................................................278
13.60.A1, 13.60.A2 or 13.60.A3 .............................................................................................................................................................................. 283
13.60.D1, 13.60.D2 or 13.60.D3 .............................................................................................................................................................................294
13.60.FF ...............................................................................................................................................................................................................................305
13.63.A1 ................................................................................................................................................................................................................................314
13.63.AZ ...............................................................................................................................................................................................................................319
13.63.DZ ...............................................................................................................................................................................................................................324
13.63.F0 ............................................................................................................................................................................................................................... 329
13.69.A2 or 13.98.D3 ...................................................................................................................................................................................................333
13.84.A1 ...............................................................................................................................................................................................................................339
13.84.D1 ...............................................................................................................................................................................................................................345
13.84.D2 ..............................................................................................................................................................................................................................350
13.84.D2 ..............................................................................................................................................................................................................................355
13.84.F0 ................................................................................................................................................................................................................................361
13.90.A3 ..............................................................................................................................................................................................................................366
13.90.D3 ...............................................................................................................................................................................................................................374
13.91.FF ................................................................................................................................................................................................................................380
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door..................................................................................................................388
13.92.FF Jam in front left door ............................................................................................................................................................................394
13.95.D3 ..............................................................................................................................................................................................................................399
13.95.FF ...............................................................................................................................................................................................................................405
13.98.A3 ...............................................................................................................................................................................................................................410
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door ............................................................................................. 415
20.WX.YZ error messages ................................................................................................................................................................................................420
20.* errors ..........................................................................................................................................................................................................................420
30.WX.YZ error messages ................................................................................................................................................................................................. 421
30.* errors........................................................................................................................................................................................................................... 421
30.01.06 ................................................................................................................................................................................................................................ 421
30.01.08 ............................................................................................................................................................................................................................... 423
30.01.41..................................................................................................................................................................................................................................427
30.01.44................................................................................................................................................................................................................................ 428
30.01.45................................................................................................................................................................................................................................434
30.01.57 ................................................................................................................................................................................................................................435
30.03.14 ................................................................................................................................................................................................................................436
30.03.20................................................................................................................................................................................................................................437
30.03.22, 30.03.23, and 30.03.30 ........................................................................................................................................................................ 441
30.03.45...............................................................................................................................................................................................................................445
31.WX.YZ error messages ..................................................................................................................................................................................................447
31.* errors............................................................................................................................................................................................................................447
31.01.47 .................................................................................................................................................................................................................................448
31.03.14 .................................................................................................................................................................................................................................450
31.03.20, 31.03.22, and 31.03.31............................................................................................................................................................................. 451
31.03.37 ................................................................................................................................................................................................................................ 453
31.13.00................................................................................................................................................................................................................................. 455
31.13.01 (200-sheet ADF) ...........................................................................................................................................................................................457

v
 31.13.01 (300-sheet Flow ADF)...............................................................................................................................................................................461
31.13.02 (200-sheet ADF) .........................................................................................................................................................................................465
31.13.02 (300-sheet Flow ADF)..............................................................................................................................................................................473
31.13.13...................................................................................................................................................................................................................................480
31.13.14 (300-sheet Flow ADF) .............................................................................................................................................................................. 482
32.WX.YZ error messages .................................................................................................................................................................................................487
32.* errors ...........................................................................................................................................................................................................................487
32.08.A1, 32.08.A2, 32.08.A3 .................................................................................................................................................................................487
32.1C.05 ..............................................................................................................................................................................................................................488
32.1C.06 (event code).................................................................................................................................................................................................488
32.1C.07 (event code) .................................................................................................................................................................................................488
32.1C.08 (event code).................................................................................................................................................................................................488
32.1C.09 (event code).................................................................................................................................................................................................489
32.1C.0A (event code) ................................................................................................................................................................................................489
32.1C.0D (event code)................................................................................................................................................................................................489
32.1C.11 (event code) ..................................................................................................................................................................................................489
32.1C.13, 32.1C.14 ............................................................................................................................................................................................................490
32.1C.15 ................................................................................................................................................................................................................................490
32.1C.2E ...............................................................................................................................................................................................................................490
32.1C.2F ...............................................................................................................................................................................................................................490
32.1C.40 ..............................................................................................................................................................................................................................490
32.1C.41 ................................................................................................................................................................................................................................. 491
32.1C.42 ................................................................................................................................................................................................................................ 491
32.1C.43 ................................................................................................................................................................................................................................ 491
32.1C.44 ................................................................................................................................................................................................................................ 491
32.1C.45 ................................................................................................................................................................................................................................ 491
32.1C.46 ................................................................................................................................................................................................................................ 491
32.1C.47 ............................................................................................................................................................................................................................... 492
32.1C.48 ............................................................................................................................................................................................................................... 492
32.1C.49 ............................................................................................................................................................................................................................... 492
32.1C.4A .............................................................................................................................................................................................................................. 492
32.1C.56 .............................................................................................................................................................................................................................. 493
32.1C.57 ............................................................................................................................................................................................................................... 493
32.1C.58 .............................................................................................................................................................................................................................. 493
32.1C.60 .............................................................................................................................................................................................................................. 493
32.1C.61 ................................................................................................................................................................................................................................ 493
32.1C.62 ............................................................................................................................................................................................................................... 493
32.1C.68 ..............................................................................................................................................................................................................................494
32.1C.69 ...............................................................................................................................................................................................................................494
32.1C.6A ..............................................................................................................................................................................................................................494
32.1C.6D ..............................................................................................................................................................................................................................494
33.WX.YZ error messages ................................................................................................................................................................................................ 495
33.* errors.......................................................................................................................................................................................................................... 495
33.01.xx ...............................................................................................................................................................................................................................496
33.04.01 Missing TPM.................................................................................................................................................................................................497
33.04.02 Missing TPM...............................................................................................................................................................................................498
33.04.03 Unknown TPM ...........................................................................................................................................................................................498
33.04.04 or 33.04.05 Unknown TPM................................................................................................................................................................499

vi
 33.04.06 TPM Locked Out ......................................................................................................................................................................................500
33.05.0z SureStart errors .....................................................................................................................................................................................500
33.05.1x Whitelisting errors ...................................................................................................................................................................................501
33.05.2x Intrusion detection errors ...............................................................................................................................................................502
33.05.5z Intrusion detection errors ...............................................................................................................................................................502
33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card.............................................................................503
33.08.06 Boot code corrupt .................................................................................................................................................................................504
33.08.08 Upgrade corrupt .....................................................................................................................................................................................504
33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card..........................................................................505
33.08.19 Corrupt data in firmware volume.................................................................................................................................................505
33.08.6x Intrusion detection errors ................................................................................................................................................................506
33.08.65, 33.08.66, 33.08.67 ..................................................................................................................................................................................506
33.08.73 Potential memory intrusion detected ...................................................................................................................................... 507
33.08.74 System resource error........................................................................................................................................................................ 507
40.WX.YZ error messages ................................................................................................................................................................................................508
40.* errors..........................................................................................................................................................................................................................508
40.00.01 USB I/O buffer overflow To continue, touch “OK” ............................................................................................................508
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ............................................................................................508
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ...............................................................................................................508
40.00.04 EIO [x] bad transmission To continue, touch “OK” ..........................................................................................................508
40.00.05 Embedded I/O bad transmission To continue, touch OK ..........................................................................................509
40.08.0x USB storage accessory removed .............................................................................................................................................509
40.0x.05 USB storage accessory removed .............................................................................................................................................509
41.WX.YZ error messages .................................................................................................................................................................................................509
41.* errors ...........................................................................................................................................................................................................................509
41.03.YZ Unexpected size in tray <X> ............................................................................................................................................................. 510
41.03.FZ Unknown Misprint Error ...................................................................................................................................................................... 512
42.WX.YZ error messages ................................................................................................................................................................................................. 516
42.* errors ........................................................................................................................................................................................................................... 516
42.B0.01 .................................................................................................................................................................................................................................517
44.WX.YZ error messages ..................................................................................................................................................................................................517
44.* errors............................................................................................................................................................................................................................517
44.01.xx Error Event log message .....................................................................................................................................................................517
44.02.xx Error Event log message (Multifunction product only.)................................................................................................. 518
44.03.xx Error Event log message ................................................................................................................................................................... 518
44.04.xx Error Event log message (Multifunction product only.) ................................................................................................ 518
44.05.xx Error Event log message (Multifunction product only.) ................................................................................................ 519
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................. 519
44.08.xx Error Event log message (Multifunction product only.) ................................................................................................ 519
44.10.xx Error Event log message (Multifunction product only.).................................................................................................. 519
44.11.0E Error Event log message (Multifunction product only.).................................................................................................520
44.11.xx Error Event log message (Multifunction product only.)..................................................................................................520
44.12.0E Error Event log message (Multifunction product only.)................................................................................................520
44.12.xx Error Event log message (Multifunction product only.).................................................................................................520
44.16.01 Error Event log message (Multifunction product only.).................................................................................................520
44.16.02 Error Event log message (Multifunction product only.)................................................................................................. 521
44.16.03 Error Event log message (Multifunction product only.)................................................................................................. 521
44.16.04 Error Event log message (Multifunction product only.)................................................................................................. 521

vii
 44.16.05 Error Event log message (Multifunction product only.)................................................................................................ 522
44.16.06 Error Event log message (Multifunction product only.)................................................................................................ 522
44.16.07 Error Event log message (Multifunction product only.)................................................................................................. 522
44.16.08 Error Event log message (Multifunction product only.)................................................................................................ 523
44.16.09 Error Event log message (Multifunction product only.)................................................................................................ 523
44.16.0A Error Event log message (Multifunction product only.) ............................................................................................... 523
44.16.0B Error Event log message (Multifunction product only.) ............................................................................................... 523
44.16.0D Error Event log message (Multifunction product only.) ................................................................................................524
44.16.0E Error Event log message (Multifunction product only.).................................................................................................524
44.16.0F Error Event log message (Multifunction product only.).................................................................................................524
44.16.10 Error Event log message (Multifunction product only.) ..................................................................................................524
44.16.FF Error Event log message (Multifunction product only.) .................................................................................................524
44.34.xx Error Event log message ................................................................................................................................................................... 525
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ........................................................................................................................ 525
45.WX.YZ error messages ................................................................................................................................................................................................ 525
45.00.07 ............................................................................................................................................................................................................................... 525
45.00.1C .............................................................................................................................................................................................................................. 526
45.00.70 ................................................................................................................................................................................................................................527
46.WX.YZ error messages ................................................................................................................................................................................................ 528
46.* error messages .................................................................................................................................................................................................. 528
46.24.00............................................................................................................................................................................................................................... 529
46.24.01 ................................................................................................................................................................................................................................ 529
47.WX.YZ error messages................................................................................................................................................................................................. 529
47.* errors........................................................................................................................................................................................................................... 529
47.00.xx ...............................................................................................................................................................................................................................530
47.01.xx errors ..................................................................................................................................................................................................................531
47.02.xx ............................................................................................................................................................................................................................... 532
47.03.xx ............................................................................................................................................................................................................................... 532
47.04.xx ...............................................................................................................................................................................................................................533
47.05.xx ...............................................................................................................................................................................................................................534
47.06.xx ...............................................................................................................................................................................................................................535
47.FC.yz Printer Calibration Failed To continue, touch “OK” ..........................................................................................................535
48.WX.YZ error messages.................................................................................................................................................................................................537
48.* errors...........................................................................................................................................................................................................................537
48.0D.01 Remote Image Disk error .................................................................................................................................................................538
49.WX.YZ error messages ................................................................................................................................................................................................538
49.XX.YY Error To continue turn off then on .............................................................................................................................................538
49.13.01 .................................................................................................................................................................................................................................540
50.WX.YZ error messages ................................................................................................................................................................................................540
50.* errors..........................................................................................................................................................................................................................540
50.FF.XX Fuser error (Except for 50.FF.02) ................................................................................................................................................. 541
50.FF.02 Fuser error ..................................................................................................................................................................................................546
54.WX.YZ error messages ................................................................................................................................................................................................548
54.* errors..........................................................................................................................................................................................................................548
54.DD.05, 54.DD.06 and 54.DD.07 error .......................................................................................................................................................550
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ............................................................................ 551
54.DD.0E Wrap Jam Sensor Calibration errors..................................................................................................................................... 552

viii
56.WX.YZ error messages ................................................................................................................................................................................................554
56.* errors..........................................................................................................................................................................................................................554
57.WX.YZ error messages.................................................................................................................................................................................................554
57.* errors...........................................................................................................................................................................................................................554
57.00.01, 57.00.02 errors ..........................................................................................................................................................................................555
57.00.05, 57.00.06, 57.00.07, 57.00.08, 57.00.09, 57.00.10, 57.00.11, 57.00.12 errors ..............................................................557
57.00.15, 57.00.16 errors ............................................................................................................................................................................................559
57.00.19, 57.00.20 errors ..........................................................................................................................................................................................560
57.00.24, 57.00.25 errors ......................................................................................................................................................................................... 562
57.00.26, 57.00.27 errors .........................................................................................................................................................................................563
57.10.01 error ....................................................................................................................................................................................................................565
59.WX.YZ error messages ................................................................................................................................................................................................566
59.* errors ..........................................................................................................................................................................................................................566
59.00.10, 59.00.20 Motor error .............................................................................................................................................................................567
59.00.30, 59.00.40 Motor error ..........................................................................................................................................................................568
59.05.50, 59.05.60 errors .........................................................................................................................................................................................571
59.10.B0, 59.10.C0 errors ..........................................................................................................................................................................................574
59.20.D0, 59.20.E0 errors .......................................................................................................................................................................................579
60.WX.YZ error messages................................................................................................................................................................................................583
60.00.02 or 60.01.02 ...................................................................................................................................................................................................583
60.00.03 or 60.01.03 ...................................................................................................................................................................................................589
60.00.04 or 60.01.04 (DCF) .................................................................................................................................................................................... 592
60.00.04 or 60.01.04 (HCI) .....................................................................................................................................................................................596
60.00.05 or 60.01.05 (DCF) ....................................................................................................................................................................................602
60.00.05 or 60.01.05 (sHCI)....................................................................................................................................................................................606
60.00.06 or 60.01.06 (sHCI) ...................................................................................................................................................................................609
60.02.04................................................................................................................................................................................................................................613
60.03.04 ...............................................................................................................................................................................................................................615
61.WX.YZ error messages ..................................................................................................................................................................................................618
61.00.00 ................................................................................................................................................................................................................................618
61.00.01..................................................................................................................................................................................................................................618
61.00.06 ................................................................................................................................................................................................................................619
62.WX.YZ error messages ................................................................................................................................................................................................620
62.* errors..........................................................................................................................................................................................................................620
63.WX.YZ error messages................................................................................................................................................................................................. 621
63.* errors........................................................................................................................................................................................................................... 621
63.00.01 ............................................................................................................................................................................................................................... 621
63.00.0A ............................................................................................................................................................................................................................. 622
63.00.0B ............................................................................................................................................................................................................................. 623
63.00.17, 63.00.18, 63.00.19, or 63.00.1A ......................................................................................................................................................... 624
63.00.1B .............................................................................................................................................................................................................................. 625
63.00.1F ...............................................................................................................................................................................................................................626
63.00.20 .............................................................................................................................................................................................................................626
63.00.21................................................................................................................................................................................................................................628
63.00.23...............................................................................................................................................................................................................................629
63.00.24...............................................................................................................................................................................................................................630
63.00.25, 63.00.26 .......................................................................................................................................................................................................630

ix
 63.00.27, 63.00.28......................................................................................................................................................................................................... 632
63.00.35 .............................................................................................................................................................................................................................633
63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors ...........................................................................................................................................635
63.00.43 ..............................................................................................................................................................................................................................638
63.00.49 General engine failure .......................................................................................................................................................................639
63.00.50 .............................................................................................................................................................................................................................640
63.00.51 ................................................................................................................................................................................................................................ 641
63.00.52 (DCF) ............................................................................................................................................................................................................... 642
63.00.52 (HCI) .................................................................................................................................................................................................................644
63.00.53 (DCF) ...............................................................................................................................................................................................................645
63.4D.01 ................................................................................................................................................................................................................................647
63.4D.02 ...............................................................................................................................................................................................................................647
63.53.01.................................................................................................................................................................................................................................647
64.WX.YZ error messages................................................................................................................................................................................................648
64.01.01.................................................................................................................................................................................................................................648
64.01.02................................................................................................................................................................................................................................649
64.01.03................................................................................................................................................................................................................................649
64.01.04................................................................................................................................................................................................................................650
64.01.05................................................................................................................................................................................................................................. 651
64.01.06 ................................................................................................................................................................................................................................ 651
64.01.07 ................................................................................................................................................................................................................................ 652
64.01.08 ...............................................................................................................................................................................................................................653
64.01.09 ...............................................................................................................................................................................................................................653
64.03.04 ..............................................................................................................................................................................................................................654
64.04.01 ..............................................................................................................................................................................................................................655
64.04.02 ..............................................................................................................................................................................................................................655
64.04.04 .............................................................................................................................................................................................................................656
64.04.05 .............................................................................................................................................................................................................................656
64.04.06 ..............................................................................................................................................................................................................................657
64.04.08 ..............................................................................................................................................................................................................................657
64.04.09 .............................................................................................................................................................................................................................658
64.04.11 Workflow Accelerator Card assertion internal clock failure ....................................................................................658
64.04.12 Workflow Accelerator Card OCR failure.................................................................................................................................659
65.WX.YZ and 66.WX.YZ error messages ..............................................................................................................................................................659
65.* errors..........................................................................................................................................................................................................................659
65.00.A1...............................................................................................................................................................................................................................660
65.00.A2 ..............................................................................................................................................................................................................................666
66.* errors..........................................................................................................................................................................................................................668
66.00.A2 (2k/3k) .............................................................................................................................................................................................................669
66.40.36 ............................................................................................................................................................................................................................. 670
66.40.46 ...............................................................................................................................................................................................................................672
66.40.50 .............................................................................................................................................................................................................................680
66.40.84 .............................................................................................................................................................................................................................688
66.60.25 ..............................................................................................................................................................................................................................690
66.60.27 ..............................................................................................................................................................................................................................699
66.60.28 .............................................................................................................................................................................................................................. 708
66.60.30 .............................................................................................................................................................................................................................. 727
66.60.32 ...............................................................................................................................................................................................................................729

x
 66.60.77, 66.60.78, 66.60.79, 66.60.80, 66.80.04 (inner finisher) ....................................................................................................735
66.60.77 (stapler/stacker - booklet maker)..................................................................................................................................................744
66.60.78 (stapler/stacker - booklet maker)..................................................................................................................................................746
66.60.79 (stapler/stacker - booklet maker)..................................................................................................................................................748
66.60.80 (stapler/stacker - booklet maker)..................................................................................................................................................751
66.60.81 ...............................................................................................................................................................................................................................753
66.60.83 ............................................................................................................................................................................................................................. 756
66.60.84 ............................................................................................................................................................................................................................. 760
66.80.04 ..............................................................................................................................................................................................................................762
66.80.05 ..............................................................................................................................................................................................................................770
66.80.06 (inner finisher)............................................................................................................................................................................................ 787
66.80.06, 66.80.77, 66.80.79 (stapler/stacker - booklet maker) .................................................................................................... 790
66.80.08 ............................................................................................................................................................................................................................. 794
66.80.0A .............................................................................................................................................................................................................................803
66.80.0B .............................................................................................................................................................................................................................. 812
66.80.0C .............................................................................................................................................................................................................................. 821
66.80.20 ............................................................................................................................................................................................................................. 824
66.80.27 ..............................................................................................................................................................................................................................833
66.80.36 .............................................................................................................................................................................................................................. 841
66.80.38 .............................................................................................................................................................................................................................848
66.80.46, 66.80.80, 66.80.81, 66.80.82 ..........................................................................................................................................................856
66.80.46, 66.80.84, 66.80.85, 66.80.86 ..........................................................................................................................................................861
66.90.11 (2K/3K) ..............................................................................................................................................................................................................864
66.90.12 (2K/3K)...............................................................................................................................................................................................................872
66.90.13 (2K/3K).............................................................................................................................................................................................................. 879
66.90.14 (2K/3K).............................................................................................................................................................................................................. 887
66.90.15 (2K/3K)..............................................................................................................................................................................................................895
66.90.16 (2K/3K)..............................................................................................................................................................................................................902
66.90.21 (2K/3K) ............................................................................................................................................................................................................905
66.90.22 (2K/3K), 66.90.23 (2K/3K)....................................................................................................................................................................909
66.90.43 (2K/3K)..............................................................................................................................................................................................................914
66.90.51 (2K/3K)...............................................................................................................................................................................................................916
67.WX.YZ error messages..................................................................................................................................................................................................918
67.* error messages....................................................................................................................................................................................................918
67.04.01 ................................................................................................................................................................................................................................919
67.04.02 ..............................................................................................................................................................................................................................920
67.05.01 or 67.06.01 ..................................................................................................................................................................................................... 922
70.WX.YZ error messages................................................................................................................................................................................................. 924
70.* errors........................................................................................................................................................................................................................... 924
80.WX.YZ error messages................................................................................................................................................................................................ 924
80.* errors.......................................................................................................................................................................................................................... 924
81.WX.YZ error messages..................................................................................................................................................................................................927
81.* errors............................................................................................................................................................................................................................927
82.WX.YZ error messages ................................................................................................................................................................................................929
82.* errors..........................................................................................................................................................................................................................929
82.73.45 Disk Successfully cleaned ..............................................................................................................................................................930
82.73.46, 82.73.47 ..........................................................................................................................................................................................................930

xi
 90.WX.YZ error messages.................................................................................................................................................................................................931
90.* errors...........................................................................................................................................................................................................................931
98.WX.YZ error messages................................................................................................................................................................................................ 932
98.* errors.......................................................................................................................................................................................................................... 932
98.00.01 or 98.01.00 Corrupt data in firmware volume ....................................................................................................................933
98.00.02 Corrupt data in the solutions volume .....................................................................................................................................934
98.00.03 Corrupt data in the configuration volume ..........................................................................................................................935
98.00.04 Corrupt data in the job data volume .......................................................................................................................................935
99.WX.YZ error messages ................................................................................................................................................................................................936
99.* errors..........................................................................................................................................................................................................................936
99.00.01 Upgrade not performed file is corrupt ....................................................................................................................................937
99.00.02 Upgrade not performed timeout during receive .............................................................................................................937
99.00.04 Upgrade not performed timeout during receive .............................................................................................................937
99.00.05 Upgrade not performed timeout during receive ............................................................................................................938
99.00.09 Upgrade canceled by user .............................................................................................................................................................938
99.00.10 Upgrade canceled by user ..............................................................................................................................................................938
99.00.11 Upgrade canceled by user ................................................................................................................................................................939
99.00.12 Upgrade not performed the file is invalid ..............................................................................................................................939
99.00.13 Upgrade not performed the file is invalid ..............................................................................................................................939
99.00.14 Upgrade not performed the file is invalid ..............................................................................................................................939
99.00.2x ..............................................................................................................................................................................................................................940
99.01.xx ................................................................................................................................................................................................................................ 941
99.02.01 ................................................................................................................................................................................................................................ 941
99.02.09 ............................................................................................................................................................................................................................... 941
99.07.20 Fax error.......................................................................................................................................................................................................... 941
99.07.YZ Firmware install error .......................................................................................................................................................................... 942
99.09.61 Unsupported disk ...................................................................................................................................................................................943
99.09.62 Unknown disk ...........................................................................................................................................................................................943
99.09.63 Incorrect disk ...........................................................................................................................................................................................944
99.09.64 Disk Nonfunctional ..............................................................................................................................................................................945
99.09.66 ..............................................................................................................................................................................................................................945
99.09.67 Disk is not bootable please download firmware ..............................................................................................................947
99.59.62 Unknown Disk ...........................................................................................................................................................................................948
99.59.64 Disk Nonfunctional ...............................................................................................................................................................................948
99.59.66 No Boot Disk .............................................................................................................................................................................................948

7 Alphabetical control panel messages...........................................................................................................................................................................950

Alphabetical error messages........................................................................................................................................................................................950
Close the front left door..........................................................................................................................................................................................950
Close left cover ............................................................................................................................................................................................................. 952
Close the middle cover............................................................................................................................................................................................954
Output bin full (Inner).................................................................................................................................................................................................956
Output bin 2 full .............................................................................................................................................................................................................959
System Main has Failed..........................................................................................................................................................................................962
Tray x overfilled..............................................................................................................................................................................................................964
Toner Collection Unit Almost Full...................................................................................................................................................................... 967

Index.............................................................................................................................................................................................................................................................968

xii
1 Document last updated

The following is the last time this document was updated:

Last update: October 15, 2024

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

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

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

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

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

TIP: Save Product Detail page

URL location in favorites

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

● Web-based: Most up-to-date

information available

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

● Use when a printable document

is needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use

the Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

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

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

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

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

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

Error-code and control-panel-message troubleshooting

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

Error codes (types and structure)

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

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

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

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

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

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

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

Control-panel message types 3

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

Error code System Component System Error Description

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

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

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

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

when trying to process job.

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

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

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

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

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

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

accessory error.

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

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

System Manager, or other component.

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

component.

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

Web Kit (communications log).

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

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

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

pipeline error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

4 Chapter 3 Control-panel message types

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

Error code System Component System Error Description

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

Print bar (PageWide) PageWide print system error.

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

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

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

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

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

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

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

(engine or accessory), or disk error.

Error codes (types and structure) 5

 4 How to search for printer documentation

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

For HP internal access to WISE, go to WISE.

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

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

WISE - How to access and use

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

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

Accessing WISE for HP channel partners (HP Partner Portal)

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

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

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

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

Figure 4-1 HP Partner Portal sign-in page

6 Chapter 4 How to search for printer documentation

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

Figure 4-2 HP Partner Portal home page

3. Select the Technical Support (WISE) item.

Figure 4-3 HP Partner Portal Service & Support page

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

 4. Select the Technical Documentation item.

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

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

Figure 4-5 WISE portal home page

Accessing WISE for internal HP users

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

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

Americas (AMS)

● WISE - English

● WISE - Spanish

● WISE - Portuguese

● WISE - French

8 Chapter 4 How to search for printer documentation

 Asia Pacific / Japan (APJ)

● WISE - English

● WISE - Japanese

● WISE - Korean

● WISE - Chinese (simplified)

● WISE - Chinese (traditional)

● WISE - Thai

Europe / Middle East / Africa (EMEA)

● WISE - English

2. Select Commercial from the drop-down menu.

Figure 4-6 Choose an experience

3. The WISE home page appears.

Play the video:

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

Accessing WISE for internal HP users 9

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

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

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

Search for error codes using the lookup widget

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

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

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

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

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

10 Chapter 4 How to search for printer documentation

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

1 2

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

Play the video:

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

Search for error codes from the WISE home page

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

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

Search for error codes from the WISE home page 11

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

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

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

1 2

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

Using WISE to access repair and replace videos for FRUs

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

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

12 Chapter 4 How to search for printer documentation

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

Search for videos using the Product Detail Page (PDP)

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

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

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

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

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

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

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

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

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

Play the video:

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

Search for videos using the WISE search function

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

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

14 Chapter 4 How to search for printer documentation

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

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

3. Select the search icon.

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

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

Search for videos using the WISE search function 15

 Play the video:

View a video of how to perform a model number search

16 Chapter 4 How to search for printer documentation

5 Printer service information

The following information provides the document's last updated date and the printer service PIN.

Last update: October 15, 2024

Service mode PIN number:

E82650-E82670 series: 03082622

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

Printer service information 17

 6 Numerical control panel messages

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

10.WX.YZ error messages

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

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

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

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

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

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

1. For toner cartridges:

a. Remove and reinstall the cartridge.

18 Chapter 6 Numerical control panel messages

 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.xx.01 Supply memory chip error

The indicated supply is incompatible with the printer. This error occurs when the printer is using dynamic
security. The supply installed is incompatible for a product or is otherwise improper, or a connection
error has caused the information to be read incorrectly

Install toner cartridge

● 10.00.01 Black toner cartridge

● 10.01.01 Cyan toner cartridge

● 10.02.01 Magenta toner cartridge

● 10.03.01 Yellow toner cartridge

● 10.05.01 Black drum

● 10.06.01 Cyan drum

● 10.07.01 Magenta drum

● 10.08.01 Yellow drum

● 10.23.01 Fuser

10.xx.01 Supply memory chip error 19

 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.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Turn the printer off, and then on.

2. If the error persists, replace the indicated part with a genuine HP part.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Turn the printer off, and then on.

2. If the error persists, replace the indicated part with a genuine HP part.

10.00.03 or 10.00.05
Supply memory error

● 10.00.03 Black Cartridge; Supply memory error

● 10.00.05 Black Drum; Supply memory error

Supply memory errors may occur resulting in the device being down until the affected supplies can be
replaced.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Access the Store Usage Data menu using the printer control panel or any remote monitoring tool.

a. From the Home screen on the printer control panel, select the Settings > Manage Supplies
menus.

b. Select the Store Usage Data menu.

c. Check to see if the setting is set to Not on supplies.

2. If Store Usage Data is set to Not on supplies setting, contact customer support at www.hp.com/go/
contactHP to upgrade the printer firmware.

20 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

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

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

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

3. Upgraded to FW version.

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

10.00.15 Install Supply

The toner cartridge is not installed or is installed incorrectly.

Recommended action for customers

1. Replace or install the toner cartridge.

2. If the supply is installed in the printer and the message appears, remove and reinstall the supply.
Ensure the supply is correctly installed and seated.

Part number: W9085-67007 (Toner cartridge)

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

Recommended action for call-center

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

2. Remove and reinstall the toner cartridge and ensure that the latch clicks closed.

Part number: W9085-67007 (Toner cartridge)

3. If the error persists, dispatch an on-site engineer with the part below.

Recommended action for onsite technicians

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

■ Check if the toner cartridge or image unit is installed correctly.

10.00.25 Wrong cartridge

The toner cartridge is not compatible with the printer.

The CRUM information of the toner cartridge is for a color printer, but this is a monochrome printer.

Recommended action for customers

1. Open the front cover, and then remove the toner cartridge.

Recommended action for call-center agents and onsite technicians 21

 2. Replace the supply with the correct toner cartridge for the printer.

Part number: W9085-67007

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

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover, and then remove the toner cartridge.

2. Replace the supply with the correct toner cartridge for the printer.

Part number: W9085-67007

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

10.00.35 Incompatible toner cartridge

The black toner cartridge installed is not a genuine HP supply, or is incorrect, or a connection error
causing the information to be read incorrectly.

Recommended action for customers

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

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

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

Part number: W9085-67007

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

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

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

4. Remove the toner cartridge and check for foreign substances on the connector or the port.

5. Reinstall the toner cartridge and see if the message has cleared.

6. Print the supply information report and check the supply information to ensure it is compatible with
the printer.

Part number: W9085-67007

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

10.00.60 Toner low

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

22 Chapter 6 Numerical control panel messages

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

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

Recommended action for customers

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

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

Part number: W9085-67007

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

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

Part numbers: W9085-67007 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Open the front cover.

b. Click the eject button on the UI.

c. On the control panel, sign in using the Administrator access code or Service access code.

d. Eject the cartridge.

Recommended action for customers 23

 e. Pull out the cartridge.

f. Check for tape on the cartridge, and if the toner cartridge initial seal is attached, remove it.

g. Check the load of the cartridge.

● Rotate the gear of the cartridge.

● Check the emptiness of the cartridge by shaking it.

24 Chapter 6 Numerical control panel messages

 h. If there are any problems with the cartridge, replace it.

Part number:
SVC-HP LJ Blk Mngd Toner: W9085-67007

2. Check the reservoir motor and the reservoir unit.

a. Run the sensor diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Duct/Reservoir > Black Toner Duct/Reservoir Motor

Recommended action for onsite technicians 25

 Check the motor sound.

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

b. If the motor does not rotate, disconnect and reconnect both ends of the wire harness from the
motor to the PCA (J58).

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

Reservoir motor: JC93-01067A

For instructions: see the Service Manual for this product.

26 Chapter 6 Numerical control panel messages

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

SVC-HP LJ Blk Mngd Toner

Black Reservoir unit: X3A79-60003

For instructions: see the Service Manual for this product.

10.00.69 Toner Empty

The black toner cartridge is empty.

The printer cannot draw toner from the toner cartridge.

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

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

Recommended action for customers

1. Replace the toner cartridge indicated.

a. Open the front cover.

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

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

d. Remove the toner cartridge.

e. Install the new toner cartridge.

Part number: W9085-67007

f. Close the front cover.

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

10.00.69 Toner Empty 27

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

Recommended action for call-center agents and onsite technicians

10.00.70
Printing past very low

The printer indicates when the toner cartridge is very low. 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 10.00.70 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> Printing past very low .

Recommended action for customers

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

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

HP recommends that customers have replacement supplies available to install when the print
quality is no longer acceptable

Recommended action for call-center agents and onsite technicians

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

Search for the following topic in WISE: HP LaserJet Managed MFP E82650-E82670 series - "Toner Very
Low" message displays prematurely on the control panel and logs a 10.00.70 code in the Event Log
(Emerging Issue)

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

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

HP recommends that customers have replacement supplies available to install when the print
quality is no longer acceptable

10.00.89, 10.00.90 Black Toner Replenishment Failure

The toner supply in the toner cartridge is malfunctioning.

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

Recommended action for customers

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

28 Chapter 6 Numerical control panel messages

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

Part number: W9085-67007

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

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

Part numbers: W9085-67007 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Open the front cover.

b. Click the eject button on the UI.

c. On the control panel, sign in using the Administrator access code or Service access code.

d. Eject the cartridge.

e. Pull out the cartridge.

Recommended action for call-center agents 29

 f. Check for tape on the cartridge, and if the toner cartridge initial seal is attached, remove it.

g. Check the load of the cartridge.

● Rotate the gear of the cartridge.

● Check the emptiness of the cartridge by shaking it.

30 Chapter 6 Numerical control panel messages

 h. If there are any problems with the cartridge, replace it.

Part number:
SVC-HP LJ Blk Mngd Toner: W9085-67007

2. Check the reservoir motor and the reservoir unit.

a. Run the sensor diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Duct/Reservoir > Black Toner Duct/Reservoir Motor

Recommended action for onsite technicians 31

 Check the motor sound.

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

b. If the motor does not rotate, disconnect and reconnect both ends of the wire harness from the
motor to the PCA (J58).

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

Reservoir motor: JC93-01067A

For instructions: see the Service Manual for this product.

32 Chapter 6 Numerical control panel messages

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

Black Reservoir unit: X3A79-60003

For instructions: see the Service Manual for this product.

10.00.93 Black Toner Replenishment Failure

The toner supply in the toner cartridge is malfunctioning.

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

Recommended action for customers

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

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

Part number: W9085-67007

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

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

Part numbers: W9085-67007 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Open the front cover.

b. Click the eject button on the UI.

10.00.93 Black Toner Replenishment Failure 33

 c. On the control panel, sign in using the Administrator access code or Service access code.

d. Eject the cartridge.

e. Pull out the cartridge.

f. Check for tape on the cartridge, and if the toner cartridge initial seal is attached, remove it.

g. Check the load of the cartridge.

● Rotate the gear of the cartridge.

34 Chapter 6 Numerical control panel messages

 ● Check the emptiness of the cartridge by shaking it.

h. If there are any problems with the cartridge, replace it.

Part number:
SVC-HP LJ Blk Mngd Toner Crtg Std Yield: W9085-67007

Recommended action for onsite technicians 35

 2. Check the reservoir motor and the reservoir unit.

a. Run the sensor diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Duct/Reservoir > Black Toner Duct/Reservoir Motor
Check the motor sound.

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

36 Chapter 6 Numerical control panel messages

 b. If the motor does not rotate, disconnect and reconnect both ends of the wire harness from the
motor to the PCA (J58).

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

Reservoir motor: JC93-01067A

For instructions: see the Service Manual for this product.

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

Black Reservoir unit: X3A79-60003

Recommended action for onsite technicians 37

 For instructions: see the Service Manual for this product.

10.0x.B1 Supply RPC Timeout Error

An alarm indicates that the supply is not responding. This error occurs when the printer is working. The
error can occur when communication between supply chips is unstable due to an unknown problem.

● 10.00.B1 Black toner cartridge

● 10.05.B1 Black 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 and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, escalate a ticket to the GBU with diagnostic data (.jdp log).

10.05.15 Drum Unit Not Installed

The imaging drum unit is not installed or not installed correctly in the printer.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

Part number: W9086-67001, Imaging drum unit

Recommended action for onsite technicians

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

38 Chapter 6 Numerical control panel messages

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

2. Remove and reinstall the imaging drum.

a. Open the right side door.

b. Loosen the thumb screw.

c. Disengage the locking lever.

d. Slide the imaging drum unit out.

3. Check if the imaging drum is installed correctly and that the screw is correctly seated. If the
imaging drum is damaged, replace the image drum unit.

Part number: W9086-67001

For instructions: see the Service Manual for this product.

Recommended action for onsite technicians 39

 4. Check if the CRUM harness of the imaging drum unit is connected correctly.

a. Check if the CRUM connector of the drum unit is broken or is not seated correctly.

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

Part number: W9086-67001

For instructions: see the Service Manual for this product.

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

10.05.25, 10.05.35 Invalid drum unit

The imaging drum unit is not compatible with the printer.

The CRUM information of the imaging drum unit is color, but this is a monochrome printer.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

■ Install an imaging drum unit that is designed for the printer.

Part number: W9086-67001

For instructions: see the Service Manual for this product.

10.05.03
Black drum supply memory error.

Recommended action

1. Ensure the black drum is installed correctly.

40 Chapter 6 Numerical control panel messages

 a. Open the front door.

b. Remove the TCU.

c. Remove the drum unit.

d. Check the CRUM connection on the drum to ensure it is not damaged and is secure.

NOTE: The connector has some slight movement (play) when checking it manually.

e. If damaged replace the drum unit.

Part number: W9086-67001

2. If the error persists, replace the drum unit.

Part number: W9086-67001

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

Recommended action

1. Ensure the black drum is installed correctly.

a. Open the front door.

b. Remove the TCU.

c. Remove the drum unit.

d. Check the CRUM connection on the drum to ensure it is not damaged and is secure.

NOTE: The connector has some slight movement (play) when checking it manually.

e. If damaged replace the drum unit.

Part number: W9086-67001

For instructions: see the Service Manual for this product.

2. Check the RJ45 connection inside drum slot on back wall of the printer.

3. If the connector is damaged replace the toner CRUM module assembly.

Part number: JC39-02214A

For instructions: See the Service Manual for this product.

4. If the error persists, replace the drum unit.

Part number: W9086-67001

For instructions: see the Service Manual for this product.

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

10.05.58
Black drum has been replaced.

New Supply has been installed.

Recommended action 41
 ■ No action necessary.

This is an information only message.

10.05.59
Use supply has been installed.

The black drum has been replaced with a used supply.

■ No action necessary.

This is an information only message.

10.05.60 Drum unit Low

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

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

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

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

Imaging drum unit: W9086-67001

For instructions: see the Service Manual for this product.

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

10.05.69, 10.05.70 Drum unit worn

The lifespan of the imaging unit is more than the permitted value.

The drum unit is past its usable life and needs to be replaced.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover and remove the toner collection unit.

42 Chapter 6 Numerical control panel messages

 2. Remove the toner collection unit.

3. Remove the imaging drum

4. Install a new inaging drum

Imaging drum unit: W9086-67001

For instructions: see the Service Manual for this product.

5. Reinstall the toner collection unit.

6. Close the front cover.

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

10.23.15, 10.26.15 Fuser assembly not installed

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

Recommended action for customers

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, send a technician to replace the part below.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

2. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A

10.23.15, 10.26.15 Fuser assembly not installed 43

 For instructions: see the Service Manual for this printer.

3. Check the connector inside the printer that connects to the fuser. If the connector is damaged,
replace the fuser connector assembly.

Part number: JC39-02810A, Fuser drawer connector

4. If the problem persists, replace the fuser.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A
For instructions: see the Service Manual for this printer.

10.23.35, 10.26.35 Incompatible Fuser Assembly

The fusing assembly is not compatible with the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

44 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Install a fuser that is designed for this printer.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A
For instructions: see the Service Manual for this printer.

CAUTION: The fuser might be hot.

10.23.B1 Supply RPC Timeout Error

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

An alarm indicates that the supply is not responding. This error occurs when the printer is working. This
error can occur when communication between supply chips is unstable due to an unknown problem.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the problem persists, escalate a ticket to the GBU with a diagnostic data (.jdp log).

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

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

Recommended action for call-center agents 45

 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, send a technician to replace the part below.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace the fuser unit.

CAUTION: The fuser might be hot.

100V fuser - Part number: 5PN53A

110V fuser - Part number: 5PN76A
220V fuser - Part number: 5PN77A
For instructions: see the Service Manual for this printer.

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

10.31.15 Toner collection unit not installed

The toner collection unit (TCU) is almost full.

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

Recommended action for customers

1. Install a new toner collection unit.

a. Open the front cover.

46 Chapter 6 Numerical control panel messages

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

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

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

1. Remove the toner collection unit.

2. Check the toner collection sensor and sensor fin for damage. If the fin on the TCU is damaged
replace the TCU.

Toner collection unit: W9016-67001

For instructions: see the Service Manual for this product.

Recommended action for call-center agents and onsite technicians 47

 Figure 6-1 TCU sensors and fin

3. Check if the toner collection unit sensor and toner full sensor operate correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Sensors

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

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

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

Toner collection unit detection sensor: 0604-001393

For instructions: see the Service Manual for this product.
Toner collection unit full sensor: JC93-00492A
For instructions: see the Service Manual for this product.

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

Toner collection unit: W9016-67001

For instructions: see the Service Manual for this product.

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

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

48 Chapter 6 Numerical control panel messages

Recommended action for customers

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade the
firmware from HP.com. For all other "Toner Collection Unit Almost Full" messages complete the
following steps.

2. Install a new toner collection unit.

a. Open the front cover.

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

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

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade the
firmware from HP.com. For all other "Toner Collection Unit Almost Full" messages complete the
following steps.

2. Remove the toner collection unit.

Recommended action for customers 49

 3. Check the toner collection sensor and sensor fin for damage. If the fin on the TCU is damaged
replace the TCU.

Part number: W9016-67001

For instructions: see the Service Manual for this product.

Figure 6-2 TCU sensors and fin

4. Check if the toner collection unit sensor and toner full sensor operate correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Sensors

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

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

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

Toner collection unit detection sensor: 0604-001393

For instructions: see the Service Manual for this product.
Toner collection unit full sensor: JC93-00492A
For instructions: see the Service Manual for this product.

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

Part number: W9016-67001

For instructions: see the Service Manual for this product.

50 Chapter 6 Numerical control panel messages

10.32.60 Developer low
The volume in the developer unit is low. This error occurs every time that you try to use 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

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part number: 5PN82-67002

For instructions: see the Service Manual for this product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Reset Supplies

b. On the Information tab, select Supply Status.

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

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

e. After performing the reset, you must run the toner concentration initialization by selecting TC
Init in the same menu screen.

f. Exit service mode by touching the home button.

10.37.15 PTB Not Installed

The paper transfer belt (PTB) is not installed.

Recommended action for customers

1. Turn the printer off and then on.

10.32.60 Developer low 51

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

Recommended action for call-center agents and onsite technicians

1. Check whether the paper transfer belt is installed correctly. Install it if it is not installed.

2. If it is installed correctly, then check whether it is a genuine HP product, and then reinstall it.

3. Replace the paper transfer belt (PTB), and then reset the kit count.

Part number: 5PN85-67001

For instructions: see the Service Manual for this product.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 03082622.

● Reset Supplies

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

4. If the error persists, replace the HVPS board.

Part number: 5QK09-60001

For instructions: see the Service Manual for this product.

10.37.35 Invalid PTB

The paper transfer belt is not compatible with the printer.

The PTB installed in the set is not a genuine HP supply or is otherwise incorrect, or a connection error
causes the information to be read incorrectly.

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Check whether the paper transfer belt is installed correctly or install if it is not installed.

2. If it is installed, then check whether it is a genuine HP product, and then reinstall it.

3. Replace the paper transfer belt PTB, and then reset the kit count.

Part number: 5PN85-67001

52 Chapter 6 Numerical control panel messages

 For instructions: see the Service Manual for this product.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 03082622.

● Reset Supplies

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

4. If the error persists, replace the HVPS board.

Part number: 5QK09-60001

For instructions: see the Service Manual for this product.

10.37.60 PTB Low

The paper transfer belt PTB lifespan remaining is within 1% of the value estimated by the usage.

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

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

■ Purchase a new PTB to replace the current one when its lifespan expires.

Part number: 5PN85-67001

For instructions: see the Service Manual for this product.

10.37.69 or 10.37.70 PTB Worn

The paper transfer belt PTB lifespan has reached a value of 0% and has expired.

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

Recommended action for customers

1. Turn the printer off and then on.

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

10.37.60 PTB Low 53

 Recommended action for call-center agents and onsite technicians

1. Replace the PTB.

Part number: 5PN85-67001

For instructions: see the Service Manual for this product.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 03082622.

● Reset Supplies

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

10.38.15 Toner Collection Duct Install Error

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover and check to see if the waste duct is installed correctly. For example, make
sure both sides are hooked in correctly.

2. If the error persists, remove and reinstall the Waste toner duct unit.

10.99.40
Transition of at least one non_HP to genuine HP supply.

■ No action necessary.

This is an information only message.

54 Chapter 6 Numerical control panel messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

2. If the error persists, remove and reinstall the formatter. Make sure it is fully seated.

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

13.WX.YZ error messages

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

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

Message format: 13.WX.YZ

● W represents the jam location.

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

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

11.* errors 55
 ● Z represents the paper source, fuser mode, or destination

Table 6-1 Potential values for W and X

W Jam location X Sensor or door

A Input area 0 Envelope feeder

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

registration sensor)

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

registration sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

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)

56 Chapter 6 Numerical control panel messages

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

W Jam location X Sensor or door

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

D Duplex area F Multiple sensors or doors

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

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area

E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area

E Output or intermediate paper transport unit A Door 1

(IPTU) area

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

(IPTU) area

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

stuck in several areas)

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

13.* errors 57
 Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

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

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

58 Chapter 6 Numerical control panel messages

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

W Jam location X Sensor or door

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

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

Y Jam condition

0 Unknown

1 Unexpected sheet (duplex)

2 Staple jam

3 Jam caused by an open door (duplex)

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

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

B Multifeed

C Wrap

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

E Door open

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

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

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

Paper location Z Source, fuser mode, or destination

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

represents the paper source.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

13.* errors 59
 Table 6-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

Z represents the paper source. D Duplexer

Z represents the paper source. E Envelope feeder

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

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

Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.

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

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

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

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

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

60 Chapter 6 Numerical control panel messages

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

Paper location Z Source, fuser mode, or destination

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

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

● Make sure the printing environment is within recommended specifications.

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

● Do not overload the tray with paper.

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

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

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

Recommended action for customers 61

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

13.A7.A4 (Dual-cassette feeder)

A paper stay jam occurred in Tray 4

The paper did not leave the Tray 4 feed sensor or the feed2 sensor when printing from Tray 4 in the
Dual-cassette feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Ensure that the trays are not filled above the fill mark on the tray.

62 Chapter 6 Numerical control panel messages

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

4. Make sure the printer settings values match the paper (for example, the paper size and type).

5. Close the door and tray. The printer retries to feed paper.

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 right door. Remove any jammed paper found.

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

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

Recommended action for onsite technicians

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

Recommended action for call-center agents 63

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

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

3. If there were multiple jammed sheets, check the rollers.

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

4. Turn the printer off and then on again to see if the error message persists.

64 Chapter 6 Numerical control panel messages

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

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

7. Check the registration sensor.

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

Recommended action for onsite technicians 65

 b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Part number:
Registration sensor: 0604-001381
For instructions: see the Service Manual for this product.
or
Registration unit: 5QK13-60101
For instructions: see the Service Manual for this product.

13.A7.A4 (High-capacity input feeder)

A paper stay jam occurred from Tray 4.

The paper did not leave the Tray 4 feed sensor or the feed2 sensor when printing from Tray 4 in the
High-capacity input feeder (HCI).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

66 Chapter 6 Numerical control panel messages

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

2. Ensure that the trays are not filled above the fill mark on the tray.

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

4. Make sure the printer settings values match the paper (for example, the paper size and type).

5. Close the door and tray. The printer retries to feed paper.

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 right door. Remove any jammed paper found.

Recommended action for call-center agents 67

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

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

Recommended action for onsite technicians

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

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

2. If there were multiple jammed sheets, check the rollers.

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

3. Turn the printer off, and then on again, to see if the error persists.

68 Chapter 6 Numerical control panel messages

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

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

6. Check the registration sensor.

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

Recommended action for onsite technicians 69

 b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Feed > Regi sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Registration sensor: 0604-001381

For instructions: see the Service Manual for this printer.
or
Registration unit: 5QK13-60101
For instructions: see the Service Manual for this printer.

7. Check the feed motor.

a. Run the sensor diagnostic test for the feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper path > Feed > Tray1 Feed Motor

70 Chapter 6 Numerical control panel messages

 Check the motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

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

Feed motor: JC31-00189A

For instructions: see the Service Manual for this printer.

13.A7.A5
A paper stay jam occurred from Tray 5.

The paper did not leave the Tray 5 feed sensor or the feed2 sensor when printing from Tray 5 in the
Dual-cassette feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.A7.A5 71
 1. Open the right door. Remove any jammed paper found.

2. Ensure that the trays are not filled above the fill mark on the tray.

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

4. Make sure the printer settings values match the paper (for example, the paper size and type).

5. Close the door and tray. The printer retries to feed paper.

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 right door. Remove any jammed paper found.

72 Chapter 6 Numerical control panel messages

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

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

Recommended action for onsite technicians

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

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

2. Turn the printer off, and then on again, to see if the error persists.

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

Recommended action for onsite technicians 73

 4. If a paper jam occurs, check the point where the paper leading edge stopped. Look for a foreign
substance, a deformed shape, or other paper path obstructions.

5. Check the registration sensor.

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

b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

74 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Part number:
Registration sensor: 0604-001381
For instructions: see the Service Manual for this product.
or
Registration unit: 5QK13-60101 (Upper assembly)
For instructions: see the Service Manual for this product.

6. If there were multiple jams, check the pick-up roller and the reverse roller.

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

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

c. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

Recommended action for onsite technicians 75

 13.A7.D4 / 13.A7.D5 (Dual-cassette feeder)
A paper jam occurred from Tray 4 or Tray 5.

The paper failed to reach the Tray 4 feed sensor when feeding from Tray 4 or 5 ( Pickup failure ) in the
Dual-cassette feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Open the right cover of Tray 4 and remove any jammed paper from the tray.

3. Ensure that the trays are not filled above the fill mark on the tray.

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

5. Make sure the printer settings values match the paper (for example, the paper size and type).

76 Chapter 6 Numerical control panel messages

 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 right door. Remove any jammed paper found.

2. Open the right cover of Tray 4 and remove any jammed paper from the tray.

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

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

Recommended action for onsite technicians

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

Recommended action for call-center agents 77

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

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

3. Turn the printer off, and then on again, to see if the error persists.

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

5. Check the rollers (Tray 4 and Tray 5).

78 Chapter 6 Numerical control panel messages

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

6. Check the Tray 4 feed sensor.

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

b. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 4 > Tray 4 Feed Sensor

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

c. Cover the sensor to see if the value changes.

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

e. If the error persists, replace the sensor as needed.

Part number: 0604-001490

Recommended action for onsite technicians 79

 For instructions: see the Service Manual for this product.

7. Check the registration sensor.

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

b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

80 Chapter 6 Numerical control panel messages

 d. Replace the sensor as needed.

Registration sensor: 0604-001381

For instructions: see the Service Manual for this product.
or
Registration unit: 5QK13-60101 (Upper assembly)
For instructions: see the Service Manual for this product.

13.A7.D4 (High-capacity input feeder)

A paper jam occurred from Tray 4.

The paper failed to reach the Tray 4 feed sensor when printing from Tray 4 in the High-capacity input
feeder (HCI).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

13.A7.D4 (High-capacity input feeder) 81

 2. Open the right cover of Tray 4 and remove any jammed paper from the tray.

3. Ensure that the trays are not filled above the fill mark on the tray.

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

5. Make sure the printer settings values match the paper (for example, the paper size and type).

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 right door. Remove any jammed paper found.

82 Chapter 6 Numerical control panel messages

 2. Open the right cover of Tray 4 and remove any jammed paper from the tray.

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

Recommended action for onsite technicians 83

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

3. Turn the printer off, and then on again, to see if the error persists.

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

5. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage, or
paper dust.

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

b. Check the life span of the rollers by printing the following report: Support Tools> Service>
Advanced Service > Service Reports > Supplies Information Report.

84 Chapter 6 Numerical control panel messages

6. Check the Tray 4 pickup motor (HCI).

a. Run the sensor diagnostic test for the Tray 4 pickup motor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray4
> Tray4 Pickup Motor.

Check the motor sound.

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

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

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

Part number: JC93-01115A

For instructions: see the Service Manual for this printer.

7. Check the Tray 4 feed sensor.

Recommended action for onsite technicians 85

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

b. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray 4 Feed Sensor.

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

c. Cover the sensor to see if the value changes.

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

e. If the error persists, replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

8. Check the Tray4 Shift plate end sensor (HCI).

a. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray 4 Shift Plate End
Sensor.

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

86 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Part number: 0604-001393

For instructions: see the Service Manual for this printer.

13.A7.FF (Dual-cassette feeder)

Residual paper jam at the Tray 4 feed sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

Follow these troubleshooting steps in the order presented.

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

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

13.A7.FF (Dual-cassette feeder) 87

 3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on again, to see if the error persists.

3. If the sensor is still sensing paper, remove any paper or foreign substances on the Tray 4 feed
sensor.

4. Check the Tray 4 feed sensor.

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

b. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Feed Sensor.

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

c. Cover the sensor to see if the value changes.

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

e. If the error persists, replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.A8.A3
The paper did not leave the feed2 sensor when printing from Tray 3.

88 Chapter 6 Numerical control panel messages

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

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

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

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for customers 89

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

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

2. If there were multiple jams, check the pick-up roller and the reverse roller.

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

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

c. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

3. Turn the printer off, and then on again, to see if the error persists.

90 Chapter 6 Numerical control panel messages

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

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

6. Clean the feed 2 sensor using a lint-free cloth.

13.A8.A5/13.A8.A6 (sHCI)
The paper did not leave the feed2 sensor when printing from Tray 5 or 6 in the side high-capacity input
tray (sHCI).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.A8.A5/13.A8.A6 (sHCI) 91
 1. Open the right door. Remove any jammed paper found.

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

Follow these troubleshooting steps in the order presented.

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

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

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

92 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

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

2. If there were multiple jams, check the pick-up roller and the reverse roller.

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

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

c. Check the life span of the rollers by printing the following report: Support Tools> Service>
Advanced Service > Service Reports > Supplies Information Report.

3. Turn the printer off, and then on again, to see if the error persists.

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

Recommended action for onsite technicians 93

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

6. Check the registration sensor.

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

b. Run the sensor diagnostic test for the registration sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Paper path > Regi
Sensor.

Cover the sensor to see if the value changes.

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

94 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Part number: Registration sensor: 0604-001381 or Registration unit: 5QK13-60101 (Upper

assembly)
For Registration sensor instructions: See the Service manual for this printer.
For Registration unit instructions: . See the Service Manual for this printer.

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.A8.D1 95
 1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from tray 1.

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

96 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

2. Remove any jammed paper from Tray 1.

Recommended action for call-center agents 97

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

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

98 Chapter 6 Numerical control panel messages

2. Remove any jammed paper from Tray 1.

3. Turn the printer off, and then on again, to see if the error persists.

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

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

6. Check the Tray 1 pick-up and feed rollers for wear, damage, or paper dust.

Clean the rollers with a damp, lint free cloth.

Recommended action for onsite technicians 99

 7. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

8. Check the Tray 1 feed motor.

a. Run the diagnostic test for the Tray 1 feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 1 Feed Motor
Listen to the feed motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

100 Chapter 6 Numerical control panel messages

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

Feed motor: JC31-00189A

For instructions: see the Service Manual for this printer.

9. Check the registration sensor.

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

b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

Recommended action for onsite technicians 101

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Registration sensor: 0604-001381

For instructions: see the Service Manual for this printer.
or
Registration unit: 5QK13-60101
For instructions: see the Service Manual for this printer.

10. Check the Tray1 solenoid.

a. Run the diagnostic test for the Tray 1 solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 1 > Tray 1 solenoid

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

102 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the Tray1
solenoid to the PCA (J38).

c. Retest the Tray1 solenoid. If the test fails, replace the Tray 1 unit.

Tray 1 unit: JC90-01844A

For instructions See the Service Manual for this printer.

11. Check the Tray 1 pickup clutch.

a. Run the diagnostic test for the Tray 1 pickup clutch:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 1 > Tray 1 pickup clutch
Listen to the clutch while the test is running.

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

Recommended action for onsite technicians 103

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the Tray1 pickup
clutch to the PCA (J61).

c. Retest the clutch. If the test fails, replace the Tray 1 unit.

Tray 1 unit: JC90-01844A

For instructions See the Service Manual for this printer.

12. Check the Tray 1 clutch.

a. Run the diagnostic test for the Tray 1 clutch:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 1 > Tray 1 clutch
Listen to the clutch while the test is running.

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

104 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the Tray1 clutch
to the PCA (J38).

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

Tray 1 clutch: JC47-00037A

For instructions: see the Service Manual for this printer.

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

13.A8.D2 105
 2. Open Tray 2 and remove any jammed paper from the tray.

3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, 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.

106 Chapter 6 Numerical control panel messages

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

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

3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

Recommended action for call center agents 107

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

108 Chapter 6 Numerical control panel messages

3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

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

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

Recommended action for onsite technicians 109

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

8. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

13.A8.D4 (Dual-cassette feeder)

A paper jam occurred from Tray 4 in the Dual-cassette feeder (DCF).

The paper failed to reach the feed2 sensor when feeding from Tray 4 in the DCF.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

110 Chapter 6 Numerical control panel messages

 3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, 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 cover of Tray 4 (on the DCF) and remove any jammed paper from the tray.

Recommended action for call-center agents 111

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

3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

112 Chapter 6 Numerical control panel messages

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

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

3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

Recommended action for onsite technicians 113

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

6. Check the rollers.

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

7. Check the Tray 4 feed motor (DCF).

a. Run the sensor diagnostic test for the Tray 4 feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 4 Feed Motor
Check the motor sound.

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

114 Chapter 6 Numerical control panel messages

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

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

Part number: JC31-00177A

For instructions: see the Service Manual for this printer.

8. Check the feed 2 sensor.

a. Clean the feed2 sensor using a lint-free cloth.

b. Run the sensor diagnostic test for the feed2 sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

Recommended action for onsite technicians 115

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.A8.D4 (High-capacity input feeder)

A paper jam occurred from Tray 4 in the High-capacity input feeder (HCI).

The paper failed to reach the feed2 sensor when feeding from Tray 4 in the HCI.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

116 Chapter 6 Numerical control panel messages

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

3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

4. Ensure that the tray width guides are set to the correct width for the paper size being loaded into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

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.

Recommended action for call-center agents 117

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

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

3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

118 Chapter 6 Numerical control panel messages

 4. Ensure that the tray width guides are set to the correct width for the paper size being loaded into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

Recommended action for onsite technicians 119

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

3. Remove Tray 4 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

5. Ensure that the tray width guides are set to the correct width for the paper size being loaded into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

6. Check the rollers.

120 Chapter 6 Numerical control panel messages

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

7. Check the Tray 4 feed motor (HCI).

a. Run the sensor diagnostic test for the Tray 4 feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 4 Feed Motor
Check the motor sound.

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

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

Recommended action for onsite technicians 121

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

Part number: JC93-01114A

For instructions: see the Service Manual for this printer.

8. Check the feed2 sensor.

a. Clean the feed2 sensor using a lint-free cloth.

b. Run the sensor diagnostic test for the feed2 sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.A8.D5/13.A8.D6 (Side high-capacity input feeder)

A paper jam occurred from Tray 5 or Tray 6 in the Side high-capacity input feeder (sHCI).

122 Chapter 6 Numerical control panel messages

 The paper failed to reach the feed2 sensor when feeding from Tray 5 or 6 (Pickup failure).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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. Remove any jammed paper found.

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

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

Recommended action for customers 123

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

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

2. Turn the printer off, and then on again, to see if the error persists.

3. Ensure that the tray width guides are set to the correct width for the paper size being loaded into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

124 Chapter 6 Numerical control panel messages

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

5. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

6. Check the Tray 5 or Tray 6 lift motor (sHCI).

a. Run the diagnostic test for the feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 6 > Tray 6 elevating motor
Check the motor sound while the test is running.

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

Recommended action for onsite technicians 125

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
sHCI PCA (sHCI-CN701).

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

Tray 5 or tray 6 lift motor: JC31-00109A

For instructions: see the Service Manual for this printer.

7. Check the feed 2 sensor.

a. Clean the feed 2 sensor using a lint-free cloth.

b. Run the sensor diagnostic test for the feed2 sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

126 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.A8.D5 (Dual-cassette feeder)

A paper jam occurred from Tray 5 in the Dual-cassette feeder (DCF).

The paper failed to reach the feed2 sensor when feeding from Tray 5 in the DCF.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the right cover of the DCF and remove any jammed paper from the tray.

13.A8.D5 (Dual-cassette feeder) 127

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

3. Remove Tray 5 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, 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.

128 Chapter 6 Numerical control panel messages

1. Open the right cover of the DCF and remove any jammed paper from the tray.

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

3. Remove Tray 5 completely from the printer and look inside the tray cavity for any jammed paper.

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

Recommended action for call-center agents 129

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right cover of the DCF and remove any jammed paper from the tray.

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

3. Remove Tray 5 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

130 Chapter 6 Numerical control panel messages

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

6. Check the rollers.

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

b. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

7. Check the Tray 4 feed motor (DCF).

a. Run the sensor diagnostic test for the Tray 4 feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 4 feed motor
Check the motor sound.

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

Recommended action for onsite technicians 131

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

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

Part number: JC31-00177A

For instructions: see the Service Manual for this printer.

8. Check the feed 2 sensor.

a. Clean the feed 2 sensor using a lint-free cloth.

b. Run the sensor diagnostic test for the feed2 sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

132 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.A8.FF
Residual paper jam at the feed2 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

13.A8.FF 133
 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 the right door. Remove any jammed paper from the area.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on again, to see if the error persists.

134 Chapter 6 Numerical control panel messages

 3. If the sensor is still sensing paper, remove any paper or foreign substances on the Feed2 sensor.

4. Check the feed2 sensor.

a. Clean the feed2 sensor using a lint-free cloth.

b. Run the sensor diagnostic test for the feed2 feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.B2.Az
A paper stay jam occurred at the registration sensor.

The paper did not leave the registration sensor when printing from tray X.

● 13.B2.A1 Stay jam when printing from tray 1

● 13.B2.A2 Stay jam when printing from tray 2

● 13.B2.A3 Stay jam when printing from tray 3

● 13.B2.A4 Stay jam when printing from tray 4

● 13.B2.A5 Stay jam when printing from tray 5

● 13.B2.A6 Stay jam when printing from tray 6

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.B2.Az 135
 1. Open the right door. Remove any jammed paper from the area.

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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

136 Chapter 6 Numerical control panel messages

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

2. If there were multiple jams, check the pick-up roller and the reverse roller.

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

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

c. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information
Report

3. Turn the printer off, and then on again to see if the error persists.

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

Recommended action for onsite technicians 137

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

6. Clean the registration sensor with a lint-free cloth.

7. Check the feed 2 sensor.

a. Clean the feed 2 sensor using a lint free cloth.

b. Run the sensor diagnostic test for the feed 2 sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Feed 2 sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

138 Chapter 6 Numerical control panel messages

 d. Replace the sensor as needed.

Part number: 0604-001490

For instructions: see the Service Manual for this printer.

13.B2.D2 Jam in tray 2

The paper did not reach the registration sensor when printing from tray 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

13.B2.D2 Jam in tray 2 139

 3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, 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. Remove any jammed paper found.

140 Chapter 6 Numerical control panel messages

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

3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, dispatch an onsite technician.

Recommended action for call center agents 141

 Recommended action for onsite technicians

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

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

3. Remove Tray 2 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

142 Chapter 6 Numerical control panel messages

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

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

7. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

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

Recommended action for onsite technicians 143

 9. Check the Feed motor.

a. Run the diagnostic test for the feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 1 feed motor
Listen to the feed motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

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

Feed motor: JC31-00189A

For instructions: see the Service Manual for this printer.

10. Check the registration sensor.

144 Chapter 6 Numerical control panel messages

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

b. Run the sensor diagnostic test for the registration sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Registration sensor: 0604-001381

Recommended action for onsite technicians 145

 For instructions: see the Service Manual for this printer.
or
Registration unit: 5QK13-60101
For instructions: see the Service Manual for this printer.

13.B2.D3 Jam in tray 3

The paper did not reach the registration sensor when printing from tray 3.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

146 Chapter 6 Numerical control panel messages

 3. Remove Tray 3 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, 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. Remove any jammed paper found.

Recommended action for call center agents 147

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

3. Remove Tray 3 completely from the printer and look inside the tray cavity for any jammed paper.

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

5. If the error persists, dispatch an onsite technician.

148 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

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

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

3. Remove Tray 3 completely from the printer and look inside the tray cavity for any jammed paper.

4. Turn the printer off, and then on again, to see if the error persists.

Recommended action for onsite technicians 149

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

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

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

8. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

150 Chapter 6 Numerical control panel messages

9. Check the Feed motor.

a. Run the diagnostic test for the feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 1 feed motor
Listen to the feed motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

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

Feed motor: JC31-00189A

For instructions: see the Service Manual for this printer.

10. Check the registration sensor.

Recommended action for onsite technicians 151

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

b. Run the sensor diagnostic test for the registration sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed >
Regi sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J45).

d. Replace the sensor as needed.

Registration sensor: 0604-001381

152 Chapter 6 Numerical control panel messages

 For instructions: see the Service Manual for this printer.
or
Registration unit: 5QK13-60101
For instructions: see the Service Manual for this printer.

13.B2.D4 (DCF)
A paper jam occurred from Tray 4 in the Dual-cassette feeder (DCF).

The paper failed to reach the tray registration sensor when feeding from Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

13.B2.D4 (DCF) 153

 Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

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

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

13.B2.D4 (HCI)
A paper jam occurred from Tray 4 in the high-capacity input feeder (HCI).

The paper failed to reach the tray registration sensor when feeding from Tray 4.

Recommended action
Follow these troubleshooting steps in the order presented.

154 Chapter 6 Numerical control panel messages

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

13.B2.D5 (DCF)
A paper jam occurred from Tray 5 in the Dual-cassette feeder (DCF).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

13.B2.D5 (DCF) 155

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

13.B2.D5/13.B2.D6 (sHCI)
A paper jam occurred from Tray 5 or Tray 6 in the Side high-capacity input feeder (sHCI).

The paper failed to reach the registration sensor when feeding from Tray 5 or 6.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

156 Chapter 6 Numerical control panel messages

 2. Open the upper cover of sHCI and check for any jammed paper.

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 the right door. Remove any jammed paper found.

Recommended action for call center agents 157

 2. Open the upper cover of sHCI and check for any jammed paper.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

158 Chapter 6 Numerical control panel messages

2. Open the upper cover of sHCI and check for any jammed paper.

3. Turn the printer off, and then on again, to see if the error persists.

4. Ensure that the tray width guides are set to the correct width for the paper size being loaded into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

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

Recommended action for onsite technicians 159

 6. Check the life span of the rollers by printing the following report:

Path: Support Tools > Service > Advanced Service > Service Reports > Supplies Information Report

7. Check the Tray 5 or Tray 6 feed motor (sHCI).

a. Run the diagnostic test for the feed motor :

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 5 or 6 feed motor
Check the motor sound while the test is running.

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

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

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

Tray 5 or 6 feed motor: JC31-00163A

For instructions: see the Service Manual for this printer.

160 Chapter 6 Numerical control panel messages

 8. Check the Tray 1 feed motor.

a. Run the diagnostic test for the Tray 1 feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Feed > Tray 1 feed motor
Listen to the feed motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

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

Feed motor: JC31-00189A

For instructions: see the Service Manual for this printer.

13.B2.DD
A paper delay jam occurred at the registration sensor.

The paper did not reach the registration sensor when printing from the duplexer.

13.B2.DD 161
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

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

2. Open the duplex path and remove any paper found.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

162 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 163

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

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

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

164 Chapter 6 Numerical control panel messages

13.B2.FF
Residual paper jam at the registration sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

Follow these troubleshooting steps in the order presented.

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

13.B2.FF 165
 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on again, to see if the error persists.

3. If the sensor is still sensing paper, remove any paper or foreign substances on the Registration
sensor.

4. Clean the sensor with a lint-free cloth.

166 Chapter 6 Numerical control panel messages

 5. Check the right door connector.

NOTE: This is an important troubleshooting step. Lowering the door too far during service can
loosen the connector.

13.B4.Dz
Paper delay jam at the loop sensor. A jam occurs because the paper failed to reach the loop detection
sensor in the required time.

● 13.B4.D1 Delay jam when printing from tray 1

● 13.B4.D2 Delay jam when printing from tray 2

● 13.B4.D3 Delay jam when printing from tray 3

● 13.B4.D4 Delay jam when printing from tray 4

● 13.B4.D5 Delay jam when printing from tray 5

● 13.B4.D6 Delay jam when printing from tray 6

● 13.B4.DD Delay jam when printing from the duplexer

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.B4.Dz 167
 1. Open the right door. Remove any jammed paper from the area.

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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

168 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

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

2. Turn the printer off, and then on again, to see if the error persists.

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

Recommended action for onsite technicians 169

 4. Open the right door and check above ITB. Remove any jammed paper found.

5. Check the Registration motor.

a. Run the diagnostic test for the feed motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Paper Path > Feed >
Registration Motor.

Listen to the motor sound during the test.

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

170 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

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

Registration motor: JC31-00189A

For instructions: see the Service Manual for this printer.

13.B4.FF
Residual paper jam at the loop sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

13.B4.FF 171
 2. Make sure the type and quality of the paper being used meets the HP specifications for 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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

2. Turn the printer off, and then on again, to see if the error persists.

172 Chapter 6 Numerical control panel messages

 3. Check the Loop sensor.

a. Check the actuator and ensure that the sensor actuator flag moves smoothly back and forth.

b. Run the sensor diagnostic test for the loop sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Feed > Loop sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Loop sensor: 0604-001393

For Loop sensor instructions: see the Service Manual for this printer.

13.B9.Az Fuser Jam

The paper did not leave the fuser out sensor.

13.B9.Az Fuser Jam 173

 NOTE: NOTE: This error is caused by the fuser out sensor, but the cause of the problem varies
depending on the output device installation status.

Z = Fuser mode

● 13.B9.A1 Printing in Auto-Sense mode Normal.

● 13.B9.A2 Printing in fuser mode Normal.

● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.

● 13.B9.A4 Printing in fuser mode Heavy 1.

● 13.B9.A5 Printing in fuser mode Heavy 2.

● 13.B9.A6 Printing in fuser mode Heavy 3.

● 13.B9.A7 Printing in fuser mode Glossy paper 1.

● 13.B9.A8 Printing in fuser mode Glossy paper 2.

● 13.B9.A9 Printing in fuser mode Glossy paper 3.

● 13.B9.AB Printing in fuser mode Transparency.

● 13.B9.AC Printing in fuser mode Label.

● 13.B9.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

174 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

2. Turn the printer off, and then on again, to see if the error persists.

Recommended action for call-center agents 175

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

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

5. Clean the fuser out sensor using a lint-free cloth.

6. Check the entrance sensor of the inner finisher (S1).

176 Chapter 6 Numerical control panel messages

 a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Inner finisher > Entrance > Entrance sensor
Cover the sensor to see if the value changes.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.

c. Replace the sensor as needed.

Inner Finisher Entrance sensor: 0604-001381

For instructions: see the Service Manual for this printer.

7. Check the entrance motor of the inner finisher.

a. Run the diagnostic test for the feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Inner finisher > Entrance > Entrance motor
Listen to the motor sound during the test.

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

Recommended action for onsite technicians 177

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA.

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

Entrance motor: JC31-00169B

For instructions: see the Service Manual for this printer.

8. If none of the steps above resolve the error, replace the fuser.

Part number:
100V: 5PN53-67001
110V: 5PN76-67001
220V: 5PN77-67001
For instructions: See the Service manual for this printer.

Determine if a finisher is installed

Look at the printer to determine if a finisher is installed, and which finisher is installed.

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.B9.Az error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

178 Chapter 6 Numerical control panel messages

Inner finisher

Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Determine if a finisher is installed 179

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler/Stacker and Booklet finisher

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

180 Chapter 6 Numerical control panel messages

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Recommended action for onsite technicians: no finisher installed

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

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

Figure 6-3 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

Recommended action for onsite technicians: no finisher installed 181

 3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 6-4 Check the fuser for a jam

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

182 Chapter 6 Numerical control panel messages

 b. Run test 102-0361, the Fuser out sensor test.

Figure 6-5 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser out sensor
and the formatter.

e. If the wire harness connection is good, replace the fuser out sensor or arm if damaged.

Loop actuator part number: JC66-04572A

Fuser out sensor part number: 0960-5271
For Loop actuator instructions: see the Service Manual for this printer.
For Fuser out sensor instructions: see the Service Manual for this printer

5. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

Recommended action for onsite technicians: no finisher installed 183

 For instructions: see the Service Manual for this printer.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

6. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 6-6 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

d. Run test 101–0280, Return Gate Solenoid test.

184 Chapter 6 Numerical control panel messages

 e. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-7 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gate solenoid instructions: see the Service Manual for this printer.
For Exit unit instructions: see the Service Manual for this printer

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar.
If so, remove them carefully.

Figure 6-8 Burr at the parting line of the return gate duplex

h. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

For instructions: see the Service Manual for this printer

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For instructions: see the Service Manual for this printer

Recommended action for onsite technicians: inner finisher installed

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

Recommended action for onsite technicians: inner finisher installed 185

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

Figure 6-9 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 6-10 Check the fuser for a jam

4. If the error continues, use the control panel menu or HP Embedded Web Server to view or print a
Configuration Page. Verify the device firmware version. If the firmware version is 4.11.0.1, upgrade
the firmware version to 4.11.0.2 or newer.

NOTE: A 13.B9.A1 or 13.60.D1 jam error is displayed on the control panel of an HP Color LaserJet
Managed MFP E87640, E87640, or E87660 printer after installing firmware version 4.11.0.1, when an
internal or external finisher is installed. Paper jams are experienced from all trays in the exit section.

186 Chapter 6 Numerical control panel messages

 For a way to work around this error, search for the following topic in WISE: HP Color LaserJet
Managed MFP E87640, E87650, or E87660 – 13.B9.Az or 13.60.Dz jam error.

5. If the device firmware version is not 4.11.0.1 and the error persists, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-11 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser out sensor
and the formatter.

e. If the wire harness connection is good, replace the fuser out sensor or arm if damaged.

Loop actuator part number: JC66-04572A

Fuser out sensor part number: 0960-5271
For Loop actuator instructions: see the Service Manual for this printer.
For Fuser out sensor instructions: see the Service Manual for this printer

6. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

Recommended action for onsite technicians: inner finisher installed 187

 ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

For instructions: see the Service Manual for this printer.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

7. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 6-12 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

188 Chapter 6 Numerical control panel messages

 iv. Advanced Diagnostics

v. Component Tests

d. Run test 101–0280, Return Gate Solenoid test.

e. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-13 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gave solenoid instructions: see the Service Manual for this printer.
For Exit unit instructions: see the Service Manual for this printer

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar.
If so, remove them carefully.

Figure 6-14 Burr at the parting line of the return gate duplex

h. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

For Exit unit instructions: see the Service Manual for this printer

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For Exit unit instructions: see the Service Manual for this printer

8. If the error continues, check the inner finisher entrance motor.

Recommended action for onsite technicians: inner finisher installed 189

 a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 113-0501, Finisher Entrance Motor.

c. If the motor does not work, check the wire harness connection between the motor and the
inner finisher main PCA.

d. If the wire harness connection is good, replace the motor.

Inner finisher entrance motor part number: JC31-00169B

For instructions: see the Service Manual for this printer.

9. If the problem continues, check the finisher entrance sensor (callout S1).

Figure 6-15 Inner finisher entrance unit location

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

190 Chapter 6 Numerical control panel messages

 b. Run test 113-0350, Finisher Entrance Sensor.

c. If the motor does not work, check the wire harness connection between the sensor and the
inner finisher main PCA.

d. If the wire harness connection is good, replace the sensor.

Inner finisher entrance sensor part number: 0604-001381

For instructions: See the Service Manual for this printer.

10. If the error continues, elevate the case using standard support processes.

Recommended action for onsite technicians: finisher installed

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

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

Figure 6-16 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

Recommended action for onsite technicians: finisher installed 191

 3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 6-17 Check the fuser for a jam

4. If the error continues, use the control panel menu or HP Embedded Web Server to view or print a
Configuration Page. Verify the device firmware version. If the firmware version is 4.11.0.1, upgrade
the firmware version to 4.11.0.2 or newer.

NOTE: A 13.B9.A1 or 13.60.D1 jam error is displayed on the control panel of an HP Color LaserJet
Managed MFP E87640, E87640, or E87660 printer after installing firmware version 4.11.0.1, when an
internal or external finisher is installed. Paper jams are experienced from all trays in the exit section.
For a way to work around this error, search for the following topic in WISE: HP Color LaserJet
Managed MFP E87640, E87650, or E87660 – 13.B9.Az or 13.60.Dz jam error.

5. If the device firmware version is not 4.11.0.1 and the error persists, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

192 Chapter 6 Numerical control panel messages

 b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-18 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the formatter.

e. If the wire harness connection is good, replace the fuser out sensor or arm if damaged.

Loop actuator part number: JC66-04572A

Fuser out sensor part number: 0960-5271
For Loop actuator instructions: see the Service Manual for this printer.
For Fuser out sensor instructions: see the Service Manual for this printer

6. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

Recommended action for onsite technicians: finisher installed 193

 For instructions: see the Service Manual for this printer.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

7. Check the exit unit.

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 6-19 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

d. Run test 101–0280, Return Gate Solenoid test.

194 Chapter 6 Numerical control panel messages

e. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-20 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit 1 unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gave solenoid instructions: see the Service Manual for this printer.
For Exit unit instructions: see the Service Manual for this printer

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar.
If so, remove them carefully.

Figure 6-21 Burr at the parting line of the return gate duplex

h. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

For instructions: see the Service Manual for this printer

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For instructions: see the Service Manual for this printer

Recommended action for onsite technicians: finisher installed 195

 8. If the error persists, check the finisher bridge entrance motor (M14).

Figure 6-22 Finisher bridge unit

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 113-2560, 2Bin Finisher Bridge feed motor.

c. If the motor does not work, check the wire harness connection between the motor and the
booklet finisher main PCA.

d. If the wire harness connection is good, replace the motor.

Booklet finisher entrance motor part number: JC93-01152A

For instructions: see the Service Manual for this printer.

9. If the error continues, replace the booklet finisher bridge entrance sensor.

Booklet finisher bridge entrance sensor part number: JC32-00020A

For instructions: See the Service Manual for this printer.

10. If the error continues, elevate the case using standard support processes.

13.B9.Cz
Fuser jam error.

196 Chapter 6 Numerical control panel messages

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

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

2. Check the jammed paper inside the fuser.

a. a. Use the green tab on the left side of the fuser to open the fuser access door

b. b. Look behind the open fuser access door for jammed or wrapped media, and remove any
found.

3. 5. Check OPC if there is a jammed paper. Remove any jammed paper found

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

Recommended action for customers 197

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

2. Check the jammed paper inside the fuser.

a. a. Use the green tab on the left side of the fuser to open the fuser access door

b. b. Look behind the open fuser access door for jammed or wrapped media, and remove any
found.

3. 5. Check OPC if there is a jammed paper. Remove any jammed paper found

4. If the error persists, dispatch an onsite technician.

It is recommended the technician prepares the parts below before visiting the customer.

198 Chapter 6 Numerical control panel messages

 Fuser part number: 5PN53-67001 (100V)
Fuser part number: 5PN76-67001 (110V)
Fuser part number: 5PN77-67001 (220V)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Use the green tab on the left side of the fuser to open the fuser access door.

3. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

4. Turn the printer off, and then on again, to see if the error persists.

5. If the error persists, replace the fuser.

13.B9.Dz
The paper failed to reach the fuser out sensor in required time.

Z = tray printing from

● 13.B9.D1 Fuser delivery delay jam when printing from tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from tray 2.

Recommended action for onsite technicians 199

 ● 13.B9.D3 Fuser delivery delay jam when printing from tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from tray 5.

● 13.B9.D6 Fuser delivery delay jam when printing from tray 6.

● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Check the jammed paper inside the fuser.

a. a. Use the green tab on the left side of the fuser to open the fuser access door

b. b. Look behind the open fuser access door for jammed or wrapped media, and remove any
found.

200 Chapter 6 Numerical control panel messages

 3. 5. Check OPC if there is a jammed paper. Remove any jammed paper found

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

2. Check the jammed paper inside the fuser.

a. a. Use the green tab on the left side of the fuser to open the fuser access door

b. b. Look behind the open fuser access door for jammed or wrapped media, and remove any
found.

Recommended action for call-center agents 201

 3. 5. Check OPC if there is a jammed paper. Remove any jammed paper found

4. If the error persists, dispatch an onsite technician.

It is recommended the technician prepares the parts below before visiting the customer.
Fuser part number: 5PN53-67001 (100V)
Fuser part number: 5PN76-67001 (110V)
Fuser part number: 5PN77-67001 (220V)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Check the jammed paper inside the fuser.

a. a. Use the green tab on the left side of the fuser to open the fuser access door

b. b. Look behind the open fuser access door for jammed or wrapped media, and remove any
found.

202 Chapter 6 Numerical control panel messages

3. Turn the printer off, and then on again, to see if the error persists.

4. Check the point where the paper leading edge stopped.

Look for a foreign substance, a deformed shape, or other paper path obstructions.

5. Clean the fuser out sensor using a lint-free cloth.

Recommended action for onsite technicians 203

 6. 5. Check OPC if there is a jammed paper. Remove any jammed paper found

7. If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, search for the following document in WISE: "HP LaserJet Enterprise E87640-E87660,
E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve" (c06119497)

13.B9.FF
Residual paper jam at the fuser out sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

Follow these troubleshooting steps in the order presented.

204 Chapter 6 Numerical control panel messages

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on again, to see if the error persists.

Recommended action for onsite technicians 205

 3. Check the fuser out sensor.

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

b. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Fuser Out sensor
Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Fuser out sensor: 0960-5271

For instructions: see the Service Manual for this printer.

Determine if a finisher is installed

Look at the printer to determine if a finisher is installed, and which finisher is installed.

206 Chapter 6 Numerical control panel messages

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.B9.Az error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Inner finisher

Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Determine if a finisher is installed 207

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler/Stacker and Booklet finisher

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

208 Chapter 6 Numerical control panel messages

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Recommended action for onsite technicians: no finisher installed

Follow these troubleshooting steps in the order presented.

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

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

Figure 6-23 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If a paper jam or obstruction is
found, remove it.

Recommended action for onsite technicians: no finisher installed 209

 3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-24 Open the fuser access door

4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 6-25 Check the fuser for a jam

210 Chapter 6 Numerical control panel messages

5. Clean the fuser out sensor using a lint-free cloth.

Figure 6-26 Fuser out sensor location

Figure 6-27 Clean sensor

6. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

Recommended action for onsite technicians: no finisher installed 211

 b. Run test 102-0361, the Fuser out sensor test.

Figure 6-28 Fuser out sensor location

c. If the sensor operation is normal, move to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser out sensor
and the formatter.

If either of the harnesses are damaged, replace the harness.

Fuser out sensor harness part number: 5QK03-50001
Harness part number (from Formatter) : JC39-02586A

e. If the wire harness connection is good, replace the fuser out sensor if damaged.

Fuser out sensor part number: 0960-5271

For Fuser out sensor instructions:
see the Service Manual for this printer

7. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

212 Chapter 6 Numerical control panel messages

 d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

For instructions: see the Service Manual for this printer.

8. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. Open the following menu to check the return gate solenoid.

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

c. Run test 101–0280, Return Gate Solenoid test.

d. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-29 Check return gate duplex movement when the return gate solenoid operates

e. If the wire harness connection is good, replace the return gate solenoid or exit unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gate solenoid instructions: see the Service Manual for this printer.
For Exit unit instructions:
see the Service Manual for this printer

f. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

Recommended action for onsite technicians: no finisher installed 213

 For instructions: see the Service Manual for this printer

g. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For instructions:
see the Service Manual for this printer

9. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: .
see the Service Manual for this printer

Recommended action for onsite technicians: inner finisher installed

Follow these troubleshooting steps in the order presented.

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

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

Figure 6-30 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check if there is any obstruction or paper jammed inside the printer. If a paper jam or obstruction is
found, remove it.

214 Chapter 6 Numerical control panel messages

4. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-31 Open the fuser access door

5. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 6-32 Check the fuser for a jam

Recommended action for onsite technicians: inner finisher installed 215

 6. Clean the fuser out sensor using a lint-free cloth.

Figure 6-33 Fuser out sensor location

Figure 6-34 Clean sensor

7. Open the finisher door.

216 Chapter 6 Numerical control panel messages

8. Use the release lever to slide the inner finisher away from the printer.

9. Check for an obstruction or paper jammed inside the inner finisher. If there is, remove it.

Figure 6-35 Check the inner finisher for a jam

10. Check for a bin-full actuator is in the correct position. If bin-full actuator is not folded, then it can
cause a paper jam. Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then
rotate the actuator as shown until it snaps into the locking clip.

Figure 6-36 Check bin-full actuator position

Recommended action for onsite technicians: inner finisher installed 217

 Figure 6-37 Ensure that the actuator is positioned correctly

11. Check the fuser out sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-38 Fuser out sensor location

c. If the sensor operation is normal, move to the next step for checking the fuser and exit drive
unit.

d. If the sensor does not work, check the wire harness connection between the fuser out sensor
and the formatter.

If either of the harnesses are damaged, replace the harness.

Fuser out sensor harness part number: 5QK03-50001
Harness part number (from Formatter) : JC39-02586A

218 Chapter 6 Numerical control panel messages

 e. If the wire harness connection is good, replace the fuser out sensor if damaged.

Fuser out sensor part number: 0960-5271

For Fuser out sensor instructions:
see the Service Manual for this printer

12. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

For instructions: see the Service Manual for this printer.

13. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. Open the following menu to check the return gate solenoid.

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

c. Run test 101–0280, Return Gate Solenoid test.

Recommended action for onsite technicians: inner finisher installed 219

 d. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-39 Check return gate duplex movement when the return gate solenoid operates

e. If the wire harness connection is good, replace the return gate solenoid or exit unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gate solenoid instructions: see the Service Manual for this printer.
For Exit unit instructions:
see the Service Manual for this printer

f. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

For instructions: see the Service Manual for this printer

g. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For instructions:
see the Service Manual for this printer

14. If the error continues, check the inner finisher entrance motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 113-0501, Finisher Entrance Motor.

220 Chapter 6 Numerical control panel messages

 c. If the motor does not work, check the wire harness connection between the motor and the
inner finisher main PCA.

d. If the wire harness connection is good, replace the motor.

Inner finisher entrance motor part number: JC31-00169B

For instructions: .
see the Service Manual for this printer

15. If the problem continues, check the finisher entrance sensor (callout S1).

Figure 6-40 Inner finisher entrance unit location

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

b. Run test 113-0350, Finisher Entrance Sensor.

c. If the motor does not work, check the wire harness connection between the sensor and the
inner finisher main PCA.

d. If the wire harness connection is good, replace the sensor.

Inner finisher entrance sensor part number: 0604-001381

For instructions: .
See the Service Manual for this printer

Recommended action for onsite technicians: inner finisher installed 221

 16. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

17. If the error continues, elevate the case using standard support processes.

Recommended actions for onsite technicians: Stapler stacker or Booklet finisher installed
Follow these troubleshooting steps in the order presented.

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

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

Figure 6-41 Open the right door

2. Check if there is any obstruction or paper jammed inside the printer. If a paper jam or obstruction is
found, remove it.

222 Chapter 6 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-42 Open the fuser access door

4. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 6-43 Check the fuser for a jam

5. Close the right door.

Recommended actions for onsite technicians: Stapler stacker or Booklet finisher installed 223
 6. Open the Bridge cover.

7. Check for an obstruction or paper jammed inside the finisher bridge unit. If paper or obstruction is
found, remove it.

8. Check for a bin-full actuator is in the correct position. If bin-full actuator is not folded, then it can
cause a paper jam. Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then
rotate the actuator as shown until it snaps into the locking clip.

Figure 6-44 Check bin-full actuator position

Figure 6-45 Ensure that the actuator is positioned correctly

224 Chapter 6 Numerical control panel messages

9. Clean the fuser out sensor using a lint-free cloth.

Figure 6-46 Fuser out sensor location

Figure 6-47 Clean sensor

10. Check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Sensors

Recommended actions for onsite technicians: Stapler stacker or Booklet finisher installed 225
 b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-48 Fuser out sensor location

c. If the sensor operation is normal, move to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the formatter.

If either of the harnesses are damaged, replace the harness.

Fuser out sensor harness part number: 5QK03-50001
Harness part number (from Formatter): JC39-02586A

e. If the wire harness connection is good, replace the fuser out sensor or arm if damaged.

Fuser out sensor part number: 0960-5271

For Fuser out sensor instructions:
see the Service Manual for this printer

11. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for
checking the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

226 Chapter 6 Numerical control panel messages

 d. If the wire harness connection is good, physically inspect the fuser drive gears for any
obstructions or damage. If it is damaged or if the obstructions cannot be cleared, replace the
fuser drive.

Fuser drive part number: JC93-01850A

For instructions: .
see the Service Manual for this printer

12. Check the exit unit.

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

c. Run test 101–0280, Return Gate Solenoid test.

d. If the return gate does not close, check the wire harness connection between the solenoid and
the second exit unit.

Figure 6-49 Check return gate duplex movement when the return gate solenoid operates

e. If the wire harness connection is good, replace the return gate solenoid or exit 1 unit.

Return gate solenoid part number: JC33-00031B

Exit unit part number: JC90-01856A
For Return gave solenoid instructions: .
see the Service Manual for this printer
For Exit unit instructions:
see the Service Manual for this printer

Recommended actions for onsite technicians: Stapler stacker or Booklet finisher installed 227
 f. Check the exit unit wire harness connection. If the connection is good, but the problem
persists, replace the exit unit.

Exit unit part number: JC90-01856A

For instructions:
see the Service Manual for this printer

g. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts
are damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit unit part number: JC90-01856A

For instructions:
see the Service Manual for this printer

13. If the error persists, check the finisher bridge entrance motor (M14).

Figure 6-50 Finisher bridge unit

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 03082622

iii. Advanced Service

iv. Advanced Diagnostics

v. Component Tests

b. Run test 113-2560, 2Bin Finisher Bridge feed motor.

c. If the motor does not work, check the wire harness connection between the motor and the
booklet finisher main PCA.

228 Chapter 6 Numerical control panel messages

 d. If the wire harness connection is good, replace the motor.

Booklet finisher entrance motor part number: JC93-01152A

For instructions: see the Service Manual for this printer.

14. If the error continues, replace the booklet finisher bridge entrance sensor (S1).

Booklet finisher bridge entrance sensor part number: JC32-00020A

For instructions: See the Service Manual for this printer.

15. Remove the fuser and inspect the unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

16. If the error continues, elevate the case using standard support processes.

13.D2.Az
The paper did not leave the duplex sensor.

Z = Fuser mode

● 13.D2.A1 Printing in Auto-Sense mode Normal.

● 13.D2.A2 Printing in fuser mode Normal.

● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.A4 Printing in fuser mode Heavy 1.

● 13.D2.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

● 13.D2.A9 Printing in fuser mode Glossy paper 3.

● 13.D2.AB Printing in fuser mode Transparency.

● 13.D2.AC Printing in fuser mode Label.

● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.D2.Az 229
 1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

230 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for call-center agents 231

 Recommended action for onsite technicians

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

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

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

232 Chapter 6 Numerical control panel messages

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

6. Check the Duplex2 motor.

a. Run the diagnostic test for the feed motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Duplex > Duplex 2 motor
Listen to the motor sound during the test.

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

Recommended action for onsite technicians 233

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J38).

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

Duplex2 motor: JC93-01085A

For instructions: See the Service Manual for this printer.

7. If the error persists, replace the formatter.

Formatter: 6CF14-67002
For instructions: See the Service Manual for this printer.

13.D2.FF
Residual paper jam at the duplex sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

234 Chapter 6 Numerical control panel messages

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

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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 235

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

2. Turn the printer off, and then on again, to see if the error persists.

3. If the sensor is still sensing paper, check the Duplex1 sensor.

a. Remove any paper or foreign substances on the Duplex1 sensor.

b. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

13.D3.Az
The paper did not leave the duplex2 sensor.

Z = Fuser mode

● 13.D3.A1 Printing in Auto-Sense mode Normal.

● 13.D3.A2 Printing in fuser mode Normal.

● 13.D3.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.A4 Printing in fuser mode Heavy 1.

● 13.D3.A5 Printing in fuser mode Heavy 2.

● 13.D3.A6 Printing in fuser mode Heavy 3.

● 13.D3.A7 Printing in fuser mode Glossy paper 1.

236 Chapter 6 Numerical control panel messages

 ● 13.D3.A8 Printing in fuser mode Glossy paper 2.

● 13.D3.A9 Printing in fuser mode Glossy paper 3.

● 13.D3.AB Printing in fuser mode Transparency.

● 13.D3.AC Printing in fuser mode Label.

● 13.D3.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Open the duplex path and remove any paper found.

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

Recommended action for customers 237

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

238 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

4. If the sensor is still sensing paper, check the Duplex2 sensor.

a. Remove any paper or foreign substances on the Duplex2 sensor.

Recommended action for onsite technicians 239

 b. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

13.D3.Dz
The paper failed to reach the duplex2 sensor in required time.

Z = Fuser mode

● 13.D3.D1 Printing in Auto-Sense mode Normal.

● 13.D3.D2 Printing in fuser mode Normal.

● 13.D3.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.D4 Printing in fuser mode Heavy 1.

● 13.D3.D5 Printing in fuser mode Heavy 2.

● 13.D3.D6 Printing in fuser mode Heavy 3.

● 13.D3.D7 Printing in fuser mode Glossy paper 1.

● 13.D3.D8 Printing in fuser mode Glossy paper 2.

● 13.D3.D9 Printing in fuser mode Glossy paper 3.

● 13.D3.DB Printing in fuser mode Transparency.

● 13.D3.DC Printing in fuser mode Label.

● 13.D3.DD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

240 Chapter 6 Numerical control panel messages

 2. Open the duplex path and remove any paper found.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents 241

 2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

242 Chapter 6 Numerical control panel messages

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

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

5. Check the Duplex2 sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

b. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Duplex Jam 2 sensor

Recommended action for onsite technicians 243

 Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J38).

d. Replace the sensor as needed.

Part number:
Duplex jam 2 sensor: 0604-001393
or
Duplex assembly: JC95-02250A (Upper assembly)
For Duplex jam 2 sensor instructions: see the Service Manual for this printer.
For Duplex assembly instructions: See the Service Manual for this printer.

13.D3.FF
Residual paper jam at the duplex2 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

244 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 245

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

2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

246 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

4. If the sensor is still sensing paper, check the Duplex2 sensor.

a. Remove any paper or foreign substances on the Duplex2 sensor.

Recommended action for onsite technicians 247

 b. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

13.E1.A1
The trailing edge of the paper did not leave the BRIDGE entrance sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher bridge and remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher bridge and remove any jammed paper or obstructions.

2. If the error persists, dispatch an onsite technician.

248 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the finisher bridge and remove any jammed paper or obstructions.

2. Check the Bridge motor.

a. Run the diagnostic test for the feed motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker finisher >
Bridge > Bridge Motor.

Listen to the motor sound during the test.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

Recommended action for onsite technicians 249

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

Part number - Bridge motor: 3SJ19-80501

For instructions: see the Service Manual for this printer.

d. If the error persists, check the Bridge exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensor > Stapler/Stacker finisher > Bridge >
Bridge exit sensor.

Check that the value of the sensor changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (External -
CN6).

c. Replace the sensor as needed.

Part number - Bridge exit sensor: 0604-001393

For instructions: see the Service Manual for this printer.

13.E1.Dz
The paper failed to reach the output bin-full sensor in required time.

250 Chapter 6 Numerical control panel messages

 NOTE: This error can occur due to poor assembly of the first exit flag, no flag, or a disconnected flag.
It may also occur when the sensor connection of the flag is poor.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

Recommended action for customers 251

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

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

Output bin full actuator - Part number: JC90-01865A

Recommended action for onsite technicians

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

2. Turn the printer off, and then on again, to see if the error persists.

252 Chapter 6 Numerical control panel messages

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

4. If the Return gate (callout 1) is closed, check the Return gate solenoid (callout 2). Ensure that the
return gate moves smoothly back and forth.

5. Check the output bin full sensor.

a. Check the actuator. Ensure that the sensor actuator flag moves smoothly back and forth.

b. Run the sensor diagnostic test for the registration sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Output > Output-bin Full sensor
Cover the sensor to see if the value changes.

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

Recommended action for onsite technicians 253

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

d. Replace the sensor as needed.

Output bin sensor: 0604-001393

or
Exit unit: JC90-01856A (Upper assembly)
For Output bin sensor instructions: See the Service Manual for this printer.
For Exit unit instructions: see the Service Manual for this printer.

Determine if a finisher is installed

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.E1.Dz error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Inner finisher

254 Chapter 6 Numerical control panel messages

Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Recommended action for onsite technicians 255

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler-stacker & Booklet finisher

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

256 Chapter 6 Numerical control panel messages

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

13.E7.Az
Paper stay jam in exit area.

The paper trailing edge failed to exit the Exit 2 paper sensor in the time limit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Open the duplex path and remove any paper found.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

13.E7.Az 257
 1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

258 Chapter 6 Numerical control panel messages

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

2. Open the duplex path and remove any paper found.

3. Turn the printer off, and then on again, to see if the error persists.

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

Recommended action for onsite technicians 259

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

6. Check the Duplex motor.

a. Run the diagnostic test for the feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Duplex > Duplex motor
Listen to the motor sound during the test.

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

260 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J44).

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

Part number:
Duplex motor (Exit 2 motor): JC93-00336A
or
Exit unit: JC90-01856A (Upper part)
For Exit 2 motor instructions: see the Service Manual for this printer
For Exit unit instructions: see the Service Manual for this printer.

13.E7.Dz
The paper failed to reach the Exit 2 sensor in required time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.E7.Dz 261
 1. Open the right door. Remove any jammed paper from the area.

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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

262 Chapter 6 Numerical control panel messages

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

2. Turn the printer off, and then on again, to see if the error persists.

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

4. Check the Exit 2 sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

b. Run the sensor diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper
Path > Output Exit > Exit 2 sensor

Recommended action for onsite technicians 263

 Cover the sensor to see if the value changes.

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

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

d. Replace the sensor as needed.

Part number:
Exit2 Sensor: 0604-001393
or
Exit unit: JC90-01856A (Upper assembly)
For Exit 2 sensor instructions: see the Service Manual for this printer.
For Exit unit instructions: See the Service Manual for this printer.

5. Check the Return gate solenoid.

a. Run the diagnostic test for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper Path > Duplex > Return Gate solenoid

264 Chapter 6 Numerical control panel messages

 Check the solenoid sound during the test.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (J44).

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

Part number:
Return Gate Solenoid: JC33-00031B
or
Exit unit: JC90-01856A (Upper assembly)
For Return gate solenoid instructions: See the Service Manual for this printer.
For Exit unit instructions: See the Service Manual for this printer.

13.E7.FF
Residual paper jam at the Exit 2 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.E7.FF 265
 1. Open the right door. Remove any jammed paper from the area.

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

Follow these troubleshooting steps in the order presented.

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

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

266 Chapter 6 Numerical control panel messages

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

2. Turn the printer off, and then on again, to see if the error persists.

3. If the Exit2 sensor is still sensing paper, check the following:

a. Remove up any paper or foreign substances on the Exit2 sensor.

b. Check the actuator. Ensure the sensor actuator flag moves smoothly back and forth.

13.59.A3
Paper stay jam. The rear end of the paper fails to exit the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

13.59.A3 267
 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

268 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 269

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

270 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 271

 3. If the paper being used is not A4 or letter, test with A4 or letter fed short edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the booklet exit sensor.

a. Run the sensor diagnostic test for the sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet
Exit Sensor.

Cover the sensor to see if the value changes.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

272 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Part number: JC32-00020A

For instructions: see the Service Manual for this printer.

13.59.D3
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

13.59.D3 273
 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

274 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 275

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

276 Chapter 6 Numerical control panel messages

3. Check the paper path from the booklet tamper sensor to the booklet exit sensor. Take a very close
look at where the paper leading edge stopped.

4. Check the booklet fold motor.

a. Run the diagnostic test for the feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet Fold motor
Listen to the motor sound during the test.

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

Recommended action for call-center agents and onsite technicians 277

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN10).

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

Part number: JC31-00144A

For instructions: see the Service Manual for this printer.

13.59.FF
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

278 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 279

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

280 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 281

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet exit sensor.

a. Run the sensor diagnostic test for the sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet
Exit Sensor.

Cover the sensor to see if the value changes.

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

282 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

c. Replace the sensor as needed.

Part number: JC32-00020A

For instructions: see the Service Manual for this printer.

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● 13.60.A1 Finisher input jam when printing to top output tray.

● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.60.A1, 13.60.A2 or 13.60.A3 283

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

284 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

Stapler/stacker - Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/stacker - Booklet maker: Recommended action for customers 285

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

286 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Inner Finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Inner Finisher: Recommended action for call-center agents and onsite technicians 287
 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

288 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

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

4. Check the Exit motor.

a. Run the diagnostic test for the feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Inner finisher > Exit > Exit motor

Inner Finisher: Recommended action for call-center agents and onsite technicians 289
 Listen to the motor sound during the test.

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

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

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

Exit motor: JC90-01331A

For instructions: See the Service Manual for this printer.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

290 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians 291
 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

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

3. Turn the printer off, and then on.

4. Check the paper path from the bridge entrance sensor (callout 1) to the bridge exit sensor (callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

292 Chapter 6 Numerical control panel messages

5. Check the Exit motor.

a. Run the diagnostic test for the feed motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker finisher >
Exit Motor.

Listen to the motor sound during the test.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

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

Part number - Exit motor: 3SJ19-80501

For instructions: see the Service Manual for this printer.

d. If the error persists, replace the Entrance sensor with a new one.

Entrance sensor part number: JC32-00020A

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians 293
 For instructions: see the Service Manual for this printer.

13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.

● 13.60.D1 Finisher input jam when printing to top output tray.

● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

294 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner Finisher: Recommended action for customers 295

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

296 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker, Booklet maker: Recommended action for customers 297

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Inner finisher: Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

298 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner finisher: Recommended action for call-center agents and onsite technicians 299
 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the Entrance motor.

a. Run the diagnostic test for the feed motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Inner finisher > Entrance > Entrance motor
Listen to the motor sound during the test.

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

300 Chapter 6 Numerical control panel messages

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

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

Entrance motor: 5QK09-60128

For instructions: see the Service Manual for this printer.

4. Check the Entrance sensor (S1).

a. Run the diagnostic test for the entrance sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Inner
finisher > Entrance > Entrance sensor

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

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

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Rear Sensor).

d. Retest the sensor. If the test fails, replace the sensor.

Entrance sensor: 0604-001381

Inner finisher: Recommended action for call-center agents and onsite technicians 301
 For instructions: see the Service Manual for this printer.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

302 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians 303
 3. Check the paper path from the bridge exit sensor (callout 2) to the finisher entrance sensor (callout
1). Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

4. Check the Entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Entrance
Sensor.

Check that the value of the sensor changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN4).

304 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Part number - Entrance sensor: JC32-00020A

For instructions: see the Service Manual for this printer.

13.60.FF
The entrance sensor detects paper when the finisher starts.

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

13.60.FF 305
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

306 Chapter 6 Numerical control panel messages

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Stapler/stacker, Booklet maker: Recommended action for customers 307

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Inner Finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

308 Chapter 6 Numerical control panel messages

a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

Inner Finisher: Recommended action for call-center agents and onsite technicians 309
 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the Finisher Entrance sensor S1.

a. Ensure the sensor actuator flag moves freely.

310 Chapter 6 Numerical control panel messages

 b. Run the diagnostic test for the sensor from the following menu:Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Engine Test Routines.

NOTE: The service PIN for this printer is 03082622.

c. Cover the Entrance sensor (S1) to see if the value changes during the test.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear Sensor).

e. Replace the sensor as needed.

Part number - Entrance sensor: 0604-001381

For instructions: see the Service Manual for this printer.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number - Inner Finisher PCA: 6GW49-60001

For instructions: see the Service Manual for this printer.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

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

1. Check the finisher for paper jams or obstructions.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians 311
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

312 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the Entrance sensor.

Stapler/stacker Booklet maker: Recommended action for call-center agents and onsite technicians 313
 a. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Entrance
Sensor.

Check that the value of the sensor changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN4).

c. Replace the sensor as needed.

Part number - Entrance sensor: JC32-00020A

For instructions: see the Service Manual for this printer.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

314 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Recommended action for customers 315

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

316 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 317

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper
using long edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor.

a. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Inner finisher > Exit > Exit motor

318 Chapter 6 Numerical control panel messages

 Listen to the motor sound during the test.

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

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

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

Part number: JC31-00169B

For instructions: see the Service Manual for this printer.

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.63.AZ 319
 b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

320 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents and onsite technicians 321

 b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

322 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

b. Replace the sensor as needed.

Part number: 0604-001381

For instructions: see the Service Manual for this printer.

4. Check the finisher exit sensor.

Recommended action for call-center agents and onsite technicians 323

 a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: see the Service Manual for this printer.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher.

Part number - Inner Finisher PCA: 6GW49-60001

For instructions: See the Service Manual for this printer.

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

324 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Recommended action for customers 325

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

326 Chapter 6 Numerical control panel messages

b. Verify the stapler unit shipping/retaining screw has been removed.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 327

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the finisher exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Inner
finisher > Exit > Exit sensor

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

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

c. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (Inner -
Rear).

328 Chapter 6 Numerical control panel messages

 d. Replace the sensor as needed.

Exit sensor: 0604-001415

For instructions: See the Service Manual for this printer.

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

13.63.F0 329
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers.

2. If the error persists, turn the printer off, and then on.

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

330 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

Recommended action for call-center agents and onsite technicians 331

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

332 Chapter 6 Numerical control panel messages

 3. Check the finisher exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Inner
finisher > Exit sensor

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

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

c. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Part number:
Exit sensor: 0604-001415
For instructions, see the Service Manual for this printer.

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

13.69.A2 or 13.98.D3 333

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

334 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 335

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

336 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check the paper path from the finisher main exit sensor (callout 1) to the buffer sensor (callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 337

 4. Check the Buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Buffer
sensor.

Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (External -
CN6).

c. Replace the sensor as needed.

Part number - Buffer sensor: JC32-00020A

For instructions, see the Service Manual for this printer.

338 Chapter 6 Numerical control panel messages

 5. Check the Booklet entrance motor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher > Booklet
entrance motor.

Listen to the motor sound during the test.

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

b. ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to
the PCA (Booklet - CN5).

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

Part number - Booklet entrance motor: JC93-01152A

For instructions: see the Service Manual for this printer.

13.84.A1
The paper failed to leave the top exit sensor of the finisher.

Recommended action for customers

Use the following steps to help resolve the issue.

13.84.A1 339
 IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

340 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 341

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

342 Chapter 6 Numerical control panel messages

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for call-center agents and onsite technicians 343

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

3. If the error persists, turn the printer off, and then on.

4. Check the paper path from the top exit sensor (callout 1) to the output tray. Take a very close look at
where the paper leading edge stopped. Check for a foreign substance, a deformed shape, or paper
path obstructions that can cause this error.

5. Check the Exit motor.

a. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Exit motor
Listen to the motor sound during the test.

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

344 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

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

Part number:
Exit motor: 3SJ19-80501
For instructions: see the Service Manual for this printer.

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

13.84.D1 345
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

346 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 347

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

348 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor (callout 2) to the finisher exit sensor
(callout 1). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the Top Exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Top Exit sensor

Recommended action for call-center agents and onsite technicians 349

 Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

c. Replace the sensor as needed.

Part number:
Top exit sensor: 0604-001393
For instructions: see the Service Manual for this printer.

13.84.D2
The paper failed to leave the main output tray exit sensor.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

350 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 351

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

352 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents and onsite technicians 353

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

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

3. If the error persists, turn the printer off, and then on.

4. Check the finisher main exit sensor (callout 1). Check for a foreign substance, a deformed shape, or
paper path obstructions that can cause this error.

354 Chapter 6 Numerical control panel messages

 5. Check the top Exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Top Exit sensor

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

b. Check the reading value changes of the sensor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

d. Replace the sensor as needed.

Part number:
Top Exit Sensor: 0604-001393
For instructions: see the Service Manual for this printer.

13.84.D2
The paper failed to reach the main output tray exit sensor.

13.84.D2 355
 Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

356 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 357

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

358 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 359

 3. 3. Check the paper path from the finisher entrance sensor (callout 2) to the main exit sensor
(callout 1). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the main exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main Exit sensor

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

b. Check the reading value changes of the sensor.

360 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

d. Replace the sensor as needed.

Part number:
Main Exit Sensor: JC32-00020A
For instructions: see the Service Manual for this printer.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

13.84.F0 361
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

362 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 363

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

364 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check the Main Exit sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main Exit sensor
Check that the sensor value changes during the test.

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

Recommended action for call-center agents and onsite technicians 365

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

c. Replace the sensor as needed.

Part number:
Main exit sensor: JC32-00020A
For instructions: see the Service Manual for this printer.

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

366 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for customers 367

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

368 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 369

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

370 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 371

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

372 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. Check the Booklet entrance sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet entrance sensor
Check that the sensor value changes during the test.

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

Recommended action for call-center agents and onsite technicians 373

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

c. Replace the sensor as needed.

Part number:
Booklet entrance sensor: 0604-001415
For instructions: see the Service Manual for this printer.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

IMPORTANT: If an incompatible external finisher has been installed, this error code might occur
intermittently. Be sure to install and use the appropriate finisher for the product.

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

374 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker, Booklet maker: Recommended action for customers 375

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

376 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 377

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

378 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. Check the paper path from the buffer sensor (callout 1) to the booklet entrance sensor (callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 379

 5. Check the Booklet entrance sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet entrance sensor
Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

c. Replace the sensor as needed.

Part number:
Booklet entrance sensor: 0604-001415
For instructions: see the Service Manual for this printer.

13.91.FF
Paper is detected at the booklet entrance sensor when the finisher is initializing.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

380 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 381

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

382 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 383

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

384 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 385

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

386 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. Check the paper path from the buffer sensor (callout 1) to the booklet entrance sensor (callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 387

 5. Check the Booklet entrance sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet entrance sensor
Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (Booklet -
CN4).

c. Replace the sensor as needed.

Part number:
Booklet entrance sensor: 0604-001415
For instructions: see the Service Manual for this printer.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

388 Chapter 6 Numerical control panel messages

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for customers 389

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

390 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

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 391

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

392 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents and onsite technicians 393

 d. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up. (Callout 1 indicates the Jam access handle.)

e. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

f. Close all finisher covers.

3. Turn the printer off, and then on.

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

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

Correct finisher product code:

● 6GW51A HP LaserJet Booklet finisher

● 63C81A HP LaserJet Booklet finisher with Print Quality Diagnostics

● 6GW55A HP LaserJet Stapler/Stacker finisher

● 63C80A HP LaserJet Stapler/Stacker finisher with Print Quality Diagnostics

Finisher product codes that might cause issues:

● Y1G18A HP LaserJet Stapler/Stacker finisher

● Y1G07A HP LaserJet Booklet finisher

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

394 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 395

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher has been installed, a 13.92.FF jam error and a specific
event log error occur intermittently or permanently when printing on the printer.

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

396 Chapter 6 Numerical control panel messages

1. Ensure a compatible external finisher has been installed with the product.

To validate the appropriate external finisher for the printer, go to the following Issue/Solution
document in WISE: 13.90.D3 or 13.92.FF paper jam inside the finisher when using incompatible
external finisher and see step 1 (ish_10568892-10568253-16).
2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 397

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

398 Chapter 6 Numerical control panel messages

 4. Check the Buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Buffer
sensor.

Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (External -
CN6).

c. Replace the sensor as needed.

Part number - Buffer sensor: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.D3
Paper did not reach the booklet tamper sensor in the specified time limit.

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

13.95.D3 399
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

400 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 401

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

402 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 403

 3. Check the paper path from the booklet entrance sensor (callout 1) to the booklet tamper sensor
(callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the Booklet Tamper sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper sensor
Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

404 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Part number:
Booklet tamper sensor: JC32-00020A
For instructions: see the Service Manual for this printer.

13.95.FF
Paper is detected at the booklet tamper sensor when the finisher is initializing.

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

13.95.FF 405
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

406 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 407

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

408 Chapter 6 Numerical control panel messages

3. Check the paper path from the booklet entrance sensor (callout 1) to the booklet tamper sensor
(callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the Booklet Tamper sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper sensor
Check that the sensor value changes during the test.

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

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

Recommended action for call-center agents and onsite technicians 409

 c. Replace the sensor as needed.

Part number:
Booklet tamper sensor: JC32-00020A
For instructions: see the Service Manual for this printer.

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

Stapler/stacker, Booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

410 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Stapler/stacker, Booklet maker: Recommended action for customers 411

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

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

412 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 413

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

4. Check the paper path from the buffer sensor (callout 1) to the booklet tamper sensor (callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.

5. Check the Booklet entrance motor.

a. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet entrance motor

414 Chapter 6 Numerical control panel messages

 Listen to the motor sound during the test.

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

b. ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to
the PCA (Booklet - CN5).

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

Part number:
Booklet entrance motor: JC93-01152A
For instructions: see the Service Manual for this printer.

13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door 415
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

416 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 417

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

418 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 419

 b. Open the inner jam cover.

c. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up. (Callout 1 indicates the Jam access handle.)

d. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

e. Close all finisher covers.

3. Turn the printer off, and then on.

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

20.WX.YZ error messages

20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

Recommended action
Follow these troubleshooting steps in the order presented.

420 Chapter 6 Numerical control panel messages

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

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
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. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

2. Clean the scanner glass and glass strips.

3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

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

5. Check all connections on the scanner control board and from the scanner control board to the
formatter and the DC controller or the engine control board. If all connections are good, replace the
scanner control board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.06
A scan module fan error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

30.* errors 421

 b. Press the Copy or Scan button, then check whether error persists.

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

Recommended action for call-center agents

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician with the following parts.

● E877z, E826z series: 300sh Flow ADF - 5QJ90-61042

● A3 white backing kit - 5QK08-67005

Recommended action for onsite technicians

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, disconnect and reconnect both ends of the wire harnesses from the fan to the
scanner control board (SCB).

Figure 6-51 ADF PCA J10

422 Chapter 6 Numerical control panel messages

 Figure 6-52 SCB PCA J7 (E877)

Figure 6-53 SCB PCA J7 (E826)

4. If the error persists, replace the ADF.

IMPORTANT: Make sure to order the ADF and the white backing kit at the same time.

● E877z, E826z series: 300sh Flow ADF - 5QJ90-61042

● A3 white backing kit - 5QK08-67005

30.01.08
The flatbed scanner carriage failed to find the home position.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

Recommended action for call-center agents

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician with the following parts.

● Scanner control board (SCB)

30.01.08 423
 – E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

– E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

– E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

● Image scanner assembly (SSA)

– E877 series - 3SJ32-60103

– E826, E786, E731 series - 3SJ11-60103

– E785, E731 series - 3SJ00-60103

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-54 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin:
03082622).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

424 Chapter 6 Numerical control panel messages

 Figure 6-55 SCB PCA J5 (E877)

Figure 6-56 SCB PCA J10 (E826/E786/E731)

Figure 6-57 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-58 SCB PCA J4 and J9 (E877)

Figure 6-59 SCB PCA J4 and J9 (E826/E786/E731)

Recommended action for onsite technicians 425

 Figure 6-60 SCB PCA J3 (E785/E730)

d. Figure 6-61 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-62 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

426 Chapter 6 Numerical control panel messages

 – E785, E730 series - 3SJ11-60013

Figure 6-63 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.01.41
CPB general error.

There is no information to indicate where the system crashed. The SD detects an error in
communication with the CPB (socket dropped, cannot connect, etc.).

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.

30.01.41 427
 1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections on the formatter.

4. Reassemble the printer and turn it on.

5. If the error persists, upgrade the firmware to FutureSmart 5.6 or higher

6. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

30.01.44
Scanner communication error.

Recommended action for customers

1. Turn the printer off and then on again two times.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on again two times.

2. If the error persists, dispatch an onsite technician to check the formatter connections (J49, J96),
LVPS connections (CN2, CN3), and Scanner FFC connection.

● Formatter

428 Chapter 6 Numerical control panel messages

● LVPS

● ADF

Recommended action for call-center agents 429

 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, check connection J95 on the formatter to ensure it is seated correctly.

IMPORTANT: Use the photos below to make sure the flat-flexible cable (FFC) is inserted correctly
in the connector body.

Figure 6-64 J95 connection on formatter

430 Chapter 6 Numerical control panel messages

 Figure 6-65 FFC installed incorrectly, not fully seated

Figure 6-66 FFC installed incorrectly, installed at an angle

3. If the FFC cable is damaged, replace the FFC cable.

Use the following table to order the correct part number when replacing the FCC cable.
Table 6-4 Part number for flat cable

Part description Part number

CBF - Flat Cable 3SJ11-50022

Recommended action for onsite technicians 431

 4. If the error persists, ensure the formatter connection (J49), the LVPS connections (CN2 and CN3),
and the scanner FFC connections are seated correctly.

Figure 6-67 J49 connection

Figure 6-68 CN2 and CN3 connection

432 Chapter 6 Numerical control panel messages

 Figure 6-69 ADF connection

5. Check if the Platen power cable is inserted correctly (see the following image). If the cable is
connected upside down, reseat the connector correctly, and then use the power button to turn on
the printer.

Callout 1: Platen power cable is inserted correctly.

Callout 2: Platen power cable is inserted incorrectly.

1 2

6. If the error persists, replace the Low Voltage Power Supply (LVPS).

Use the table below to order the correct part number when replacing the LVPS.
Table 6-5 Part number for Low Voltage Power Supply (LVPS)

Part description Part number

LVPS Type - 6, 110V JC44-00149C

LVPS Type - 6, 220V JC44-00150C

Recommended action for onsite technicians 433

 For instructions: See the Service Manual for this printer.

7. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process.

Follow these steps to collect the diagnostic logs:

a. Insert a USB flash drive into the front port of the printer.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select the Retrieve Diagnostic Data option.

e. Select the Create zipped debug information file option.

f. Select the Generate debug data check box.

Make sure the Generate debug data is enabled.

g. Select Save to USB.

h. Select Save.

NOTE: This process takes approximately 1 minute.

The generated data is saved as an encrypted .jdp log file on the USB drive.

30.01.45
CPB assertion failure 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. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections on the formatter.

434 Chapter 6 Numerical control panel messages

 4. Reassemble the printer and turn it on.

5. If the error persists, upgrade the firmware to FutureSmart 5.6 or higher

6. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

30.01.57
There is a communication issue with the PCIe connection.

Scan Device detects error with communication with CPB due to lost PCIe connection with Scan ASIC.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections on the formatter.

4. Reassemble the printer and turn it on.

30.01.57 435
 5. If the error persists, upgrade the firmware to FutureSmart 5.6 or higher

6. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

30.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer power off.

436 Chapter 6 Numerical control panel messages

 2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

30.03.20
Front-side scanner (flatbed 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. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

30.03.20 437
 2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-70 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin:
03082622).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

Figure 6-71 SCB PCA J5 (E877)

Figure 6-72 SCB PCA J10 (E826/E786/E731)

438 Chapter 6 Numerical control panel messages

 Figure 6-73 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-74 SCB PCA J4 and J9 (E877)

Figure 6-75 SCB PCA J4 and J9 (E826/E786/E731)

Figure 6-76 SCB PCA J3 (E785/E730)

Recommended action for onsite technicians 439

 d. Figure 6-77 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-78 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

– E785, E730 series - 3SJ11-60013

440 Chapter 6 Numerical control panel messages

 Figure 6-79 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.03.22, 30.03.23, and 30.03.30

A scanner calibration failed.

● 30.03.22: Front-side illumination calibration failed

● 30.03.23, and 30.03.30: Flatbed alignment calibration failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

30.03.22, 30.03.23, and 30.03.30 441

 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. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-80 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin:
03082622).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

442 Chapter 6 Numerical control panel messages

 Figure 6-81 SCB PCA J5 (E877)

Figure 6-82 SCB PCA J10 (E826/E786/E731)

Figure 6-83 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-84 SCB PCA J4 and J9 (E877)

Figure 6-85 SCB PCA J4 and J9 (E826/E786/E731)

Recommended action for onsite technicians 443

 Figure 6-86 SCB PCA J3 (E785/E730)

d. Figure 6-87 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-88 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

444 Chapter 6 Numerical control panel messages

 – E785, E730 series - 3SJ11-60013

Figure 6-89 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.03.45
Scanner firmware assertion failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

30.03.45 445
 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the Formatter connection (J95).

IMPORTANT: Refer to the photos below to make sure that the flat-flexible cable (FFC) is correctly
inserted in the connector body.

● Callout 1: The FFC is correctly inserted in the connector body.

● Callout 2: The FFC is incorrectly inserted in the connector body.

446 Chapter 6 Numerical control panel messages

 Figure 6-90 FFC inserted correctly (top photo) and incorrectly (bottom photos)

2
2

3. If the error persists, replace the LVPS.

110V LVPS: JC44-00149C

220V LVPS: JC44-00150C
For instructions: See the Service Manual for this printer.

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Verify the document feeder top cover is completely closed when feeding pages through it.

2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.

31.* errors 447

 3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.

4. Clean the scanner glass and all the calibration strips.

5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.

7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests >Scanner Tests. Look for tests related to the document feeder, such as the Jam
Cover Sensor test.

8. Upgrade the firmware.

9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.

10. If the error persists, replace the document feeder assembly.

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

31.01.47
The document feeder was not detected and might not be connected.

NOTE: The flatbed glass is still available for scanning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

448 Chapter 6 Numerical control panel messages

4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-91 300sh-Flow ADF J1/J2

Figure 6-92 200sh-Flow ADF J10/J11

Figure 6-93 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

Recommended action for onsite technicians 449

 ● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer power off.

2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

450 Chapter 6 Numerical control panel messages

 b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

31.03.20, 31.03.22, and 31.03.31

A scanner or ADF error has occurred.

● 31.03.20: The back-side scanner was not detected.

● 31.03.22: The back-side illumination calibration failed.

● 31.03.31: The document feeder motor stalled.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

31.03.20, 31.03.22, and 31.03.31 451

 4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-94 300sh-Flow ADF J1/J2

Figure 6-95 200sh-Flow ADF J10/J11

Figure 6-96 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

452 Chapter 6 Numerical control panel messages

 ● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.37
An ultra-sonic pick sensor error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-97 Clean the ultra-sonic sensor

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

31.03.37 453
 1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-98 Clean the ultra-sonic sensor

3. If the error persists, dispatch an onsite technician.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

3. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

454 Chapter 6 Numerical control panel messages

 Figure 6-99 Clean the ultra-sonic sensor

4. At the control panel, open sensor test menu and test the sensor. Toggle the ADF pick success
sensor. A green dot or check mark appears next to ADF pick success sensor the senor is toggled.

5. If the senor cannot be toggled, replace the document feeder.

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● 300sh: 5QJ90-61042 (ADF assembly 300 sh)

● 200sh: 5QJ90-67011 (ADF Whole Unit Kit (ENT), Growler A3+)

200sh : 5QJ90-67012 (ADF Whole Unit Kit (WF), Growler A3+)

● 100sh : 5QJ83-67007 (ADF Whole Unit Kit, Prowler A3+)

31.13.00
Multipick jam in document feeder.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

31.13.00 455
 5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If ther error persists, dispatch an onsite technician.

456 Chapter 6 Numerical control panel messages

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

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel, select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

If the customer wishes to keep the multi-detection turned off, due to paper quality issues, this
can be saved as a default or a quick set for easier usage.

CAUTION: The document feeder will no longer detect whether multiple pages are fed, and
this can cause other jam errors and can cause missing pages in copy jobs.

31.13.01 (200-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 457

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

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

458 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, dispatch an onsite technician with the following parts.

ADF Roller Kit: 5851-7202

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for call-center agents 459

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. Check the rollers.

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

460 Chapter 6 Numerical control panel messages

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

7. If the error persists, replace rollers with ADF Roller Kit.

ADF Roller Kit: 5851-7202

For instructions:
see the Service Manual for this printer

31.13.01 (300-sheet Flow ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

31.13.01 (300-sheet Flow ADF) 461

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

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, 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.

462 Chapter 6 Numerical control panel messages

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, dispatch an onsite technician with the following parts.

ADF Roller Kit: 5RC00-67001

Recommended action for call-center agents 463

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

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

464 Chapter 6 Numerical control panel messages

 5. Check the rollers.

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

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

7. If the error persists, replace rollers with ADF Roller Kit.

ADF Roller Kit: 5RC00-67001

For instructions:
see the Service Manual for this printer

31.13.02 (200-sheet ADF)

Jam in document feeder.

Original jam at the feed sensor.

31.13.02 (200-sheet ADF) 465

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

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, 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.

466 Chapter 6 Numerical control panel messages

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Remove and reinstall pickup roller assembly.

Recommended action for call-center agents 467

 a. Release the latch, and then open the ADF top door.

Figure 6-100 Open the cover

b. Rotate the blue locking lever down.

Figure 6-101 Rotate the lever

468 Chapter 6 Numerical control panel messages

 c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-102 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

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

ADF assembly: 5QJ90-67011

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

Recommended action for onsite technicians 469

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

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

470 Chapter 6 Numerical control panel messages

6. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

7. Remove and reinstall pickup roller assembly.

a. Release the latch, and then open the ADF top door.

Figure 6-103 Open the cover

Recommended action for onsite technicians 471

 b. Rotate the blue locking lever down.

Figure 6-104 Rotate the lever

c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-105 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

8. If the error persists, replace the ADF assembly.

ADF assembly: 5QJ90-67011

For instructions:

472 Chapter 6 Numerical control panel messages

 See the Service Manual for this printer

31.13.02 (300-sheet Flow ADF)

Jam inside the automatic document feeder (ADF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, 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.

31.13.02 (300-sheet Flow ADF) 473

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Remove and reinstall pickup roller assembly.

474 Chapter 6 Numerical control panel messages

a. Release the latch, and then open the ADF top door.

Figure 6-106 Open the cover

b. Rotate the blue locking lever down.

Figure 6-107 Rotate the lever

Recommended action for call-center agents 475

 c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-108 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

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

ADF assembly: 5QK08-67004

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

476 Chapter 6 Numerical control panel messages

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

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

Recommended action for onsite technicians 477

 6. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

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

8. Remove and reinstall pickup roller assembly.

478 Chapter 6 Numerical control panel messages

a. Release the latch, and then open the ADF top door.

Figure 6-109 Open the cover

b. Rotate the blue locking lever down.

Figure 6-110 Rotate the lever

Recommended action for onsite technicians 479

 c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-111 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

9. If the error persists, replace the ADF assembly.

ADF assembly: 5QK08-67004

For instructions:
See the Service Manual for this printer

31.13.13
Jam in document feeder.

When feeding the original, the top cover is open status.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

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

480 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. Turn off the power and check the sensor assembly status.

NOTE: Follow the instructions below to check the sensor's condition and to see if the sensor is
missing.

a. Valiant ADF: Remove the six screws. / Growler ADF: Remove the three screws.

Recommended action for call-center agents 481

 b. Make sure there is no problem with the assembly of the sensor. In particular, make sure that
the sensor is not abnormally lifted.

31.13.14 (300-sheet Flow ADF)

Jam in document feeder.

There is a problem with ADF Retard motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

482 Chapter 6 Numerical control panel messages

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

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

ADF assembly: 5QK08-67004

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 483

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

484 Chapter 6 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

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

Recommended action for onsite technicians 485

 7. Check the Retard Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > Retard Motor
Check the motor sound.

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

486 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFv-J8).

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

Part number - ADF assembly: 5QK08-67004

For instructions: see the Service Manual for this printer.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
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. Retry the job.

32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.* errors 487

 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
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Retry the job.

2. Remove stored jobs and retry.

488 Chapter 6 Numerical control panel messages

 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
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

■ Wait until the printer is idle, and then try again.

32.1C.09 (event code) 489

 32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

■ 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.

490 Chapter 6 Numerical control panel messages

32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

■ 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).

32.1C.41 491
 Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

492 Chapter 6 Numerical control panel messages

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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.

32.1C.56 493
 Recommended action
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Retry the job.

494 Chapter 6 Numerical control panel messages

33.WX.YZ error messages
33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on the
control panel of the printer and contact your HP-authorized service or support provider, or contact
customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

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

33.* errors 495

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

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

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

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

496 Chapter 6 Numerical control panel messages

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 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, dispatch an onsite technician.

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.

33.04.01 Missing TPM 497

 3. Check the connection (J11).

4. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The
original TPM module must be returned or you may select the Stop Using option in the preboot TPM
sub-menu.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select
the Stop Using option.

33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM
module currently installed is used to protect data in another device. The original TPM module must be
returned or you can start using this TPM module by selecting the Enable and Use option in the preboot
TPM sub-menu. You can also stop using a TPM altogether.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove the TPM module. The printer will not be protected.

498 Chapter 6 Numerical control panel messages

 2. If choosing to protect the printer with the used TPM, refer to the "Install a
new or re-enable an existing TPM after disabling a previous TPM" section of the
http://h10032.www1.hp.com/ctg/Manual/c04499622 (c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different
TPM accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM
module that was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is
unavailable or damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.

3. From the Preboot menu, select Administrator, and then select TPM Config.

4. Select Get status, Enabled and then select Disable TPM and confirm. The printer will reboot.

NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be
in a Ready state.

5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.

6. Turn the printer off, and then turn it on.

7. Open the Preboot menu.

8. From the Preboot menu, select Administrator, and then select TPM Config.

33.04.04 or 33.04.05 Unknown TPM 499

 9. Select Get status, Disabled and then select Enable TPM and confirm. The printer will reboot.

NOTE: Wait for the printer to restart and to be in a Ready state.

10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new
one can not be installed for security reasons.

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

33.04.06 TPM Locked Out

The Trusted Platform Module (TPM) is locked out due to too many authentication failures.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact the GBU.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

500 Chapter 6 Numerical control panel messages

 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.

1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.

2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
Follow these troubleshooting steps in the order presented.

1. Perform a Format Disk procedure.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the device does not reboot to Ready, download a firmware bundle to the device.

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

Recommended action 501

 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

Follow these troubleshooting steps in the order presented.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear
Error. Press Any Key” is displayed when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error. This message should be ignored.

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)

502 Chapter 6 Numerical control panel messages

 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

Follow these troubleshooting steps in the order presented.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.08.01 Boot code corrupt and recovered

● 33.08.02 Boot code corrupt and recovered

● 33.08.03 Boot code corrupt and recovered

Recommended action for customers 503

 Recommended action for customers, call-center agents, and onsite technicians
Follow these troubleshooting steps in the order presented.

1. No action necessary.

2. The newly downloaded firmware failed to cryptographically validate the BIOS code.

33.08.06 Boot code corrupt

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.
2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.08.08 Upgrade corrupt

Recommended action for customers

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen. Downgrade to non-SureStart firmware - only available from
the Preboot menu.

Recommended action for call-center agents

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

1. Downgrade to non-SureStart firmware - only available from the Preboot menu.

2. If the error persists, record this message and dispatch an onsite technician.

504 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

■ Downgrade to non-SureStart firmware - only available from the Preboot menu.

33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate

● 33.08.11 Code sign error

● 33.08.12 Code sign error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If this issue recurs, contact administrator.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

33.08.19 Corrupt data in firmware volume

Recommended action for customers, call-center agents, and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
If this issue recurs, contact administrator.

2. If the device does not reboot to Ready, download a firmware bundle to the printer from the Preboot
menu. Go to: HP FutureSmart - Latest Firmware Versions.

Recommended action for onsite technicians 505

 NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP SureStart - Whitelisting and Intrusion Detection

Troubleshooting Manual. (Doc ID: c04863614)

33.08.6x Intrusion detection errors

The intrusion detection system has encountered an error.

● 33.08.60 Potential memory intrusion detected

● 33.08.61 Potential malicious code detected

● 33.08.62 Potential system register intrusion detected

● 33.08.63 Intrusion detection not initialized

● 33.08.64 Intrusion detection initialization error

● 33.08.73 Potential memory intrusion detected

● 33.08.74 System resource error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact administrator.

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, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

33.08.65, 33.08.66, 33.08.67

● 33.08.65 Boot code corrupted and recovered

● 33.08.66 Boot code corrupted and recovered

● 33.08.67 Boot code corrupted and recovered

Recommended action for customers

See recommended action.

No action is necessary.

506 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
See recommended action.

If the error is present only in the Event Log, the printer has self-recovered. No further action is necessary.

33.08.73 Potential memory intrusion 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 administrator.

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, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

33.08.74 System resource 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 administrator.

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, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

Recommended action for call-center agents and onsite technicians 507

 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
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. 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
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

■ 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.

508 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

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
Follow these troubleshooting steps in the order presented.

1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

Recommended action
See recommended action.

■ No action necessary.

41.WX.YZ error messages

41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in
the printer and the paper the printer is configured to use.

Recommended action
Follow these troubleshooting steps in the order presented.

Recommended action 509

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

1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.

● Y = A: Size mismatch. Detected paper too long.

● Y = B: Size mismatch. Detected paper too short.

● Y = C: Size mismatch. Inter-page gap error.

● Z = D: Source is the duplexer.

● Z = 1: Source is tray 1.

● Z = 2: Source is tray 2.

● Z = 3: Source is tray 3.

● Z = 4: Source is tray 4.

● Z = 5: Source is tray 5.

● Z = 6: Source is tray 6.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

510 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ 3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: 5QK09-60120

Tray 3 part number: 5QK09-60121
Tray 4 part number: 5QJ98-61009(WG), 5QJ08-61007(Dep)
Tray 5 part number: 5QJ98-61007(WG), 5QJ08-61005(Dep)

Recommended action for call-center agents 511

 2. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-01408A

3. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Sensors

b. Run one of the following tests for the failing tray.

● 102–0041, Tray 2 Paper Size Sensor.

● 102–0111, Tray 3 Paper Size Sensor.

● 102–0181, Tray 4 Paper Size Sensor.

● 102–0251, Tray 5 Paper Size Sensor.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-01408A

For instructions: see the Service Manual for this printer.

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a
paper-width sensor failure occurred from an unknown tray. The error will be one of the following:

● 41.03.F0

512 Chapter 6 Numerical control panel messages

 ● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: 5QK09-60120

Tray 3 part number: 5QK09-60121
Tray 4 part number: 5QJ98-61009(WG), 5QJ08-61007(Dep)
Tray 5 part number: 5QJ98-61007(WG), 5QJ08-61005(Dep)

Recommended action for customers 513

 2. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-01408A

3. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Sensors

b. Run one of the following tests for the failing tray.

● 102–0041, Tray 2 Paper Size Sensor.

● 102–0111, Tray 3 Paper Size Sensor.

● 102–0181, Tray 4 Paper Size Sensor.

514 Chapter 6 Numerical control panel messages

 ● 102–0251, Tray 5 Paper Size Sensor.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-01408A

For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: 5QK09-60120

Tray 3 part number: 5QK09-60121
Tray 4 part number: 5QJ98-61009(WG), 5QJ08-61007(Dep)
Tray 5 part number: 5QJ98-61007(WG), 5QJ08-61005(Dep)

2. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-01408A

3. Test the paper size sensors for the failing tray.

Recommended action for onsite technicians 515

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Sensors

b. Run one of the following tests for the failing tray.

● 102–0041, Tray 2 Paper Size Sensor.

● 102–0111, Tray 3 Paper Size Sensor.

● 102–0181, Tray 4 Paper Size Sensor.

● 102–0251, Tray 5 Paper Size Sensor.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-01408A

For instructions: see the Service Manual for this printer.

42.WX.YZ error messages

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

Recommended action for customers

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

1. Turn the printer off, and then on. Retry the job.

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

Recommended action for call-center agents and onsite technicians

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. 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) - .

516 Chapter 6 Numerical control panel messages

42.B0.01
Missing string in firmware error.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

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

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

Recommended action
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. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

3. Turn the printer off, and then on. Retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

42.B0.01 517
 1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on. Retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Try to send the job again.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

518 Chapter 6 Numerical control panel messages

 1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

44.05.xx Error Event log message (Multifunction product only.) 519

 44.11.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

520 Chapter 6 Numerical control panel messages

 ● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

Credentials associated with the SharePoint destination were found to be invalid or missing.

Recommended action
Follow these troubleshooting steps in the order presented.

Recommended action 521

 1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.05 Error Event log message (Multifunction product only.)

Credentials do not have write access to the SharePoint destination.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

522 Chapter 6 Numerical control panel messages

44.16.08 Error Event log message (Multifunction product only.)
Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

44.16.09 Error Event log message (Multifunction product only.)

Upload of image file failed. A folder or filename length is too long.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

44.16.08 Error Event log message (Multifunction product only.) 523

 44.16.0D Error Event log message (Multifunction product only.)
Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

44.16.10 Error Event log message (Multifunction product only.)

The SharePoint server is using an invalid certificate.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

524 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

45.WX.YZ error messages

45.00.07
Failed to connect to host or proxy.

The communication from the formatter failed.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action 525

 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, send a technician to check the connection status and gather materials to
investigate further.

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 while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.1C
Operation Time Out

There is an issue with the communication connection on the formatter and it has timed out.

This error occurs while trying to access the following menu.

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to check the connection status and gather materials to
investigate further.

526 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.70
Network connection not present. Port is initializing or is unavailable.

Typically, the RJ45 cable on the formatter is disconnected.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

Recommended action for onsite technicians 527

 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

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. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the firmware.

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

Recommended action for call-center agents

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. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, send a technician to check.

528 Chapter 6 Numerical control panel messages

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

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

1. 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, use the troubleshooting flowcharts in the "HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)" document. You can search for this
document in WISE.

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.

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.

Recommended action for onsite technicians 529

 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

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.00.xx
Back channel internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, send a technician to check.

530 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.01.xx errors
Image transformer internal error.

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

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. 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) - .

Recommended action for onsite technicians 531

 47.02.xx
Job parser internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.03.xx
Print job internal error.

Recommended action for customers

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.

532 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 533

 Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.05.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

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. 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) - .

534 Chapter 6 Numerical control panel messages

47.06.xx
Print application internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

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. Resend the print job.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 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

47.06.xx 535
 ● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

536 Chapter 6 Numerical control panel messages

 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 procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779).

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.

3. 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. 3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, use the troubleshooting flowcharts in the "HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)" document. You can search for this
document in WISE.

NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

48.* errors 537

 48.0D.01 Remote Image Disk error
The hard disk drive on the formatter has experienced an error.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

3. If the error persists, replace the hard disk drive.

Part number: 933853-010

For instructions: see the Service Manual for this printer.

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

Follow these troubleshooting steps in the order presented.

538 Chapter 6 Numerical control panel messages

 NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

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.

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, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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.

Recommended action for call-center agents 539

 3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 49 error troubleshooting (whichever is appropriate) in document c03122817. You can
search for this document in WISE.

49.13.01
Error in the native video pipeline.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. For troubleshooting procedures, search for the "HP LaserJet Managed MFP E72525-E72535,
E77822-E77830, E78223-E78230, E82540-E82560, E87640-E87660 - 49.13.0 in solid condition"
document on WISE.

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.

540 Chapter 6 Numerical control panel messages

 3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

50.FF.XX Fuser error (Except for 50.FF.02)

The temperature of the fuser is less or higher than the target.

● 50.FF.01 Open heat error

● 50.FF.02 Fuser error

● 50.FF.03 Open heat error

● 50.FF.04 Open heat error

● 50.FF.05 Open heat error

● 50.FF.06 Over heat error

● 50.FF.07 Over heat error

● 50.FF.08 Fuser error

● 50.FF.09 Fuser error

● 50.FF.10 Low heat error

● 50.FF.11 Low heat error

● 50.FF.12 Over heat error

● 50.FF.13 Over heat error

● 50.FF.0A Fuser error

● 50.FF.0B Open heat error

● 50.FF.0C Low heat error

● 50.FF.0D Low heat error

● 50.FF.0E Low heat error

● 50.FF.0F Low heat error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

50.FF.XX Fuser error (Except for 50.FF.02) 541

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Use the green tab on the left side of the fuser to open the fuser access door.

5. Check behind the open fuser access door for jammed or wrapped media and remove any found.

6. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

542 Chapter 6 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Use the green tab on the left side of the fuser to open the fuser access door.

5. Check behind the open fuser access door for jammed or wrapped media and remove any found.

6. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN53-67001

● 110V fuser part number: 5PN76-67001

● 1220V fuser part number: 5PN77-67001

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

Recommended actions for onsite technicians 543

 3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

5. Check the connector inside the printer that connects to the fuser. If the connector is damaged,
replace the fuser connector assembly.

Part number:
Fuser drawer connector: JC39-02810A,

6. Replace the fuser.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001
For instructions: see the Service Manual for this printer.

544 Chapter 6 Numerical control panel messages

7. If the problem persists, reseat the connections between the fuser drive board (FDB).

8. If the problem persists, replace the fuser drive board (FDB).

Fuser drive board 110V part number: JC44-00235C

Fuser drive board 220V part number: JC44-00236C
For instructions: see the Service Manual for this printer.

NOTE: The formatter should be the last part replaced if needed.

9. If the problem persists after fuser drive board replacement, replace the LVPS Type-6.

LVPS Type–6 110V part number: JC44-00149C

LVPS Type–6 220V part number: JC44-00150C
For instructions: see the Service Manual for this printer.

10. If the problem persists after LVPS Type-6 replacement, replace the formatter.

Formatter part number: 6CF14-67002

Recommended actions for onsite technicians 545

 For instructions: see the Service Manual for this printer.

50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.

The pressure control unit (cam unit) of the fuser is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser gap motor.

■ Diagonose the fuser gap motor.

i. Run the diagnostics for the motor:

546 Chapter 6 Numerical control panel messages

 Path: Support Tools > Advanced Service > Advanced Diagnotics > Component Tests >
Fuser > Fuser Gap Motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to
the PCA (J19).

iii. Retest the motor. If the test fails, replace the motor.

Part number:

Fuser gap motor: JC93-01084A

For instructions: See the Service Manual for this printer.

3. Check the fuser gap home sensor.

■ Diagnose the fuser gap home sensor.

i. Run the diagnostic test for the sensor:

Recommended actions for onsite technicians 547

 Path: Support Tools > Advanced Service > Advanced Diagnotics > Sensors > Fuser > Fuser
Gap Home Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (J43)

iii. Replace the sensor as needed.

Fuser gap home sensor: 0604-001393

For instructions: see the Service Manual for this printer.

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.

548 Chapter 6 Numerical control panel messages

 3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, dispatch and onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

Recommended action for call-center agents 549

 1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser inner temperature sensor detected a breach of its upper or lower limit.

● 54.DD.05 The center thermistor sensor has an open circuit.

● 54.DD.06 The output of the inner temperature sensor is less than the minimum value permitted.

● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, send a technician with an outer temperature sensor for the error reported.

Part number:
Inner temperature sensor: 1404-001417

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

550 Chapter 6 Numerical control panel messages

 2. Replace the inner temperature unit.

Part number:
Inner temperature unit: 1404-001417
For instructions: see the Service Manual for this printer.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.

● 54.DD.08 The outer temperature sensor is faulty or not connected.

● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with outer temperature sensor for the error
reported.

Part number:

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 551

 Outer temperature sensor: 5QJ90-40002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Replace the outer temperature/humidity unit.

Outer temperature/humidity unit: 5QJ90-40002

For instructions: see the Service Manual for this printer.

54.DD.0E Wrap Jam Sensor Calibration errors

A wrap jam sensor calibration error occurred in the fusing unit every time you try to use the printer.

Possible causes:

● The media is stuck in fusing unit.

● The belt is broken or contaminated.

● The wrap jam sensor is malfunctioning.

Recommended actions for customers

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

(This area is very HOT. Be careful not to damage the fusing unit.)

3. Close the right door.

4. Turn the printer off, and then on.

552 Chapter 6 Numerical control panel messages

 5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

(This area is very HOT. Be careful not to damage the fusing unit.)

3. Close the right door.

4. Turn the printer off, and then on.

5. If the error persists, send a technician to replace the part below.

● 100V fuser part number: 5PN53-67001

● 110V fuser part number: 5PN76-67001

● 220V fuser part number: 5PN77-67001

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Check if the fuser wrap jam sensor is properly mounted on the holder.

4. Check if the harness is properly mounted into the sensor.

5. Reinstall fuser unit and turn the printer on.

6. If the error persists, replace the fuser.

● 100V fuser part number: 5PN53-67001

● 110V fuser part number: 5PN76-67001

● 220V fuser part number: 5PN77-67001

For instructions: see the Service Manual.

NOTE: If the error persists after replacing the fuser, the problem is most likely caused by
something other than a faulty fuser.

Remove and then reinstall the harness between the fuser and formatter. Make sure that the
connections are correctly and fully seated.

If the harness appears damaged, replace it.

Recommended actions for call-center agents 553

 56.WX.YZ error messages
56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. If any third-party hardware is installed, remove it and try printing again.

3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.

4. Reinstall the tray, and make sure it is correctly seated.

57.WX.YZ error messages

57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

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:

554 Chapter 6 Numerical control panel messages

 For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01, 57.00.02 errors

LVPS (SMPS) fan 1 error.

57.00.01 The LVPS (SMPS) fan 1 was not activated, but the printer indicates that it is operating.

57.00.02 The LVPS (SMPS) fan 1 was activated, but it did not start, or it stops after a certain amount of
time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace SMPS fan1.

Part number:
SMPS Fan 1: JC31-00198A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the LVPS fan.

57.00.01, 57.00.02 errors 555

 a. Diagnose the LVPS fan.

i. Run the diagnostics for the fan.

Path: Support Tools > ServiceAdvanced Service > Advanced Diagnostics > Component
Tests > FanLVPS Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J49).

b. Retest the fan. If the test fails, replace the fan.

Part number:
LVPS fan: JC31-00198A
For instructions: see the Service Manual for this printer.

556 Chapter 6 Numerical control panel messages

57.00.05, 57.00.06, 57.00.07, 57.00.08, 57.00.09, 57.00.10,
57.00.11, 57.00.12 errors
Exit fan error.

57.00.05, 57.00.06: Exit fan 1 error

57.00.07, 57.00.08: Exit fan 2 error

57.00.09, 57.00.10: Exit fan 3 error

57.00.11, 57.00.12: Exit fan 4 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.

■ Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace exit fan.

Part number:
Exit Fan 1, 2, 3, 4: JC31-00154A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the exit fan.

a. Identify and diagnose the exit fan.

● Callout 1: Exit fan 1

● Callout 2: Exit fan 2

● Callout 3: Exit fan 3

● Callout 4: Exit fan 4

57.00.05, 57.00.06, 57.00.07, 57.00.08, 57.00.09, 57.00.10, 57.00.11, 57.00.12 errors 557
 3
1

4
2

b. Run the diagnostic for the fan:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Exit Fan
And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to the
PCA (J19).

d. Retest the fan. If the test fails, if the test fails, replace the exit unit or defective fan.

Part number: Exit fans: JC31-00154A

Part number: Exit unit: JC90-01856A

558 Chapter 6 Numerical control panel messages

 For information: see the Service Manual for this printer.

57.00.15, 57.00.16 errors

LSU fan error.

57.00.15 The LSU an was not activated, but the printer indicates that it is operating.

57.00.16 The LSU fan was activated but it did not start or stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send a technician to check and
replace the LSU fan.

Part number:
LSU fan: 5QK09-64013

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Check the LSU fan.

a. Diagnose the LSU fan.

i. Run the diagnostics for the fan.

57.00.15, 57.00.16 errors 559

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > LSU Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to the
PCA (J48).

b. Retest the fan. If the test fails, replace the fan.

Part number:
LSU fan: 5QK09-64013
For instructions: see the Service Manual for this printer.

57.00.19, 57.00.20 errors

Developer fan error.

57.00.19 The developer fan was not activated, but the printer indicates that it is operating.

57.00.20 The developer fan was activated but it did not start or stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

560 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace the Developer fan.

Part number:
Developer fan: 5QK09-40083

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Check the FDB fan.

a. Diagnose the Developer fan.

i. Run the diagnostics for the fan.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Developer Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to the
PCA (J49).

Recommended action for onsite technicians 561

 b. Retest the fan. If the test fails, replace the fan.

Part number:
FDB fan: 5QK09-40083
For instructions: see the Service Manual for this printer.

57.00.24, 57.00.25 errors

Switching mode power supply (SMPS) fan 2 error.

57.00.24 The SMPS fan 2 was not activated, but the printer indicates that it is operating.

57.00.25 The SMPS fan 2 was activated but it did not start or stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace the SMPS fan 2.

Part number:
Developer fan: JC31-00154A

3. If there is not abnormal fan noise, send technician with service items below.

Part number:
SMPS fan 2: JC31-00154A
SMPS board (110V): JC44-00149C
SMPS board (220V): JC44-00150C

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Check the FDB fan.

562 Chapter 6 Numerical control panel messages

 a. Diagnose the FDB fan.

i. Run the diagnostics for the fan.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > SMPS 2 Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to the
PCA (J49).

b. Retest the fan. If the test fails, replace the fan.

Part number:
FDB fan: JC31-00154A
For instructions: see the Service Manual for this printer.

57.00.26, 57.00.27 errors

FDB fan error.

57.00.26, 57.00.27 errors 563

 57.00.26 The FDB fan was not activated, but the printer indicates that it is operating.

57.00.27 The FDB fan was activated but it did not start or stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace FDB fan.

Part number:
FDB fan: JC31-00154A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Check the FDB fan.

a. Diagnose the FDB fan.

i. Run the diagnostics for the fan.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > SMPS 2 Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to the
PCA (J49).

564 Chapter 6 Numerical control panel messages

 b. Retest the fan. If the test fails, replace the fan.

Part number:
FDB fan: JC31-00154A
For instructions: see the Service Manual for this printer.

57.10.01 error
There is an error with the CPU fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

57.10.01 error 565

 2. Unplug the connector and then plug it in again (J12).

3. If the error persists, replace the Main PCA (Formatter).

● Main PCA (Formatter) part number: 6CF14-67002

NOTE: If the problem is with the CPU fan, HP does not recommended replacing the fan alone due
to quality issues related to the part's nature.

Therefore, the fan is not provided as a service part. HP recommends replacing the Main PCA
(Formatter) instead.

For instructions: see the Service Manual.

59.WX.YZ error messages

59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

566 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.00.10, 59.00.20 Motor error

Feed/MP motor error.

● 59.00.10 The motor is operating, but the printer indicates that it is stopped.

● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the feed/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers
from turning. If there is any foreign substance or paper, remove it.

c. Close the side cover and check for recovery.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the feed motor.

a. Diagnose the feed motor.

59.00.10, 59.00.20 Motor error 567

 b. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper path > Feed > Tray 1 Feed Motor
And check the motor sound.
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J61).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Feed motor: JC31-00189A
For instructions: see the Service Manual for this printer.

59.00.30, 59.00.40 Motor error

Fuser motor error.

● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.

● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

568 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V: 5PN53-67001
110V: 5PN76-67001
220V: 5PN77-67001
For instructions: see the Service Manual.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01850A

For instructions: see the Service Manual for this printer.

3. Check the fuser motor.

a. Remove the fuser unit.

i. Open the side cover.

ii. Pull out the fuser unit.

Recommended action for onsite technicians 569

 b. Diagnose the fuser motor.

i. Run the diagnostics for the mtor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fuser > Fuser Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J19).

iii. Retest the motor. If the test fails, replace the motor.

Part number:

Fuser motor: JC31-00144G

For instructions: see the Service Manual for this printer.

570 Chapter 6 Numerical control panel messages

 4. If the error persists, replace the fuser unit.

100V: 5PN53-67001
110V: 5PN76-67001
220V: 5PN77-67001
For instructions: see the Service Manual.

59.05.50, 59.05.60 errors

The black drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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, dispatch an onsite technician with the drum unit for the error reported.

Part number:
Black: W9077-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the drum motor.

59.05.50, 59.05.60 errors 571

 a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

b. Diagnose the drum motor.

i. Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Black Drum Motor

And check the motor sound.

572 Chapter 6 Numerical control panel messages

 To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J46).

iii. Retest the motor. If the test fails, replace the motor.

Part number:

Drum motor: JC31-00123G

For instructions: see the Service Manual for this printer.

c. If the test fails, replace the drum unit.

Part number:
Drum unit: W9086-67001
For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians 573

 59.10.B0, 59.10.C0 errors
The black toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

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 to clear the error message.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number:
SVC-HP LJ Blk Mngd Toner Crtg Std Yield: W9085-67007

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Click the Eject button on the UI.

Log in using the Administrator Access Code or the Service Access Code.

iii. Eject the cartridge.

574 Chapter 6 Numerical control panel messages

 iv. Pull out the cartridge.

b. Diagnose the toner dispense motor. (M8)

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Toner > Black Toner Dispense Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J58).

Recommended action for onsite technicians 575

 iii. Retest the motor. If the test fails, replace the motor.

Part number:

Toner dispense motor: SS216-80501

For instructions: see the Service Manual for this printer.

3. Check the toner dispense motor sensor. (S20)

■ Diagnose the toner dispense motor sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Toner > Black Toner Dispense Motor Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA. (J58).

576 Chapter 6 Numerical control panel messages

 iii. Replace the sensor as needed.

Toner dispense motor sensor: 0604-001393

For instructions: see the Service Manual for this printer.

4. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Click the Eject button on the UI.

Log in using the Administrator Access Code or the Service Access Code.

iii. Eject the cartridge.

iv. Pull out the cartridge.

Recommended action for onsite technicians 577

 b. Check the load of the cartridge.

■ Rotate the gear of the cartridge.

578 Chapter 6 Numerical control panel messages

 c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems with the cartridge, replace it.

Part number:
SVC-HP LJ Blk Mngd Toner Crtg Std Yield: W9085-67007

59.20.D0, 59.20.E0 errors

The black developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP

59.20.D0, 59.20.E0 errors 579

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number:
Black: 5PN82-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then turn on again.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out TCU.

iii. Pull out the developer unit.

580 Chapter 6 Numerical control panel messages

b. Diagnose the developer motor. (M12)

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Toner > Black Developer Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J46).

Recommended action for onsite technicians 581

 iii. Retest the motor. If the test fails, replace the motor.

Part number:

Developer motor: JC31-00197A

For instructions: see the Service Manual for this printer.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (Main-
J46).

582 Chapter 6 Numerical control panel messages

 b. Replace the developer unit.

Developer unit part number:

Black: 5PN82-67002
For instructions: see the Service Manual for this printer.

60.WX.YZ error messages

60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

60.00.02 or 60.01.02 583

 1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

584 Chapter 6 Numerical control panel messages

 1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for onsite technicians 585

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

586 Chapter 6 Numerical control panel messages

 b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: 5QK09-60120

For instructions: See the Service Manual for this printer.

4. Check the tray 2 pickup motor.

a. Diagnose the tray 2 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 2 > Tray 2 Pickup Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Push the lever to check the reading value changes.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J35).

Recommended action for onsite technicians 587

 c. Retest the motor. If the test fails, replace the motor.

Tray 2 pickup motor: JC93-01083A

For instructions: see the Service Manual for this printer.

5. Check the tray 2 stack height sensor.

a. Diagnose the stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 2 > Tray 2 Stack Height Sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (J37)

c. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01694A (Upper assembly)
For Tray 2 stack height sensor instructions: see the Service Manual for this printer.
For Tray 2 pickup assembly instructions: See the Service Manual for this printer.

588 Chapter 6 Numerical control panel messages

60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

60.00.03 or 60.01.03 589

 3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: 5QK09-60121

4. Check the tray 3 pickup motor.

a. Diagnose the tray 3 pickup motor.

590 Chapter 6 Numerical control panel messages

 ■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 3 > Tray 3 Pickup Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, replace the motor.

Part number:
Tray 3 pickup motor: JC93-01083A
For instructions, see the Service Manual for this printer.

5. Check the tray 3 stack height sensor.

a. Diagnose the tray 3 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 3 > Tray 3 Stack Height Sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

Recommended action for onsite technicians 591

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (J37)

d. Replace the sensor as needed.

Part number:
Tray 3 stack height sensor: 0604-001393
Or Tray 3 pickup assembly: JC90-01695A (Upper assembly)
For instructions, see the Service Manual for this printer.

60.00.04 or 60.01.04 (DCF)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

592 Chapter 6 Numerical control panel messages

 1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, 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. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for call-center agents 593

 3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Part number:
DCF Tray 4: 5QJ08-61007
For instructions: See the Service Manual for this printer.

4. Check the tray 4 pickup motor.

a. Diagnose the tray 4 pickup motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

594 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (DCF-CN601).

c. Retest the motor. If the test fails, replace the motor.

Tray 4 pickup motor: JC93-01083A

For instructions: see the Service Manual for this printer.

5. Check the tray 4 stack height sensor.

a. Diagnose the tray4 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 4 > Tray 4 stack height sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (DCF-
CN502)

Recommended action for onsite technicians 595

 d. Replace the sensor as needed.

Tray 4 stack height sensor: 0604-001393

Or Tray 4 pickup assembly: 5QK08-61009 (Upper assembly)
For Tray 4 stack height sensor instructions: see the Service Manual for this printer.
For Tray 4 pickup assembly instructions: See the Service Manual for this printer.

60.00.04 or 60.01.04 (HCI)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

596 Chapter 6 Numerical control panel messages

 1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for onsite technicians 597

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Part number:
HCI Tray 4: 5QK08-61014
For instructions: See the Service Manual for this printer.

4. Check the tray 4 lift motor.

a. Diagnose the tray 4 lift motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 pickup motor (Lift)

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

598 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (HCI-CN902).

c. Retest the motor. If the test fails, replace the motor.

Tray 4 lift motor: JC31-00109A

For instructions: see the Service Manual for this printer.

5. Check the tray 4 knockup home sensor.

a. Diagnose the tray 4 knockup home sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 4Tray 4 knockup home sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Cover the sensor to check the reading value changes. (Move the shift plate).

Recommended action for onsite technicians 599

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (HCIsub-
CN2)

d. Replace the sensor as needed.

Part number:
Knockup home sensor: 0604-001393
For instructions see the Service Manual for this printer.

6. Lift the tray 4 shift plate home sensor.

a. Diagnose the tray 4 shift plate home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 shift plate home sensor

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

600 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (HCIsub-
CN3)

c. Replace the sensor as needed.

Part number:
HCI (Tray 4) shift tray empty and home sensors: 0604-001393
For instructions see the Service Manual for this printer.

7. Check the tray 4 stack height sensor. (HCI)

a. Diagnose the tray 4 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 4 > Tray 4 stack height sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

Recommended action for onsite technicians 601

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (HCI-
CN502)

d. Replace the sensor as needed.

Part number:
Tray 4 stack height sensor: 0604-001393
For instructions: see the Service Manual for this printer.

60.00.05 or 60.01.05 (DCF)

Indicates tray 5 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

602 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents 603

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Part number:
DCF Tray 5: 5QJ08-61005
For instructions: See the Service Manual for this printer.

4. Check the Tray 5 pickup motor.

a. Diagnose the Tray 5 pickup motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 > Tray 5 pickup motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

604 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (DCF-CN801).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Tray 5 pickup motor: JC93-01083A
For instructions: see the Service Manual for this printer.

5. Check the tray 5 stack height sensor.

a. Diagnose the tray 5 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 5 > Tray 5 stack height sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

Recommended action for onsite technicians 605

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (DCF-
CN501)

d. Replace the sensor as needed.

Tray 5 stack height sensor: 0604-001393

Or Tray 5 pickup assembly: 5QK08-61010 (Upper assembly)
For Tray 5 stack height sensor instructions: see the Service Manual for this printer.
For Tray 5 pickup assembly instructions: See the Service Manual for this printer.

60.00.05 or 60.01.05 (sHCI)

Indicates tray 5 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

606 Chapter 6 Numerical control panel messages

 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. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray 5 or tray 6 lift motor (sHCI).

Recommended action for call-center agents 607

 a. Diagnose the tray 5 or tray 6 lift motor (sHCI).

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 (or Tray6) > Tray 5 (or Tray6) Elevating Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (sHCI-CN701).

c. Retest the motor. If the test fails, replace the motor.

Tray 5 or tray 6 lift motor: JC31-00109A

For instructions: see the Service Manual for this printer.

608 Chapter 6 Numerical control panel messages

 4. Check the tray 5 or tray 6 stack height sensor. (sHCI)

a. Diagnose the tray 5 or tray 6 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 5 (or Tray 6) > Tray 5 (or Tray 6) stack height sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (sHCI-
CN502)

d. Replace the sensor as needed.

Tray 5 or tray 6 stack height sensor: 0604-001393

For instructions: see the Service Manual for this printer.

60.00.06 or 60.01.06 (sHCI)

Indicates tray 6 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

60.00.06 or 60.01.06 (sHCI) 609

 ● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

610 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray 5 or tray 6 lift motor (sHCI).

a. Diagnose the tray 5 or tray 6 lift motor (sHCI).

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 (or Tray 6) > Tray 5 (or Tray 6) elevating motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

Recommended action for onsite technicians 611

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (sHCI-CN701).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Tray 5 or tray 6 lift motor: JC31-00109A
For instructions: see the Service Manual for this printer.

4. Check the tray 5 or tray 6 stack height sensor. (sHCI)

a. Diagnose the tray 5 or tray 6 stack height sensor.

Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 5 (or Tray 6) > Tray 5 (or Tray 6) stack height sensor
To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Push the lever to check the reading value changes.

612 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (sHCI-
CN502)

d. Replace the sensor as needed.

Part number:
Tray 5 or tray 6 stack height sensor: 0604-001393
For instructions: see the Service Manual for this printer.

60.02.04
The tray 4 shift sensor or shift motor is in a faulty or abnormal state.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

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, dispatch an onsite technician.

60.02.04 613
 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray 4 Paper Shift motor.

a. Diagnose the tray 4 Paper Shift motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Paper Shift Motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

614 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (HCIsub-CN902).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Tray 4 paper shift motor: JC31-00125A
For instructions: see the Service Manual for this printer.

60.03.04
The tray 4 gate sensor or gate solenoid is in a faulty or abnormal state.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

60.03.04 615
 2. Check the tray 4 gate solenoid home sensor.

a. Diagnose the tray 4 gate solenoid home sensor.

■ Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 gate solenoid home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. Replace the sensor as needed.

Tray 4 gate solenoid home sensor: 0604-001393

For instructions: see the Service Manual for this printer.

3. Check the tray 4 shift gate solenoid.

616 Chapter 6 Numerical control panel messages

a. Diagnose the tray 4 shift gate solenoid.

■ Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Gate Solenoid

And check the solenoid sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA. (HCIsub-CN6)

Recommended action for onsite technicians 617

 ■ Retest the solenoid. If the test fails, replace the solenoid.

Tray 4 shift gate solenoid: JC33-00031B

For instructions: see the Service Manual for this printer.

61.WX.YZ error messages

61.00.00
Connection between the HP formatter and the engine control board was lost.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

61.00.01
A hardware-related failure has been detected by the engine.

618 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

61.00.06
Connection Between Formatter and Engine lost because of the response time out

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for customers 619

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

62.WX.YZ error messages

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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 connectors on the formatter. Reseat them if necessary.

620 Chapter 6 Numerical control panel messages

 3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

63.WX.YZ error messages

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. If the error persists, 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.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power
(110V/ 220V).

5. Make sure all internal components are fully seated and making good contact.

6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully
seated and the connectors are not damaged.

63.00.01
The drum unit is not making an electrical connection.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.* errors 621

 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Check the HVPS connection(CN4).

63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-
voltage power supplied to the transfer roller.

There is an error in the resistance value of the transfer roller.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the side cover.

622 Chapter 6 Numerical control panel messages

 2. Replace the paper transfer belt (PTB).

Part number: 5PN85-67001

For instructions: see the Service Manual for this printer.

3. If the error persists, replace the high voltage power supply (HVPS).

Part number: 5QK09-60001

For instructions: see the Service Manual for this printer.

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.

The temperature of the CPU is more than the permitted value.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the formatter.

Part number: 6CF14-67002

For instructions: see the Service Manual for this printer.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old
formatter and inserted on the new formatter.

63.00.0B 623
 Figure 6-112 Connection 33

2. Assemble the rear cover and turn the printer on.

63.00.17, 63.00.18, 63.00.19, or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).

The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents or onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error presists, turn the printer off.

a. Remove the rear cover.

b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

3. If the error persists, replace the formatter.

Part number: 6CF14-67002

For instructions: see the Service Manual for this printer.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old formatter
and inserted on the new formatter.

624 Chapter 6 Numerical control panel messages

 Figure 6-113 Connection 33

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)

The TPM is not installed or incorrect TPM is installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

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.

a. Remove the rear cover.

63.00.1B 625
 b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

Figure 6-114 Connection 33

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK
board.

63.00.1F
The network function does not work due to a fault in the wired network PHY chips.

Recommended actions for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Check if the green LED of the network port is on.

2. If network port is not on, unplug and reconnect the network cable.

3. If the error persists, replace the formatter.

Part number: 6CF14-67002

For instructions: see the Service Manual for this printer.

63.00.20
An error occurred in the 24V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

626 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. 14. If the error persists, dispatch an onsite technician to check the Formatter connections(J49, J96)
and LVPS connections(CN2, CN3).

Figure 6-115 Formatter

Figure 6-116 LVPS

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

Recommended action for onsite technicians 627

 2. Check the Formatter connection(J49) and LVPS connections(CN2, CN3).

Figure 6-117 Formatter

Figure 6-118 LVPS

3. If the test fails, replace the LVPS.

Part number:
Part number: (110V) JC44-00149C
Part number: (220V) JC44-00150C
For instructions: see the Service Manual for this printer.

63.00.21
The printer fails to operate correctly due to a lack of input voltage capacity.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

628 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affectingthe power
(110V/220V).

63.00.23
The heater control relay operates incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If there is not abnormal fan noise, send technician with service items below.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001
220V fuser part number: 5PN77-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove and reinstall the fuser unit.

3. Turn the printer on.

4. If the error persists, replace the fuser unit.

100V fuser part number: 5PN53-67001

110V fuser part number: 5PN76-67001

Recommended action for call-center agents and onsite technicians 629

 220V fuser part number: 5PN77-67001
For instructions: see the Service Manual.

63.00.24
There is no high voltage power supply (HVPS) present.

The HVPS harness is disconnected or incorrectly assembled.

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. Check if the HVPS is installed.

3. Check if there is any damage to the HVPS wire harness or connector and ensure it is connected
correctly.

4. Replace the HVPS.

Part number: 5QK09-60001

For instructions: see the Service Manual for this printer.

63.00.25, 63.00.26
Laser scanner motor error.

63.00.25: The LSU motor is stopped, but the ready signal indicates that the LSU motor is operating.

63.00.26: The LSU motor is operating, but the ready signal for the LSU motor does not change.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

630 Chapter 6 Numerical control panel messages

 2. If the error persists, dispatch an onsite technician with LSU for the error reported.

Part number:
LSU: JC97-05147A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off.

2. Check the LSU motor

■ Diagnose the LSU motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Motor

An check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to
the PCA (J55).

Recommended action for onsite technicians 631

 iii. Retest the motor. If the test fails, replace the LSU.

Part number:

LSU: JC97-05147A

For instructions: see the Service Manual for this printer.

63.00.27, 63.00.28
Laser scanner error.

63.00.27: The H Sync signal of the LSU is abnormal.

63.00.28: The LSU motor is operating, but the ready signal of the LSU motor indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with LSU for the error reported.

Part number:
LSU: JC97-05147A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

632 Chapter 6 Numerical control panel messages

 1. Check the LSU unit.

■ Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J55).

2. If the error persists, replace the LSU unit.

Part number:
LSU unit: JC97-05147A
For instructions: see the Service Manual for this printer.

63.00.35
The laser/scanner unit is not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.00.35 633
 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the LSU motor

■ Diagnose the LSU motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Motor

An check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to
the PCA (J55).

634 Chapter 6 Numerical control panel messages

 iii. Retest the motor. If the test fails, replace the LSU.

LSU: JC97-05147A

For instructions: see the Service Manual for this printer.

3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector J55
on the formatter.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off
and the power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the LSU.

LSU: JC97-05147A
For instructions: see the Service Manual for this printer.

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/
scanner unit, and then replace the formatter.

Part number: 6CF14-67002

For instructions: see the Service Manual for this printer.

63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors

Black developer T/C sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number:
Black: 5PN82-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. Check the Formatter connection. (J58)

3. Check if the developer unit connector (4 pin) is connected correctly. Check if the pin is deformed. If
the connector is damaged, replace the developer unit.

636 Chapter 6 Numerical control panel messages

4. Check the toner concentration sensor in the developer unit.

a. Reinstall the developer unit.

b. Replace the developer unit as needed.

Part number:
Black: 5PN82-67002
For instructions: see the Service Manual for this printer.

5. Rub the test page by hand, if any unfixed particles are palpable, check the HVPS.

6. Check the HVPS.

Recommended action for onsite technicians 637

 7. Check if HVPS contact points (CN3, CN4, THV) are connected normally and if an error persists,
re-install HVPS.

8. Print one page. If the print quality is not good, replace the HVPS.

Part number:
HVPS: 5QK09-60001
For instructions: see the Service Manual for this printer.

63.00.43
The eraser lamp does not turn on.

Recommended actions for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the eraser LED.

a. Open the right side cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03082622

● Advanced Service

● Advanced Diagnostics

● Component Tests

638 Chapter 6 Numerical control panel messages

 c. Run test 107-0169 Black Eraser Detect.

d. Touch Start and status will change to "Executing."

e. When "Executing" message displays, touch Get Status.

f. If the status reads "High," the erase LED is functioning normally.

g. If the status reads "Low," the erase LED is abnormal.

3. If the error persists, replace the assembly that includes the eraser PCA.

Eraser part number: 5QK09-64014

4. If the error persists, replace the formatter.

Part number: 6CF14-67002

For instructions: see the Service Manual for this printer.

63.00.49 General engine failure

Light power degradation or no power due to burnt of LSU Laser Diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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, dispatch an onsite technician with the LSU that corresponds to the error
reported.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the FCC connection with disconnect and reconnect FFC on LSU(Laser/Scanner Unit) and on
the formatter.

3. If the FFC is defective, replace the FFC.

4. If FFC is OK and the problem persists, then replace the LSU.

63.00.49 General engine failure 639

 63.00.50
Tray 2 prefeed 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. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Check the tray 2 prefeed sensor.

a. Diagnose the tray 2 prefeed sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics >
SensorsTray > Tray 2 > Prefeed 2 Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Cover the sensor to check the reading value changes. (Push paper between rollers.)

640 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (J37)

c. Replace the sensor as needed.

Part number:
Tray 2 prefeed sensor: 0604-001490
Or Tray 2 pickup assembly: JC93-01694A (Upper assembly)
For Tray 2 prefeed sensor instructions: see the Service Manual for this printer.
For Tray 2 pickup assembly instructions: See the Service Manual for this printer.

63.00.51
Tray 3 prefeed 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. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

63.00.51 641
 2. Check the tray 3 prefeed sensor.

a. Diagnose the tray 3 prefeed sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 3 > Prefeed 3 Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Cover the sensor to check the reading value changes. (Push paper between rollers.)

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (J37)

c. Replace the sensor as needed.

Tray 3 prefeed sensor: 0604-001381

Or Tray 3 pickup assembly: JC93-01695A (Upper assembly
For Tray 3 prefeed sensor instructions: see the Service Manual for this printer.
For Tray 3 pickup assembly instructions: see the Service Manual for this printer.

63.00.52 (DCF)
Tray 4 prefeed sensor failure (DCF).

642 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Check the prefeed 4 sensor. (DCF Tray 4)

a. Diagnose the prefeed 4 sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Prefeed 4 Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Cover the sensor to check the reading value changes. (Push paper between rollers.)

Recommended action for customers 643

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (DCF-
CN502)

c. Replace the sensor as needed.

Prefeed 4 sensor: 0604-001381

Or Tray 4 pickup assembly: 5QK08-61009 (Upper assembly)
For Prefeed 4 sensor instructions: see the Service Manual for this printer.
For Tray 4 pickup assembly instructions: See the Service Manual for this printer.

63.00.52 (HCI)
Tray 4 prefeed sensor failure (HCI).

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

644 Chapter 6 Numerical control panel messages

 2. Check the prefeed 4 sensor. (HCI Tray 4)

a. Diagnose the prefeed 4 sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Prefeed 4 Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Cover the sensor to check the reading value changes. (Push paper between rollers.)

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (HCI-
CN502)

c. Replace the sensor as needed.

Prefeed 4 sensor: 0604-001381

For instructions: see the Service Manual for this printer.

63.00.53 (DCF)
Tray 5 prefeed sensor failure (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.00.53 (DCF) 645

 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Check the prefeed 5 sensor. (DCF Tray 5)

a. Diagnose the prefeed 5 sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Prefeed 5 Sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Cover the sensor to check the reading value changes. (Push paper between rollers.)

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA. (DCF-
CN501)

c. Replace the sensor as needed.

Prefeed 5 sensor: 0604-001381

646 Chapter 6 Numerical control panel messages

 Or Tray 5 pickup assembly: 5QK08-61010 (Upper assembly)
For Prefeed 5 sensor instructions: See the Service Manual for this printer.
For Tray 5 pickup assembly instructions: See the Service Manual for this printer.

63.4D.01
Engine firmware crash in the portability layer.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Please upgrade the firmware to 4.6.1 or newer.

3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.4D.02
Engine firmware crash in an uncontrolled area.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.53.01
Engine crash on the scan area.

63.4D.01 647
 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 onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Check all the connections and cables between the automatic document
feeder and the Scan Joint board. If cables check out good visually and with a continuity check, then
replace the Scan Joint board.

Part number: Y6V12-60035

For instructions: see the Service Manual for this printer.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

648 Chapter 6 Numerical control panel messages

 3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and re-seat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001

For instructions: see the Service Manual for this printer.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.02
Imaging ASIC card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.01.03
Imaging ASIC card memory failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

64.01.02 649
 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: 6HN30-67001

For instructions: see the Service Manual for this printer.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

650 Chapter 6 Numerical control panel messages

 1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

64.01.05 651
 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

652 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 formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

Recommended action for onsite technicians 653

 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

64.03.04
ASIC socket error

This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd
core.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

654 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, elevate the case using the Standard Support Process.

64.04.01
Workflow Accelerator Card not detected

Recommended action for customers

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.

3. Power cycle product. All features of product will still be functional, but performance of Compact
PDF jobs might be slower.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the error persists, elevate the case using the Standard Support Process.

64.04.02
Workflow Accelerator Card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians 655

 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, dispatch an onsite technician.

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, remove and reseat the accelerator card.

64.04.04
Workflow Accelerator Card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.05
Workflow Accelerator Card assertion failure

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.

656 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, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.06
Workflow Accelerator Card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.08
Workflow Accelerator Card Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents 657

 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, dispatch an onsite technician.

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 cooling fan or the accelerator card.

64.04.09
Workflow Accelerator Card Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the cooling fan or the accelerator card.

64.04.11 Workflow Accelerator Card assertion internal clock failure

Workflow accelerator clock 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.

658 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, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.12 Workflow Accelerator Card OCR failure

Workflow accelerator card 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. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

Recommended action
Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 659

 Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact HP support at www.hp.com/go/contactHP.

65.00.A1
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

660 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 661

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

662 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 663

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

664 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for onsite technicians 665

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, replace the inner finisher PCA.

Part number: Inner finisher PCA - 6GW49-60001

For instructions: see the Service Manaul for this printer.

65.00.A2
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

666 Chapter 6 Numerical control panel messages

 2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

Recommended action for call-center agents 667

 2. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher PCA cables (CN1, CN15).

5. If the error persists, replace the finisher PCA or bridge unit.

PCA part number: 6GW55-60001

For instructions: see the Service Manual for this printer.

66.* errors
Errors in the 66.* family are related to output accessories.

668 Chapter 6 Numerical control panel messages

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. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

66.00.A2 (2k/3k)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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 customer says the error has not been resolved, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the finisher connector.

Recommended action 669

 66.40.36
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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, have the service tech prepare one of the the following parts below for a
customer visit.

NOTE: Please make sure different punch units are provided depending on the area of use.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - 155P7-67001

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - 155P8-67001
Part number: HP LaserJet Inner Finisher Swedish Punch - 155P9-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Locate the punch motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

670 Chapter 6 Numerical control panel messages

 ● Inner finisher

● Punch

● Punch motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the motor sound for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-rear joint).

d. Retest the motor. If the test fails, replace the motor.

NOTE: Be aware different punch units are provided depnding on the area of use.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - 155P7-67001

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - 155P8-67001
Part number: HP LaserJet Inner Finisher Swedish Punch - 155P9-67001
For instructions: see the Service Manual for this printer.

3. Run the diagnostic test for the punch motor sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

Recommended action for onsite technicians 671

 ● Inner finisher

● Punch

● Punch motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
rear joint).

d. If the error persists, replace the sensor.

NOTE: Be aware that different punch hole units are provided depending on their area of use.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - 155P7-67001

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - 155P8-67001
Part number: HP LaserJet Inner Finisher Swedish Punch - 155P9-67001
For instructions: see the Service Manual for this printer.

66.40.46
The finisher experienced a punch scan unit error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

672 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 673

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

674 Chapter 6 Numerical control panel messages

 3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents 675

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

676 Chapter 6 Numerical control panel messages

 b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, turn the printer off, and then on.

6. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number: HP LaserJet Finisher Hole 2/3 Punch - Y1G10-67901

Part number: HP LaserJet Finisher Hole 2/4 Punch - Y1G11-67901
Part number: HP LaserJet Finisher Swedish Punch - Y1G12-67901

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for onsite technicians 677

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

678 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

Recommended action for onsite technicians 679

 4. If the error persists, turn the printer off, and then on.

5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number: HP LaserJet Finisher Hole 2/3 Punch - Y1G10-67901

Part number: HP LaserJet Finisher Hole 2/4 Punch - Y1G11-67901
Part number: HP LaserJet Finisher Swedish Punch - Y1G12-67901
For instructions: See the Service Manual for this printer.

66.40.50
The finisher experienced a punch unit error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

680 Chapter 6 Numerical control panel messages

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher front cover and inner jams access cover.

b. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

Recommended action for customers 681

 b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

682 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents 683

 e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number: HP LaserJet Finisher Hole 2/3 Punch - Y1G10-67901

Part number: HP LaserJet Finisher Hole 2/4 Punch - Y1G11-67901
Part number: HP LaserJet Finisher Swedish Punch - Y1G12-67901

684 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for onsite technicians 685

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

686 Chapter 6 Numerical control panel messages

 b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number: HP LaserJet Finisher Hole 2/3 Punch - Y1G10-67901

Part number: HP LaserJet Finisher Hole 2/4 Punch - Y1G11-67901
Part number: HP LaserJet Finisher Swedish Punch - Y1G12-67901
For instructions: See the Service Manual for this printer.

Recommended action for onsite technicians 687

 7. Check the finisher main PCA cables (CN7).

8. If the error persists, replace the finisher main PCA.

Part number: Finisher main PCA - 6GW55-60001

For instructions: see the Service Manaul for this printer.

66.40.84
The inner-finisher punch unit experienced a punch home sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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, have the service tech prepare one of the the following parts below for a
customer visit.

NOTE: Please make sure that different punch units are provided depending on the area of use.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - 155P7-67001

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - 155P8-67001
Part number: HP LaserJet Inner Finisher Swedish Punch - 155P9-67001

688 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Locate the punch home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Punch

● Punch home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (inner-
rear joint).

d. If the error persists, replace the sensor.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - 155P7-67001

Recommended action for onsite technicians 689

 Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - 155P8-67001
Part number: HP LaserJet Inner Finisher Swedish Punch - 155P9-67001
For instructions: see the Service Manaul for this printer.

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

690 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

Recommended action for customers 691

 3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

692 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 693

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

694 Chapter 6 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for onsite technicians 695

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

696 Chapter 6 Numerical control panel messages

4. If the error persists, turn the printer off, and then on.

5. Remove all paper from the finisher output bin, and then ensure that the paper holder levers are not
obstructed.

6. Locate the paper holding solenoid and run the diagnostic test on the solenoid.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Output tray

● Paper holding solenoid

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the solenoid for any irregularity.

Recommended action for onsite technicians 697

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (inner-paper holding solenoid).

d. Retest the solenoid. If the test fails, replace the solenoid.

Part number: Paper holding solenoid - JC33-00037A

For instructions: see the Service Manaul for this printer.

7. Locate the paper holding sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Output tray

● Output tray paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

698 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number: Output tray paper holding sensor - 0604-001393

For instructions: see the Service Manual for this printer.

66.60.27
The finisher experienced a front tamper unit error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

66.60.27 699
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

700 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the front tamper area and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 701

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

702 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the front tamper area and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents 703

 4. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Front tamper assembly - JC82-00901A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

704 Chapter 6 Numerical control panel messages

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for onsite technicians 705

 3. Check the front tamper area and remove any jams or obstructions.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, locate the front tamper motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Front tamper motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

706 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN5).

d. Retest the motor. If the test fails, replace the motor.

Part number: Front tamper motor - JC93-01001A

For instructions: see the Service Manaul for this printer.

6. If the error persists, locate the front tamper home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Recommended action for onsite technicians 707

 ● Front tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN5).

d. Retest the sensor. If the test fails, replace the sensor.

Part number: Front tamper home sensor - 0604-001393

For instructions: see the Service Manaul for this printer.

66.60.28
The rear tamper unit has experienced an error.

Inner finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

708 Chapter 6 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Inner finisher: Recommended action for customers 709

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

710 Chapter 6 Numerical control panel messages

 2. Check the tamper and remove any obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Inner finisher: Recommended action for call-center agents 711

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

712 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the tamper and remove any obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician to check.

Part number: Rear tamper assembly - JC82-00900A

Inner finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Inner finisher: Recommended action for onsite technicians 713

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

714 Chapter 6 Numerical control panel messages

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Inner finisher: Recommended action for onsite technicians 715

 2. Check the tamper and remove any obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, run a diagnostic test on the rear tamper motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Tamper

● Rear tamper motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

716 Chapter 6 Numerical control panel messages

 b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-rear).

d. Retest the motor. If the test fails, replace the motor.

Part number: Rear tamper motor - JC93-01001A

For instructions: see the Service Manual for this printer.

5. If the error persists, run a diagnostic test on the rear tamper home sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Tamper

● Rear tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

Inner finisher: Recommended action for onsite technicians 717

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-rear).

d. Retest the sensor. If the test fails, replace the sensor.

Part number: Rear tamper home sensor - 0604-001393

For instructions: see the Service Manual for this printer.

Stapler/stacker - booklet maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

718 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker - booklet maker: Recommended action for customers 719

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/stacker - booklet maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

720 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker - booklet maker: Recommended action for call-center agents 721

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Rear tamper assembly - JC82-00898A

Stapler/stacker - booklet maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

722 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/stacker - booklet maker: Recommended action for onsite technicians 723

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, move the rear tamper from the home position to the end.

4. If the error persists, locate the rear tamper motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

724 Chapter 6 Numerical control panel messages

 ● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Rear tamper motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN5).

d. Retest the motor. If the test fails, replace the motor.

Part number: Rear tamper motor - JC93-01001A

For instructions: see the Service Manaul for this printer.

Stapler/stacker - booklet maker: Recommended action for onsite technicians 725

 5. If the error persists, locate the rear tamper home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Rear tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

726 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN5).

d. Retest the sensor. If the test fails, replace the sensor.

Part number: Rear tamper home sensor - 0604-001393

For instructions: see the Service Manaul for this printer.

66.60.30
The inner-finisher experienced an output bin motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the customer says the error has not been resolved, send a technician to check. The technician
should have the following part prepared for the customer visit.

Part number: Output tray motor - JC31-00178B

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

66.60.30 727
 1. Turn the printer off, and then on.

2. Locate the output tray motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Output tray

● Output tray motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-front).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Output tray motor: JC31-00178B
For instructions: see the Service Manaul for this printer.

728 Chapter 6 Numerical control panel messages

 3. Locate the output tray motor sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Output tray

● Output tray motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Output tray motor sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.60.32
The inner-finisher experienced a paper holding sensor error.

66.60.32 729
 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.

Inner finisher: 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 customer says the error has not been resolved, send a technician to check. The technician
should have the following part prepared for the customer visit.

Paper holding kit (paper holding solenoid and paper holding sensor) part number: JC90-01314A

Stapler/stacker - booklet maker: 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 customer says the error has not been resolved, send a technician to check.

Inner finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Locate the output tray paper holding sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Output tray

730 Chapter 6 Numerical control panel messages

 ● Output tray paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number: Output tray paper holding sensor - 0604-001393

For instructions: see the Service Manaul for this printer.

Stapler/stacker - booklet maker: 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, locate the main output tray motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

Stapler/stacker - booklet maker: Recommended action for onsite technicians 731

 ● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Main output tray motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN8).

d. Retest the motor. If the test fails, replace the motor.

Part number: Main output tray motor - JC90-01415B

For instructions: see the Service Manaul for this printer.

732 Chapter 6 Numerical control panel messages

3. If the error persists, locate the main output tray motor sensor and run the diagnostic test on the
sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Main output tray motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

Stapler/stacker - booklet maker: Recommended action for onsite technicians 733

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN8).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Main output tray motor sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

4. If the error persists, locate the main output tray top of stack sensor and run the diagnostic test on
the sensor.

a. Open the following menus:

● Support Tools

● Service

734 Chapter 6 Numerical control panel messages

 ● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Main output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Main output tray top of stack sensor: JC82-01039A
For instructions: see the Service Manaul for this printer.

66.60.77, 66.60.78, 66.60.79, 66.60.80, 66.80.04 (inner finisher)

Inner finisher paddel unit error.

The paddle unit of the inner finisher experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

66.60.77, 66.60.78, 66.60.79, 66.60.80, 66.80.04 (inner finisher) 735

 2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

736 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

Recommended action for customers 737

 3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

738 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

Recommended action for call-center agents 739

 3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician with the part.

Part number: Paddle motor - JC90-01331A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

740 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

Recommended action for onsite technicians 741

 3. Open and then close the finisher door to check if the finisher executes the initialization process.

4. Test the finisher by sending another job.

5. If the error persists, locate the main paddle motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Paddle

● Main paddle motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-front).

742 Chapter 6 Numerical control panel messages

 d. Retest the motor. If the test fails, replace the motor.

Part number:
Main paddle motor: JC90-01331A
For instructions: see the Service Manaul for this printer.

6. If the error persists, locate the main paddle home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Paddle

● Main paddle home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

Recommended action for onsite technicians 743

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Main paddle home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.60.77 (stapler/stacker - booklet maker)

Holding sensor error.

The finisher experienced a front paper holding sensor 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.

744 Chapter 6 Numerical control panel messages

 2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-119 Shipping retainer screw

3. If the customer says the error has not been resolved, send a technician to check.

Stapler/stacker - booklet maker: 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, locate the front paper holding sensor and run the diagnostic test on the
sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Stapler/stacker - booklet maker: Recommended action for onsite technicians 745

 ● Front paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Front paper holding sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.60.78 (stapler/stacker - booklet maker)

Holding sensor error.

The finisher experienced a rear paper holding sensor 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.

746 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-120 Shipping retainer screw

3. If the customer says the error has not been resolved, send a technician to check.

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, locate the rear paper holding sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Recommended action for onsite technicians 747

 ● Rear paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Rear paper holding sensor: 0604-001393
For instructions: see the Service Manual for this printer.

66.60.79 (stapler/stacker - booklet maker)

Paddle unit error.

The finisher experienced a paddle unit error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

748 Chapter 6 Numerical control panel messages

 1. Check the main output tray top of stack sensor.

2. Check to see if there is any substance blocking the space between the sensors, and, if there is,
remove it.

3. Test the finisher by sending another job.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the main output tray top of stack sensor.

2. Check to see if there is any substance blocking the space between the sensors, and, if there is,
remove it.

3. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for call-center agents 749

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Check the main output tray top of stack sensor.

2. Run the sensor diagnostic test:

a. Open the following menus:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensor > Stapler/
stacker finisher > Output Tray > Main output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:

750 Chapter 6 Numerical control panel messages

 Main output tray top of stack sensor: JC82-01039A
For instructions: see the Service Manual for this printer.

66.60.80 (stapler/stacker - booklet maker)

Top of stack error.

The finisher experienced a main output tray top of stack switch 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. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-121 Shipping retainer screw

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

66.60.80 (stapler/stacker - booklet maker) 751

 2. If the error persists, locate the main output tray top of stack switch and run the diagnostic test on
the switch.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Main output tray top of stack switch

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the switch for any irregularity.

752 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN9).

d. Retest the switch. If the test fails, replace the switch.

Main output tray top of stack switch: JC82-01039A

For instructions: See the Service Manual for this printer.

66.60.81
The inner-finisher experienced an output tray top of stack sensor 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. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

66.60.81 753
 2. Locate the paper holding solenoid and run the diagnostic test on the solenoid.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Output tray

● Paper holding solenoid

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the solenoid for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (inner-paper holding solenoid).

d. Retest the solenoid. If the test fails, replace the solenoid.

Part number:
Paper holding solenoid: JC33-00037A
For instructions: see the Service Manaul for this printer.

754 Chapter 6 Numerical control panel messages

3. Locate the output tray top of stack sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Output tray

● Output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Output tray top of stack sensor: JC82-01039A
For instructions: see the Service Manaul for this printer.

Recommended action for onsite technicians 755

 66.60.83
The inner-finisher experienced an ejector2 motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-6 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

756 Chapter 6 Numerical control panel messages

 1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-7 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-8 Sub-ejector paddles

Item Description

1 Paddle in correct position

Recommended action for onsite technicians 757

 Table 6-8 Sub-ejector paddles (continued)

Item Description

2 Paddle out of position

2. Turn the printer off, and then on.

3. Locate the ejector2 motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Ejector

● Ejector2 motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-ejector).

d. Retest the motor. If the test fails, replace the motor.

Part number:

758 Chapter 6 Numerical control panel messages

 Ejector2 motor: JC93-01168A
For instructions: see the Service Manaul for this printer.

4. Locate the ejector2 motor sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Ejector

● Ejector2 motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
ejector).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector2 motor sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

Recommended action for onsite technicians 759

 66.60.84
The inner-finisher end fence sensor did not detect paper.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

760 Chapter 6 Numerical control panel messages

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. Locate the end fence sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● End fence

● End fence sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

Recommended action for onsite technicians 761

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
rear).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
End fence sensor: 0604-001381
For instructions: see the Service Manaul for this printer.

66.80.04
The finisher experienced a paddle unit failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

762 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 763

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

764 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents 765

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

766 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for onsite technicians 767

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, locate the paddle motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Paddle motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

768 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN5).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Paddle motor: JC93-01001A
For instructions: see the Service Manaul for this printer.

3. If the error persists, locate the paddle home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Recommended action for onsite technicians 769

 ● Paddle home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN5).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Paddle home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.80.05
The finisher experienced an ejector failure.

Inner finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

770 Chapter 6 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Inner finisher: Recommended action for customers 771

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/stacker - booklet maker: 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.

Inner finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

772 Chapter 6 Numerical control panel messages

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Inner finisher: Recommended action for call-center agents 773

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

774 Chapter 6 Numerical control panel messages

 4. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Ejector assembly - SS456-61001

Stapler/stacker - booklet maker: 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 customer says the error has not been resolved, send a technician to check.

Inner finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Stapler/stacker - booklet maker: Recommended action for call-center agents 775

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

776 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts, and remove any obstructions.

5. Locate the two metal ejectors (callout 1), and check for either deformed ejectors (callout 2) or
correctly formed ejectors (callout 3).

Inner finisher: Recommended action for onsite technicians 777

778 Chapter 6 Numerical control panel messages
a. If one or both of the metal ejectors is deformed, remove the screw that secures the sub paddle
shaft assembly in place, and then lift the assembly up as shown in order to gain access to the
deformed metal ejector that is stuck on the shaft.

b. Push down on the deformed metal ejector to reshape it to a square shape. The objective is to
have 90-degree corners as shown.

Inner finisher: Recommended action for onsite technicians 779

 6. If the error persists, locate the ejector1 motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Ejector

● Ejector1 motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-ejector).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector1 motor: JC93-00998A
For instructions: see the Service Manaul for this printer.

780 Chapter 6 Numerical control panel messages

 7. If the error persists, locate the ejector1 home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Ejector

● Ejector1 home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
ejector).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector1 home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

Stapler/stacker - booklet maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Stapler/stacker - booklet maker: Recommended action for onsite technicians 781

 1. Turn the printer off, and then on.

2. If the error persists, locate the ejector1 motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Ejector1 motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

782 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN11).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector1 motor: JC93-01168A
or
Ejector unit: JC90-01802A
For instructions: see the Service Manaul for this printer.

3. If the error persists, locate the ejector1 motor sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

Stapler/stacker - booklet maker: Recommended action for onsite technicians 783

 ● Sensors

● Stapler/stacker finisher

● Ejector1 motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN11).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector1 motor sensor: 0604-001415
or
Ejector unit: JC90-01802A
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manaul for this printer.

4. If the error persists, locate the ejector1 home sensor and run the diagnostic test on the sensor.

784 Chapter 6 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Ejector1 home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN11).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector1 home sensor: 0604-001415
or
Ejector unit: JC90-01802A
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manaul for this printer.

Stapler/stacker - booklet maker: Recommended action for onsite technicians 785

 5. If the error persists, locate the ejector1 end sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Ejector1 end sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN11).

786 Chapter 6 Numerical control panel messages

 d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector1 end sensor: 0604-001415
or
Ejector unit: JC90-01802A
For instructions: see the Service Manaul for this printer.
For instructions: see the Service Manaul for this printer.

66.80.06 (inner finisher)

The finisher experienced an ejector 2 failure.

Inner finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if the black plastic paddles on the sub-ejector mechanism are out of place

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

66.80.06 (inner finisher) 787

 1. Check if the black plastic paddles on the sub-ejector mechanism are out of place.

Figure 6-122 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Inner finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check if the black plastic paddles on the sub-ejector mechanism are out of place

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

788 Chapter 6 Numerical control panel messages

 b. Push on the belt located at the sub-ejector (callout 1 in next image) to make it move towards
the inside of the inner finisher. This action will allow the out of place black plastic paddle to go
back to its correct operating position.

NOTE: The paddles move out of place most often when a user removes pages from the inner
finisher before the job has completed printing. To keep this issue from occurring in the future,
make sure end users wait for their jobs to complete printing before reaching in to remove their
job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

2. If the error persists, locate the ejector2 home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Ejector

● Ejector2 home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

Inner finisher: Recommended action for onsite technicians 789

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (inner-
ejector).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector2 home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.80.06, 66.80.77, 66.80.79 (stapler/stacker - booklet maker)

The finisher experienced an ejector 2 failure.

Stapler/stacker - booklet maker: 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.

Stapler/stacker - booklet maker: 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 customer says the error has not been resolved, send a technician to check.

Stapler/stacker - booklet maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

790 Chapter 6 Numerical control panel messages

2. If the error persists, locate the ejector2 motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Ejector2 motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN11).

Stapler/stacker - booklet maker: Recommended action for onsite technicians 791

 d. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector2 motor: JC93-01168A
or
Ejector unit: JC90-01802A
For instructions: see the Service Manaul for this printer.
For instructions: see the Service Manaul for this printer.

3. If the error persists, locate the ejector2 motor sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Ejector2 motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

792 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN11).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector1 motor sensor: 0604-001415
or
Ejector unit: JC90-01802A
For instructions: see the Service Manaul for this printer.
For instructions: see the Service Manaul for this printer.

4. If the error persists, locate the ejector2 home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

Stapler/stacker - booklet maker: Recommended action for onsite technicians 793

 ● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Ejector2 home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN11).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Ejector2 home sensor: - 0604-001415
or
Ejector unit: - JC90-01802A
For instructions: see the Service Manaul for this printer.
For instructions: see the Service Manaul for this printer.

66.80.08
The inner finisher paper support unit experienced and error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

794 Chapter 6 Numerical control panel messages

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for customers 795

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

796 Chapter 6 Numerical control panel messages

 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 customers

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for customers 797

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

4. Turn the printer off, and then on.

798 Chapter 6 Numerical control panel messages

 5. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Rear paper support assembly - JC90-01311A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for onsite technicians 799

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

800 Chapter 6 Numerical control panel messages

 f. Check the output paper support.

g. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

5. If the error persists, locate the main paddle motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Paper support

Recommended action for onsite technicians 801

 ● Paper support motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-rear).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Paper support motor: JC90-01312A
For instructions: see the Service Manual for this printer.

6. If the error persists, locate the main paddle home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

802 Chapter 6 Numerical control panel messages

 ● Inner finisher

● Paper support

● Paper support home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-rear).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Paper support home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.80.0A
The finisher paper holding unit experienced a stack stabilizer error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

66.80.0A 803
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

804 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the SCU clamp unit and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 805

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

806 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the paper holding unit and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents 807

 4. If the customer says the error has not been resolved, send a technician with the following parts.

Left lower cover part number:

Stapler/stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

808 Chapter 6 Numerical control panel messages

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for onsite technicians 809

 2. Check the paper holding unit and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher for any damaged or loose parts and remove any obstacles.

5. If the error persists, locate the paper holding motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Paper holding motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

810 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN13).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Paper holding motor: JC90-01414A
For instructions: see the Service Manaul for this printer.

6. If the error persists, locate the paper holding home sensor and run the diagnostic test on the
sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Recommended action for onsite technicians 811

 ● Paper holding home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Paper holding home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.80.0B
The finisher stopper experienced an end-fence error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

812 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 813

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

814 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents 815

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician with the following part.

End fence part number: JC90-01466A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

816 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for onsite technicians 817

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. Check the finisher for any damaged or loose parts and remove any obstacles.

818 Chapter 6 Numerical control panel messages

5. If the error persists, locate the end fence motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● End fence motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

Recommended action for onsite technicians 819

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN5).

d. Retest the motor. If the test fails, replace the motor.

Part number:
End fence motor :JC93-01001A
For instructions: see the Service Manaul for this printer.

6. If the error persists, locate the front tamper home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

820 Chapter 6 Numerical control panel messages

 ● Stapler/stacker finisher

● Front tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN5).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Front tamper home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

66.80.0C
The finisher experienced a buffer error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

66.80.0C 821
 Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, locate the main exit cam motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Main exit cam motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

822 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN7).

d. Retest the motor. If the test fails, replace the motor.

Main exit cam motor: 5QJ90-60117

For instructions: See the Service Manual for this printer.

5. If the error persists, locate the main exit cam home sensor and run the diagnostic test on the
sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

Recommended action for call-center agents and onsite technicians 823

 ● Main exit cam home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN7).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Main exit cam home sensor: 0604-001393
For instructions: see the Service Manual for this printer.

66.80.20
Stapler/stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher door.

824 Chapter 6 Numerical control panel messages

2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge.

Recommended action for customers 825

 4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge.

826 Chapter 6 Numerical control panel messages

 6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, 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 finisher door.

2. Use the green knob to move the stapler to the front of the finisher.

Recommended action for call-center agents 827

 3. Remove the staple cartridge,

4. Lift the cartridge tab, and remove any jammed staples.

828 Chapter 6 Numerical control panel messages

 5. If the staple cartridge is empty, replace the staple cartridge.

6. Reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Stapler unit - JC82-00894A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher door.

Recommended action for onsite technicians 829

 2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge,

830 Chapter 6 Numerical control panel messages

4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge - part number: Y1G14-67901 (3 each in a
box).

Recommended action for onsite technicians 831

 6. Reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, disconnect and reconnect both ends of the wire harness to the stapler unit and
the finisher PCA.

10. Retest the finisher. If the error persists, replace the finisher sub-staple unit.

Part number: Stapler unit - JC82-00894A

For instructions: See the Service Manual for this printer.

11. If the staple cartridge is damaged, replace the staple cartridge.

NOTE: Cartridge handle color may vary (blue or green).

Part number: Stapler cartridge - JC81-09882B

For instructions: See the Service Manual for this printer.

832 Chapter 6 Numerical control panel messages

66.80.27
The front alignment tamper experienced an error in the inner finisher output device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

66.80.27 833
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

834 Chapter 6 Numerical control panel messages

 4. Turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for call-center agents 835

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

4. If the error persists, turn the printer off, and then on.

836 Chapter 6 Numerical control panel messages

 5. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Front tamper unit assembly - JC82-00899A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for onsite technicians 837

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

838 Chapter 6 Numerical control panel messages

4. Test the finisher by sending another job.

5. If the error persists, locate the front tamper motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Tamper

● Front tamper motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-front).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Front tamper motor: JC93-01001A
For instructions: see the Service Manaul for this printer.

Recommended action for onsite technicians 839

 6. If the error persists, locate the front tamper home sensor and run the diagnostic test on the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Tamper

● Front tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-front).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Front tamper home sensor: 0604-001393
For instructions: see the Service Manaul for this printer.

840 Chapter 6 Numerical control panel messages

66.80.36
The inner finisher experienced a stapler motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

66.80.36 841
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

842 Chapter 6 Numerical control panel messages

 4. Turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for call-center agents 843

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

844 Chapter 6 Numerical control panel messages

 4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician with the following part.

Part number: Stapler position motor - JC93-00999A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for onsite technicians 845

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

846 Chapter 6 Numerical control panel messages

4. If the error persists, locate the stapler position motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Stapler

● Stapler position motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-rear joint).

d. Retest the motor. If the test fails, replace the motor.

Stapler position motor: JC93-00999A

For instructions: See the Service Manual for this printer.

5. If the error persists, replace the stapler unit.

Stapler unit: 6GW49-60003

For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians 847

 66.80.38
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

848 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 849

 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.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

850 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Open and then close the finisher door to check if the finisher executes the initialization process.

Recommended action for call-center agents and onsite technicians 851

 4. Check to see if there is any skew on the main output tray.

5. If the error persists, locate the main output tray lower limit sensor and run the diagnostic test on
the sensor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Main output tray lower limit sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

852 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN13).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Main output tray lower limit sensor: 0604-001415
For instructions: see the Service Manual for this printer.

6. If the error persists, locate the main output tray top of stack sensor and run the diagnostic test on
the sensor.

a. Open the following menus:

● Support Tools

● Service

Recommended action for call-center agents and onsite technicians 853

 ● Advanced Service

● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Main output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (external-CN14).

d. Retest the sensor. If the test fails, replace the sensor.

Main output tray top of stack sensor: 1404-001417

For instructions: See the Service Manual for this printer.

854 Chapter 6 Numerical control panel messages

7. If the error persists, locate the main output tray motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Main output tray motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

Recommended action for call-center agents and onsite technicians 855

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN8).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Main output tray motor: JC90-01415B
For instructions, See the Service Manual for this printer.

66.80.46, 66.80.80, 66.80.81, 66.80.82

The finisher experienced a stapler operation failure.

● 66.80.46: Stapler front sensor failure

● 66.80.80: Stapler mid-front sensor failure

● 66.80.81: Stapler mid-rear sensor failure

● 66.80.82: Stapler rear sensor failure

Recommended action for customers

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.

856 Chapter 6 Numerical control panel messages

 2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-123 Shipping retainer screw

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-124 Shipping retainer screw

Recommended action for onsite technicians 857

 3. If the error persists, verify that the stapler unit cable is connected.

4. If the error persists, locate the stapler position motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Stapler position motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

858 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN10).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Stapler position motor: JC31-00163A
or
Stapler unit: JC82-00894A
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer.

5. If the error persists, locate the stapler sensor indicated by the error message and run the
diagnostic test on the sensor. The steps below apply to any of the four sensors.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

Recommended action for onsite technicians 859

 ● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Stapler front sensor

Stapler mid-front sensor

Stapler mid-rear sensor

Stapler rear sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (external-CN12 for front sensor, external CN10 for mid-front, mid-rear, and rear
sensors).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Stapler front sensor: 0604-001393
Stapler mid-front sensor: 0604-001393
Stapler mid-rear sensor: 0604-001393
Stapler rear sensor: 0604-001393
or
Stapler unit: JC82-00894A
For instructions: see the Service Manual for this printer.

860 Chapter 6 Numerical control panel messages

 For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer
For instructions: see the Service Manual for this printer.

66.80.46, 66.80.84, 66.80.85, 66.80.86

The stapler operation experienced a sensor failure.

● 66.80.46: Stapler front sensor failure

● 66.80.84: Stapler mid-front sensor failure

● 66.80.85: Stapler mid-rear sensor failure

● 66.80.86: Stapler rear sensor failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the inner finisher door and verify that the shipping/retaining screw has been removed.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the inner finisher door and verify that the shipping/retaining screw has been removed.

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician.

66.80.46, 66.80.84, 66.80.85, 66.80.86 861

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the inner finisher door and verify that the shipping/retaining screw has been removed.

2. Turn the printer off, and then on.

3. Check whether the staple cartridge green handle is stuck inside the inner finisher.

4. If the error persists, locate the stapler position motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Inner finisher

● Stapler

862 Chapter 6 Numerical control panel messages

 ● Stapler position motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (inner-rear joint).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Stapler position motor: JC93-00999A
For instructions: see the Service Manual for this printer.

5. If the error persists, locate the stapler sensor indicated by the error message and run the
diagnostic test on the sensor. The steps below apply to any of the four sensors.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Sensors

● Inner finisher

● Stapler

● Stapler front sensor

Recommended action for onsite technicians 863

 Stapler mid-front sensor

Stapler mid-rear sensor

Stapler rear sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the PCA (inner-rear).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Stapler front sensor: 0604-001393
Stapler mid-front sensor: 0604-001393
Stapler mid-rear sensor: 0604-001393
Stapler rear sensor: 0604-001393
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer

66.90.11 (2K/3K)
Booklet diverter failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for any jammed paper or obstacles, and remove them.

864 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 865

 d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the finisher for any jammed paper or obstacles, and remove them.

866 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents 867

 d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for jams or obstructions.

868 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for onsite technicians 869

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. Check the booklet diverter motor.

870 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Booklet paddle > Booklet diverter motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN7)

c. Retest the motor. If the test fails, replace the motor.

Booklet diverter motor: JC81-09881B

For instructions: see the Service Manual for this printer.

5. Check the booklet diverter home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Booklet paddle > Booklet diverter home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

Recommended action for onsite technicians 871

 iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA.
(Booklet-CN7)

iv. Replace the sensor as needed.

Booklet diverter sensor: 0604-001415

For instructions: see the Service Manual for this printer.

66.90.12 (2K/3K)
Booklet accumulator failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

872 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 873

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

874 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents 875

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

876 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for onsite technicians 877

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet tamper motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Booklet tamper > Booklet tamper motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN6)

878 Chapter 6 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the motor.

Booklet tamper motor: 5QJ90-40126

For instructions: see the Service Manual for this printer.

4. Check the booklet tamper sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Finisher > Booklet tamper > Booklet tamper sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN6)

iv. Replace the sensor as needed.

Booklet tamper sensor: JC32-00020A

For instructions: see the Service Manual for this printer.

66.90.13 (2K/3K)
Booklet paddle failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

66.90.13 (2K/3K) 879

 1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

880 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 881

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

882 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for call-center agents 883

 4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

884 Chapter 6 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for onsite technicians 885

 3. Check the booklet paddle motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet paddle > Booklet paddle motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN7)

c. Retest the motor. If the test fails, replace the motor.

Booklet paddle motor: JC93-01001A

For instructions: see the Service Manual for this printer.

886 Chapter 6 Numerical control panel messages

 4. Check the booklet paddle home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet paddleBooklet paddle home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN7)

iv. Replace the sensor as needed.

Booklet paddle home sensor: 0604-001393

For instructions: see the Service Manual for this printer.

66.90.14 (2K/3K)
The booklet maker experienced a knife (blade) error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

66.90.14 (2K/3K) 887

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

888 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

Recommended action for call-center agents 889

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

890 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, disptach an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

Recommended action for onsite technicians 891

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

892 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet blade motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet tamper > Booklet blade motor

Recommended action for onsite technicians 893

 Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN10)

c. Retest the motor. If the test fails, replace the motor.

Booklet blade motor: JC31-00144A

For instructions: See the Service Manual for this printer.

4. Check the booklet blade home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet fold > Booklet blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN6)

894 Chapter 6 Numerical control panel messages

 iv. Replace the sensor as needed.

Part number:

Booklet blade home sensor: 0604-001393

For instructions: See the Service Manual for this printer.

66.90.15 (2K/3K)
The booklet maker experienced a press failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.15 (2K/3K) 895

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

896 Chapter 6 Numerical control panel messages

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents 897

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

898 Chapter 6 Numerical control panel messages

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the erroro persists, dispatch on onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for onsite technicians 899

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

900 Chapter 6 Numerical control panel messages

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet presser motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet paddle > Booklet presser motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN5)

Recommended action for onsite technicians 901

 c. Retest the motor. If the test fails, replace the motor.

Booklet entrance-presser motor: JC90-01425A

For instructions: see the Service Manual for this printer.

4. Check the booklet presser home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper > Booklet presser home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN5)

iv. Replace the assembly as needed.

Booklet entrance-presser motor assembly: JC90-01425A

For instructions: see the Service Manual for this printer.

66.90.16 (2K/3K)
Booklet maker stapler failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

902 Chapter 6 Numerical control panel messages

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for customers 903

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

904 Chapter 6 Numerical control panel messages

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Remove both staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.

4. If the error persists, power off, and disconnect then reconnect both ends of the wire harness from
the motor to the PCA. (Booklet-CN4)

5. If the error persists, replace the booklet stapler unit or booklet maker as needed.

Part number:
Booklet stapler unit: 6GW51-40001
Booklet maker: JC82-00905A
For Booklet stapler unit instructions: see the Service Manual for this printer.
For Booklet maker instructions: See the Service Manual for this printer.

66.90.21 (2K/3K)
The buffer unit has experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents and onsite technicians 905

 1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

906 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version .

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.

Booklet buffer home sensor part number: 0604-001393

Recommended action for call-center agents 907

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Ensure the finisher and engine are running the latest version of firmware.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com

b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

5. Check the buffer home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/Stacker Finisher > Buffer > Buffer home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN6)

iv. Replace the sensor as needed.

908 Chapter 6 Numerical control panel messages

 Part number:

Buffer home sensor: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.22 (2K/3K), 66.90.23 (2K/3K)

The buffer unit has experienced an error.

BM-exit CAM assembly unable to move paper downwards during buffering.

BM-exit CAM assembly is not positioned correctly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

66.90.22 (2K/3K), 66.90.23 (2K/3K) 909

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

910 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents 911

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

912 Chapter 6 Numerical control panel messages

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the buffer motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/Stacker Finisher > Buffer > Buffer motor

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (External-CN5)

c. Retest the motor. If the test fails, replace the motor.

Part number:
Buffer motor: JC93-01152A
For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians 913

 4. Check the buffer home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/Stacker Finisher > Buffer > Buffer home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN6)

iv. Replace the sensor as needed.

Part number:

Buffer home sensor: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.43 (2K/3K)
Booklet c-fold blade failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

914 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. Check the booklet c-fold blade motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet fold > Booklet c-fold blade motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN8)

c. Retest the motor. If the test fails, replace the motor.

Part number:

Recommended action for call-center agents 915

 Booklet c-fold blade motor: JC93-01154A
For instructions: see the Service Manual for this printer.

3. Check the booklet c-fold blade home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet paddle > Booklet c-fold blade home sensor

For instructions, see the Service Manual for this printer.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN8)

iv. Replace the sensor as needed.

Booklet c-fold home sensor: 0604-001393

For instructions: see the Service Manual for this printer.

66.90.51 (2K/3K)
Booklet end fence failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

916 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. Check the booklet end fence motor.

a. Diagnose the motor.

■ Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet end fence > Booklet end fence motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA. (Booklet-CN9)

c. Retest the motor. If the test fails, replace the motor.

Part number:
Booklet end fence motor: JC93-01155A

Recommended action for call-center agents 917

 For instructions: see the Service Manual for this printer.

3. Check the booklet end fence home sensor.

■ Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet end fence > Booklet end fence home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN9)

iv. Replace the sensor as needed.

Booklet end fence home sensor: 0604-001393

For instructions: see the Service Manual for this printer.

67.WX.YZ error messages

67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input
tray. The printer and the tray are not communicating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

918 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action
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. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.04.01
The printer cannot communicate with tray 3 on the high capacity input tray.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. If the error persists, turn the printer off and remove the rear cover. Check for connector.

a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the
connector is seated correctly and is not damaged.

Recommended action 919

 b. If the connector is defective, send a technician to replace the connector.

Part number: JC39-02605A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

IMPORTANT: The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a
2000 sheet bottom HCI and a 3000 sheet side HCI.

The errors are caused by a loss of communication with these devices when coming out of Sleep.

Workaround: disable Sleep.

Solution: The timing issue has been resolved and will be available in the 4.7.2 FutureSmart release.

1. Turn the printer off.

2. Remove the rear cover.

a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the
connector is seated correctly and is not damaged.

b. If the connector is defective, replace it.

Part number: JC39-02605A

For instructions: See the Service Manual for this printer.

3. If the error persists, replace the high capacity input tray PCA.

Part number: 6GW57-60001

For instructions: see the Service Manual for this printer.

67.04.02
The printer cannot communicate with tray 4 of the dual cassette department feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

920 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

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 remove the rear cover. Check for harness.

3. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and is not damaged. Send a technician to replace the connector
if necessary.

Part number: JC39-02606A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

IMPORTANT: The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a
2000 sheet bottom HCI and a 3000 sheet side HCI.

The errors are caused by a loss of communication with these devices when coming out of Sleep.

Workaround: disable Sleep.

Solution: the timing issue has been resolved and will be available in the 4.7.2 FutureSmart release

1. Turn the printer off, and then on.

2. Turn the printer off.

3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and is not damaged. Replace the connector if necessary.

Part number: JC39-02606A

For instructions: See the Service Manual for this printer.

Recommended action for call-center agents 921

 5. If the error persists, replace the DCF PCA.

Part number: 6GW47-60001

For instructions: see the Service Manual for this printer.

67.05.01 or 67.06.01
The printer cannot communicate with a tray on the high capacity input tray side unit (sHCI).

67.05.01 Tray 5

67.06.01 Tray 6

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. If the error persists, remove the sHCI front cover and rear cover.

922 Chapter 6 Numerical control panel messages

 a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the
connector is seated correctly and is not damaged.

b. If the connector is defective, send a technician to replace the connector.

Part number: JC39-02294A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the sHCI front cover and rear cover.

a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the
connector is seated correctly and is not damaged. Replace the connector if necessary.

Part number: JC39-02294A

b. If the error persists, replace the sHCI PCA.

Part number: 6GW56-60001

For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians 923

 70.WX.YZ error messages
70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Formatter (ECB) depending on
your printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Replace the DC controller or the Formatter as needed.

80.WX.YZ error messages

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 80.00.00 error: Managed device lost connection to service provider. The product is under a service
contract and has lost network connectivity for license validation.

● 80.01.01 error: HP Accessibility Assistant connection error. Managed device is unable to establish a
connection with the HP Accessibility Assistant.

● 80.01.02 error: Managed Device Unknown HP Accessibility Assistant error.

● 80.01.03 error: HP Accessibility Assistant connection lost. The product lost communication with the
HP Accessibility Assistant.

● 80.01.04 error: HP Accessibility Assistant disconnected. The HP Accessibility Assistant was

disconnected from the product.

● 80.01.05 error: HP Accessibility Assistant detected. Restart required. The HP Accessibility Assistant
was connected to the product after turn on. The HP Accessibility Assistant is not a plug-and-play
device.

Recommended action for customers

Customer actions for 80.* errors.

924 Chapter 6 Numerical control panel messages

 Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

Recommended action for call center agents 925

 f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

926 Chapter 6 Numerical control panel messages

81.WX.YZ error messages
81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 81.01.00 error: NFC Error. JIO EIO Networking event.

● 81.02.00 error: NFC Error. JIO Wireless Networking event.

● 81.03.00 error: NFC Error. JIO Access Point Wireless Networking event.

● 81.04.00 error: NFC Error. JIO Jetdirect Inside Networking event.

● 81.06.00 error: NFC Error. EIO Networking event.

● 81.07.00 error: NFC Error. Internal Wireless Networking event.

● 81.08.00 error: NFC Error. Internal Access Point Wireless Networking event.

● 81.09.00 error: NFC Error. Internal Jetdirect Inside Networking event.

● 81.0A.00 error: NFC Error. NFC Accessory Error Event.

● 81.0B.00 error: NFC Error. Bluetooth Low Energy has failed.

Recommended action for customers

Customer actions for 80.* errors.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

81.* errors 927

 b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

928 Chapter 6 Numerical control panel messages

 e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

82.* errors 929

 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, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. Replace the formatter.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
See recommended action.

■ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

930 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 931

 Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off by holding down the power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

98.WX.YZ error messages

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

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. 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

Follow these troubleshooting steps in the order presented.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

932 Chapter 6 Numerical control panel messages

 3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

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. 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

Follow these troubleshooting steps in the order presented.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

98.00.01 or 98.01.00 Corrupt data in firmware volume 933

 4. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

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. 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

Follow these troubleshooting steps in the order presented.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

934 Chapter 6 Numerical control panel messages

98.00.03 Corrupt data in the configuration volume
Data corruption has occurred in the configuration volume.

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. 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

Follow these troubleshooting steps in the order presented.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

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.

98.00.03 Corrupt data in the configuration volume 935

 Recommended action
Follow these troubleshooting steps in the order presented.

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

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

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. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

936 Chapter 6 Numerical control panel messages

 3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board; it will not resolve the issue.

99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.

This is a CRC error in the firmware image (bad image).

Recommended action
Follow these troubleshooting steps in the order presented.

■ Download the firmware upgrade file, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

99.00.01 Upgrade not performed file is corrupt 937

 Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
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.

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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.

938 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

■ 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
Follow these troubleshooting steps in the order presented.

1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
Follow these troubleshooting steps in the order presented.

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 939

 Recommended action
Follow these troubleshooting steps in the order presented.

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.

● 99.00.25 (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.

940 Chapter 6 Numerical control panel messages

 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.

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.07.20 Fax error

Fax card communication error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

99.01.xx 941
 2. If the error persists, please contact customer support.

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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Open the back cover.

3. Reseat the Fax PCA card.

4. Close the back cover and turn the printer on.

5. If the error persists, elevate the case using the Standard Support Process.

99.07.YZ Firmware install error

Firmware install error.

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.

● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.

● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.

● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the
modem.

● 99.07.23 Fax modem reset failed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

942 Chapter 6 Numerical control panel messages

 3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on
the formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware from the preboot menu.

a. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer
displays. Enter the password to proceed.

b. Select the Download item, and then download the latest firmware. The user can now download
a new firmware bundle to the printer.

4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
Firmware.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779).

5. If the error persists, elevate the case using the Standard Support Process.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
Follow these troubleshooting steps in the order presented.

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 onsite technicians 943

 Recommended action
Follow these troubleshooting steps in the order presented.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk
drive was encrypted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

944 Chapter 6 Numerical control panel messages

 3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, dispatch an onsite technician.

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. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard
disk is making a good connection.

4. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: 933853-010

For instructions: see the Service Manual for this printer.
Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: B5L29-60001

99.09.66
HDD is missing from the printer.

Recommended action for onsite technicians 945

 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, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Disconnect HDD and connect it again. (J15)

3. Install a compatible hard disk drive.

4. 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).

5. If the error persists, replace the hard disk drive.

500 GB Hard Disk Drive part number: 933853-010

For instructions: see the Service Manual for this printer.
Do NOT replace the formatter board; it will not resolve this error.

946 Chapter 6 Numerical control panel messages

99.09.67 Disk is not bootable please download firmware
There is no firmware installed on the hard disk drive or eMMC.

This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from
the Preboot menu.

NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot
menu, BEFORE loading firmware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, dispatch an onsite technician.

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 Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

5. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the
hard disk is making a good connection.

c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.

d. Provide instructions to download firmware.

e. If the error persists, replace the hard disk drive.

Formatter HDD 500 GB part number: 933853-010

99.09.67 Disk is not bootable please download firmware 947

 For instructions: see the Service Manual for this printer.
Do NOT replace the formatter board, it will not resolve this error.

99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Ensure the hard disk drive installed is the correct one for the printer.

2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends
of the cable harness from the formatter to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Formatter HDD 500 GB part number: 933853-010

For instructions: see the Service Manual for this printer.

99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

3. If the error persists, replace the hard disk drive.

Formatter HDD 500 GB part number: 933853-010

For instructions: see the Service Manual for this printer.

99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Ensure the hard disk drive installed is the correct one for the printer.

2. Turn the printer off, and then on.

3. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

948 Chapter 6 Numerical control panel messages

4. If the error persists, replace the hard disk drive.

Formatter HDD 500 GB part number: 933853-010

For instructions: see the Service Manual for this printer.

Recommended action 949

 7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical error messages

Close the front left door
The front left door on the finisher is open.

Recommended action for customers

Perform the following corrective actions.

1. Close the finisher front door.

2. Ensure the door is completely closed and secured.

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 they are listed.

1. Close the finisher front door.

950 Chapter 7 Alphabetical control panel messages

2. If the error persists, check the finisher front door switch.

Callout 1: Finisher door switch activation finger

Callout 2: Finisher door switch

a. Run the diagnostic test for the front door sensor using code 113-2182.

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Stapler/stacker finisher or Booklet finisher > Front door Sensor.

NOTE: The service PIN for this printer is: 03082622

b. Close and open the cover to check that the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the finisher front door switch to
the finisher PCA.

Recommended action for call-center agents and onsite technicians 951

 d. Replace the switch as needed.

Part number: Finisher front door switch JC39-02310A

3. If the error persists, turn the printer off and disconnect and reconnect the wire harness CN1 on the
finisher PCA. Then turn the printer on.

Close left cover

the top left cover on the finisher is open.

Close the top door.

Recommended action for customers

Perform the following corrective actions.

1. Close the finisher top door.

2. Ensure the door is completely closed and secured.

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 they are listed.

1. Close the finisher top door.

952 Chapter 7 Alphabetical control panel messages

2. If the error persists, check the finisher top door switch.

Callout 1: Top door switch

Callout 2: Top door activation finger

a. Run the diagnostic test for the finisher top cover sensor using code 113-2181.

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Stapler/stacker finisher or Booklet finisher > 2BinFinisher Top Cover
Sensor.

NOTE: The service PIN for this printer is: 03082622

b. Close and open the cover to check that the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the finisher top cover switch to
the finisher PCA.

d. Replace the switch as needed.

Part number:
Finisher top door switch: JC90-01445B
For instructions, see the Service Manual for this printer.

Recommended action for call-center agents and onsite technicians 953

 3. If the error persists, power off, and disconnect / reconnect the wire harness CN3 of the finisher
PCA. And then power on.

Close the middle cover

the middle cover on the bridge to the finisher is open.

Close the bridge cover.

Recommended action for customers

Perform the following corrective actions.

1. Close the bridge cover.

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

Perform the following corrective actions.

1. Close the bridge cover.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order they are listed.

954 Chapter 7 Alphabetical control panel messages

1. Remove paper from the output bin.

2.

2. Power off and on and then recheck status.

3. Check the output tray lower limit sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service >Advanced Service > Advanced
Diagnostics > Sensors > Inner Finisher > Output tray > Output tray lower limit sensor.

NOTE: The service PIN for this printer is: 03082622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-Lower

limit).

Recommended action for onsite technicians 955

 d. Replace the sensor as needed.

Part number: Sensor JC90-01320A

For instructions: See the Service Manual for this printer.

4. Check the output tray paper holding sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service >Advanced Service > Advanced
Diagnostics > Sensors > Inner Finisher > Output tray > Output tray paper holding sensor.

NOTE: The service PIN for this printer is: 03082622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-Lower

limit).

d. Replace the sensor as needed.

Output tray paper holding sensor 0604-001393

For instructions: See the Service Manual for this printer.

Output bin full (Inner)

Output bin is full.

Recommended action for customers

Perform the following corrective actions.

956 Chapter 7 Alphabetical control panel messages

 1. Remove paper from the output bin.

2.

2. Power off and on and then recheck status.

Recommended action for call-center agents

Perform the following corrective actions.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order they are listed.

1. Remove paper from the output bin.

Recommended action for call-center agents 957

 2.

2. Power off and on and then recheck status.

3. Check the output tray lower limit sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service >Advanced Service > Advanced
Diagnostics > Sensors > Inner Finisher > Output tray > Output tray lower limit sensor.

NOTE: The service PIN for this printer is: 03082622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-Lower

limit).

958 Chapter 7 Alphabetical control panel messages

 d. Replace the sensor as needed.

Part number: Sensor JC90-01320A

For instructions: See the Service Manual for this printer.

4. Check the output tray paper holding sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service >Advanced Service > Advanced
Diagnostics > Sensors > Inner Finisher > Output tray > Output tray paper holding sensor.

NOTE: The service PIN for this printer is: 03082622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-

Front).

d. Replace the sensor as needed.

Output tray paper holding sensor 0604-001393

For instructions: See the Service Manual for this printer.

Output bin 2 full

The finisher main output tray is full.

Recommended action for customers

Perform the following corrective actions.

1. Remove paper out of the main output tray.

Output bin 2 full 959

 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.

1. Remove paper out of the main output tray.

2. If the error persists, check the Main output tray top of stack sensor (S20).

960 Chapter 7 Alphabetical control panel messages

 a. Run the diagnostic test for the front door sensor using code 113-2140.

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Stapler/stacker finisher or Booklet finisher > 2BinFinisher Beam
Sensor.

NOTE: The service PIN for this printer is: 03082622

b. Cover the sensor (S20) to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Part number:
Finisher Top of stack sensor: JC82-01039A
For instructions, see the Service Manual for this printer.

3. If the error persists, check the Main output tray top of stack switch (S34).

a. Run the diagnostic test for the stack top sensor using code 113-2190.

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Stapler/stacker finisher or Booklet finisher > 2BinFinisher Stack top
Sensor.

NOTE: The service PIN for this printer is: 03082622

Recommended action for call-center agents and onsite technicians 961

 b. Push the switch up to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Part number:
Finisher Main output tray top of stack switch: JC39-02316A
For instructions, see the Service Manual for this printer.

System Main has Failed

A 'System Main has Failed' error displays on the control panel of a new HP LaserJet Enterprise or HP
LaserJet Managed printer.

NOTE: The 'System Main has Failed!' message is a low-level firmware error similar to a 49 error with
different troubleshooting steps.

This error displays on the following HP LaserJet Enterprise and HP LaserJet Managed printer models.

HP LaserJet Enterprise
● HP LaserJet Enterprise M406dn

● HP LaserJet Enterprise M407dn

● HP LaserJet Enterprise MFP M430f

● HP LaserJet Enterprise MFP M431f

● HP Color LaserJet Enterprise M455dn

● HP Color LaserJet Enterprise MFP M480f

● HP Color LaserJet Enterprise 5700, 5700dn

● HP Color LaserJet Enterprise MFP 5800, 5800dn, 5800f

962 Chapter 7 Alphabetical control panel messages

● HP Color LaserJet Enterprise Flow MFP 5800zf

● HP Color LaserJet Enterprise 6700, 6700dn

● HP Color LaserJet Enterprise 6701dn

● HP Color LaserJet Enterprise MFP 6800, 6800dn

● HP Color LaserJet Enterprise Flow MFP 6800

● HP Color LaserJet Enterprise Flow MFP 6801

HP LaserJet Managed
● HP LaserJet Managed E40040dn

● HP LaserJet Managed MFP E42540f

● HP Color LaserJet Managed E45028dn

● HP Color LaserJet Managed MFP E47528f

● HP LaserJet Managed E730, E731, E731dn, E731z

● HP LaserJet Managed MFP E73025, E73030

● HP LaserJet Managed MFP E73130, E73135, E73140

● HP Color LaserJet Managed MFP E785, E786, E786dn, E786z

● HP Color LaserJet Managed MFP E78523, E78528

● HP Color LaserJet Managed MFP E78625, E78630, E78635

● HP LaserJet Managed MFP E826, E826dn, E826z

● HP LaserJet Managed MFP E82650, E82660, E82670

● HP LaserJet Managed MFP E877, E877dn, E877z

● HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770

● HP Color LaserJet X557

● HP Color LaserJet Enterprise X557dn

● HP Color LaserJet Enterprise MFP X57945, X57945dn

● HP Color LaserJet Enterprise Flow MFP X57945z, X57945zs

● HP Color LaserJet Enterprise MFP X58045, X58045dn

● HP Color LaserJet X654

● HP Color LaserJet Enterprise X654dn

● HP Color LaserJet Enterprise MFP X677, X677d, X677s

● HP Color LaserJet Enterprise Flow MFP X677z, X677zs

System Main has Failed 963

 Recommended action
Follow these steps to clear the error or troubleshoot further as needed.

1. Select Restart on the printer control panel.

NOTE: If the printer does not restart, use the power button to turn off the printer, and to turn it on.

2. Check if the printer returns to a Ready state.

● If the printer returns to a Ready state, the issue is solved.

● If the error persists, see the next step.

3. If the printer reboots to the error again, or if the error returns later, perform a Partial Clean and then
reconfigure the printer.

4. If the error returns after performing a Partial Clean, do the following tasks to check for a possible
solution in the latest firmware release:

a. Go to HP Support or HP Software and Drivers (https://support.hp.com/drivers), select Printer,

and then enter your printer model in the search field.

b. Expand the Firmware section, and then review the Readme file.

To view the Firmware Readme file, select the See full details link.

c. Upgrade the firmware if a possible solution is provided in the latest firmware release.

5. If the issue persists after upgrading the firmware, gather the Diagnostic log from the Preboot menu,
and then elevate the case to HP Support.

Tray x overfilled
A tray on the printer is overfilled with paper.

Tray overload warning (Tray2, Tray3, Tray4, Tray5)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

964 Chapter 7 Alphabetical control panel messages

 1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

Recommended action for call-center agents 965

 Callout 3: Example 1 over overfill.
Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

5. If the error persists, dispatch an onsite engineer to troubleshoot further.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

966 Chapter 7 Alphabetical control panel messages

 Callout 3: Example 1 over overfill.
Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

Toner Collection Unit Almost Full

The toner collection unit is almost full

The toner collection unit is between 90% and 99% of its capacity.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to
firmware version 4.6 or later from HP.com.

2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace
the toner collection unit.

Toner Collection Unit Almost Full 967

 Index

Symbols/Numerics fuser error motor error (LaserJet)

41.WX.YZ error 4 59.WX.YZ error 4
76.00.24 5
laser scanner error 4
paper path error 4 N
B
fuser error (LaserJet)
Near Field Communication error
backup error 50.WX.YZ error 4
81.WX.YZ error 5
32.WX.YZ error 4
Bluetooth error 5
reset error 4 H
external I/O card error 5
restore error 4
hard disk partition error internal EIO error 5
98.WX.YZ error 5 wireless error 5
C
connector error I O
65.WX.YZ error 5
input accessory error output accessory error
67.WX.YZ error 5 66.WX.YZ error 5
D
input/output error OXPd/Web kit error
DC controller communication error 40.WX.YZ error 4 45.WX.YZ error 4
55.WX.YZ error 4 internal diagnostics error
DC controller firmware error 90.WX.YZ error 5 P
70.WX.YZ error 5 video display error 5
page error
digital sending error (firmware)
21.WX.YZ error 4
44.WX.YZ error 4 J
paper handling error (LaserJet)
document feeder error
jam error (LaserJet) 56.WX.YZ error 4
31.WX.YZ error 4
13.WX.YZ error 3 print bar error (PageWide)
duplexer error
jam error (PageWide) 62.WX.YZ error 5
69.WX.YZ error 5
13.WX.YZ error 4 printer memory error
job accounting error (firmware) 20.WX.YZ error 4
E
48.WX.YZ error 4
Embedded Jetdirect error job management error R
80.WX.YZ error 5 (firmware) 4
real-time clock error
engine error (LaserJet) job pipeline error (firmware) 4
11.WX.YZ error 3
46.WX.YZ error 4 job parser error (firmware)
63.WX.YZ error 5 47.WX.YZ error 4 S
engine error (PageWide) printer calibration error 4
61.WX.YZ error 4 scanner error
event log error (firmware) L 30.WX.YZ error 4
42.WX.YZ error 4 security error
laser scanner error (LaserJet)
33.WX.YZ error 4
51.WX.YZ error 4
F sensor error
52.WX.YZ error 4
54.WX.YZ error 4
fan error last update 1
58.WX.YZ error 4
58.WX.YZ error 4
supplies error (LaserJet)
firmware communication error M
10.WX.YZ error 3
49.WX.YZ error 4
memory error supplies error (PageWide)
firmware install error
82.WX.YZ error 5 17.WX.YZ error 4
99.WX.YZ error 5
EMMC error 5 system error (LaserJet)
hard disk error 5
hard disk error 5 62.WX.YZ error 5
remote firmware upgrade
error 5

968 Index
T
tray motor error (LaserJet)
60.WX.YZ error 4
Tray x overfilled 964

Index 969