SCANJET ENTERPRISE 8500

Service Manual

8500 fn1

HP Scanjet Enterprise 8500 fn1

Service Manual

Copyright and license

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2011 Copyright Hewlett-Packard

Development Company, L.P.

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Reproduction, adaptation, or translation

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ENERGY STAR and the ENERGY STAR

mark are registered U.S. marks.

The information contained herein is subject

to change without notice.
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services are set forth in the express warranty
statements accompanying such products and
services. Nothing herein should be
construed as constituting an additional
warranty. HP shall not be liable for technical
or editorial errors or omissions contained
herein.
Part number: L2717-90014
Edition 1, 10/2011

Microsoft, Windows, Windows XP,

and Windows Vista are U.S. registered
trademarks of Microsoft Corporation.

Table of contents

1 Theory of operation .......................................................................................................... 1

Flatbed scanner and ADF assembly ............................................................................................ 2
Network electronics assembly .................................................................................................... 3
User interface assembly ............................................................................................................ 5
2 Removal and replacement ................................................................................................ 7
Introduction ............................................................................................................................. 8
Removal and replacement strategy ............................................................................................. 9
Electrostatic discharge ............................................................................................................ 10
Required tools ........................................................................................................................ 11
Types of screws ..................................................................................................................... 12
Service approach ................................................................................................................... 15
Before performing service ......................................................................................... 15
Backup product data ................................................................................ 15
After performing service ........................................................................................... 15
Restore product data ................................................................................ 16
Save and repair process ........................................................................... 16
Post-service test ....................................................................................................... 16
Quality test .............................................................................................. 17
Customer self repair (CSR) assemblies ...................................................................................... 18
ADF rollers ............................................................................................................. 18
Remove the ADF rollers: ............................................................................ 18
Separation pad ........................................................................................ 21
Update the document feeder kit replacement history ..................................... 22
Set the Very Low Settings option from the control panel ................................. 22
Control-panel assembly ............................................................................................ 24
Reinstall the control-panel assembly ............................................................ 25
Hard disk drive ....................................................................................................... 26
Remove the hard disk drive ....................................................................... 26
Reinstall the hard disk drive ........................................................ 28
Reload the firmware .................................................................. 28

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Keyboard assembly ................................................................................................. 30

Internal assemblies ................................................................................................................. 32
Formatter PCA ........................................................................................................ 32
Reinstall the formatter PCA ........................................................................ 32
Flatbed scanner and ADF assembly ........................................................................... 32
Remove the flatbed scanner and ADF assembly: ........................................... 33
Reinstall the flatbed scanner and ADF assembly ............................ 36
Power-button assembly ............................................................................................. 37
Remove the power-button assembly ............................................................ 37
Reinstall the power-button assembly ............................................................ 38
Interconnect cable, scanner cable, and control-panel cable .......................................... 39
Remove the scanner cable, control-panel cable, and interconnect cable .......... 39
Interconnect PCA, fan assembly, and DC controller PCA .............................................. 46
Remove the interconnect PCA, fan assembly, and DC controller PCA: ............. 46
3 Solve problems ............................................................................................................... 53
Solve problems checklist ......................................................................................................... 54
Administration Menu Map ....................................................................................................... 55
Preboot menu options ............................................................................................................. 56
Current settings page .............................................................................................................. 57
Troubleshooting process .......................................................................................................... 58
Determine the problem source ................................................................................... 58
Troubleshooting flowchart ......................................................................... 59
Power subsystem ..................................................................................................... 62
Power-on checks ...................................................................................... 62
Power-on troubleshooting overview .............................................. 62
Firmware startup steps ............................................................... 63
Control-panel checks ............................................................................................... 67
Control-panel checks from the control panel ................................................. 67
Control-panel checks from diagnostic mode ................................................. 67
Generate debug data .............................................................................................. 69
Check the maintenance history .................................................................................. 69
Check the number of scans ....................................................................................... 69
Tools for troubleshooting ......................................................................................................... 70
Component diagnostics ............................................................................................ 70
LED diagnostics ........................................................................................ 70
LED indicators on the formatter .................................................... 70
Interpret control-panel status lights ............................................... 71
Engine diagnostics ................................................................................... 71
Verify power to the flatbed scanner and ADF assembly .................. 71
Test simplex scanning ................................................................ 72

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Test duplex scanning ................................................................. 72

Sensor test ............................................................................................... 72
Paper present sensor .................................................................. 72
ADF hatch sensor ...................................................................... 73
Flatbed cover sensor .................................................................. 73
Multi-Pick sensor ........................................................................ 73
Internal test pages ................................................................................................... 74
Configuration pages ................................................................................. 74
Configuration page ................................................................... 74
HP embedded Jetdirect page ...................................................... 76
Finding important information on the configuration pages .............. 77
Usage page ............................................................................................ 78
File Directory page ................................................................................... 79
Web Services Status Page ......................................................................... 80
Use HP Embedded Web Server features .................................................................... 80
Information tab ........................................................................................ 81
Control panel menus ................................................................................................ 81
Administration menu ................................................................................. 82
Reports menu ............................................................................ 82
General Settings menu ............................................................... 83
Scan/Digital Send Settings menu ................................................ 84
Fax Settings menu ..................................................................... 87
Display Settings menu ................................................................ 88
Manage Supplies menu ............................................................. 89
Network Settings menu .............................................................. 90
Troubleshooting menu ................................................................ 92
Device Maintenance menu ........................................................................ 93
Backup/Restore menu ................................................................ 93
Calibrate/Cleaning menu .......................................................... 94
USB Firmware Upgrade menu ..................................................... 94
Service menu ............................................................................ 94
Interpret control-panel messages ................................................................................ 95
Control-panel message types ..................................................................... 95
Control-panel messages ............................................................................ 95
20.00.00 Insufficient memory: <Device> To continue, touch OK .. 95
30.01.10 Scanner Failure .......................................................... 96
30.01.23 Scanner Calibration Failure ......................................... 96
30.01.36 Upgrade Error Try downloading upgrade again ............ 96
30.01.43 Scan Memory Failure .................................................. 96
30.01.47 Document Feeder Not Detected .................................... 97
30.01.YY Scanner Failure .......................................................... 97

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31.01.02 Jam in document feeder .............................................. 97

31.01.03 Document feeder pick error ......................................... 98
40.00.01 USB I/O buffer overflow To continue, touch OK .......... 98
40.00.02 Embedded I/O buffer overflow To continue, touch
OK ....................................................................................... 98
40.00.03 EIO <X> buffer overflow To continue, touch OK .......... 99
40.00.04 EIO <X> bad transmission To continue, touch OK ....... 99
40.00.05 Embedded I/O bad transmission To continue, touch
OK ....................................................................................... 99
49.XX.YY Error To continue turn off then on .................................. 99
57.10.01 The fan has failed Turn off and contact the administrator 100
62.00.00 No system To continue turn off then on ........................ 100
80.0X.YY Embedded JetDirect Error To continue turn off then on ... 100
98.00.0X Corrupt data in X volume ........................................... 101
Cleaning disk <X>% complete Do not power off ......................... 101
Digital send communication error .............................................. 101
Digital send communication error .............................................. 101
Disk full Delete stored jobs ........................................................ 102
Document feeder bin full .......................................................... 102
Document feeder is empty ........................................................ 102
Document feeder top cover open ............................................... 102
Event log is empty ................................................................... 102
Flatbed cover open .................................................................. 103
Initializing... ........................................................................... 103
Internal disk not found .............................................................. 103
Internal disk not functional ........................................................ 103
Internal disk not initialized ........................................................ 103
Moving solenoid To exit press ................................................... 104
Moving solenoid and motor To exit press ................................... 104
Performing Paper Path Test .................................................... 104
Replace Document Feeder Kit ................................................... 104
Unable to cancel firmware update job ....................................... 104
Unable to Install ...................................................................... 105
Unable to install the firmware ................................................... 105
Unsupported USB accessory detected Remove USB accessory ....... 105
Upgrade complete To continue turn off then on ........................... 106
USB accessory needs too much power Remove USB Accessory
and Turn Off then On .............................................................. 106
USB needs too much power ...................................................... 106
USB storage accessory removed Clearing any associated data ..... 106
Event log messages ............................................................................................... 106

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Show an event log ................................................................................. 107

Clear the event log ................................................................................. 107
Event log message table .......................................................................... 107
Clear jams .......................................................................................................................... 130
Clear jams from the paper path .............................................................................. 130
Solve paper-handling problems .............................................................................................. 132
Paper jamming, skewing, misfeeds, or multiple-page feeds ......................................... 132
Paper does not feed from the product ...................................................................... 132
Originals are curling up in the document output tray .................................................. 133
The bottom of the scanned image is cut off ............................................................... 133
The scanned images have streaks or scratches .......................................................... 133
An item loaded in the document input tray jams repeatedly ........................................ 133
The product has stopped working correctly ............................................................... 134
Clean the product ................................................................................................................ 135
Clean the touchscreen ............................................................................................ 135
Clean the scanning glass, scanning strip, and automatic document feeder (ADF) duplex
background .......................................................................................................... 135
Clean the rollers .................................................................................................... 138
Set the Very Low Settings option from the control panel ............................... 139
Solve connectivity problems ................................................................................................... 140
Check the Ethernet connection ................................................................................ 141
Service mode functions ......................................................................................................... 142
Service menu ........................................................................................................ 142
Product resets ....................................................................................................... 145
Restore factory settings ............................................................................ 145
Clean Disk and Partial Clean functions ...................................................... 145
Active and repository firmware locations .................................... 145
Partial Clean ........................................................................... 146
Clean Disk ............................................................................. 147
Preboot menu options ........................................................................................................... 149
Solve fax problems ............................................................................................................... 156
Internet Fax setup .................................................................................................. 156
LAN Fax setup ...................................................................................................... 156
Solve e-mail problems ........................................................................................................... 158
Validate the SMTP gateway address ........................................................................ 158
Validate the LDAP gateway address ........................................................................ 158
Product updates ................................................................................................................... 159
Determine the installed revision of firmware .............................................................. 159
Perform a firmware upgrade ................................................................................... 159
HP Embedded Web Server ...................................................................... 159
USB storage device (Preboot menu) .......................................................... 160

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USB storage device (control-panel menu) ................................................... 161

4 Parts ............................................................................................................................ 163
Order parts by authorized service providers ............................................................................ 164
Order parts, accessories, and supplies .................................................................... 164
Customer-self repair parts ....................................................................................... 164
Internal assemblies ................................................................................................ 165
Appendix A Service and support ..................................................................................... 167
Hewlett-Packard limited warranty statement ............................................................................. 168
End User License Agreement .................................................................................................. 170
Customer self-repair warranty service ..................................................................................... 173
Customer support ................................................................................................................. 174
Appendix B Product specifications ................................................................................... 175
Physical specifications .......................................................................................................... 176
Document feeder specifications .............................................................................................. 176
Power consumption .............................................................................................................. 176
Environmental specifications .................................................................................................. 177
Regulatory model number ..................................................................................................... 177
Appendix C Regulatory information ................................................................................. 179
Environmental product stewardship program ........................................................................... 180
Protecting the environment ...................................................................................... 180
Plastics ................................................................................................................. 180
Power consumption ............................................................................................... 180
Material restrictions ............................................................................................... 180
Disposal of waste equipment by users in private households in the European Union ...... 181
Chemical substances ............................................................................................. 181
For more information ............................................................................................. 181
Certificate of Volatility .......................................................................................................... 182
Volatile memory .................................................................................................... 182
Non-volatile memory ............................................................................................. 182
Hard disk drive memory ......................................................................................... 182
Index ............................................................................................................................... 183

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Theory of operation

The HP Scanjet Enterprise 8500 fn1 is a fleet-compliant network scanner with an integrated legal-size
flatbed scanner and single-pass duplex automatic document feeder (ADF). The input tray for the ADF
holds 100 pages of standard size paper and can scan at 60 pages per minute (ppm) for simplex
scanning and 120 ppm for duplex scanning.
The product has three hardware subassemblies:

Flatbed scanner and ADF assembly

Network electronics assembly

User interface (control panel) assembly

Figure 1-1 Hardware subassemblies

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Flatbed scanner and ADF assembly

The scanner can scan paper up to 216 mm (8.5 in) x 863.6 mm (34 in) in size. Paper must be placed
in the ADF input tray or on the flatbed glass before the scanning can be initiated. Output from the
scanner is in .JPEG format and is transferred to a network using a Hi-Speed USB interface.
The major hardware components associated with this assembly are:

ADF with an integrated scan module

Flatbed scanner assembly

Scanner control-board assembly

Chapter 1 Theory of operation

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Network electronics assembly

The network electronics assembly controls all functions within the product and provides a connection to
the external gigabit network interface for the product. This assembly only accepts files from a USB
interface in .JPEG format from the flatbed scanner and ADF assembly. The assembly stores the files on
the encrypted hard disk drive for additional post-scan processing and routing based on the options
selected by the user.
Figure 1-2 Network electronics assembly overview

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Network electronics assembly

Table 1-1 Network electronic assembly components

Subassembly

Subassembly

Subassembly

From ICB

USB cable to scanner

Subassembly

Network electronics (formatter

board)
Interconnect circuit board
(ICB)
Power button board
Power input board
Interface cables

USB cable to control panel

(non-standard voltages)
ICB cable assembly

DC power cable to scanner

Power/reset control to
scanner
System power button board

The interconnect circuit board (ICB) subassembly within the network electronics assembly is the main
communication interface for all system assemblies. This ICB controls the power sequencing of all
assemblies and the system fan. All communication interfaces are routed through this assembly.
Figure 1-3 ICB connections

Chapter 1 Theory of operation

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User interface assembly

The user interface assembly has a 203.2 mm (8 in) color LCD display with and integrated touchscreen
and a full physical keyboard. The user interface assembly also includes:

A USB-host interface connection with an integrated cover for sending output files to a USB storage
accessory

A fleet-compliant hardware integration pocket (HIP)

Status LEDs

Physical buttons

The user interface assembly communicates with the network electronics assembly using a USB interface
through the ICB assembly.
Table 1-2 User interface assembly components
Subassembly

Subassembly

Control-panel assembly

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Physical keyboard

Keyboard interface board

Cables

24-pin FFC from control panel to keyboard interface board

User interface assembly

Chapter 1 Theory of operation

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Removal and replacement

Introduction

Removal and replacement strategy

Electrostatic discharge

Required tools

Types of screws

Service approach

Customer self repair (CSR) assemblies

Internal assemblies

NOTE: Your product might not appear exactly as the one shown in the photos in this chapter.
Although details such as the color of the external panels and covers might be different than your
product, the procedures in this chapter are appropriate for your product.

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Introduction
This chapter describes the removal and replacement of field-replaceable units (FRUs) only.
Replacing FRUs is generally the reverse of removal. Occasionally, notes and tips are included to
provide directions for difficult or critical replacement procedures.
HP does not support repairing individual subassemblies or troubleshooting to the component level.
Note the length, diameter, color, type, and location of each screw. Be sure to return each screw to its
original location during reassembly.
Incorrectly routed or loose wire harnesses can interfere with other internal components and can become
damaged or broken. Frayed or pinched harness wires can be difficult to find. When replacing wire
harnesses, always use the provided wire loops, lance points, or wire-harness guides and retainers.

Chapter 2 Removal and replacement

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Removal and replacement strategy

WARNING! Turn the product off, wait 5 seconds, and then remove the power cord before
attempting to remove an assembly. If this warning is not followed, severe injury can result, in addition
to damage to the product. The power must be on for certain functional checks during troubleshooting.
However, disconnect the power supply during parts removal.
Never operate or service the product with the protective cover removed from the laser/scanner
assembly. The reflected beam, although invisible, can damage your eyes.
The sheet-metal parts can have sharp edges. Be careful when handling sheet-metal parts.
CAUTION: Do not bend or fold the flat flexible cables (FFCs) during removal or installation. Also, do
not straighten pre-folds in the FFCs. You must fully seat all FFCs in their connectors. Failure to fully seat
an FFC into a connector can cause a short circuit in a PCA.
NOTE: To install a self-tapping screw, first turn it counterclockwise to align it with the existing thread
pattern, and then carefully turn it clockwise to tighten. Do not overtighten. If a self-tapping screw-hole
becomes stripped, repair the screw-hole or replace the affected assembly.
TIP: For clarity, some photos in this chapter show components removed that would not be removed to
service the product. If necessary, remove the components listed at the beginning of a procedure before
proceeding to service the product.

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Removal and replacement strategy

Electrostatic discharge
CAUTION:

Some parts are sensitive to electrostatic discharge (ESD). Look for the ESD reminder

when removing product parts. Always perform service work at an ESD-protected workstation or mat, or
use an ESD strap. If an ESD workstation, mat, or strap is not available, ground yourself by touching the
sheet-metal chassis before touching an ESD-sensitive part.
Protect the ESD-sensitive parts by placing them in ESD pouches when they are out of the product.

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Required tools

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Torx screwdrivers, size 10 and 15

Small flat blade screwdriver

Needle-nose pliers

ESD mat or ESD strap (if one is available)

Penlight (optional)

USB thumbdrive

Required tools

11

Types of screws
This table describes the screws that are used in the product and provides guidelines to help determine
where each type of screw is used. The screws can vary in length depending on the thickness of the
material that is being fastened.
Always note where each type of screw is located and replace each one in its original location.
WARNING! Make sure that components are replaced with the correct screw type. Using the
incorrect screw (for example, substituting a long screw for the correct shorter screw) can cause damage
to the product or interfere with product operation. Do not intermix screws that are removed with one
component with the screws that are removed from another component.
TIP: When you are disassembling the product, place the screws into the chassis holes from which
they were removed. This prevents their loss, and ensures that the proper type and length of screw for
each location is used when the product is reassembled.
Table 2-1 Common fasteners used in this product
Screw type
Silver Torx head 4 x 10 mm screw with cone washer

This screw type is shown in the following figure:

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Figure 2-20 Remove the flatbed scanner and ADF assembly (1 of 7) on page 33

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Table 2-1 Common fasteners used in this product (continued)

Screw type
Silver Torx head 3 x 8 mm screw with spring washer

This screw type is shown in the following figures:

Figure 2-50 Remove the interconnect PCA on page 49

Figure 2-54 Remove the DC controller PCA on page 51

Torx head 4 x 34 mm screw

This screw type is shown in the following figure:

Figure 2-52 Remove the fan assembly (2 of 3) on page 50

Torx head 3 x 10 mm screw

This screw type is shown in the following figures:

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Figure 2-21 Remove the flatbed scanner and ADF assembly (2 of 7) on page 33

Figure 2-27 Remove the power-button assembly (1 of 3) on page 37

Types of screws

13

Table 2-1 Common fasteners used in this product (continued)

Screw type
Torx head 3 x 7.25 mm screw

This screw type is shown in the following figures:

Figure 2-24 Remove the flatbed scanner and ADF assembly (5 of 7) on page 35

Figure 2-30 Remove the scanner cable, control-panel cable, and interconnect cable (1 of 4) on page 39

Figure 2-47 Remove the interconnect PCA, fan assembly, and DC connector PCA (4 of 6) on page 48

12 mm

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Chapter 2 Removal and replacement

Screw measurement guide

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Service approach
Before performing service

Turn off the power using the power switch.

Unplug the power cable and network cable.

Place the product on an ESD workstation or mat, or use an ESD strap (if one is available). If an
ESD workstation, mat, or strap is not available, ground yourself by touching the sheet-metal
chassis before touching an ESD-sensitive part.

NOTE: Some procedures require that you backup product data prior to replacing the assembly.

Backup product data

To ensure that customer-specific configuration information and data are preserved, back up the product
data to a portable USB storage device prior to removing these assemblies. Restore the data after
replacing the assembly.
NOTE: You can also backup product data using the HP Embedded Web Server (EWS). The EWS
backs up product data to a customer specified network folder instead of the products hard drive. See
the product user guide for information.
1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Open the following menus:

Backup/Restore

Backup Data

Backup Now

NOTE: Backups are stored on the hard disk drive, including regularly scheduled backups. You
can export backups to a USB storage device from the hard disk drive.
3.

Insert the portable USB storage device.

4.

Touch Export Last Backup

5.

Enter the password and confirm the password. Touch OK.

After performing service

Connect the network cable, and then plug in the power cable.

NOTE: Some procedures require that you perform a restore step after to replacing the assembly.

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Service approach

15

Restore product data

To ensure that customer-specific configuration information and data are preserved, back up the product
data to a portable USB storage device prior to removing these assemblies. Restore the data after
replacing the assembly.
NOTE: You can also restore product data using the Embedded Web Server (EWS). See the product
user guide for information.
1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Open the following menus:

Backup/Restore

Restore Data

3.

Insert the portable USB storage device.

4.

Select the backup file, and then touch Restore.

5.

Touch Restore.

Save and repair process

The save and repair process occurs automatically whenever the formatter PCA, interconnect PCA, or
encrypted hard disk drive (HDD) are replaced. This process is transparent to the user.
CAUTION: Replacing the formatter PCA and interconnect PCA at the same time or swapping these
assemblies between products can render the product unusable.

Formatter PCA: When a replacement formatter PCA is installed and the product is turned on,
NVRAM values from the interconnect PCA are transferred automatically to the replacement
formatter PCA. This process allows the product to return to normal operation with all of the
necessary product history.

Interconnect PCA: When a replacement interconnect PCA is installed, NVRAM values from the
formatter PCA are transferred automatically to the replacement interconnect PCA. This process
allows the product to return to normal operation with all of the necessary product history.

Hard disk drive (HDD): When a replacement hard disk drive is installed and product is turned on,
the replacement hard disk drive is locked to the formatter PCA of the product. The encryption key
is placed in the NVRAM of the formatter PCA and copied to the NVRAM of the interconnect PCA.
This allows the backed up NVRAM values from the interconnect PCA to be restored to a
replacement formatter PCA when either the formatter PCA or interconnect PCA are replaced. This
process also allows the hard disk drive to function when it is transferred from a defective formatter
PCA to a replacement formatter PCA. The hard disk drive cannot be used in another product or
accessed from outside the product.

Post-service test
Perform the following test to verify that the repair or replacement was successful.

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Quality test

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1.

Verify that you have completed the necessary reassembly steps.

2.

Verify that the power cord and network cable are correctly connected, and then turn on the
product.

3.

Verify that the control panel shows the product in Ready mode.

4.

Perform the scanning features of the product to ensure the product is functioning correctly. See the
product user guide for information.

5.

If necessary, restore any customer-specified settings.

6.

Clean the outside of the product with a damp cloth.

Service approach

17

Customer self repair (CSR) assemblies

ADF rollers
NOTE: Always replace the separation pad when replacing the ADF rollers. The ADF rollers and
separation pad are included in the ADF roller replacement kit.
The ADF roller replacement kit is a consumable and is not covered under warranty or standard service
agreements.
NOTE: HP recommends that you replace the rollers every 100,000 scans.

Remove the ADF rollers:

CAUTION: Do not touch the rollers. Oils from your fingers can impact performance.
NOTE: If the product is on and you open and close the ADF hatch, the attention message If
document feeder roller cleanup is complete, clear message displays. Touch Cancel to clear
the message.
1.

Open the automatic document feeder (ADF) hatch.

Figure 2-1 Remove the ADF rollers (1 of 1)

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2.

Slide your fingertip behind the tab on the roller assembly door, and then pull gently forward and
down to open the door.
TIP: Lift the ADF input tray slightly to make it easier to reach the tab.
Figure 2-2 Remove the ADF rollers (1 of 2)

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Customer self repair (CSR) assemblies

19

3.

Holding the roller assembly door down and out of the way, grasp the roller assembly and slide it
to the left to release it from the enclosure.
NOTE: You might feel a slight resistance when sliding the roller assembly.

CAUTION: Take care not to press down on the alignment tabs or against the tab to the right of
the roller assembly.
Figure 2-3 Remove the ADF rollers (1 of 3)

4.

Remove the roller assembly.

Figure 2-4 Remove the ADF rollers (1 of 4)

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Separation pad
NOTE: Always replace the ADF rollers when replacing the separation pad. The ADF rollers and
separation pad are included in the ADF roller replacement kit.
CAUTION: Do not touch the pad. Oils from your fingers can impact performance.
1.

Open the automatic document feeder (ADF) hatch.

Figure 2-5 Remove the separation pad (1 of 3)

2.

Push the separation pad latch to release the separation pad.

TIP: Raise the ADF input tray slightly.
Figure 2-6 Remove the separation pad (2 of 3)

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Customer self repair (CSR) assemblies

21

3.

Lift the separation pad component to release it from its housing.

Reinstallation tip Make sure the spring seats properly on the new separation pad by pressing
down on the separation pad with a pencil or screwdriver after the pad is installed.
Figure 2-7 Remove the separation pad (3 of 3)

Update the document feeder kit replacement history

After installing new ADF rollers and a separation pad, update the product maintenance history:
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

Manage Supplies

Reset Supplies

New Document Feeder Kit

Touch Reset.

Set the Very Low Settings option from the control panel

22

1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

Calibrate/Cleaning

Manage Supplies

Supply Settings

New Document Feeder Kit

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3.

In the Document feeder kit low box, enter a percentage of the total scans at which the
product displays a message to replace the document feeder kit.

4.

Select one of the following options:

Select the Stop option to set the product to stop scanning until you replace the document
feeder kit.

Select the Prompt to continue option to set the product to stop scanning and prompt you to
replace the document feeder kit. You can acknowledge the prompt and continue scanning.

Select the Continue option to set the product to alert you that the document feeder kit needs
to be replaced, but to continue scanning.

Customer self repair (CSR) assemblies

23

Control-panel assembly
1.

Raise the scanner lid.

2.

Lift the left side of the control panel to release it from the product.
Figure 2-8 Remove the control-panel assembly (1 of 3)

3.

Disconnect the FFC (callout 1), and then gently pull the FFC through the cable restraint (callout 2).
Figure 2-9 Remove the control-panel assembly (2 of 3)

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4.

Disconnect the control-panel cable and then remove the control panel.
Figure 2-10 Remove the control-panel assembly (3 of 3)

NOTE: If the firmware is in a compressed file, extract the file before saving it to the USB storage
device. Only files with a .bdl extension are valid firmware update files.

Reinstall the control-panel assembly

The replacement control-panel assembly ships with default calibration values. After installing a new
control-panel assembly, calibrate and test the control-panel. See Control-panel checks on page 67 for
more information.

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Customer self repair (CSR) assemblies

25

Hard disk drive

CAUTION:

ESD sensitive component.

CAUTION: Replacing the hard disk drive and formatter PCA, hard disk drive and interconnect PCA,
or formatter PCA and interconnect PCA at the same time can render the product unusable. Swapping
these assemblies between products can also render the product unusable.

Remove the hard disk drive

1.

If replacing the hard disk drive, back up the product data before removing. See Backup product
data on page 15.

2.

Loosen two thumbscrews (callout 1), and then remove the formatter.
Figure 2-11 Remove the formatter

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3.

Gently lift the drive rail lever on the left leading edge of the hard disk drive (1), slide the drive
forward (2), and then disconnect the cable from the hard disk drive. Lift the hard disk drive out of
the drawer assembly.
Figure 2-12 Remove the hard disk drive (1 of 2)

4.

Remove the black plastic rails from the drive.

Figure 2-13 Remove the hard disk drive (2 of 2)

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27

Reinstall the hard disk drive

NOTE: The replacement hard disk drive is locked to the formatter PCA of the product the first time the
product is turned on after installation. The encryption key is placed in the NVRAM of the formatter PCA
and copied to the NVRAM of the interconnect PCA. This allows the backed up NVRAM values from the
interconnect PCA to be restored to a replacement formatter PCA when either the formatter PCA or
interconnect PCA are replaced. This process allows the hard disk drive to function when it is transferred
from a defective formatter PCA to a replacement formatter PCA. The hard disk drive cannot be used in
another product or accessed from outside the product.
1.

Tuck the drive cable under the cable restraint.

Figure 2-14 Reinstall the hard disk drive

2.

After installing a replacement hard disk drive, you must reload the firmware by performing a
firmware upgrade.

Reload the firmware

1.

Go to www.hp.com/support and select the region and language.

2.

Select Drivers and Software and then search for the product. Select the product from search
results.

3.

Select the software/driver language and operating system.

4.

Select the appropriate firmware update file.

NOTE: If the firmware is in a compressed file, extract the .bdl file before saving it to a USB
thumbdrive. Only files with a .bdl extention are valid for firmware updates.

28

5.

Download and copy the firmware upgrade file to the root directory of a USB storage accessory.
The firmware upgrade file has a .bdl extension.

6.

Insert the USB storage accessory into the USB port on the bottom edge of the control panel.

7.

Connect all cables and turn on the product. Error: 99.09.62 Not Bootable or a similar
button to continue.
message displays. Press the Start

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8.

Wait for the preboot menu to display on the control-panel display, and then press the up or down
button to select it.
navigation arrows on the keyboard to scroll to Administrator. Press the Start

9.

Press the down arrow key on the keyboard to scroll to Manage Disk. Press the Start
select it.

10. Press down arrow key on the keyboard to scroll to Clear Disk PWD. Press the Start
select it.
11. When the message Proceed with Requested Action displays, press the Start
continue.

button to
button to
button to

12. Press the # key on the keyboard to return to the home screen of the preboot menu.
13. Press the up or down keys on the keyboard to scroll to Administrator. Press the Start
select it.
14. Press down arrow key on the keyboard to scroll to Download. Press the Start

button to

button to select it.

15. Press the up or down keys on the keyboard to scroll to USB Thumbdrive. Press the Start
to select it.

button

16. Several .bdl files might be listed. Press the up or down keys on the keyboard to scroll to the
button to select it. Wait while the
firmware upgrade file that you downloaded. Press the Start
file transfers. When the transfer is complete, the message Complete displays on the control-panel
display.
17. Press and hold the power button to turn off the product (approximately 10 seconds). Remove the
USB storage accessory, and then turn the product on. Wait for several minutes while the product
initializes. If the upgrade is unsuccessful, try transferring the firmware upgrade file again.
18. If you created a backup of the product data prior to replacing the hard disk drive, restore the data
from the device or network location where the backup was saved. See Restore product data
on page 16.

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29

Keyboard assembly
1.

Slide the four tabs at the top of the keyboard toward the bottom of the keyboard.
Figure 2-15 Remove the keyboard assembly (1 of 4)

2.

Release the four tabs at the bottom of the keyboard.

Figure 2-16 Remove the keyboard assembly (2 of 4)

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3.

Lift the keyboard from the product. Note the orientation of the flat flexible cable (FFC) for
reinstallation.
Figure 2-17 Remove the keyboard assembly (3 of 4)

4.

Release the cable lock to release the FFC, and then remove the keyboard.
Figure 2-18 Remove the keyboard assembly (4 of 4)

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31

Internal assemblies
Formatter PCA
CAUTION:

ESD sensitive component.

CAUTION: Replacing the hard disk drive and formatter PCA, hard disk drive and interconnect PCA,
or formatter PCA and interconnect PCA at the same time can render the product unusable. Swapping
these assemblies between products can also render the product unusable.
NOTE: If replacing the hard disk drive, back up the product data before removing. See Backup
product data on page 15.

Loosen two thumbscrews (callout 1), and then remove the formatter.
Figure 2-19 Remove the formatter

Reinstall the formatter PCA

NVRAM values including the encryption key for the hard disk drive are restored to the replacement
formatter PCA from the NVRAM of the interconnect PCA when the product is turned on. The product
returns to normal operation with all of the product history loaded in the NVRAM of the formatter PCA.

Flatbed scanner and ADF assembly

Before proceeding, remove the following components:

32

Control-panel assembly. See Control-panel assembly on page 24.

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Remove the flatbed scanner and ADF assembly:

1.

From the front of the scanner, remove four screws.

Figure 2-20 Remove the flatbed scanner and ADF assembly (1 of 7)

2.

From the back of the scanner, remove five screws.

Figure 2-21 Remove the flatbed scanner and ADF assembly (2 of 7)

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33

3.

Carefully release the back cover.

NOTE: The serial number for the product is on the back cover. Do not lose or damage the cover.
Figure 2-22 Remove the flatbed scanner and ADF assembly (3 of 7)

4.

Remove the back cover.

Figure 2-23 Remove the flatbed scanner and ADF assembly (4 of 7)

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5.

Remove two screws.

Figure 2-24 Remove the flatbed scanner and ADF assembly (5 of 7)

6.

Lift the flatbed scanner and ADF assembly.

Figure 2-25 Remove the flatbed scanner and ADF assembly (6 of 7)

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35

7.

Disconnect three cables and then remove the flatbed scanner and ADF assembly.
Figure 2-26 Remove the flatbed scanner and ADF assembly (7 of 7)

Reinstall the flatbed scanner and ADF assembly

NOTE: After the flatbed scanner and ADF assembly is replaced, the product compares the firmware
version on the new assembly with the firmware on the product. If the firmware on the product is newer,
the firmware on the assembly is updated. The product will restart multiple times during the update
process.
After installing a new flatbed scanner and ADF assembly, reset the cycle counts.
Reset the cycle counts
1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Touch the Service button and log in.

3.

Touch the Cycle Counts button.

4.

Reset the following counts to 0:

Document Feeder Count

Clean Rollers Count

Flatbed Count

ADF Simplex Count

ADF Duplex Count

NOTE: Do not reset the Send Scan Count setting.

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Power-button assembly
Before proceeding, remove the following components:

Control-panel assembly. See Control-panel assembly on page 24.

Flatbed scanner and ADF assembly. See Flatbed scanner and ADF assembly on page 32

Remove the power-button assembly

CAUTION:
1.

ESD sensitive component.

Disconnect one connector (callout 1), and remove two screws (callout 2).
Figure 2-27 Remove the power-button assembly (1 of 3)

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37

2.

Remove the power-button assembly.

Figure 2-28 Remove the power-button assembly (2 of 3)

Reinstall the power-button assembly

When installing the power-button assembly, install the button first and then install the PCA.
Figure 2-29 Remove the power-button assembly (3 of 3)

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Interconnect cable, scanner cable, and control-panel cable

Before proceeding, remove the following components:

Control-panel assembly. See Control-panel assembly on page 24.

Flatbed scanner and ADF assembly. See Flatbed scanner and ADF assembly on page 32.

Remove the scanner cable, control-panel cable, and interconnect cable

1.

Remove four screws

Figure 2-30 Remove the scanner cable, control-panel cable, and interconnect cable (1 of 4)

2.

Release two tabs and remove the sheet-metal plate.

Figure 2-31 Remove the scanner cable, control-panel cable, and interconnect cable (2 of 4)

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3.

Disconnect three cables (callout 1).

Figure 2-32 Remove the scanner cable, control-panel cable, and interconnect cable (3 of 4)

4.

Identify the cable to be removed:

Scanner cable (callout 1). See Remove the scanner cable on page 41.

Control-panel cable (callout 2). See Remove the control-panel cable on page 42.

Interconnect cable (callout 3). See Remove the interconnect cable on page 44.

Figure 2-33 Remove the scanner cable, control-panel cable, and interconnect cable (4 of 4)

2
1
3

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Remove the scanner cable

1.

If connected, disconnect the scanner cable from the interconnect PCA.

Figure 2-34 Remove the scanner cable (1 of 3)

2.

Release the cable from one cable clamp.

Figure 2-35 Remove the scanner cable (2 of 3)

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41

3.

Remove the scanner cable.

Figure 2-36 Remove the scanner cable (3 of 3)

Remove the control-panel cable

1.

If connected, disconnect the control-panel cable from the interconnect PCA.

Figure 2-37 Remove the control-panel cable (1 of 3)

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2.

Release the cable from one cable clamp.

Figure 2-38 Remove the control-panel cable (2 of 3)

3.

Remove the control-panel cable.

Figure 2-39 Remove the control-panel cable (3 of 3)

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Remove the interconnect cable

1.

If connected, disconnect the interconnect cable from the interconnect PCA.

Figure 2-40 Remove the interconnect cable (1 of 4)

2.

Release the cable from one cable clamp.

Figure 2-41 Remove the interconnect cable (2 of 4)

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3.

Release the cable from one cable clamp (callout 1) and disconnect one connector (callout 2).
Figure 2-42 Remove the interconnect cable (3 of 4)

4.

Remove the interconnect cable.

Figure 2-43 Remove the interconnect cable (4 of 4)

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Interconnect PCA, fan assembly, and DC controller PCA

NOTE: When a replacement interconnect PCA is installed and the product is turned on, it restores the
NVRAM values from the NVRAM of the formatter PCA. This process allows the product to return to
normal operation with all of the necessary product history.
CAUTION: Replacing the hard disk drive and formatter PCA, hard disk drive and interconnect PCA,
or formatter PCA and interconnect PCA at the same time can render the product unusable. Swapping
these assemblies between products can also render the product unusable.
Before proceeding, remove the following components:

Control-panel assembly. See Control-panel assembly on page 24.

Flatbed scanner and ADF assembly. See Flatbed scanner and ADF assembly on page 32.

Remove the interconnect PCA, fan assembly, and DC controller PCA:

CAUTION:
1.

ESD sensitive component.

Remove four screws.

Figure 2-44 Remove the interconnect PCA, fan assembly, and DC connector PCA (1 of 6)

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2.

Release two tabs and remove the sheet-metal plate.

Figure 2-45 Remove the interconnect PCA, fan assembly, and DC connector PCA (2 of 6)

3.

Disconnect three cables (callout 1).

Figure 2-46 Remove the interconnect PCA, fan assembly, and DC connector PCA (3 of 6)

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4.

Remove nine screws.

Figure 2-47 Remove the interconnect PCA, fan assembly, and DC connector PCA (4 of 6)

5.

Slide the sheet-metal drawer out of the product.

Figure 2-48 Remove the interconnect PCA, fan assembly, and DC connector PCA (5 of 6)

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6.

Identify the PCA or assembly to be removed:

Interconnect PCA (callout 1). See Remove the interconnect PCA on page 49.

Fan assembly (callout 2). See Remove the fan assembly on page 50.

DC controller PCA (callout 3). See Remove the DC controller PCA on page 51.

Figure 2-49 Remove the interconnect PCA, fan assembly, and DC connector PCA (6 of 6)

Remove the interconnect PCA

Disconnect two connectors (callout 1), remove four screws (callout 2), and remove the interconnect
PCA.
Figure 2-50 Remove the interconnect PCA

2
1

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Remove the fan assembly

1.

Release one cable retainer.

Figure 2-51 Remove the fan assembly (1 of 3)

2.

Disconnect one connector (callout 1) and then remove four screws (callout 2).
Figure 2-52 Remove the fan assembly (2 of 3)

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Chapter 2 Removal and replacement

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3.

Remove the fan assembly.

Figure 2-53 Remove the fan assembly (3 of 3)

Remove the DC controller PCA

Disconnect one connector (callout 1), remove three screws (callout 2), and remove the DC
controller PCA.
Figure 2-54 Remove the DC controller PCA

2
1

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52

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Solve problems

Solve problems checklist

Administration Menu Map

Preboot menu options

Current settings page

Troubleshooting process

Tools for troubleshooting

Clear jams

Solve paper-handling problems

Clean the product

Solve connectivity problems

Service mode functions

Preboot menu options

Solve fax problems

Solve e-mail problems

Product updates

53

Solve problems checklist

Simple issues such as smudges on the scanning glass or loose cables can cause your product to
produce fuzzy scans, operate in an unexpected manner, or fail to operate. Always check the following
items when you encounter scanning problems.

If scans are fuzzy, check to see if the scanning strip to the left of the scanning glass is dirty or
smudged. If so, clean the scanning strip.
If you are scanning a document that will be analyzed using Optical Character Recognition (OCR),
make sure that the original document is clear enough to be analyzed.

Make sure that the Ethernet and power cables are firmly seated in their respective connectors on
the back of the product, and that the power cord is plugged into a working electrical outlet or
surge protector.

Ensure that the product is receiving power.

Check that the green LED on the power supply case is on.

If the green LED is not on, ensure that power is available to the power outlet or surge
protector that the power supply is plugged into.

If power is available to the power outlet or surge protector but the green LED is still not on,
the power supply might be defective.

Make sure that the power LED and heartbeat LED on the formatter are functioning correctly.

Make sure that the product buttons are enabled.

Press and hold the power button for 10 seconds to turn off the product, wait 30 seconds, and then
press the Power button again to turn on the product.

Make sure the automatic document feeder (ADF) hatch is closed.

Verify that the product is connected to the LAN, and that the product is correctly configured to use
the network.

If you continue to have problems, it is possible that the firmware or associated drivers are out of date or
have become corrupted. Go to www.hp.com/support to locate firmware and driver updates for the
product.

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Administration Menu Map

The Administration Menu Map report presents the entire structure of the Administration menu so you
can identify how to navigate to any option.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

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Reports

Configuration/Status Pages

Administration Menu Map

Touch the View button to view the report.

Administration Menu Map

55

Preboot menu options

If an error occurs while the product is booting, an error message appears on the control-panel display.
The user can access the Preboot menus. The Error menu item will not be seen if an error did not occur.
CAUTION: The Clean Disk option performs a disk initialization for the entire disk. The operating
system, firmware files, and third party files (among other files) will be completely lost. HP does not
recommend this action.
Access the Preboot menu
1.

Turn the product on.

2.

Press and hold the Stop

3.

Use the keyboard to navigate the menu.

button when the LED lights are illuminated solid.

Cold reset using the Preboot menu

1.

Turn the product on.

2.

Press the Stop

3.

On the product keyboard press the down arrow to highlight Administrator, and then press the
enter key.

4.

On the product keyboard press the down arrow to highlight Startup Options, and then press the
enter key.

5.

On the product keyboard press the down arrow to highlight Cold Reset, and then press the enter
key.

6.

button twice to highlight the Continue

On the product control panel press the back arrow
option, and then press the enter key on the keyboard.

button when the Ready, Data, and Attention LEDs are illuminated solid.

NOTE: The product will initialize.

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Current settings page

The current settings pages provides a map of the user configurable settings that might be helpful in the
troubleshooting process.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

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Reports

Configuration/Status Pages

Current Settings Page

Touch the View button to view the report.

Current settings page

57

Troubleshooting process
Determine the problem source
When the product malfunctions or encounters an unexpected situation, the product control panel alerts
you to the situation. A troubleshooting flowchart helps you diagnose the root cause of the problem. The
remainder of this chapter provides steps for correcting problems.

Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The
flowchart guides you to the section of this chapter that contains steps for correcting the
malfunction.

Before beginning any troubleshooting procedure, check the following issues:

Are supply items within their rated life?

Does the configuration page reveal any configuration errors?

NOTE: The customer is responsible for checking supplies and for using supplies that are in good
condition.

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Troubleshooting flowchart
Symptom

Check

Possible causes

Possible solutions

The control-panel display is

blank, no lights are lit, and the
product makes no sounds from
the motors.

Is the power on?

The power cable is

disconnected.

1.

Make sure that the power

cable is connected to the
power supply and a power
outlet or power strip. Make
sure the power supply is
connected to the product.

2.

If power cable is connected

to a power strip, make sure
that power strip is
connected to the power
outlet and the power strip is
turned on. If the power strip
has a circuit breaker, reset
the circuit breaker.

See Power-on checks

on page 62.
The power outlet is not
functioning.

Test the outlet by connecting the

product to an outlet that is known
to work.
See Power-on checks
on page 62.

The external power supply has

failed.

If the problem persists, replace

the external power supply.
See Power-on checks
on page 62.

Are the subassemblies receiving

power?

Bad connection to the DC

controller PCA

See Power-on checks

on page 62.

1.

Turn the power off.

2.

Check all connections to the

DC controller PCA.

3.

Turn the power on.

See the replacement procedure

for the DC controller PCA in the
service manual.
Bad connection to the
interconnect PCA

1.

Turn the power off.

2.

Check all connections to the

interconnect PCA.

3.

Turn the power on.

See the replacement procedure

for the interconnect PCA in the
service manual.

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59

Symptom

Check

Possible causes

Possible solutions

DC controller PCA is defective.

Replace the DC controller PCA.

See the replacement procedure
for the DC controller PCA in the
service manual.

interconnect PCA is defective.

Replace the interconnect PCA.

See the replacement procedure
for the interconnect PCA in the
service manual.

The control-panel display is

blank, no LED's are lit, but the
other subassemblies have power.

Is the device in sleep mode?

The product is in sleep mode.

Touch the touchscreen display.

Is the brightness of the

touchscreen display turned off?

The touchscreen display

brightness is off.

Press the + sign on the brightness

adjustment button until the
control-panel display shows.

Are the cables to the control

panel connected?

The cables are not connected.

Check the cable connections.

See the replacement procedure
for the control panel in the
service manual.

The control-panel display is

defective.

Replace the control-panel

display.
See the replacement procedure
for the control-panel display in
the service manual.

The product stops during the

startup process.

What state is the touchscreen

showing?

The firmware was recently

updated.

Wait 5 minutes and then restart

the product.

The formatter, interconnect PCA,

or another assembly was recently
replaced.
The firmware is corrupt.
The firmware on an assembly is
not updating.

See Firmware startup steps

on page 63.

The hard drive, formatter, or

other assembly is defective.
An error or warning message
displays on the control-panel
display.

60

Does the message display on the

status line?

A supply limit is approaching.

Follow the instructions to resolve

the warning message.

Does message display as a full

screen?

An error condition exists within

the product.

Follow the instructions to resolve

the error message.

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Symptom

Check

Possible causes

Possible solutions

The product cannot connect to

the network.

Has an IP address been assigned

to the product?

The product was not configured.

Touch the Network Address

button on the control panel to
display the IP address.

The product was reset to factory

default settings.

Check the configuration from the

control-panel display or HP
Embedded Web Server.

Are network cables connected?

The network cables are

disconnected.

Check each cable connection. If

the problem persists, try a
different cable or port on the hub
or transceiver.

Can you ping the product using

its IP address?

No network connection

Use the command prompt to

ping the product from your
computer. For example: ping
192.168.45.39 Ensure that the
ping displays round-trip times. If
you are able to ping the product,
verify that the IP address
configuration for the product is
correct on the computer. If it is
correct, delete and then add the
product again. If the ping
command failed, verify that the
network hubs are on, and then
verify that the network settings,
the product, and the computer
are all configured for the same
network.

Is the HP Jetdirect embedded

print server functioning?

The HP Jetdirect embedded print

server is not configured correctly.

Check the HP Jetdirect LEDs on

the formatter. The top-left LED is
green and indicates the link
status. If it is off, a link has
failed. The top-right LED is
yellow. It blinks on and off to
indicate network activity.

The formatter is defective.

See the replacement procedure

for the formatter PCA in the
service manual.

Are the link speed and duplex

settings correct?

The product is not configured

correctly.

The link speed and

communication mode of the
Jetdirect server must match the
network settings. The available
settings depend on the product
and installed Jetdirect server.
Leave the setting in automatic
mode (the default setting).

Is the protocol enabled?

The product is not configured

correctly.

Check the protocol status using

the HP Embedded Web Server.
See the features of the HP
Embedded Web server in the
service manual.

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61

Symptom

Check

Possible causes

Possible solutions

The product will not scan.

Do the flatbed scanner and

document feeder start up
correctly?

The firmware for the flatbed

scanner and ADF assembly is
corrupted.

1.

Verify that the flatbed

scanner and ADF assembly
is receiving power and the
firmware is functioning by
loading a sheet of paper in
the input tray and verifying
that the Document load/
detect LED turns on.

2.

Turn the product off and

then on.

3.

Upgrade the product

firmware. See the firmware
upgrade process in the
service manual.

4.

Restart the product.

The flatbed scanner and ADF

assembly is defective.

Replace the flatbed scanner and

ADF assembly.
See the replacement procedure
for the flatbed scanner and ADF
assembly in the service manual.

Power subsystem
Power-on checks
The basic product functions should start up as soon as the product is plugged into an electrical outlet
and the power switch is pushed to the on position. If the product does not start, use the information in
this section to isolate and solve the problem.
Power-on troubleshooting overview
Turn on the product power. If the control-panel display remains blank, random patterns appear, or
asterisks remain on the display, perform power-on checks to locate the cause of the problem.
During normal operation, the main cooling fan begins to spin briefly after the product power is turned
on. Place your hand on the rear cover, next to the formatter. If the fan is operating, you will feel a slight
vibration and feel air passing into the product. You can also lean close to the product and hear the fan
operating. When this fan is operational, the DC side of the power supply is functioning correctly.
After the fan is operating, the scanner motor turns on (unless the top cover is open, a jam condition is
sensed, or the paper-path sensors are damaged). You should be able to visually determine if the
scanner motor is turned on if the flatbed carriage moves as it calibrates and the scanner LED lights
blink.

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If the control panel is blank when you turn on the product, check the following items.
1.

Make sure that the product is plugged into an active electrical outlet that delivers the correct
voltage.

2.

Make sure that the power switch is in the on position.

3.

Make sure that the fan runs briefly, which indicates that the power supply is operational.

4.

Make sure that the control-panel display FFC cable and USB cable are connected. Turn the power
off to check this.

5.

Make sure that the formatter is seated and operating correctly. The heartbeat LED should be
blinking, and the connectivity LED should be illuminated.

6.

Verify that the firmware for the flatbed scanner and ADF assembly is functioning by loading a
sheet of paper in the input tray and verifying that the Document load/detect LED turns on.

7.

Use the brightness adjustment button on the control panel to make sure that it is not all the way up
or all the way down.

8.

Remove any HP Jetdirect or other EIO cards, and then try to turn the product on again.

NOTE: It is important to have the control panel functional as soon as possible in the troubleshooting
process so that the control-panel display can be used to help locate product errors.
Firmware startup steps
If the product stops during the startup process, note the touchscreen display number and then review the
possible solutions.

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Touchscreen display

Startup step

Description

Possible solutions

BIOS

Starts the formatter

1.

Check the lights on the

formatter.

2.

If the lights are off, turn

the product off and then
make sure the formatter
PCA is firmly seated in
the product. Turn the
product on.

3.

If the problem persists,

replace the formatter
PCA. See the
replacement procedure
in the service manual.

Troubleshooting process

63

Touchscreen display

Startup step

Description

Possible solutions

BIOS preboot

Extracts and installs the

firmware on the first startup
after a firmware upgrade

1.

Turn the product off and

then on.

2.

Upgrade the firmware

using the preboot menu.

3.

If the problem persists,

replace the formatter
PCA. See the
replacement procedure
in the service manual.

1.

Turn the product off and

then on.

2.

Upgrade the firmware

using the preboot menu.

3.

If the problem persists,

replace the hard drive.
See the replacement
procedure in the service
manual.

1.

Turn the product off and

then on.

2.

Upgrade the firmware

using the preboot menu.

3.

If the problem persists,

replace the hard drive.
See the replacement
procedure in the service
manual.

1.

Turn the product off and

then on.

2.

Check the hard drive

connections and make
sure the formatter PCA is
firmly seated in the
product.

3.

If the problem persists,

replace the hard drive.
See the replacement
procedure in the service
manual.

64

Operating system startup

Shell startup

Not used

Partition manager

Chapter 3 Solve problems

Starts Windows

Starts the touchscreen

Sets up the hard drive

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Touchscreen display

Startup step

Description

Possible solutions

Disk check

Only Happens on hard reset

Checks the disk

1.

Turn the product off and

then on.

2.

If the problem persists,

replace the hard drive.
See the replacement
procedure in the service
manual.

Installation manager

Installs all other components

including the scanner
firmware

Check the secondary EIO

device
1.

If a secondary EIO
device has been
installed, turn the
product off, remove the
device, and then turn the
product on.

2.

If the product starts

properly, verify that the
firmware loaded on
product supports the EIO
device.

3.

If the product does not

start, update the product
to firmware that supports
the secondary EIO
device and then reinstall
the device. If the
problem persists,
replace the EIO device.

Check the HIP accessory

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1.

If an accessory has been

installed in the hardware
integration pocket (HIP),
turn the product off,
remove the accessory
and turn the product on.

2.

If product starts
properly, verify that the
firmware on the product
supports the accessory.
If not, update the
product to firmware that
supports the accessory.

3.

Reinstall the accessory. If

the problem persists,
replace the accessory.

Troubleshooting process

65

Touchscreen display

Startup step

Description

Possible solutions
Check the flatbed
scanner and ADF
assembly

66

1.

Load paper in document

feeder and verify that
the document load/
detect LED turns on.

2.

If the light does not turn

on, make sure all doors
and hatches are closed.

3.

If the flatbed scanner

and ADF assembly has
been recently replaced,
check all cable
connections and then
restart the product.

4.

If the product does not

start, upgrade the
firmware from the
preboot menu.

5.

If the problem persists,

replace the flatbed
scanner and ADF
assembly. See the
replacement procedure
in the service manual.

Firmware startup process

Starts the main program that

runs all other assemblies on
the product

Turn the product off and then

on.

Checking hardware

Hardware status check

Checks the status of all

hardware.

Follow the steps displayed in

the error message.

Initializing

Initializing devices

Initializes devices and key

NVRAM values

Follow the steps displayed in

the error message.

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Control-panel checks
Control-panel checks from the control panel
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

Troubleshooting

Diagnostic Tests

Control Panel

Follow the onscreen instructions to use the following tests:

LEDs: tests the functionality of the LEDs

Display: conducts a series of tests on the display

Buttons: tests the functionality of the keys

Touchscreen: verifies that all areas respond to a touch

Control-panel checks from diagnostic mode

The product includes a diagnostic test mode for the control panel. This mode allows you to troubleshoot
issues with the touchscreen, keypad, LEDs and speaker.
1.

Press and hold the plus sign (+) on the brightness adjustment control toggle.

2.

Press the Start

button to initiate diagnostic mode.

Many of the diagnostic tests are for factory use only. You can use the following tests:
Calibrate

Calibrates the touchscreen

Use a 2 mm stylus to touch the inner portion of the targets
Cal1, Cal2, and Cal3.

Green: Best calibration values

Yellow: Allowable calibration values

Red: Unacceptable calibration values

When all calibration levels display in green, press the Start

button to save.
Touch Point

Verifies that 10 strategic targets respond to touch within

acceptable limits
Touch each target. When successfully touched, the color of the
target changes to red.

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Troubleshooting process

67

Touch Grid

Verifies that all areas respond to touch

Touch the grid to show the accuracy of the calibration.
Touching the display shows as white dots. Use a 3 mm stylus
to trace the gap between the two green lines.

Keyboard LED

Verifies the functionality of buttons and LEDs

Touch the buttons on the control panel and observe the virtual
buttons on the touchscreen. This test counts the number of
times you press each button.
Touch the virtual LEDs on the touchscreen to turn the physical
LEDs on or off.
Touch the Cancel test button to exit the test.

Test Pattern

Tests visual anomalies

Use the keypad on the screen to select different background
screens.

Sound

Tests the speaker

Press the 1 key on the keyboard to test the sound.

Panel Reset

Reboots the control panel

If the touchscreen does not function, use the keypad to navigate:

Press the 3 button to move up.

Press the 5 button to move left.

Press the 6 button to move right.

Press the 9 button to move down.

Exit diagnostic mode

68

Do one of the following:

Touch the Panel Reset button.

Touch the Stop

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button.

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Generate debug data

Generate and export a snapshot of the system.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

Troubleshooting

Generate Debug Data

Retrieve Diagnostic Data

3.

Selected the file type.

4.

Touch Send To Email or Export to USB to export the debug information.

Check the maintenance history

Check the maintenance history of the document feeder kit and roller cleaning.
Check the maintenance history of the document feeder kit
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

Manage Supplies

Reset Supplies

New Document Feeder Kit

Check the maintenance history of roller cleaning

1.

From the Home screen on the product control panel, touch theDevice Maintenance button.

2.

Open the following menus:

Calibrate/Cleaning

Clean Rollers

Check the number of scans

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1.

From the Home screen on the product control panel, touch theDevice Maintenance button.

2.

Touch the Service button and log in.

3.

Touch the Cycle Counts button.

4.

Touch a scan count type.

Troubleshooting process

69

Tools for troubleshooting

The section describes the tools that can help solve problems with the product.

Component diagnostics
LED diagnostics
LED diagnostics can identify and troubleshoot product problems.
LED indicators on the formatter
Three LEDs on the formatter indicate that the product is functioning correctly.

1
1

Power LED

Heartbeat LED

HP Jetdirect LEDs

Power LED
The power LED indicates that the formatter has power.
Formatter heartbeat LED
The heartbeat LED indicates that the formatter is functioning correctly. While the product is initializing
after you turn it on, the LED flashes rapidly, and then turns off. When the product has finished the
initialization sequence, the heartbeat LED pulses on and off.
HP Jetdirect LEDs
The embedded HP Jetdirect print server has two LEDs. The yellow LED indicates network activity, and
the green LED indicates the link status. A blinking yellow LED indicates network traffic. If the green LED
is off, a link has failed.
For link failures, check all the network cable connections. In addition, you can try to manually configure
the link settings on the embedded print server by using the product control-panel menus.

70

1.

From the Home screen on the product control panel, touch the Administration button.

2.

Touch the Network Settings button, and then touch the Embedded Jetdirect Menu button.

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3.

Touch the Link Speed button.

4.

Select the appropriate link speed, and then touch the Save button.

Interpret control-panel status lights

The product has five LEDs on the control panel that indicate product status. The table below explains
how to interpret these LEDs.
LED behavior

Description

All LEDs are off.

The product is turned off.

Sleep LED

is on.

The scanner is in sleep (power conservation) mode.

Sleep LED

is flashing.

The scanner is entering or exiting sleep mode.

Sleep LED

is off.

The scanner is not in sleep mode, nor is it transitioning sleep status (on or off).

Power LED

is on.

The product is powered on.

Power LED

is blinking.

The AC adapter is plugged in to the product, and the product is turned off.

Power LED

is off.

The power supply is not providing power to the product.

Ready LED

is on.

The product is online and able to accept input.

Ready LED

is flashing.

The product is pausing a request or has stopped receiving input.

Ready LED

is off.

The product is paused and unable to accept input. This may be because the product
was deliberately paused, or because the product is in an error state.

Data LED

is on.

The product has data buffered that it has finished processing and is waiting for more
data to be transmitted, or the product is paused. When the Attention LED is flashing at
the same time, there is an error and there is data waiting to be processed.

Data LED

is flashing.

The product is receiving or processing data.

Data LED

is off.

There is no data for the product to process.

Attention LED

is on.

The product has encountered a critical error, the nature of which is indicated on the
display.

Attention LED

is flashing quickly.

The product has encountered an error which requires user intervention, such as a jam in
the automatic document feeder.

Attention LED

is off.

No error condition exists.

Engine diagnostics
Verify power to the flatbed scanner and ADF assembly
Place a sheet of paper in the input tray of the document feeder. If the Document load/detect LED turns
on, the flatbed scanner and ADF assembly is receiving power and the firmware has been loaded.

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71

Test simplex scanning

1.

Select an existing Quick Set from the product control panel.

2.

Load a sheet of paper face-up in the input tray. Make sure the face-up side of the paper has
printed material on it.

3.

Touch the Preview button.

4.

Scan the document and then review the scan in the preview pane.
NOTE: If the scanning-related features have not been enabled, see the system administrator.

NOTE: Test the flatbed scanner by placing a sheet of paper on the scanner glass and scanning.

Test duplex scanning

1.

From the product control panel, select a Quick Set for scanning.

2.

From a computer, open a browser window and enter the product IP address in the URL line.

3.

From the HP Embedded Web Server, click the Scan/Digital Send tab.

4.

Open the Save to Network Folder Setup or Save to USB Setup menu associated with the
Quick Set you will use to scan.

5.

Select the Quick Set and then click the Edit button.

6.

Navigate to Scan Settings.

7.

For the Original Sides option, select 2-sided.

8.

Click Next until you reach the end of the Quick Set Wizard, and then click Finish.

9.

Load a sheet of paper that has printing on both sides in the input tray.

10. Touch the Preview button.

11. Scan the document using the Quick Set. On the control-panel display, view the preview and verify
that both sides of the page have been scanned.

Sensor test
The product must be in a Ready state to conduct sensor tests.
Paper present sensor

72

1.

Load paper in the input tray.

2.

If the Document load/detect LED turns on, the Paper Present sensor is functioning.

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ADF hatch sensor

1.

Open the ADF hatch.

2.

On the control-panel display, verify that a warning message Scanner Hatch open displays on
the status line.

3.

Close the ADF hatch. The message If document feeder roller cleaning is complete, clear
message displays on the control panel. Touch Cancel.

4.

Verify that the warning message does not display.

Flatbed cover sensor

1.

Lift the document feeder until it stays open.

2.

On the control-panel display, verify that a warning message displays on the status line.

3.

Close the document feeder.

4.

Verify that the warning message does not display.

Multi-Pick sensor

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1.

From the product control panel, select a Quick Set for scanning.

2.

From a computer, open a browser window and enter the product IP address in the URL line.

3.

From the HP Embedded Web Server, click the Scan/Digital Send tab.

4.

Open the Save to Network Folder Setup or Save to USB Setup menu associated with the
Quick Set you selected from the control panel.

5.

Select the Quick Set and then click the Edit button.

6.

Navigate to Scan Settings.

7.

Make sure that Misfeed Detection is selected.

8.

Click Next until you reach the end of the Quick Set Wizard, and then click Finish.

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73

9.

Place a self-stick note at the top left edge of a sheet of paper.

10. Load the sheet of paper in the input tray with the self-stick note face-up and scan the document
using the Quick Set.
11. If the Multi-Pick sensor is functioning, the paper will jam in the ADF and the 31.13.00 Jam in
document feeder message displays on the product control panel.

Internal test pages

Internal test pages provide details about the product and its current configuration. View internal test
pages from either the product control panel or from the HP Embedded Web Server (EWS). Use the
following procedures to view the internal test pages from the control panel:

Configuration pages
In addition to the main configuration page, an embedded Jetdirect configuration page displays.
Configuration page
Use the configuration page to view current product settings and to help troubleshoot product problems.

74

1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

Reports

Configuration/Status Pages

Configuration Page

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3.

Touch the View button to view the report on the screen.

4.

Touch the Next button to display the embedded Jetdirect page.

NOTE: The product IP address or host name is listed on the embedded Jetdirect page.

Figure 3-1 Configuration page

3
4

5
2

Device information

Installed personalities and options

Memory

Event log

Security
NOTE:

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The support key is intended for factory use only.

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75

HP embedded Jetdirect page

The second configuration page is the HP embedded Jetdirect page, which contains the following
information:
Figure 3-2 HP embedded Jetdirect page

3
1

General Information indicates the product status, model number, hardware firmware version, port select, port
configuration, auto negotiation, manufacturing identification, and manufactured date.

Security Settings information

Network Statistics indicates the total packets received, unicast packets received, bad packets received, framing
errors received, total packets transmitted, unsendable packets, transmit collisions, and transmit late collisions.

TCP/IP information, including domain and DNS

IPv4 information, including the IP address

IPv6 information

Always make sure the status line under the HP Jetdirect configuration lines indicates "I/O Card Ready".

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Finding important information on the configuration pages

Certain information, such as the firmware date codes, the IP address, and the e-mail gateways, is
especially helpful while servicing the product. This information is on the various configuration pages.
Table 3-1 Important information on the configuration pages
Type of information

Specific information

Configuration page

Firmware date codes

Firmware datecode

When you use the remote

firmware upgrade procedure, all
of these firmware components
are upgraded.

Look on the main

configuration page, under
Device Information.

Embedded Jetdirect
firmware version

Look on the embedded

Jetdirect page, under
General Information.

Embedded HP Jetdirect

Look on the main

configuration page, under
Installed Personalities and
Options. Shows model and
ID.

Total RAM

Look on the main

configuration page, under
Memory.

Accessories and internal

storage

Event logs

Look on the main

configuration page.

The configuration page lists only

the three most recent errors. To
see a list of the additional errors,
view an event log from the
Troubleshooting menu.
Scan counts

Scans since the last roller

replacement
Scans since the last paper
path cleaning

Look on the main

configuration page, under
Device Information.

Scans since the last roller

cleaning

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Usage page
Use the usage page to view counts of all paper sizes that have passed through the product and view
lists whether they were simplex or duplex.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

Reports

Configuration/Status Pages

Usage Page

Touch the View button to view the report on the screen.

Figure 3-3 Usage page

1
2

78

Device information

Scan Counts by Size

Paper Path Usage

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File Directory page

Use the file directory page to view the file name and folder name for files that are stored in the product
memory.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

Reports

Configuration/Status Pages

File Directory Page

Touch the View button to view the report on the screen.

Figure 3-4 File directory page

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Device information

File size

Directory and file name

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79

Web Services Status Page

Use the Web services status page to view the detected Web services and their locations.
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

3.

Reports

Configuration/Status Pages

Web Services Status Page

Touch the View button to view the report on the screen.

Figure 3-5 Web services status page

URLs of detected Web services

Use HP Embedded Web Server features

Use the features of the HP Embedded Web Server to troubleshoot the product. To open the
HP Embedded Web Server, enter the product IP address or host name in the address bar of a Web
browser.

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Information tab
Table 3-2 HP Embedded Web Server Information tab
Menu

Description

Device Status

Shows the product status and shows the estimated life remaining of HP supplies. The
page also shows the type and size of paper set for each tray. To change the default
settings, click the Change Settings link.

Job Log

Shows a summary of all jobs the product has processed.

Configuration Page

Shows the information found on the configuration page.

Event Log Page

Shows a list of all product events and errors. Use the HP Instant Support link (in
the Other Links area on all HP Embedded Web Server pages) to connect to a set
of dynamic Web pages that help you solve problems. These pages also show
additional services available for the product.

Usage Page

Shows a summary of the number of pages the product has scanned, grouped by
size, type, and paper path.

Device Information

Shows the product network name, address, and model information. To customize
these entries, click the Device Information menu on the General tab.

Control Panel Snapshot

Captures a snapshot of what is currently displaying on the product control panel.

Control panel menus

The product has many menus on the control panel to help you perform tasks and configure settings.
NOTE: To learn about each menu option, touch the Help
screen for that option.

button in the upper-right corner of the

NOTE: HP regularly updates features that are available in the product firmware. To take advantage
of the most current features, update the product firmware. To download the most recent firmware
upgrade, go to www.hp.com/support.
Table 3-3 Menus on the Home screen
Menu

Description

Initial Setup

This menu appears when you first turn the product on. Use it to set the language, to set the
date and time, to configure essential fax and e-mail settings.
After you have completed the initial setup, you have the option to hide this menu.

Fax

Use this menu to send a fax from the product. This menu is available only for products that
have a fax accessory. For this menu to appear on the control panel, this feature must be set up
by using the Initial Setup menu or by using the HP Embedded Web Server.
Several options are available for customizing jobs. These settings are temporary. After you
have finished the job, the product returns to the default settings.

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81

Table 3-3 Menus on the Home screen (continued)

Menu

Description

E-mail

Use this menu to scan documents and send them as an e-mail attachment. For this menu to
appear on the control panel, this feature must be set up by using the Initial Setup menu, by
using the HP Scan to Email Setup Wizard during software installation, or by using the
HP Embedded Web Server.
Several options are available for customizing jobs. These settings are temporary. After you
have finished the job, the product returns to the default settings.

Save to USB

Use this menu to scan documents and save them on a USB storage accessory. For this menu to
appear on the control panel, this feature must be set up by using the HP Embedded Web
Server.
Several options are available for customizing jobs. These settings are temporary. After you
have finished the job, the product returns to the default settings.

Save to Network Folder

Use this menu to scan documents and save them to a shared folder on the network. For this
menu to appear on the control panel, this feature must be set up by using the HP Embedded
Web Server or by using the HP Save to Folder Setup Wizard during software installation.
Several options are available for customizing jobs. These settings are temporary. After you
have finished the job, the product returns to the default settings.

Quick Sets

Use this menu to access preset job options for jobs that you scan and send by fax or e-mail, or
jobs that you scan and save to a USB flash drive, the product hard disk, or to a folder on the
network.
Set up Quick Sets by using the HP Embedded Web Server or HP Web Jetadmin.

Job Status

Use this menu to see the status of all active jobs.

Administration

Use this menu to view reports and configure default settings for the product. The Administration
menu has several sub-menus. See the sections that follow for details about these menus.

Device Maintenance

Use this menu to calibrate and clean the product and to backup and restore data. See the
sections that follow for details about these menus.

Save to Sharepoint

Use this menu to save scanned documents to a Microsoft SharePoint site. The document library
must be created on the SharePoint site and the user must have the appropriate permissions
before scanned documents can be saved. User sign in might also be required at the product.

Administration menu
You can perform basic product setup by using the Administration menu. Use the HP Embedded Web
Server for more advanced product setup. To open the HP Embedded Web Server, enter the product IP
address or host name in the address bar of a Web browser.
Reports menu
To display: At the product control panel, select the Administration menu, and then select the Reports
menu.

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Table 3-4 Reports menu

First level

Second level

Values

Configuration/Status Pages

Administration Menu Map

View

Current Settings Page

View

Configuration Page

View

Usage Page

View

File Directory Page

View

Web Services Status Page

View

Speed Dial List

View

Fax Reports

General Settings menu

To display: At the product control panel, select the Administration menu, and then select the General
Settings menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-5 General Settings menu
First level

Second level

Third level

Date/Time Settings

Date/Time Format

Date Format

Fourth level

Values
DD/MMM/YYYY
MMM/DD/YYYY
YYYY/MMM/DD

Time Format

12 hour (AM/PM)
24 hours

Date/Time

Energy Settings

Sleep Schedule

Date

Select the date from the

pop-up menus.

Time

Select the time from a

pop-up keypad.

Time Zone

Select the time zone from

a list.

Adjust for Daylight

Savings

Checkbox

A list of scheduled events

displays.
+ (Add)

Edit

Edit

Delete
Event Type

Wake Up
Sleep

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Table 3-5 General Settings menu (continued)

First level

Second level

Third level

Fourth level

Values

Time
Event Days
Sleep Timer Settings

Select days of the week

from a list.
Enter a value between 1
and 120 minutes.
The default value is 15
minutes.

Auto Recovery

Enable
Disable

Restore Factory Settings

Address Book
Digital Send
E-mail
Fax
General
Security

Scan/Digital Send Settings menu

To display: At the product control panel, select the Administration menu, and then select the Scan/
Digital Send Settings menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-6 Scan/Digital Send Settings menu
First level

Second level

Third level

E-mail Settings

E-mail Setup Wizard

E-mail Setup Wizard

Save to Network Folder

Options

NOTE:
only

Fourth level

Values

E-mail Settings

Save to USB Options

NOTE: The same
options are available for
each of these features,
except where noted.
Default Job Options

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Chapter 3 Solve problems

Image Preview

Make optional*

NOTE: You might need

to upgrade the firmware
to view this menu.

Require preview

Default File Name

Enter name

Disable preview

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Table 3-6 Scan/Digital Send Settings menu (continued)

First level

Second level

Third level

Fourth level

Document File Type

Optimize Text/Picture

Values
Select from a list of file
types.

Optimize For:

Auto detect
Manually adjust*
Text
Printed picture
Photograph

Output Quality

High (large file)

Medium*
Low (small file)

Original Sides

1 sided
2 sided
Orientation

Automatically detect
Portrait*
Landscape

2-Sided Format

Book style
Flip style

Resolution

600 dpi
500 dpi
400 dpi
300 dpi
240 dpi
200 dpi
150 dpi*
100 dpi
75 dpi

Content Orientation

Orientation

Automatically detect
Portrait*
Landscape

2-Sided Format

Book style*
Flip style

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Table 3-6 Scan/Digital Send Settings menu (continued)

First level

Second level

Third level

Fourth level

Color/Black

Values
Auto detect
Color
Black/Gray
Black

Original Size

Choose from a list of

paper sizes.

Notification

Do not notify*
Notify when job
completes
Notify only if job fails
E-mail

Image Adjustment

Darkness
Contrast
Background Cleanup
Sharpness

Job Build

Job Build off*

Job Build on

Cropping Options

Do Not Crop
Crop to paper
Crop to content

Edge Erase

Front side erase

Back side erase
Use inches

Color Dropout

Disabled
Remove red
Remove green
Remove blue

Automatically Straighten

Enabled
Disabled

Misfeed Detection

Enabled
Disabled

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Table 3-6 Scan/Digital Send Settings menu (continued)

First level

Second level

Third level

Fourth level

Blank Page Suppression

Values
Enabled
Disabled*

Digital Send Service

Setup

Allow Usage of Digital

Sending Software (DSS)
Server

Select or clear the check

box. The default setting is
with the check box
cleared.

Allow Transfer to New

Digital Sending Software
(DSS) Server

Select or clear the check

box. The default setting is
with the check box
cleared.

Fax Settings menu

To display: At the product control panel, select the Administration menu, and then select the Fax
Settings menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-7 Fax Settings menu
First level

Second level

Third level

Fax Send Settings

Default Options

Image Preview

Fourth level

Values
Make optional*
Require preview
Disable preview

Original Sides

1 sided*
2 sided
Orientation

Portrait*
Landscape

2-Sided Format

Book style*
Flip style

Notification

Do not notify*
Notify when job
completes
Notify only if job fails
E-mail

Content Orientation

Orientation

Portrait*
Landscape

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Table 3-7 Fax Settings menu (continued)

First level

Second level

Third level

Fourth level

Values

2-Sided Format

Book style*
Flip style

Original Size

Image Adjustment

Select from a list of sizes

that the product supports.
Darkness
Contrast
Background Cleanup
Sharpness

Optimize Text/Picture

Auto detect
Manually adjust*
Text
Printed picture
Photograph
Optimize For:

Job Build

Job Build off*

Job Build on

Color Dropout

Disabled
Remove red
Remove green
Remove blue

Misfeed Detection

Enabled
Disabled

Blank Page Suppression

Disabled*
Enabled

Display Settings menu

To display: At the product control panel, select the Administration menu, and then select the Display
Settings menu.
In the following table, asterisks (*) indicate the factory default setting.

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Table 3-8 Display Settings menu

First level

Second level

Key Press Sound

Values
On*
Off

Language Settings

Language

Select from a list of languages that the

product supports.

Keyboard Layout

Each language has a default keyboard

layout. To change it, select from a list of
layouts.

Network Address Button

Display
Hide

Date and Time

Show Date and Time

Hide Date and Time*

Inactivity Timeout

Range: 10 300 seconds

Default = 60 seconds

Clearable Warnings

On
Job*

Continuable Events

Auto continue (10 seconds)*

Press OK to continue

Manage Supplies menu

To display: At the product control panel, select the Administration menu, and then select the Manage
Supplies menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-9 Manage Supplies menu
First level

Second level

Third level

Supply Settings

Document feeder kit

Low threshold settings

Fourth level

Values

Document feeder kit

Enter percentage left

when warning will occur

Very Low Settings

Stop
Prompt to continue
Continue

Supply Messages

Low messages

On
Off

Reset Supplies

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New Document Feeder Kit

Maintenance history

Reset

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Network Settings menu

To display: At the product control panel, select the Administration menu, and then select the Network
Settings menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-10 Network Settings menu
First level

Values

I/O Timeout

Range: 5 300 sec

Default = 15

Embedded Jetdirect Menu

See the table that follows for details. These menus have the same
structure. If an additional HP Jetdirect network card is installed in the
EIO slot, then both menus are available.

EIO <X> Jetdirect Menu

Table 3-11 Embedded Jetdirect Menu/EIO <X> Jetdirect Menu

First level

Second level

TCP/IP

Enable

Third level

Fourth level

Values
On*
Off

Host Name
IPV4 Settings

Config Method

Bootp
DHCP*
Auto IP
Manual

Default IP

Auto IP*
Legacy

Primary DNS
Secondary DNS
IPV6 Settings

Enable

Off
On*

Address

Manual Settings

Enable
Address

DHCPV6 Policy

Router Specified
Router Unavailable*
Always

Primary DNS
Secondary DNS

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Table 3-11 Embedded Jetdirect Menu/EIO <X> Jetdirect Menu (continued)

First level

Second level

Third level

Fourth level

Values

Proxy Service
Proxy Port
Idle Timeout

Range: 0-3600
Default = 270

Security

Secure Web

HTTPS Required*
HTTPS Optional

IPSec

Keep
Disable*

802.1X

Reset
Keep*

AM/PM

Enable
Disable

Reset Security

Yes
No*

Diagnostics

Embedded Tests

LAN HW Test

Yes
No*

HTTP Test

Yes
No*

SNMP Test

Yes
No*

Data Path Test

Yes
No*

Select All Tests

Yes
No*

Execution Time [H]

Range: 1 24 hours
Default = 1 hour

Execute

No*
Yes

Ping Test

DEST IPv4
Packet Size

Range: 64-2048
Default = 64

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Table 3-11 Embedded Jetdirect Menu/EIO <X> Jetdirect Menu (continued)

First level

Second level

Third level
Time

Fourth level

Values
Range: 1-100
Default = 1

Count

Range: 0-100
Default = 4

Execute

No*
Yes

Ping Results

Packet Sent

Range: 0-65535
Default = 0

Packet Received

Range: 0-65535
Default = 0

Percent Lost

Range: 0-100 percent

Default = 0

RTT Min

Range: 0-4096
Default = 0

RTT Max

Range: 0-4096
Default = 0

RTT Average

Range: 0-4096
Default = 0

Ping in Progress

No*
Yes

Refresh

No*
Yes

Link Speed

Auto*
10T Half
10T Full
100TX Half
100TX Full

Troubleshooting menu
To display: At the product control panel, select the Administration menu, and then select the
Troubleshooting menu.

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In the following table, asterisks (*) indicate the factory default setting.
Table 3-12 Troubleshooting menu
First level

Second level

Third level

Fourth level

Values

Event Log

View*

Diagnostic Tests

Control Panel

LEDs

Ready LED
Data LED
Attention LED
Sleep LED
Start Green LED
Start Amber LED

Display

Start

Buttons
Touchscreen
Retrieve Diagnostic Data

Start

Create device data file

Include crash dump files

Create zipped debug

information file

Include crash dump files

Send To Email

Clean up debug
information

Export to USB

Generate Debug Data

Start

Device Maintenance menu

Backup/Restore menu
To display: At the product control panel, select the Device Maintenance menu, and then select the
Backup/Restore menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-13 Backup/Restore menu
First level

Second level

Third level

Values

Backup Data

Enable Scheduled Backups

Backup Time

Enter a time

Days Between Backups

Enter the number of days

Backup Now

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Table 3-13 Backup/Restore menu (continued)

First level

Second level

Third level

Values

All

Restore

Address Book

Details

Export Last Backup

Restore Data

Digital Send
E-mail
Fax
General
Security

Calibrate/Cleaning menu
To display: At the product control panel, select the Device Maintenance menu, and then select the
Calibrate/Cleaning menu.
In the following table, asterisks (*) indicate the factory default setting.
Table 3-14 Calibrate/Cleaning menu
First level

Second level

Clean Rollers
Clean Rollers Settings

Third level

Values

Maintenance history

Reset

Low threshold settings

Clean Rollers

Enter percentage left when

warning will occur

Very Low Settings

Stop
Prompt to continue
Continue

USB Firmware Upgrade menu

To display: At the product control panel, select the Device Maintenance menu, and then select the
USB Firmware Upgrade menu.
Insert a USB storage device with a firmware upgrade bundle into the USB port, and follow the onscreen
instructions.
Service menu
To display: At the product control panel, select the Device Maintenance menu, and then select the
Service menu.

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The Service menu is locked and requires a PIN for access. This menu is intended for use by authorized
service personnel.

Interpret control-panel messages

Control-panel message types
Four types of control-panel messages can indicate the status of or problems with the product.
Message type

Description

Status messages

Status messages reflect the current state of the product. They inform you of normal product operation
and require no interaction to clear them. They change as the state of the product changes. Whenever
the product is ready, not busy, and has no pending warning messages, the status message Ready
appears if the product is online.

Warning messages

Warning messages inform you of data and scan errors. These messages typically alternate with the
Ready or status messages and remain until you touch the OK button. Some warning messages are
clearable. If the Clearable Warnings setting is set to Job on the product Display Settings menu, the
next job clears these messages.

Error messages

Error messages communicate that some action must be performed, such as adding paper or clearing
a jam.
Some error messages are auto-continuable. If the Auto-continue setting is set on the menus, the
product will continue normal operation after an auto-continuable error message appears for 10
seconds.
NOTE: Pressing any button during the 10-second auto-continuable error message overrides the
auto-continue feature, and the button function takes precedence.

Critical-error messages

Critical error messages inform you of a product failure. Some of these messages can be cleared by
turning the product off and then on. These messages are not affected by the Auto-continue setting. If
a critical error persists, service is required.

Control-panel messages
20.00.00 Insufficient memory: <Device> To continue, touch OK
Event log error message
20.00.00
Description
The product does not have enough memory to scan the page.
The product received more data than can fit in the available memory. You might have tried to transfer
too many macros, soft fonts, or complex graphics.
Recommended action
Touch the OK button. Some data might be lost. Reduce the page complexity or add product memory.

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30.01.10 Scanner Failure

Event log error message
31.01.10
Description
The document-feeder fan error has occurred.
Recommended action
Turn the product off and then on again.
30.01.23 Scanner Calibration Failure
Event log error message
30.01.23
Description
The scanner experienced an error during the scanner calibration process.
Recommended action
Turn the product off, then on again.
30.01.36 Upgrade Error Try downloading upgrade again
Event log error message
30.01.36
Description
The product experienced an error during the scanner firmware upgrade.
Recommended action
Turn the product off, then on again.
Resend the scanner firmware upgrade.
If the error persists, replace the scanner control board.
30.01.43 Scan Memory Failure
Event log error message
30.01.43
Description
The product experienced an internal communication error involving the CPB.

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Recommended action
Turn the product off, then on again. If the message remains, turn the product off, remove the formatter,
and then reinstall the formatter.
If the error persists, replace the formatter.
30.01.47 Document Feeder Not Detected
Event log error message
31.01.47
Description
The product failed to detect the document feeder.
Recommended action
Turn the product off and then on again.
30.01.YY Scanner Failure
Description
The product was turned off and then on when the scanner was locked.
Recommended action
Turn the product off, then on again.
31.01.02 Jam in document feeder
Event log error message
31.01.02
Description
Originals are jammed inside the document feeder top cover.
Recommended action
1.

Open the document feeder top cover.

2.

Remove all paper.

3.

Remove the remaining pages from the document feeder input tray.

4.

Close the document feeder top cover.

5.

Place the jammed page on top of any remaining pages, and reinsert them into the document
feeder.

6.

Align the paper guides with both edges on the paper.

7.

Press the Start button to continue.

If the message remains, check the read and exit sensors.

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If the error persists, replace the flatbed scanner and ADF assembly.
31.01.03 Document feeder pick error
Event log error message
31.01.03
Description
This message displays when the document feeder cannot pick up paper.
Recommended action
1.

Open the document feeder top cover.

2.

Remove all paper.

3.

Remove the remaining pages from the document feeder input tray.

4.

Close the document feeder top cover.

5.

Place the jammed page on top of any remaining pages, and reinsert them into the document
feeder.

6.

Align the paper guides with both edges on the paper.

7.

Press the Start button to continue.

If message remains, check the paper guides and clean the rollers and separation pad.
If the error persists, replace pickup roller assembly, separation pad, or flatbed scanner and ADF
assembly.
40.00.01 USB I/O buffer overflow To continue, touch OK
Description
The USB buffer overflowed during a busy state.
Recommended action
Touch the OK button to print the transferred data. Some data might be lost.
Check the host configuration.
40.00.02 Embedded I/O buffer overflow To continue, touch OK
Description
Too much data was sent to the embedded HP Jetdirect print server. An incorrect communications
protocol might be in use.
Recommended action
Touch the OK button to scan the transferred data. Some data might be lost.
Check the host configuration.

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40.00.03 EIO <X> buffer overflow To continue, touch OK

Description
The product displays this message when the EIO card in the indicated slot has overflowed its I/O buffer
during a busy state.
Recommended action
Touch the OK button to continue.
40.00.04 EIO <X> bad transmission To continue, touch OK
Description
The product displays this message when a connection with the card in the indicated slot has been
broken.
Recommended action
Touch the OK button to continue.
40.00.05 Embedded I/O bad transmission To continue, touch OK
Description
The product experienced a temporary scanning error. The connection between the product and the EIO
card in the specified slot has been broken.
Recommended action
Touch the OK button to clear the error message and continue scanning.
49.XX.YY Error To continue turn off then on
Event log error message
49.XX.YY
Description
A firmware error has occurred. This error can be caused by software applications issues, poor-quality
USB or network cables, bad network connections or incorrect configurations, invalid firmware
operations, or unsupported accessories.

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Recommended action
1.

Turn the product off, then on.

2.

If the error returns, 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 a problem with the software application or a problem with the
file you are scanning.

Upgrading the product firmware might help resolve the error. See the product user guide for
more information.

57.10.01 The fan has failed Turn off and contact the administrator
Event log error message
31.01.10
Description
The fan no longer operates.
Recommended action
Replace the fan.
62.00.00 No system To continue turn off then on
Event log error message
62.00.00
Description
The product experienced an internal system failure.
Recommended action
Turn the product off, then on.
If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.
If the firmware upgrade does not resolve the problem, replace the hard disk.
80.0X.YY Embedded JetDirect Error To continue turn off then on
Event log error message
80.0X.YY
Description
The product experienced an embedded HP JetDirect print server critical error.

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Recommended action
Turn the product off, then on.
If the error persists, replace the formatter.
98.00.0X Corrupt data in X volume
Event log error message
98.00.0X
Description
The product has experienced a data corruption in the volume indicated by the error message.

98.00.01 Corrupt data in firmware volume

98.00.02 Corrupt data in solutions volume

98.00.03 Corrupt data in configuration volume

Recommended action

Turn the product off and then on.

Use the Clean Disk item in the Preboot menu.

Reload the firmware.

Cleaning disk <X>% complete Do not power off

Description
A storage device is being sanitized or cleaned.
Recommended action
Do not turn off the product. The product's functions are unavailable. The product will automatically
restart when finished.
Digital send communication error
Description
A digital send job failed and cannot be delivered.
Recommended action
Touch the Hide button to remove this message.
Digital send communication error
Description
A digital send job failed and cannot be delivered. The product was unable to connect to the digital
send software service.

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Recommended action
Verify the digital send software service is running and the devices are on the network. Try to send the
job again.
Disk full Delete stored jobs
Description
The disk is out of space.
Recommended action
Delete stored jobs.
Document feeder bin full
Description
Too many pages are in the document feeder.
Recommended action
Remove excess paper from document feeder output bin.
Document feeder is empty
Description
The document feeder is empty.
Recommended action
Place original in the document feeder and press the Start

Document feeder top cover open

Description
The document feeder jam access cover is open.
Recommended action
Close the cover.
Event log is empty
Description
This message displays when the user has attempted to view an empty event log from the control panel.
Recommended action
Touch the Hide button to remove this message.

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Flatbed cover open

Description
The scanner cover is open.
Recommended action
Close the scanner cover.
Initializing...
Description
The product is starting.
Recommended action
No action is necessary. Wait until the Ready message appears on the display.
Internal disk not found
Description
The product cannot find the hard drive.
Recommended action
Check the hard drive cable connections.
Internal disk not functional
Event log error message
82.0X.YY
Description
The product internal disk is not working correctly
Recommended action
Turn off the product, and then remove and reinstall the hard disk. Turn on the product.
If the error persists, replace the hard drive.
Internal disk not initialized
Description
The internal disk file system must be initialized before it can be used.
Recommended action
Initialize the internal file system.

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Moving solenoid To exit press

Description
The solenoid is moving as part of a component test.
Recommended action
To exit, touch the Stop

button.

Moving solenoid and motor To exit press

Description
The solenoid and a motor are moving as part of a component test.
Recommended action
To exit, touch the Stop

button.

Performing Paper Path Test

Description
The product is performing a paper-path test.
Recommended action
No action is necessary.
Replace Document Feeder Kit
Description
The document feeder kit has been configured to Stop when the supply reaches the very low threshold.
The supply has reached the very low threshold.
Recommended action
Replace the document feeder kit or set the very low setting to Continue.
Unable to cancel firmware update job
Description
The product is upgrading firmware remotely. The process cannot be canceled.
Recommended action
Firmware upgrades cannot be canceled. The product will restart with the upgrade is complete.

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Unable to Install
Description
The product displays this message when one of the following conditions occurs during a firmware
upgrade.

A file I/O error occurs when there is an interruption while reading the firmware upgrade file.

A firmware installation is already in progress, possibly by a remote service application.

A firmware installation is pending.

An internal system failure has occurred while doing firmware upgrades

An unknown error occurs while doing firmware upgrades.

The memory is full when the user is doing firmware upgrades

The firmware upgrade file does not support this product.

The upgrade file is invalid or corrupted while doing firmware upgrades

Recommended action
Refer to the walk-up help for each of these error conditions for specific instructions on resolving the
error.
Unable to install the firmware
Description
The product was unable to install new firmware. This issue can be caused by a variety of reasons:

The firmware upgrade was interrupted.

A firmware upgrade is already in process.

An internal system failure has occurred.

An unknown error has occurred.

The product memory is full.

An firmware upgrade file is not supported.

The firmware upgrade file is invalid or corrupted.

Recommended action
Download the firmware again and reinstall the firmware.
Unsupported USB accessory detected Remove USB accessory
Event log error message
40.00.04

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Description
The USB accessory is not recognized and cannot be used by this product.
Recommended action
Turn off the product, remove the USB accessory, and then turn on the product. To clear this message,
touch the Hide button.
Upgrade complete To continue turn off then on
Description
The firmware upgrade is complete.
Recommended action
Turn the product off and then on.
USB accessory needs too much power Remove USB Accessory and Turn Off then On
Description
Recommended action
Remove the USB accessory, and then restart the product.
Use a USB accessory that uses less power or that contains its own power supply.
USB needs too much power
Description
Power requirements for the USB accessory attached to this product are beyond supported limits.
Recommended action
Detach the accessory, and then turn the product off and then on. Try a similar accessory that has its
own power supply or requires less power.
USB storage accessory removed Clearing any associated data
Description
This message displays for six seconds after removal of the USB storage accessory.
Recommended action
Touch the Hide button to remove this message.

Event log messages

The event log provides a record of the events that have occurred and the scanner page count at which
the event occurred.

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Show an event log

View the event log from the control panel
1.

From the Home screen on the product control panel, touch the Administration button.

2.

Open the following menus:

Troubleshooting

Event Log

Clear the event log

Use the Service menu to clear the event log.
1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Touch the Service button and then log in.

3.

Touch the Clear Event Log button.

Event log message table

Event log message

Description

Comments

30.01.01

Scanner failure

The flatbed scanner cover is open.

30.01.06

Scanner Fan Error, power off/on

Turn the product off and then on.

30.01.08

Scanner Fan Error, power off/on

Scanner home position error

Turn the product off and then on.

30.01.14

Scanner error, power off/on, check SCB

Scanner control board (SCB) error.

Turn the product off and then on.

30.01.15

Scanner Error, power off/on

Scanner cannot be initialized.

Turn the product off and then on.

30.01.18

Scanner Error, power off/on

Turn the product off and then on.

30.01.19

Scanner lamp error, power off/on

Scanner lamp error

Turn the product off and then on.

30.01.36

Upgrade failed, must resend upgrade

SCB upgrade error

Turn the product off and then on.

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30.01.41

Scanner Error, power off/on

Turn the product off and then on.

30.01.42

Scanner error, power off/on, check

cable

Scanner cable is disconnected.

Turn the product off and then on.

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Event log message

Description

Comments

30.01.43

Scan memory failure, check formatter

Memory failure
Replace the formatter.
Turn the product off and then on.

30.01.44

30.01.45

Power off/on, check SCB/CPB

connection

SCB communication error

Scanner Error, power off/on

The event log displays the first and last

characters of the filename and the line
number.

Turn the product off and then on.

Turn the product off and then on.

108

30.01.46

Scanner error, power off/on, check

formatter

Turn the product off and then on.

30.01.48

Scanner error, power off/on

Turn the product off and then on.

30.01.49

Scanner inverter fan error, power off/on

Turn the product off and then on.

30.01.50

Scanner Control Board error, power off/

on

Scanner flash read/write problem

31.00.A1

Scanner error, power off/on, check

formatter.

Check for a control-panel message,

warning log entry, and email alert.

31.00.A2

Document feeder not detected.

Check for a control-panel message,

warning log entry, and email alert.

31.00.A3

Scanner error, power off/on, check

formatter

Check for a control-panel message,

warning log entry, and email alert.

31.01.10

Document feeder fan error, power off/on

Turn the product off and then on.

31.01.47

Document feeder not detected

31.02.E0

Add Link

Top cover interlock switch

31.13.00

Document feeder pick error

Multi-pick error detected.

31.13.01

Original document mispick

No pick.

31.13.02

Original jam at feed sensor

Jam in document feeder.

31.13.03

Document jam at register sensor

Clear jam

31.13.04

Document jam at feed and convey area

Clear jam

31.13.05

Document jam at reverse tray area

Reverse duplex jam

31.13.06

Document jam at eject area

Clear jam

31.13.07

Document jam during switchback

Clear jam

31.13.08

Document jam between duplex tray and

eject

Clear jam

31.13.09

Document jam at feed convey & reverse

area

Clear jam

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Turn the product off and then on.

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ENWW

Event log message

Description

Comments

31.13.10

Document jam at feed convey rev & eject

Clear jam

31.13.11

Document jam at convey reverse area

Clear jam

31.13.12

Document jam at convey eject area

Clear jam

32.08.A1

Boot up after abnormal shutdown

32.08.A2

Normal shutdown

32.08.A3

Normal boot up

32.1C.03

Backup has started

32.1C.06

Backup/restore failed due to

configuration error

The backup or restore job ticket is

invalid.

32.1C.08

Backup/restore file error

There was an error during the read or

write of the backup file.

32.1C.09

Backup/restore product mismatch error

The backup file will not work with the

product.

32.1C.0A

Backup file corrupt, cannot restore

The data in the backup file specified is

corrupt.

32.1C.0B

Backup file/firmware version mismatch

The data in the backup file is not valid

for the current version of firmware.

32.1C.0C

Backup/restore aborted by the user

32.1C.0D

Backup/restore unknown error

32.1C.11

Backup failed. Device busy.

The calibration subsystem backup has

failed.

32.1C.12

Backup failed. Device busy.

The address book subsystem backup has

failed.

32.1C.16

Failed to back up calibration subsystem

Backup was aborted because the

product is busy.

32.1C.17

Failed to back up address book

subsystem

Backup was aborted. Reset is in

progress.

32.1C.18

Copy subsystem backup failed

32.1C.19

Backup/restore unknown error

32.1C.1A

Digital Send subsystem backup failed

32.1C.1B

Print subsystem backup failed

32.1C.1E

Copy subsystem restore failed

32.1C.1F

Fax subsystem restore failed

32.1C.20

Digital Send subsystem restore failed

32.1C.21

Print subsystem restore failed

32.1C.22

Failed to restore calibration subsystem

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Event log message

Description

32.1C.23

Failed to restore address book subsystem

32.1C.24

Restore complete

32.1C.25

Copy subsystem reset failed

32.1C.26

Fax subsystem reset failed

32.1C.27

Digital Send subsystem reset failed

32.1C.28

Print subsystem reset failed

32.1C.2D

Restore failed. Reboot device.

32.1C.2E

Restore failed. Device busy.

32.1C.2F

Reset failure

32.1C.30

Security subsystem restore failed

32.1C.31

Security subsystem backup failed

32.1C.32

General subsystem restore failed

32.1C.33

General subsystem backup failed

32.1C.34

Email subsystem restore failed

32.1C.35

E-mail subsystem backup failed

32.1C.50

Failed to reset general subsystem

32.1C.51

Failed to reset security subsystem

32.1C.52

Failed to reset email subsystem

32.1C.53

Failed to reset calibration subsystem

32.1C.54

Failed to reset address book subsystem

32.1C.55

Reset failed

32.1C.56

Reset failed. Device busy.

32.1C.57

Reset failed. Device busy.

32.1C.58

Reset failed

33.01.01

Recover occurred

33.01.02

Initial save occurred

Data received from SR clients is written

into interconnect PCA NVRAM.

33.01.03

Save/Recover status OK

The save and recover functionality is

now functional.

33.02.01

Used board/disk installed

A used part with data was replaced in

the product.

33.02.02

Save/Recover disabled

The Save Recover Status Error is

disabled.

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Comments

Unknown reset error

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ENWW

Event log message

Description

Comments

33.02.03

Save/Recover disabled

The SR manager backups failed, but the

product continues to function.

40.XX.05

USB storage accessory removed

40.05.XX

Error

40.06.05

USB storage accessory removed

40.07.10

General scanner communication failure

Communication has been lost with the

scanner without a determined reason.

40.80.04

Failed to read value from NVRAM

Cannot read a contract-requested value

from NVRAM. Either the value was not
populated or NVRAM was unreadable.

42.10.01

HPShell: Process HPShell failed

unexpectedly

42.10.02

HPShell: Process FirstBootAgent failed

unexpectedly

42.10.03

HPShell: Process InstallationManager

failed unexpectedly

42.10.04

HPShell: Process PartitionManager failed

unexpectedly

42.10.05

HPShell: Process UsemServices failed

unexpectedly

42.10.06

HPShell: Process SystemManager failed

unexpectedly

42.10.07

HPShell: Process PdlPrint failed

unexpectedly

42.11.01

SystemManager: Config File Unknown

42.11.02

SystemManager: Config File Does Not

Exist

42.11.03

SystemManger: Invalid Configuration

42.11.04

SystemManager: Circular Process

Dependency

42.11.05

SystemManager: IPC Server Failed to

Start

42.11.06

SystemManager: Error Launching

Processes

42.11.07

SystemManager: Process or Service

Exited Unexpectedly

42.12.01

ComponentManager: Config File

Unknown

42.12.02

ComponentManager: Config File Does

Not Exist

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Event log message

Description

42.12.03

ComponentManager: Invalid
Configuration

42.12.04

ComponentManager: Error Loading or

Transitioning Component

42.13.01

Environment: Configuration Not Detected

(upgrade FW)

42.13.02

Environment: Configuration Error

(upgrade FW)

42.23.01

ENGCOM unknown config from engine

42.23.02

ENGCOM configuration changed

42.33.01

SystemTime: Could Not Connect to Time

Server

42.33.02

SystemTime: Communication Failure with

Time Server

42.33.03

SystemTime: Time Server not Found

42.33.05

SystemTime: Could Not Determine Time

Setting

42.34.01

EventLog: Corrupted Error Log File,

(previous logs lost)

42.34.02

EventLog: Corrupted Warning Log File,

(previous logs lost)

42.34.03

EventLog: Corrupted Info Log File,

(previous logs lost)

42.34.04

EventLog: Corrupted Custom Log File,

(previous logs lost)

42.34.05

EventLog: Corrupted Error Log Histogram

File, (previous logs lost)

42.34.06

EventLog: Corrupted Warning Log

Histogram File, (previous logs lost)

42.34.07

EventLog: Corrupted Info Log Histogram

File, (previous logs lost)

42.34.08

EventLog: Corrupted Custom Log

Histogram File, (previous logs lost)

42.34.09

Corrupt pre-boot event log, data has

been lost

42.38.02

Control panel firmware error

42.40.02

DataModel: Catalog Not Available

Chapter 3 Solve problems

Comments

Could not load data model catalog.

Missing a file that should have been
deployed with the firmware.

ENWW

ENWW

Event log message

Description

Comments

42.40.04

Data migration failed during firmware

upgrade

Fatal error occurred while transforming

the data from a prior version of firmware
to the current version of firmware during
a firmware upgrade. The transformation
has to happen on each firmware
upgrade.

42.A0.01

Open eXtensibility Platform for Devices

(OXPd) Error and Event Log

42.B0.01

Missing String ID

42.B0.02

Missing image ID

42.B0.03

Temporary string ID

44.00.00

Find servers invalid DNS Configuration

44.01.00

General Address Book services error

A general failure occurred in the

address book services component.

44.01.01

Address Book invalid argument error

An invalid argument was passed to the

address book services component.

44.01.02

Address Book invalid operation error

An invalid operation occurred during

execution of an address book services
command.

44.01.03

Address Book duplicate entry error

An attempt was made to add an entry

that already exists in an address book.

44.01.04

Address Book invalid data error

An attempt was made to add an entry

that contained invalid data.

44.01.05

Address Book out of memory error

The database detected an out of

memory condition during execution of
an address book command.

44.01.06

Address Book disk full error

The database detected a disk full

condition during execution of an
address book command.

44.01.07

Address Book insufficient resources error

The database has insufficient resources

to complete the execution of an address
book command.

44.01.08

Address Book import failure

44.01.09

Address Book export failure

44.01.0A

Address Book clear failure

44.01.0B

Address Book import failure

The digital send speed dial import

failed.

44.01.0C

Address Book export failure

The digital send speed dial export

failed.

44.01.0D

Address Book clear failure

The attempt to clear the speed dials

failed.

Tools for troubleshooting

113

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Event log message

Description

44.01.0E

Unexpected LDAP/Address Book Error

44.01.0F

LDAP/AB server is invalid or

unreachable

44.01.10

LDAP/Address Book invalid credentials

44.01.11

Invalid LDAP search root-null return

44.01.12

LDAP Address Book invalid sign in

method

The LDAP authentication method is not

supported.

44.01.13

LDAP server refused operation

LDAP operations error

44.01.14

LDAP/Address Book connection failure

44.01.15

LDAP timed out, svr reply taking too long

44.01.16

LDAP/Address Book client timeout

44.01.17

Address Book import success

44.01.18

Address Book export success

44.01.19

Address Book clear success

44.01.1A

Address Book import success

44.01.1B

Address Book export success

44.01.1C

Address Book clear success

44.01.1D

Email/Fax Address Book import success

Import of a comma separated values

(CSV) file to the email/fax address book
has succeeded.

44.01.1E

Email/Fax Address Book import failure

Import of a comma separated values

(CSV) file to the email/fax address book
has failed.

44.01.1F

Email/Fax Address Book import cancel

Import of a comma separated values

(CSV) file to the email/fax address book
has been cancelled.

44.01.20

Fax Speed Dial Address Book import

success

Import of a comma separated values

(CSV) file to the fax speed dial address
book has succeeded.

44.01.21

Fax Speed Dial Address Book import

failure

Import of a comma separated values

(CSV) file to the fax speed dial address
book has failed.

44.01.22

Fax Speed Dial Address Book import

cancel

Import of a comma separated values

(CSV) file to the fax speed dial address
book has been cancelled.

44.01.23

Email/Fax Address Book export success

Export of the email/fax address book to

a comma separated values (CSV) file
has succeeded.

Chapter 3 Solve problems

Comments

LDAP time limit exceeded

ENWW

ENWW

Event log message

Description

Comments

44.01.24

Email/Fax Address Book export failure

Export of the email/fax address book to

a comma separated values (CSV) file
has failed.

44.01.25

Email/Fax Address Book export cancel

Export of the email/fax address book to

a comma separated values (CSV) file
has been cancelled.

44.01.26

Fax Speed Dial Address Book export

success

Export of the fax speed dial address

book to a comma separated values
(CSV) file has succeeded.

44.01.27

Fax Speed Dial Address Book export

failure

Export of the fax speed dial address

book to a comma separated values
(CSV) file has failed.

44.01.28

Fax Speed Dial Address Book export

cancel

Export of the fax speed dial address

book to a comma separated values
(CSV) file has been cancelled.

44.01.29

Email/Fax Address Book clear success

44.01.2A

Email/Fax Address Book clear failure

44.01.2B

Email/Fax Address Book clear cancel

44.01.2C

Fax Speed Dial Address Book clear

success

44.01.2D

Fax Speed Dial Address Book clear

failure

44.01.2E

Fax Speed Dial Address Book clear

cancel

44.01.2F

Address Book timeout error

44.01.30

Email/Fax address book is full

44.01.31

Fax speed dial address book full

44.02.00

Sign in to get Personal Contacts failed

44.02.01

Personal Contact data not found on

server

Server name for personal address book

not found.

44.02.02

Personal Contact proxy address not

found

Server name for personal address book

not found.

44.02.03

PAB error while retrieving contacts

Proxy address not found.

44.02.04

No Personal Contacts Found

No user contacts found in personal

address book.

44.02.05

Unknown Personal Contacts retrieval

error

44.02.06

Mailbox server connection failed

DiA timeout has occurred during

execution of an address book method.

Tools for troubleshooting

115

116

Event log message

Description

Comments

44.03.00

Digital Send job state machine error

An unexpected state transition has

occurred. This indicates a defect in the
base digital send job code.

44.03.01

Digital Send job queue operation error

The job was unable to perform a

necessary pipeline-queue operation.

44.03.02

Digital Send job invalid argument error

An invalid argument was provided to the

job, either in the job-ticket or through a
method call.

44.03.04

Digital Send scanner error

44.03.05

Digital Send image processing error

44.03.06

Digital Send image processing error

44.03.07

Digital Send OCR error

The job encountered an error during the

OCR filter processing phase of its
execution and was unable to complete.

44.03.08

Digital Send metadata error

The job encountered an error during the

metadata filter processing phase of its
execution and was unable to complete.

44.03.09

Digital Send job retry attempt

The job is performing a recovery attempt

due to an unexpected termination during
the previous delivery

44.03.0B

All pages blank

Blank pages filtering was selected but all

of the scanned pages are blank.

44.04.00

Digital Send job state machine error

An unexpected state transition has

occurred. This indicates a defect in the
email job code.

44.04.01

Digital Send job queue operation error

The job was unable to perform a

necessary pipeline-queue operation.

44.04.02

Digital Send job invalid argument error

An invalid argument was provided to the

job, either in the job ticket or through a
method call.

44.04.05

Digital Send job maximum retries

attempted

An email job failed due to maximum

retry attempts.

44.04.06

Digital Send job retry attempt

44.04.08

Digital Send job information event

44.05.00

Digital Send job state machine error

An unexpected state transition has

occurred. This indicates a defect in the
folder job code.

44.05.01

Digital Send job queue operation error

The job was unable to perform a

necessary pipeline-queue operation.

Chapter 3 Solve problems

The job encountered an error during the

send filter processing phase of its
execution and was unable to complete.

ENWW

ENWW

Event log message

Description

Comments

44.05.02

Digital Send job invalid argument error

An invalid argument was provided to the

job, either in the job ticket or through a
method call.

44.05.04

Digital Send job maximum retries

attempted

The job failed because it reached the

maximum retry attempts.

44.05.05

Digital Send job retry attempt

44.07.03

Digital Send remote printer process error

44.10.00

General send to e-mail error

44.10.01

SMTP protocol error

An SMTP protocol error was

encountered while trying to deliver an
email job.

44.10.02

SMTP authentication error

An error occurred authenticating a user

to the configured SMTP server.

44.10.03

SMTP server not configured

The email device was instructed to

deliver an email yet there was neither a
configured SMTP server to use nor an
SMTP server identified in the ticket.

44.10.04

General send to e-mail error

An SMTP error was encountered while

trying to deliver an email job.

44.10.05

SMTP server unavailable

44.10.06

No cert available, power cycle device

44.10.07

The certificate for signing is invalid

44.10.08

The scanned file is too large to encrypt

44.10.09

Unknown encryption error

44.11.01

Invalid FTP device send attachment

44.11.02

FTP send destination unspecified

The destination configuration is

unsupported or no destinations were
found in the resource ticket.

44.11.03

Invalid FTP destination credentials

Credentials associated with destination

were found to be invalid or missing.

44.11.04

Invalid FTP destination server or path

Unable to connect to the supported

destination type.

44.11.05

Error writing single multi-page image file

Write (copy) of the multi-page image file

failed.

44.11.06

Error writing multi (file-per-page) image

Write of a image page file belonging to

a multi-page image file set failed.

44.11.07

Insufficient disk space on FTP server

44.11.08

Error processing FTP send attachments

Encountered an unexpected processing

error of an attachment se to be sent to
the FTP destination server.

Tools for troubleshooting

117

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Event log message

Description

Comments

44.11.FF

Unexpected FTP device resource error

Unexpected error occurred in the FTP

device resource device code.

44.12.01

Invalid folder share attachment

The attachment pulled of the queue is

incorrect.

44.12.02

Folder share not detected or is unknown

Destination configuration is unsupported

or no destinations were found in the
resource ticket.

44.12.03

Invalid folder share credentials

Credentials associated with destination

were found to be invalid or missing.

44.12.04

Invalid folder destination server or path

Unable to connect to the supported

destination type.

44.12.05

Error writing multi-page image file

Write (copy) of the multi-page image file

failed.

44.12.06

Multi-page, multi-file image write error

Write (copy) of a image page file

belonging to a multi-page image file set
failed.

44.12.07

Insufficient disk space on folder share

44.12.08

Error processing folder share attachments

Encountered an unexpected processing

error of an attachment set to be sent to
destination folder share.

44.12.FF

Unexpected folder share error

Unexpected error occurred in folder

share resource device code.

44.13.00

Searchable PDF file type error

An error occurred while trying to

generate a searchable PDF.

44.13.01

RTF file type error

An error occurred while trying to

generate a RTF file.

44.13.02

Text file type error

An error occurred while trying to

generate a text file.

44.13.03

CSV file type error

An error occurred while trying to

generate a CSV file type.

44.13.04

HTML file type error

An error occurred while trying to

generate a Html file type.

44.13.05

XML file type error

n error occurred while trying to generate

a XML file type.

44.13.06

XPS file type error

An error occurred while trying to

generate an XPS file type.

44.13.07

PDF file type error

An error occurred while trying to

generate a PDF file type.

44.14.00

General send to remote printer error

General error for remote printer device.

44.14.01

Invalid printer destination

Invalid printer exception.

44.14.02

General send to remote printer error

Out of Memory Exception.

Chapter 3 Solve problems

ENWW

ENWW

Event log message

Description

Comments

44.14.03

General send to remote printer error

File not found exception.

44.20.01

Exception while communicating with

remote service

44.34.03

Fax Modem Failure

The fax result modem failed.

44.34.E5

Not able to set fax modem variable

The firmware failed to set a variable on

the modem.

44.90.00

Digital Send job state machine error

An unexpected state-transition has

occurred. This indicates a defect in the
Internet fax job code.

44.90.01

Digital Send job queue operation error

The job was unable to perform a

necessary pipeline-queue operation.

44.90.02

Digital Send job invalid argument error

An invalid argument was provided to the

job, either in the job ticket or through a
method call.

44.90.03

Digital Send email processing error

Internet fax job error occurred during

email device processing.

44.90.04

Digital Send job maximum retries

attempted

Internet fax job failed due to maximum

retry attempts.

44.90.07

Internet Fax configuration error

Failure of the Internet fax job due to a

configuration error.

44.90.08

SMTP server access error

Error accessing SMTP server to send

email to the Internet fax provider.

44.90.09

Internet fax domain access error

Error in accessing the Internet fax

provider domain.

44.91.00

Digital Send job state machine error

An unexpected state-transition has

occurred. This indicates a defect in the
LAN fax job code.

44.91.01

Digital Send job queue operation error

The job was unable to perform a

necessary pipeline-queue operation.

44.91.02

Digital Send job invalid argument error

LAN fax job invalid argument error. An

invalid argument was provided to the
job, either in the job-ticket or through a
method call.

44.91.03

Digital Send folder processing error

LAN fax job error during folder device

processing.

44.91.04

Digital Send job maximum retries

attempted

LAN fax job failed due to maximum

retry attempts.

44.91.07

Fax server access failure

Fax server access failure while trying to

deliver a LAN fax job.

44.91.08

LAN fax configuration error

Cannot deliver a LAN Fax job due to a

configuration error.

Tools for troubleshooting

119

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Event log message

Description

Comments

44.91.09

LAN fax server notification error

Error in retrieving status of LAN fax job

from the server.

44.91.0A

LAN fax job notification error

Error in setting up a notification job on

LAN fax completion.

44.92.00

Analog fax state machine error

An unexpected state-transition has

occurred.

44.92.02

Invalid argument error

Invalid argument provided to the job,

either in the job ticket or through a
method call.

44.92.04

Scan device error

Error during the scan device processing

phase of job execution. Unable to
complete.

44.92.05

Gdi filter error

Error during the Gdi Filter processing

phase of job execution and was unable
to complete.

44.92.06

Send fax filter error

Error during the SendFax Filter

processing phase of job execution and
was unable to complete.

44.92.09

Job recovery attempt

The job is performing a recovery attempt

due to an unexpected termination during
the previous delivery.

44.92.0D

OCSP validation certificate missing

Digital send error indicates all pages in

the job are blank.

44.A0.01

All pages in the fax job are blank

A certificate is not installed on the

device.

44.A0.02

Domain Controller certificate is revoked

for subject

A certificate is installed on the device,

but it is no longer valid.

44.A0.03

No valid CRL found for Domain

Controller

No valid CRL found for domain

controller.

44.A0.04

Cannot connect to the domain server

The domain controller server hostname

was not entered correctly or is not a
valid hostname.

44.A0.05

Domain not recognized

The domain configured on the device is

invalid.

44.A0.06

The CRL has expired

The specified CRL is no longer valid.

44.A0.07

Device-domain server date-time mismatch

The product clock is offset more than five

minutes from the domain controller
server.

44.A0.08

Kerberos code

Error code reported by dependency

module failure.

44.A0.09

Issuer not found for Domain Controller

certificate for issuer with subject

The issuer certificate of the domain

controller certificate is not installed on
the device.

Chapter 3 Solve problems

ENWW

ENWW

Event log message

Description

Comments

44.A0.0A

Domain Controller certificate is revoked

for subject

The domain controller certificate has

been revoked.

44.A0.0B

DC issuer certificate has expired for

issuer subject

The issuer certificate of the domain

controller certificate is installed on the
device, but it is no longer valid.

44.A0.0C

OCSP responder failure

The OCSP responder has been

incorrectly configured or there has been
an error.

44.A0.0D

Unable to contact OCSP server

The OCSP responder is off or not

reachable.

44.A0.0E

User certificate has expired

The user is trying to authenticate with an

invalid user certificate.

44.A0.0F

DC certificate validity status is unknown

for subject

The OCSP responder returned an

unknown status for the domain controller
certificate.

44.A0.10

Kerberos server cannot verify user

certificate

The user is trying to authenticate with an

invalid user certificate.

44.A0.11

OCSP failed; invalid OCSP URL value

44.A0.12

Cannot decode CDP extension or unable

to get CRL from CDP

98.00.00

Partition manager unexpected exception

98.00.01

Corrupt data in firmware volume

98.00.02

Corrupt data in solutions volume

98.00.03

Corrupt data in configuration volume

98.00.04

Corrupt data in job data volume

98.00.05

Failed to mount pre-boot partition

98.00.06

Pre-boot mount warning

98.00.07

File systems are dirty

98.00.08

Secondary disk not found in NVRAM

98.00.09

Secondary disk not found in OS

98.00.0A

Partition not found

98.00.0B

Volume not found or Set Mount Point

failed

98.00.0C

Failed to mount partition

98.00.0D

Ram Disk shrink attempt failed

98.01.00

Create extended partition failed

98.01.01

Failed to format secondary disk

CRL was not obtained because of a

decoding error or it was unavailable.

Tools for troubleshooting

121

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Event log message

Description

98.01.02

Unable to format partition

98.02.00

Unable to wipe partition

98.02.01

Drive not found

98.03.00

Partition scan threw exception

98.03.01

Partition scan not found

98.03.10

Corrupt data in firmware volume

98.03.11

Corrupt data in configuration volume

98.03.12

Corrupt data in job data volume

98.03.13

Corrupt data in solutions volume

98.03.14

Corrupt data in configuration volume

98.03.15

Corrupt data in configuration volume

98.03.16

Corrupt data in job data volume

98.03.17

Corrupt data in job data volume

98.03.20

Corrupt data in firmware volume

98.03.21

Corrupt data in configuration volume

98.03.22

Corrupt data in job data volume

98.03.23

Corrupt data in solutions volume

98.03.24

Corrupt data in configuration volume

98.03.25

Corrupt data in configuration volume

98.03.26

Corrupt data in job data volume

98.03.27

Corrupt data in job data volume

98.04.00

Data migrated to secondary disk

98.04.01

Data migrated to internal disk

98.04.02

Data migrated to ram disk

98.04.03

Exception while erasing partition

98.04.04

Failed to migrate data

98.04.05

The original drive was not found.

98.04.06

New drive not found

99.00.00

Firmware Install Error

99.00.01

Firmware download successful

Chapter 3 Solve problems

Comments

A corrupted file was received. Do not

replace hardware.

ENWW

ENWW

Event log message

Description

Comments

99.00.02

Upgrade not performed, timeout during

receive

I/O error encountered when reading the

header number and size. Error indicates
a problem with the network environment,
not the product. Do not replace
hardware.

99.00.03

Upgrade not performed, error writing to

disk

Check the connection to the hard disk or

replace it.

99.00.04

Upgrade not performed, timeout during

receive

I/O error encountered when reading the

header.

99.00.05

Upgrade not performed, timeout during

receive

99.00.06

Upgrade not performed, error reading

upgrade

Error encountered when reading the

header number and size.

99.00.07

Upgrade not performed, error reading

upgrade

Error encountered when reading the

header.

99.00.08

Upgrade not performed, error reading

upgrade

Unexpected error when reading image

data.

99.00.09

Upgrade canceled by user

99.00.10

An error occurred accessing the

repository

99.00.11

Upgrade not performed, the file is

invalid

Upgrade canceled by user. Job

canceled when reading rest of header.

99.00.12

Upgrade not performed, the file is

invalid

Header size does not match version

size. This indicates an invalid firmware
installation manager (FIM) file. No
hardware components should be
replaced.

99.00.13

Upgrade not performed, the file is

invalid

Header size does not match version

size.

99.00.14

Upgrade not performed, the file is

invalid

Header size is too small.

99.00.15

Upgrade not performed, FIM error

Error occurred during call to erase

media.

99.00.16

Upgrade not performed, FIM error

Upgrade not performed, FIM error

Previous JDI short stack upgrade error
prevents upgrade of JDI. Indicates the
JDI SS did not upgrade because the JDI
upgrade failed. Logged more as a status
event than an error condition.

99.00.17

Upgrade failed, must resend upgrade

Upgrade not performed, FIM error.

99.00.18

Upgrade not performed, FIM error

Tools for troubleshooting

123

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Event log message

Description

Comments

99.00.19

Upgrade failed, must resend upgrade

Upgrade error occurred when getting

image buffer with FIM image. This
indicates that there was a network
timeout or the product received an
unexpected end-of-file message before
receiving the full FIM image.

99.00.20

Error during preboot Installation

Manager

Error during pre-boot installation

manager

99.00.21

Upgrade failed, must resend upgrade

99.00.22

Upgrade failed, must resend upgrade

99.00.23

Upgrade not performed, the file is

invalid

99.00.24

Upgrade not performed, FIM error

99.00.25

Upgrade skipped, matching versions

99.00.26

Firmware Install Error

99.00.27

Firmware Install Error

99.00.28

Bad FIM signature was accepted

99.01.00

Firmware Install Error

99.01.10

Firmware Install Error

99.01.20

Firmware Install Error

99.02.00

Firmware Install Error

99.02.01

A successful firmware installation

occurred

99.02.10

Firmware Install Error

99.02.20

Firmware Install Error

99.02.21

Firmware Install Error

99.03.00

Firmware Install Error

99.03.10

Firmware Install Error

99.04.00

Firmware Install Error

99.04.10

Firmware Install Error

99.04.20

Firmware Install Error

99.04.21

Firmware Install Error

99.04.22

Firmware Install Error

99.04.30

Firmware Install Error

Package path not found.

99.04.31

Firmware Install Error

Package header is null.

Chapter 3 Solve problems

Signature was bad but accepted

anyway.

ENWW

ENWW

Event log message

Description

Comments

99.04.32

Firmware Install Error

Package path did not contain expected

engine out file.

99.04.33

Firmware Install Error

Package engine out file did not exist.

99.04.34

Firmware Install Error

Invalid type request to EngineDriverAPI.

99.04.40

Firmware Install Error

Type is not a valid supported type.

99.04.41

Firmware Install Error

Revision input format invalid

99.04.42

Firmware Install Error

99.04.43

Firmware Install Error

Engine variant is out of range.

99.04.44

Firmware Install Error

CPU ID is out of range.

99.04.45

Firmware Install Error

Device ID is out of range.

99.04.46

Firmware Install Error

Revision code is out of range.

99.04.47

Firmware Install Error

99.04.48

Firmware Install Error

Revision has invalid digit or unexpected

number.

99.04.50

Firmware Install Error

Low-level engine driver open failed.

99.04.51

Firmware Install Error

Low-level engine driver close failed.

99.04.52

Firmware Install Error

99.04.53

Firmware Install Error

99.04.54

Firmware Install Error

99.04.55

Firmware Install Error

99.04.56

Firmware Install Error

99.04.57

Firmware Install Error

99.04.58

Firmware Install Error

99.04.59

Firmware Install Error

99.04.60

Firmware Install Error

99.04.61

Firmware Install Error

Engine boots in RFU mode.

99.04.62

Firmware Install Error

Data decoding error

99.04.63

Firmware Install Error

99.04.64

Firmware Install Error

99.04.65

Firmware Install Error

99.04.66

Firmware Install Error

99.04.67

Firmware Install Error

99.04.68

Firmware Install Error

Tools for troubleshooting

125

126

Event log message

Description

Comments

99.04.7C

Firmware Install Error

Masking ROM detected (warning log

only).

99.04.7D

Firmware Install Error

Masking ROM cannot be for firmware

upgrade.

99.04.7E

Firmware Install Error

Invalid configuration detected (warning

log only).

99.04.7F

Firmware Install Error

Invalid configuration for firmware

upgrade.

99.05.00

Firmware Install Error

99.05.10

Firmware Install Error

99.05.20

Firmware Install Error

99.05.30

Firmware Install Error

Package path was not found.

99.05.31

Firmware Install Error

Package header is null.

99.05.32

Firmware Install Error

Package path did not contain expected

engine out file.

99.05.33

Firmware Install Error

Package engine out file did not exist.

99.05.34

Firmware Install Error

Invalid type request to EngineDriverAPI.

99.05.35

Firmware Install Error

NVRAM.csv file and SR73 engine

number codes do not match. Invalid
package for this engine.

99.05.36

Firmware Install Error

Different version codes on two engine

package files that are for the same
variant, CPU ID, or device ID for the
product were detected.

99.05.40

Firmware Install Error

Type is not a valid.

99.05.41

Firmware Install Error

Revision input format is invalid.

99.05.42

Firmware Install Error

Engine ID is out of range.

99.05.43

Firmware Install Error

Engine variant is out of range.

99.05.44

Firmware Install Error

CPU ID is out of range.

99.05.45

Firmware Install Error

Device ID is out of range.

99.05.46

Firmware Install Error

99.05.47

Firmware Install Error

99.05.48

Firmware Install Error

Revision has an invalid digit or

unexpected number.

99.05.49

Firmware Install Error

Mismatched engine ID: invalid package

for this engine

99.05.4A

Firmware Install Error

Incompatible engine driver header

revision (Warning Log only)

Chapter 3 Solve problems

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ENWW

Event log message

Description

Comments

99.05.50

Firmware Install Error

Low-level engine driver failed to open.

99.05.51

Firmware Install Error

Low-level engine driver failed to close.

99.05.52

Firmware Install Error

99.05.53

Firmware Install Error

99.05.54

Firmware Install Error

99.05.55

Firmware Install Error

99.05.56

Firmware Install Error

99.05.57

Firmware Install Error

99.05.58

Firmware Install Error

99.05.59

Firmware Install Error

99.05.5A

Firmware Install Error

99.05.60

Firmware Install Error

99.05.61

Firmware Install Error

99.05.62

Firmware Install Error

99.05.63

Firmware Install Error

99.05.64

Firmware Install Error

Illegal file format

99.05.65

Firmware Install Error

Illegal transfer

99.05.66

Firmware Install Error

RFU mode not set. RFU mode failed.

99.05.67

Firmware Install Error

Erase Flash ROM request not set. RFU

mode failed.

99.05.68

Firmware Install Error

Erase Flash ROM request not cleared.

RFU mode failed.

99.05.69

Firmware Install Error

99.05.7C

Firmware Install Error

Masking ROM detected and no upgrade

is needed.

99.05.7D

Firmware Install Error

Masking ROM detected and an upgrade

is needed. Cannot start.

99.05.7E

Firmware Install Error

The configuration for the firmware

upgrade or downgrade is invalid. No
upgrade is needed.

99.05.7F

Firmware Install Error

The configuration for the firmware

upgrade is invalid. The product cannot
start.

99.05.80

Firmware Install Error

99.05.81

Firmware Install Error

99.05.82

Firmware Install Error

Tools for troubleshooting

127

128

Event log message

Description

99.05.83

Firmware Install Error

99.05.84

Firmware Install Error

99.05.85

Firmware Install Error

99.05.86

Firmware Install Error

99.05.87

Firmware Install Error

99.05.88

Firmware Install Error

99.06.00

Firmware Install Error

99.06.10

Firmware Install Error

99.06.20

Firmware Install Error

99.06.21

Firmware Install Error

99.07.00

Firmware Install Error

99.07.10

Firmware Install Error

99.07.20

Firmware Install Error

99.07.21

Firmware Install Error

99.09.00

Firmware Install Error

99.09.60

Unsupported disk

Remove the disk to continue startup.

99.09.61

Unlocked disk

Remove or lock the disk to continue.

99.09.62

Unknown disk

Secure disk locked to another device,

remove or erase and unlock to continue

99.09.63

Missing disk

Replace the disk, clear the password,

and clear the disk-in-use setting to
continue.

99.09.64

Disk broken

Replace the disk to continue.

99.09.65

Disk data error

Disk data error, erase the disk to clear.

99.09.66

No disk installed

Missing boot disk, check the disk.

99.09.67

Disk data error

Upgrade firmware.

99.0A.00

Firmware Install Error

99.0B.00

Firmware Install Error

99.0C.00

Firmware Install Error

99.0C.01

Successful solution install

A solution bundle was downloaded

successfully.

99.0C.02

Successful solution uninstall

A solution bundle was removed from the

disk successfully.

99.0C.03

Solution revision already installed

The downloaded solution bundle

already exists on the disk.

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Comments

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Event log message

Description

Comments

99.0F.01

FIM failed: Another FIM already in

progress

The user tried to perform more than one

installation in parallel. This is not
supported.

99.0F.02

FIM installation successful: solution

bundle

A solution bundle was successfully

installed.

99.0F.03

Firmware upgrade over the print path

disabled

Port 9100 is available for the attempted

installation, which resulted in a failure.

99.0F.04

Manufacturer config bundle signature

valid

A signature is valid.

99.0F.05

Manufacturer config bundle signature

invalid

A signature is invalid.

99.0F.06

Config bundle signature valid

A signature is invalid.

99.0F.07

Config bundle signature invalid

A signature is invalid.

99.19.60

Unsupported disk

Unsupported secondary disk, remove to

continue booting

99.19.61

Unlocked disk

Remove or lock to continue.

99.19.62

Unknown disk

The secondary disk is locked to another

product, remove or erase and unlock to
continue.

99.19.63

Missing disk

Clear the password; clear secondary

disk-in-use setting to continue.

99.19.64

Disk broken

Replace the secondary disk.

99.19.65

Disk data error

Erase the secondary disk to clear.

99.19.66

No disk installed

The secondary disk is missing.

99.19.67

Disk data error

The secondary disk cannot start up.

Update firmware.

99.29.60

Unsupported disk

Remove the external disk to continue

startup.

99.29.61

Unlocked disk

Unlock the external disk.

99.29.62

Unknown disk

The external disk that is locked to

another product, remove or erase, and
unlock to continue.

99.29.63

Missing disk

Replace the external disk, clear the

password, and clear the external disk-inuse setting to continue.

99.29.64

Disk broken

Replace the external disk.

99.29.65

Disk data error

Erase the external disk to clear.

99.29.66

No disk installed

Check the external disk.

99.29.67

Disk data error

The external disk cannot be turned on.

Update firmware.

Tools for troubleshooting

129

Clear jams
Clear jams from the paper path
To clear a paper jam:
1.

Open the automatic document feeder (ADF) hatch.

2.

Remove the originals or any obstructions from the paper path.

TIP: Use the green thumb wheel on the left side of the open hatch to manually advance originals
through the paper path.

130

3.

Remove the ADF duplex background, remove any debris, and then slide the component back into
its housing until it clicks into place.

4.

Close the ADF hatch until it snaps into place.

5.

Reload the unscanned originals in the document feeder.

6.

Resume scanning.

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If you experience repeated jams:

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Ensure that the hatch door is fully closed

Check that all necessary maintenance has been performed

Clean the ADF rollers and separation pad

Replace ADF rollers and separation pad

Replace the flatbed scanner and ADF assembly

Clear jams

131

Solve paper-handling problems

Paper jamming, skewing, misfeeds, or multiple-page feeds

Check that all rollers are in place and that the roller doors and automatic document feeder (ADF)
hatch are closed.

If the pages look skewed as they feed into the paper path, check the resulting scanned images in
the software to ensure that they are not skewed.

The pages might not be placed correctly. Straighten the pages and adjust the paper guides to
center the stack.

The paper guides must be touching the sides of the paper stack to work properly. Please ensure
that the paper stack is straight and the guides are against the paper stack.

The document feeder or output tray might contain more than the maximum number of pages. Load
fewer pages in the document feeder, and remove pages from the output tray.

Verify that there are no pieces of paper, staples, paper clips, or other debris in the paper path.

Clean the paper path to help reduce misfeeds. If misfeeds still occur, clean the rollers. If misfeeds
still occur, replace the rollers.

Paper does not feed from the product

Reload the pages into the document feeder, ensuring that they make contact with the rollers.
The automatic document feeder (ADF) hatch might not be securely latched. Open the ADF hatch and
then close it by pressing firmly. The message If document feeder roller cleaning is complete,
clear message displays on the control panel. Touch Cancel to clear the message.
A problem with the product hardware might exist. Follow this procedure to test the product:

132

1.

Ensure that the power supply is securely connected between the product and a live electrical outlet
or surge protector. Check that the green LED on the power supply case is on to verify that the
power supply is functional.

2.

If the power supply is connected to a surge protector, ensure that the surge protector is plugged
into an outlet and turned on.

3.

Press and hold the power button for 10 seconds to turn off the product, and then disconnect the
power cable.

4.

Wait 30 seconds.

5.

Reconnect the power cable to the product, and then press the Power button.

6.

Try to rescan.

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Originals are curling up in the document output tray

Under dry conditions, lightweight originals such as those printed on carbonless copy paper may curl in
the output tray. To minimize curl, flatten curled edges on the originals before placing them in the
document feeder. If you cannot flatten curled edges, make sure the curled edges are facing down when
you place the originals in the document feeder.

The bottom of the scanned image is cut off

By default, the scanning software can scan media that is up to 356 mm (14 in) long. For longer pages,
the end of the document is not included in the scanned image.

The scanned images have streaks or scratches

After each step, try another scan to see if the streaks or scratches are still apparent. If so, then try the
next step. For information on cleaning the product, see the Care and maintenance section of the
product user guide.

Check that the originals are clean and unwrinkled.

Clean the scanning strip, which is to the left of the scanning glass.

Clean the rollers manually.

An item loaded in the document input tray jams repeatedly

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The item might not meet the guidelines for acceptable originals.

The item might have something on it, such as staples or self-stick notes on the original that must be
removed.

Make sure the paper guides touch the edges of the original.

Solve paper-handling problems

133

The product has stopped working correctly

If the product stops scanning, follow these steps. After each step, start a scan to see if the product is
working. If the problem persists, proceed with the next step.
1.

A cable might be loose. Ensure that the Ethernet, power supply, and power cables are properly
connected.

2.

Ensure that the product is receiving power.

3.

134

a.

Check that the green LED on the power supply case is on.

b.

If the green LED is not on, ensure that power is available to the power outlet or surge
protector that the power supply cable is plugged into, and that the power cable is securely
connected to the power supply and the product.

c.

If power is available to the power outlet or surge protector but the green LED is still not on,
the power supply might be defective. See www.hp.com/support for assistance.

Press and hold the power button for 10 seconds to turn off the product, wait 30 seconds, and then
touch the Power button again to turn on the product.

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Clean the product

Clean the touchscreen
Clean the touch screen whenever it is necessary to remove fingerprints or dust. Wipe the touch screen
gently with a clean, water-dampened, lint-free cloth.
CAUTION: Use water only. Solvents or cleaners can damage the touch screen. Do not pour or spray
water directly onto the touch screen.

Clean the scanning glass, scanning strip, and automatic document

feeder (ADF) duplex background
The scanning glass, scanning strip, and ADF duplex background should be cleaned periodically or any
time a scanned image has streaks.
To clean these components, follow these steps:

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1.

Press and hold the power button for 10 seconds to turn off the product, and then disconnect the
power cable.

2.

Open the scanning lid.

Clean the product

135

3.

Clean the scanning glass and scanning strip with a soft, lint-free cloth that has been sprayed with
a mild glass cleaner.

CAUTION: Use only glass cleaner to clean the scanning glass and scanning strip. Avoid
cleaners that contain abrasives, acetone, benzene, and carbon tetrachloride, all of which can
damage the scanning glass. Avoid isopropyl alcohol because it can leave streaks on the glass.
Do not spray the glass cleaner directly on the scanning glass or scanning strip. If too much glass
cleaner is applied, the cleaner could leak under the scanning glass or scanning strip and damage
the product.
4.

136

Dry the glass with a dry, soft, lint-free cloth.

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5.

Close the scanning lid, and then raise the scan input tray until it is perpendicular to the product.

6.

Press in on the ADF duplex background tabs to release the ADF duplex background, and then pull
forward to remove the ADF duplex background from its housing.

7.

Wipe the scanning strip on the ADF duplex background with a soft, lint-free cloth that has been
moistened with warm water.

8.

Dry the ADF duplex background with a dry, soft, lint-free cloth, and then slide the component into
its housing until it clicks into place.

9.

Lower the scan input tray into place, and then reconnect the power supply to the product.

10. Press the Power button to turn on the product.

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Clean the product

137

Clean the rollers

Clean the rollers under the following conditions:

138

The product displays a message to clean the rollers.

You experience repeated document jams.

The product does not pull pages into the paper path.

The scanned images are elongated.

You frequently scan any of the following types of documents: coated paper, chemically treated
documents such as carbonless paper, documents with a large amount of calcium carbonate,
documents written with pencils, documents on which the toner has not fused.

1.

Press and hold the power button for 10 seconds to turn off the product, and then disconnect the
power cable.

2.

Open the automatic document feeder (ADF) hatch.

3.

Remove any visible lint or dust from each of the feed rollers and the separation pad using
compressed air or a clean lint-free cloth moistened with warm water.

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4.

Close the ADF hatch, and then reconnect the power supply to the product.

5.

Press the Power button to turn on the product, and then update the product maintenance history.
a.

From the Home screen on the product control panel, touch the Device Maintenance button.

b.

Open the following menus:

c.

Calibrate/Cleaning

Clean Rollers

Touch Reset to record the cleaning activity and reset the counters to zero.

Set the Very Low Settings option from the control panel
Set the product to display a message to clean the rollers.

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1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Open the following menus:

Calibrate/Cleaning

Clean Rollers Settings

3.

In the Clean Rollers box, enter a percentage of the total scans at which the product displays a
message to clean the rollers.

4.

Select one of the following options:

Select the Stop option to set the product to stop scanning until you clean the rollers.

Select the Prompt to continue option to set the product to stop scanning and prompt you to
clean the rollers. You can acknowledge the prompt and continue scanning.

Select the Continue option to set the product to alert you that the rollers require cleaning, but
to continue scanning.

Clean the product

139

Solve connectivity problems

Check the following items to verify that the product is communicating with the network. Before
beginning, view the information pages.
If you still cannot connect to the network after checking these items, see www.hp.com/support.
1.

Are your power and power supply cables connected properly, and is the product turned on?

2.

Are your network cables connected properly?

Make sure that the product is attached to the network using the appropriate port and cable. Check
each cable connection to make sure it is secure and in the right place. If the problem continues, try
a different cable or ports on the hub or transceiver.

3.

Do the HP Jetdirect LEDs indicate a network connection and activity?

If the green LED is off, a link has failed.

4.

Are the link speed and duplex settings set correctly?

Hewlett-Packard recommends leaving this setting in automatic mode (the default setting).

5.

Can you "ping" the product using its IP address?

Use the command prompt to ping the product from your computer. For example:
ping 192.168.45.39
Ensure that the ping displays round-trip times.
If you are able to ping the product, verify that the IP address configuration for the product is
correct on the computer. If it is correct, delete and then add the product again.
If the ping command failed, verify that the network hubs are on, and then verify that the network
settings, the product, and the computer are all configured for the same network.

6.

Have any software applications been added to the network?

Make sure they are compatible and that they are installed correctly.

7.

Can you access the HP Embedded Web Server?

Open a browser window and enter the product IP address in the URL line.

8.

Is your protocol enabled?

Use the HP Embedded Web Server to check the status of protocols.

9.

140

Does the product appear in HP Web Jetadmin or other management application?

Verify network settings on the Network configuration screen.

Confirm the network settings for the product using the product control panel.

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Check the Ethernet connection

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1.

Ensure that the Ethernet cable is firmly connected between the product and a router, Ethernet jack,
or Ethernet switch.

2.

If the Ethernet cable is connected to a network router or Ethernet switch, try connecting it to a
different port on the router or switch.

3.

Press and hold the power button for 10 seconds to turn off the product, wait 30 seconds, and then
press the Power button again to turn on the product.

Solve connectivity problems

141

Service mode functions

Service menu
The Service menu is PIN-protected for added security. Only authorized service people have access to
the Service menu. When you select Service from the list of menus, the product prompts you to type an
eight-digit personal identification number (PIN). The PIN for the HP Scanjet Enterprise 8500 fn1 is
09850011.
NOTE: The product automatically exits the Service menu after about one minute if no items are
selected or changed.
1.

From the Home screen on the product control panel, touch the Device Maintenance button.

2.

Touch the Service button.

3.

The drop-down menu shows the User Access Code list item. Select the Service Access Code list
item, and then touch the Access Code text box. The touchscreen numeric keypad appears.

4.

Type the PIN (xxxxxx).

5.

Touch the OK button to save the PIN or the Cancel button to exit the screen.
NOTE: The PIN displays in the Service use only: text box as ********.

6.

Touch the OK button to open the Service menu or the Cancel button to exit the screen.

The following menu items appear in the Service menu:

Menu item

Sub-menu
item

Description

Event Log

Allows you to view the product

event log.

Clear Event Log

Use this item to clear the product

event log.

Cycle Counts

142

Sub-menu item

Chapter 3 Solve problems

Document Feeder Count

Set the total pages fed through the

document feeder.

Document Feeder Kit Interval

Set the number of pages until the

document feeder kit must be
replaced. The default is 100,000.

Clean Rollers Count

Set the total number of pages that

have been scanned since the
rollers were cleaned.

Clean Rollers Interval

Set the total number of pages

scanned until the rollers must be
cleaned. The default is 10,000.

ADF Count

Set the total pages fed through the

document feeder.

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Menu item

Sub-menu item

Sub-menu
item

Description

Flatbed Count

Set the total pages scanned from

the flatbed.

ADF Simplex Count

Set the total single-sided pages fed

through the document feeder.

ADF Duplex Count

Set the total two-sided pages fed

through the document feeder.

Send Scan Count

Set the number of scanned pages

sent to e-mail.

Serial Number

Set the serial number.

Service ID

Use this item to show the date that

the product was first used on the
control panel. This eliminates the
need for users to keep paper
receipts for proof of warranty.
Restore the service ID
If you replace the formatter, the
date is lost. Use this menu item to
reset the date to the original date
that the product was first used. The
date format is YYDDD. Use the
following formula to calculate the
dates:
1.

To calculate YY, subtract

1990 from the calendar year.
For instance, if the product
was first used in 2002,
calculate YY as follows: 2002
- 1990 = 12. YY = 12.

2.

Subtract 1 from 10 (October

is the tenth month of the year):
10 - 1 = 9.

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Multiply 9 by 30: 9 x 30
= 270 or add 17 to

Service mode functions

143

Menu item

Sub-menu item

Sub-menu
item

Description

270: 270 + 17 = 287.

Thus, DDD = 287.
Convert the service ID to an
actual date
You can use the product Service ID
number to determine whether the
product is still under warranty. Use
the following formula to convert the
Service ID into the installation date
as follows:
1.

Add 1990 to YY to get the

actual year that the product
was installed.

2.

Divide DDD by 30. If there is

a remainder, add 1 to the
result. This is the month.

3.

The remainder from the

calculation in step 2 is the
date.

Using the Service ID 12287 as an

example, the date conversion is as
follows:
1.

12 + 1990 = 2002, so the

year is 2002.

2.

287 divided by 30 = 9 with a

remainder of 17. Since there
is a remainder, add 1 to 9 to
get 10, which represents
October.

3.

The remainder in step 2 is 17,

so that is the date.

4.

The complete date is 17October-2002.

NOTE: A six-day grace period is

built into the date system.

144

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Product resets
Restore factory settings
1.

From the Home screen on the product control panel, touch the Administration button, and then
touch the General Settings button.

2.

Touch the Restore Factory Settings button, and then touch an option. Touch the Select All button to
reset factory settings for all options.

3.

Touch the Reset button to restore factory settings.

The values for each reset are as follows:

Restore factory-set defaults values

General

Display and sound settings for the control panel

Localization settings (for example, clock format and date format)

Error and warning log behavior

Default media settings

Sleep mode and delay setting

Internal backup file maximum size

Oxp installer solutions, tasks and pending tasks

Http job defaults

Clears the error, warning and info logs

Supported media types

Resets JetLink connected external devices

Security

Default Authentication agent

Authentication agents

Policy agents

Color access control

Clean Disk and Partial Clean functions

Active and repository firmware locations
The firmware bundle now consists of multiple parts. The main components are the Windows CE
Operating System and the printer/peripheral firmware files.
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Service mode functions

145

There are two locations/partitions on the hard drive where the firmware components are stored:

The Active where the Operating System and firmware currently are executing

The Repository the recovery location

If the Active location is damaged, or a Partial Clean was performed, the product automatically copies
over the OS and firmware files from the Repository location and the product recovers.
If both the Active and Repository locations are damaged, or a Clean Disk was performed, then both
locations are gone and the user must upload the firmware to the product in order for it to function
again.
CAUTION: The Clean Disk option performs a disk initialization for the entire disk. The operating
system, firmware files, and third party files (among other files) will be completely lost. HP does not
recommend this action.
Partial Clean
The Partial Clean option erases all partitions and data on the disk drive, except for the firmware
repository where a backup copy of the firmware file is stored. This allows the disk drive to be
reformatted without having to download a firmware upgrade file to return the product to a bootable
state.
Characteristics of a Partial Clean

Customer-defined settings, third-party solutions, firmware files, and the operating system are
deleted.

Rebooting the product restores the firmware files from the Repository location, but does not restore
any customer-defined settings.

For previous HP products, a Hard Disk Initialization is similar to executing the Partial Clean
function for this product.

CAUTION: HP recommends backing-up product configuration data before executing a Partial Clean
if you need to retain customer-defined settings. See the Backup/Restore item in the Device Maintenance
menu.
Reasons for performing Partial Clean

The product continually boots up in an error state.

NOTE: Try clearing the error prior to executing a Partial Clean.

146

The product will not respond to commands from the control panel.

Executing the Partial Clean function is helpful for troubleshooting hard disk problems.

To reset the product by deleting all solutions and customer-defined settings.

The product default settings are not properly working.

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Execute a Partial Clean

1.

Turn the product on.

2.

Press the Stop

3.

On the product keyboard press the down arrow to highlight Administrator, and then press the
enter key.

4.

On the product keyboard press the down arrow to highlight Partial Clean, and then press the
enter key.

5.

Press the enter key again.

6.

Press the back arrow

button when the Ready, Data, and Attention LEDs are illuminated solid.

button to highlight Continue, and then press the enter key.

NOTE: The product initializes.

Clean Disk
The Clean Disk option erases the entire disk drive.
CAUTION: After executing a Clean Disk option, the product is not bootable.
Characteristics of a Partial Clean

Customer-defined settings, third-party solutions, firmware files, and the operating system are
deleted.
NOTE: Rebooting the product does not restore the firmware files.

Rebooting the product restores the firmware files from the Repository location, but does not restore
any customer-defined settings.

After executing the Clean Disk function, the message 99.09.67 displays on the control panel.

After executing the Clean Disk function, the product firmware must be reloaded.

CAUTION: HP recommends that you do not use the Clean Disk option unless an error occurs and the
solution in the product service manual recommends this solution. After executing the Clean Disk
function, the product is unusable.
HP recommends backing-up product configuration data before executing a Clean Disk if you need to
retain customer-defined settings. See the Backup/Restore item in the Device Maintenance menu.
Reasons for performing Clean Disk

The product continually boots up in an error state.

NOTE: Try clearing the error prior to executing a Clean Disk.

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The product will not respond to commands from the control panel.

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147

Executing the Clean Disk function is helpful for troubleshooting hard disk problems.

To reset the product by deleting all solutions and customer-defined settings.

Execute a Clean Disk

1.

Turn the product on.

2.

Press the Stop

3.

On the product keyboard press the down arrow to highlight Administrator, and then press the
enter key.

4.

On the product keyboard press the down arrow to highlight Clean Disk, and then press the enter
key.

5.

Press the enter key. again.

button when the Ready, Data, and Attention LEDs are illuminated solid.

NOTE: When the Clean Disk operation is complete, you will need to reload the product
firmware.

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Preboot menu options

If an error occurs while the product is booting, an error message appears on the control-panel display.
The user can access the preboot menus. The error menu item will not be seen if an error did not occur.
Open the preboot menu
1.

Turn the product on.

2.

Press and hold the Stop

3.

Use the keyboard to navigate the menu.

button when the LED lights are illuminated solid.

Table 3-15 Preboot menu options (1 of 6)

Menu option
Continue

First level

Second level

Third level

Description
Selecting the Continue item exits the preboot menu and continues
the normal boot process.
If a selection is not made in the initial menu within 30 seconds,
the product returns to a normal boot (the same as selecting the
Continue item.
If the user navigates to another menu, the timeout does not
apply.

Sign In

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Enter the administrator PIN or service PIN if one is required to

open the Preboot menu.

Preboot menu options

149

Table 3-15 Preboot menu options (1 of 6) (continued)

Menu option

First level

Second level

Administrator

Third level

Description
This item navigates to the Administrator sub menus.
If authentication is required (and the user is not already signed
in) the Sign In prompt displays. The user is required to sign in.

Download

This item initiates a preboot firmware download process. A USB

device interface or a network connection can be used to
download firmware.
Network

See Product updates on page 159.

USB Device

See Product updates on page 159.

USB Thumbdrive
Clean Disk

This item reinitializes the disk and cleans all disk partitions.
CAUTION:

Selecting the Clean Disk item removes all data.

A delete confirmation prompt is not provided.

The system is not bootable after this actiona firmware
download must be performed to return the system to a bootable
state.
Partial Clean

This item reinitializes the disk (removing all data except the
firmware repository where the master firmware bundle is
downloaded and saved).
CAUTION: Selecting the Partial Clean item removes all data
except the firmware repository.
A delete confirmation prompt is not provided.
This allows user to reformat the disk by removing the firmware
image from the active directory without having to download new
firmware code (product remains bootable).

150

Change
Password

Select this item to set or change the administrator password.

Clear
Password

Select the Clear Password item to remove a password from the

Administrator menu. Before the password is actually cleared, a
message will be shown asking to confirm that the password
should be cleared. Press the 6 button to confirm the action.

Chapter 3 Solve problems

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Table 3-16 Preboot menu options (2 of 6)

Menu option

First level

Second
level

Third level

Administrator

Manage Disk

Clear Disk

Select the Clear Disk item to enable an external device

for job storage. Job storage is normally enabled only for
the boot device. This item is disabled unless the
99.09.68 error is displayed.

Lock Disk

Select the Lock Disk item to lock (mate) a new secure disk
to this product.

continued

Description

The secure disk already locked to this product will remain

accessible to this product. Use this function to have more
then one encrypted disk accessible by the product when
using them interchangeably.
The data stored on the secure disk locked to this product
always remains accessible to this product.
Leave
Unlocked

Select the Leave Unlocked item to use a new secure disk

in an unlocked mode for single service event. The secure
disk that is already locked to this product will remain
accessible to this product and uses the old disk's
encryption password with the new disk.
The secure disk that is already locked to this product
remains accessible to this product.

Clear Disk
PWD

Select the Clear Password item to continue using the nonsecure disk and clear the password associated with the
yet to be installed secure disk.
CAUTION: Data on the missing secure disk will be
permanently inaccessible.

Retain
Password
Boot Device

Select the Retain Password item to use the non-secure disk

for this session only, and then search for the missing
secure disk in future sessions.
Secure Erase

Select the Secure Erase item to erase all of the data on

the disk and unlock it, if required.
This process might take a long time.
NOTE: The system will be unusable until the system files
are reinstalled. The process is an ATA secure-erase
command one-pass overwrite. This process erases the
entire disk, including firmware. The disk remains an
encrypted disk.

Erase/Unlock

Select the Erase/Unlock item to cryptographically erase

all data on disk and unlock the disk to allow access to it
from any product.
NOTE: The system will be unusable until the system files
are reinstalled. This process erases the crypto key. The
disk becomes a non-encrypted disk.

Get Status

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This item provides disk status information if any is

available.

Preboot menu options

151

Table 3-17 Preboot menu options (3 of 6)

Menu option

First level

Second
level

Administrator

Manage Disk

continued

continued

Internal
Device

Third level

Description

Select the Internal Device item to erase the internal device

or view the status of the internal device.
Secure Erase

Select the Secure Erase item to erase all of the data on

the disk and unlock it, if required.
This process might take a long time.
NOTE: The system will be unusable until the system files
are reinstalled. The process is an ATA secure-erase
command one-pass overwrite. This process erases the
entire disk, including firmware. The disk remains an
encrypted disk.

Erase/Unlock

Select the Erase/Unlock item to cryptographically erase

all data on disk and unlock the disk to allow access to it
from any product.
NOTE: The system will be unusable until the system files
are reinstalled. This process erases the crypto key. The
disk becomes a non-encrypted disk.

Get Status

This item provides disk status information if any is

available.
Select the External Device item to erase the external
device or get status about the external device.

External
Device
Secure Erase

Select the Secure Erase item to erase all of the data on

the disk and unlock it if required.
This process might take a long time.
NOTE: The system will be unusable until the system files
are reinstalled. The process is an ATA secure-erase
command one-pass overwrite. This process erases the
entire disk, including firmware. The disk remains an
encrypted disk.

Erase/Unlock

Select the Erase/Unlock item to cryptographically erase

all data on disk and unlock the disk to allow access to it
from any product.
NOTE: The system will be unusable until the system files
are reinstalled. This process erases the crypto key. The
disk becomes a non-encrypted disk..

Get Status

152

Chapter 3 Solve problems

This item provides disk status information if any is

available.

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Table 3-18 Preboot menu options (4 of 6)

Menu option

First level

Administrator

Configure LAN

Second
level

Third level

Description

Select the Configure LAN item to set the network settings

for the preboot menu firmware upgrade.

continued

The network can be configured to obtain the network

settings from a DHCP server or as static.
IP mode
[DHCP]

Use this item for automatic IP address acquisition from

the DHCP server.

Table 3-19 Preboot menu options (5 of 6)

Menu option

First level

Administrator

Startup
Options

continued

Second
level

Third level

Description

Select the Startup Options item to specify options that

can be set for the next time the product is turned on and
initializes to the Ready state.
Show Revision

Not currently functional: Check the Show Revision item to

allow the product to initialize and show the firmware
version when the product reaches the Ready state.
Once the product power is turned on the next time, the
Show Revision item is unchecked so that the firmware
revision is not shown.

Cold Reset

Check the Cold Reset item to clear the IP address and all
customer settings (this item also returns all settings to
factory defaults).
NOTE:

Items in the Service menu are not reset.

Skip Disk
Load
Skip Cal

Select the Skip Cal item to initialize the product the next
time the power is turned on without calibrating.

Lock Service

CAUTION: Select the Lock Service item to lock the

Service menu access (both in the preboot menu and the
Device Maintenance menu).
Service personnel must have the administrator remove the
Lock Service setting before they can open the Service
menu.

Skip FSCK

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Preboot menu options

153

Table 3-19 Preboot menu options (5 of 6) (continued)

Menu option

First level

Second
level

Third level

First Power

Description

Not currently functional: This item allows the product to

initialize as if it is the first time it has been turned on.
For example, the user is prompted to configure first-time
settings like date/time, language, and other settings.
Check this item so that it is enabled for the next time the
product power is turned on.
When the product power is turned on the next time, this
item is unchecked so that the pre-configured settings are
used during configuration, and the first-time setting
prompt is not used.

Embedded
Jetdirect Off

Check the Embedded Jetdirect Off item to disable the

embedded Jetdirect.
By default this item is unchecked so that Jetdirect is
always enabled.

Table 3-20 Preboot menu options (6 of 6)

Menu option

First level

Second
level

Third level

Administrator

Diagnostics

Memory

Do Not Run

continued

continued

Description

Short
Long
Disk

Do Not Run
Short
Long
Optimized
Raw
Smart

ICBConnectio
n
Run Selected
Remote Admin

Start Telnet
Stop Telnet
Refresh IP

154

Chapter 3 Solve problems

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Table 3-20 Preboot menu options (6 of 6) (continued)

Menu option

First level

Service Tools

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Second
level

Third level

Description

This item requires the service access code.

Reset Password

Use this item to reset the administrator password.

Subsystems

For manufacturing use only. Do not change these

values.

Preboot menu options

155

Solve fax problems

Internet Fax setup
The product can send faxes by using an Internet Fax service, which requires a subscription. To find
information for configuring this feature, consult the Internet Fax service provider.
The service provider should have provided the information required to set up the service. Use that
information to configure the service, then follow these instructions to use the service with the product.
1.

Type the product IP address into the address line of a Web browser to open the HP Embedded
Web Server.

2.

Select the Fax tab.

3.

Click Enable Fax Send.

4.

From the Fax Send Method drop-down list, select Internet Fax Service.

5.

Select the Internet Fax Setup tab to configure the service.

6.

In the area for Internet Fax Service Settings, use the information from the service provider to
fill in the boxes for Internet Fax Provider Domain and the T37 Prefix.

7.

Type the default e-mail address for the fax account in the box for Default Fax Account E-mail
Address. If you want to use the e-mail address for the user who is signed in to the product, select
the appropriate box.

8.

Select the appropriate file format to use for the faxes.

9.

If you are using a service in North America, you can preconfigure the area code for outgoing
faxes. This step is optional.

10. Click Apply to save the settings.

LAN Fax setup

The LAN Fax service provider should have provided the information needed to set up the service. Use
that information to configure the service, then follow these instructions to use the service with the
product. Depending on the service provider, some of these settings might not be available. To see a list
of supported providers, see the Fax tab on the HP Embedded Web Server.

156

1.

Type the product IP address into the address line of a Web browser to open the HP Embedded
Web Server.

2.

Select the Fax tab.

3.

Click Enable Fax Send.

4.

From the Fax Send Method drop-down list, select LAN Fax Service.

5.

Select the LAN Fax Setup tab to configure the service.

Chapter 3 Solve problems

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6.

In the area for LAN Fax Service Settings, select the name of the LAN Fax service that you are
using. Select the file format that the service uses.

7.

Type the path to the LAN Fax folder in the box below UNC Folder Path. UNC paths follow this
format:
\\servername\sharename\foldername

8.

Type the correct Windows domain.

9.

Type the username and password for the LAN Fax folder.

10. Click Verify Folder Access to check whether you have configured access to the folder correctly.
You will be prompted for the username and password for the folder.
11. In the area for Dialing Settings, type the maximum number of times the product should attempt
to try sending the fax if the first attempt is unsuccessful. Also type the number of minutes to wait
between attempts.
12. In the Input Settings area, select whether to receive notification if there are errors sending the
file to the network folder. If you turn on error correction mode, portions of the fax that were not
successfully sent will be sent again.
13. In the area for Output Settings, select the appropriate transmission speed, and select whether
to include a cover page that the LAN fax service provides.
14. Click Apply to save the settings.

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Solve fax problems

157

Solve e-mail problems

If you are unable to send e-mails by using the digital-send feature, you might need to reconfigure the
SMTP gateway address or the LDAP gateway address. View a configuration page to find the current
SMTP and LDAP gateway addresses. Use the following procedures to check if the SMTP and LDAP
gateway addresses are valid.

Validate the SMTP gateway address

NOTE: This procedure is for Windows operating systems.
1.

Open an MS-DOS command prompt: click Start, click Run, and then type cmd.

2.

Type telnet followed by the SMTP gateway address and then the number 25, which is the port
over which the product is communicating. For example, type telnet 123.123.123.123 25
where "123.123.123.123" represents the SMTP gateway address.

3.

Press Enter. If the SMTP gateway address is not valid, the response contains the message Could
not open connection to the host on port, 25: Connect failed.

4.

If the SMTP gateway address is not valid, contact the network administrator.

Validate the LDAP gateway address

NOTE: This procedure is for Windows operating systems.

158

1.

Open Windows Explorer. In the address bar, type LDAP:// immediately followed by the LDAP
gateway address. For example, type LDAP://12.12.12.12 where "12.12.12.12" represents
the LDAP gateway address.

2.

Press Enter. If the LDAP gateway address is valid, the Find People dialog box opens.

3.

If the LDAP gateway address is not valid, contact the network administrator.

Chapter 3 Solve problems

ENWW

Product updates
To download the most recent firmware upgrade for the product, go to www.hp.com/support.

Determine the installed revision of firmware

View a configuration page to determine the installed revision of firmware.
On the configuration page, look in the section marked Device Information for the firmware datecode
and firmware revision.
Firmware datecode and firmware revision examples

20100831 (firmware datecode)

103067_104746 (firmware revision)

Perform a firmware upgrade

The firmware bundle is a xxxxxxx.bdl file. This file requires an interactive upgrade method. You
cannot upgrade the product using the traditional FTP, LPR or Port 9100 methods of upgrading. Use one
of the following methods to upgrade the firmware for this product.

HP Embedded Web Server

1.

Open an browser window.

2.

Enter the product IP address in the URL line.

3.

Select the Firmware upgrade link from within the Troubleshooting tab.
NOTE: If you get a warning screen, follow the instructions for setting an administrator password
from the Security tab.

4.

Browse to the location that the firmware upgrade file was downloaded to, and then select the
firmware file. Select the Install button to perform the upgrade.
NOTE: Do not close the browser window until the HP Embedded Web Server (EWS) displays
the confirmation page.

5.

ENWW

Select Restart Now from the EWS confirmation page, or turn the product off, and then on again
using the power switch.

Product updates

159

USB storage device (Preboot menu)

1.

Copy the xxxxxxx.bdl file to a USB storage accessory.

2.

Insert the USB storage accessory into the USB port on the bottom edge of the control panel.

3.

Turn the product on.

4.

Press the Stop

5.

Press the up or down navigation arrows on the keyboard to scroll to Administrator. Press the Start
button to select it.

6.

Press down arrow key on the keyboard to scroll to Download. Press the Start

7.

Press the up or down keys on the keyboard to scroll to USB Thumbdrive. Press the Start
to select it.

8.

Several .bdl files might be listed. Press the up or down keys on the keyboard to scroll to the
button to select it. Wait while the
firmware upgrade file that you downloaded. Press the Start
file transfers. When the transfer is complete, the message Complete displays on the control-panel
display.

9.

Press and hold the power button for 10 seconds to turn off the product. Remove the USB storage
accessory, and then turn the product on. Wait for several minutes while the product initializes. If
the upgrade is unsuccessful, try transferring the firmware upgrade file again.

button when the Ready, Data and Attention LEDs illuminate solid.

button to select it.

button

10. If you created a backup of the product data prior to replacing the hard drive, restore the data
from the device or network location where the backup was saved.

160

Chapter 3 Solve problems

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USB storage device (control-panel menu)

1.

Copy the firmware update file to a portable USB flash memory storage device (thumbdrive).

2.

Turn the product on, and then wait until it reaches the Ready state.

3.

Touch the Device Maintenance button.

4.

Touch the USB Firmware Upgrade menu.

5.

Insert the portable USB storage device with the firmware upgrade file on it into the USB port on
the front of the product.

6.

Touch the firmware update file, and then touch the Upgrade button.
TIP: If there is more than one firmware upgrade file on the storage device, make sure that you
select the correct file for this product.

7.

When the product prompts you to confirm the upgrade, touch the Upgrade button.
When the upgrade is complete, the product will initialize.
NOTE: The upgrade process can take up to 10 minutes to complete.

8.

ENWW

When the upgrade process is complete, view a configuration page and verify that the upgrade
firmware version was installed.

Product updates

161

162

Chapter 3 Solve problems

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Parts

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Order parts by authorized service providers

163

Order parts by authorized service providers

Order parts, accessories, and supplies
Table 4-1 Order parts, accessories, and supplies
Order supplies and paper

www.hp.com/go/suresupply

Order genuine HP parts or accessories

www.partsurfer.hp.com

Order through service or support providers

Contact an HP-authorized service or support provider.

Order using HP software

For information about using the HP software to order parts, accessories, and
supplies, see the product user guide.

Customer-self repair parts

164

Item

Part number

Description

Pickup roller and

separation pad

L2725-60002

Includes one pickup-roller assembly and one separation pad.

Control panel

L2717-67002

Includes touchscreen and job-control buttons

Hard drive

L2717-60012

Standard serial ATA 250 GB encrypted disk drive

Hard drive (US

government FIPS)

L2717-60013

FIPS serial ATA 320 GB encrypted disk drive

Part

Part number

Description

Keyboard

L2709-67001

US

L2709-67002

UK

L2709-60006

French

L2709-60007

French Canadian

L2709-60008

Russian

L2709-60009

German

L2709-60010

Spain

Part

Part number

Description

Power supply

0957-2260

External power supply with cable to product

Chapter 4 Parts

ENWW

Part

Part number

Description

Power cable

8121-0740

United States, Canada, Mexico

1.9 meter (6.23 ft )

power cable (three
conductor) from
power outlet to
power supply

8121-0731

Europe, Korean, Indonesian

8121-0733

Denmark

8121-0739

UK, HK, Sing

Includes 5 amp fuse

8121-1004

Israel

8121-0738

Switzerland

8121-0737

South Africa

8121-0964

Taiwan

8121-0742

China

8121-0734

Philippines/Thailand

8121-0837

Australia

8121-0564

India

8121-0729

Argentina

8121-0735

Chile

8121-1071

Brazil

Internal assemblies
Part

Part number

Description

Whole unit
replacement

L2717-69001

Whole unit

L2717-69002

Whole unit (UK)

L2717-69006

Whole unit (US) government FIPS

L2717-69007

Whole unit (China) with US keyboard

L2717-69004

ADF and scanner base

L2717-69005

ADF and scanner base (China)

Interconnect PCA

L2717-67004

Interconnect PCA

Formatter PCA

L2717-60005

Formatter PCA

DC controller (DCC)
PCA

L2717-67005

DC input PCA

Power-button kit

L2717-60007

Power-button replacement kit

Fan assembly

L2717-67003

Fan assembly

Interconnect cable

L2717-50001

Interconnect cable

ADF and scanner

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Order parts by authorized service providers

165

166

Part

Part number

Description

Control-panel cable

L2717-50002

ICB-to-control-panel cable

Scanner cable

L2717-50003

ICB-to-scanner cable

Chapter 4 Parts

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Service and support

Hewlett-Packard limited warranty statement

End User License Agreement

Customer self-repair warranty service

Customer support

167

Hewlett-Packard limited warranty statement

HP Scanjet Enterprise 8500 fn1 scanner
Model

Asia/Pacific

Americas

Europe/Middle East/
Africa

8500 fn1

1 year

1 year

1 year

1. HP warrants to you, the end-user customer, that HP hardware, accessories, and supplies will be free
from defects in materials and workmanship after the date of purchase, for the period specified above. If
HP receives notice of such defects during the warranty period, HP will, at its option, either replace or
repair products which prove to be defective. Replacement products may be either new or equivalent in
performance to new.
2. HP warrants to you that HP software will not fail to execute its programming instructions after the
date of purchase, for the period specified above, due to defects in material and workmanship when
properly installed and used. If HP receives notice of such defects during the warranty period, HP will
replace software which does not execute its programming instructions due to such defects.
3. HP does not warrant that the operation of HP products will be uninterrupted or error free. If HP is
unable, within a reasonable time, to repair or replace any product to a condition as warranted, you
will be entitled to a refund of the purchase price upon prompt return of the product.
4. HP products may contain remanufactured parts equivalent to new in performance or may have been
subject to incidental use.
5. This warranty does not apply to defects resulting from (a) improper or inadequate maintenance or
calibration, (b) software, interfacing, parts, or supplies not supplied by HP, (c) unauthorized
modification or misuse, (d) operation outside of the published environmental specifications for the
product, or (e) improper site preparation or maintenance.
6. TO THE EXTENT ALLOWED BY LOCAL LAW, THE ABOVE WARRANTIES ARE EXCLUSIVE AND NO
OTHER WARRANTY OR CONDITION, WHETHER WRITTEN OR ORAL, IS EXPRESSED OR IMPLIED,
AND HP SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OR CONDITIONS OF
MERCHANTABILITY, SATISFACTORY QUALITY, AND FITNESS FOR A PARTICULAR PURPOSE. Some
countries/regions, states, or provinces do not allow limitations on the duration of an implied warranty,
so the above limitation or exclusion might not apply to you. This warranty gives you specific legal
rights, and you might also have other rights that vary from country/region to country/region, state to
state, or province to province.
7. HP's limited warranty is valid in any country/region or locality where HP has a support presence for
this product and where HP has marketed this product. The level of warranty service you receive may
vary according to local standards. HP will not alter the form, fit, or function of the product to make it
operate in a country/region in which it was never intended to function for legal or regulatory reasons.
8. TO THE EXTENT ALLOWED BY LOCAL LAW, THE REMEDIES IN THIS WARRANTY STATEMENT ARE
YOUR SOLE AND EXCLUSIVE REMEDIES. EXCEPT AS INDICATED ABOVE, IN NO EVENT WILL HP OR
ITS SUPPLIERS BE LIABLE FOR LOSS OF DATA OR FOR DIRECT, SPECIAL, INCIDENTAL,
CONSEQUENTIAL (INCLUDING LOST PROFIT OR DATA), OR OTHER DAMAGE, WHETHER BASED
IN CONTRACT, TORT, OR OTHERWISE. Some countries/regions, states, or provinces do not allow the

168

Appendix A Service and support

ENWW

exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may
not apply to you.
9. THE WARRANTY TERMS CONTAINED IN THIS STATEMENT, EXCEPT TO THE EXTENT LAWFULLY
PERMITTED, DO NOT EXCLUDE, RESTRICT, OR MODIFY AND ARE IN ADDITION TO THE
MANDATORY STATUTORY RIGHTS APPLICABLE TO THE SALE OF THIS PRODUCT TO YOU.

ENWW

Hewlett-Packard limited warranty statement

169

End User License Agreement

PLEASE READ CAREFULLY BEFORE USING THIS SOFTWARE PRODUCT: This End-User License
Agreement (EULA) is a contract between (a) you (either an individual or the entity you represent) and
(b) Hewlett-Packard Company (HP) that governs your use of the software product (Software). This
EULA does not apply if there is a separate license agreement between you and HP or its suppliers for
the Software, including a license agreement in online documentation. The term Software may include
(i) associated media, (ii) a user guide and other printed materials, and (iii) online or electronic
documentation (collectively User Documentation).
RIGHTS IN THE SOFTWARE ARE OFFERED ONLY ON THE CONDITION THAT YOU AGREE TO ALL
TERMS AND CONDITIONS OF THIS EULA. BY INSTALLING, COPYING, DOWNLOADING, OR
OTHERWISE USING THE SOFTWARE, YOU AGREE TO BE BOUND BY THIS EULA. IF YOU DO NOT
ACCEPT THIS EULA, DO NOT INSTALL, DOWNLOAD, OR OTHERWISE USE THE SOFTWARE. IF
YOU PURCHASED THE SOFTWARE BUT DO NOT AGREE TO THIS EULA, PLEASE RETURN THE
SOFTWARE TO YOUR PLACE OF PURCHASE WITHIN FOURTEEN DAYS FOR A REFUND OF THE
PURCHASE PRICE; IF THE SOFTWARE IS INSTALLED ON OR MADE AVAILABLE WITH ANOTHER
HP PRODUCT, YOU MAY RETURN THE ENTIRE UNUSED PRODUCT.
1.

THIRD PARTY SOFTWARE. The Software may include, in addition to HP proprietary software (HP
Software), software under licenses from third parties (Third Party Software and Third Party
License). Any Third Party Software is licensed to you subject to the terms and conditions of the
corresponding Third Party License. Generally, the Third Party License is in a file such as
license.txt or a readme file. You should contact HP support if you cannot find a Third Party
License. If the Third Party Licenses include licenses that provide for the availability of source code
(such as the GNU General Public License) and the corresponding source code is not included with
the Software, then check the product support pages of HP's website (hp.com) to learn how to
obtain such source code.

2.

LICENSE RIGHTS. You will have the following rights provided you comply with all terms and
conditions of this EULA:

3.

170

a.

Use. HP grants you a license to Use one copy of the HP Software. Use means installing,
copying, storing, loading, executing, displaying, or otherwise using the HP Software. You
may not modify the HP Software or disable any licensing or control feature of the
HP Software. If this Software is provided by HP for Use with an imaging or printing product
(for example, if the Software is a printer driver, firmware, or add-on), the HP Software may
only be used with such product (HP Product). Additional restrictions on Use may appear in
the User Documentation. You may not separate component parts of the HP Software for Use.
You do not have the right to distribute the HP Software.

b.

Copying. Your right to copy means you may make archival or back-up copies of the
HP Software, provided each copy contains all the original HP Softwares proprietary notices
and is used only for back-up purposes.

UPGRADES. To Use HP Software provided by HP as an upgrade, update, or supplement

(collectively Upgrade), you must first be licensed for the original HP Software identified by HP as
eligible for the Upgrade. To the extent the Upgrade supersedes the original HP Software, you may
no longer use such HP Software. This EULA applies to each Upgrade unless HP provides other
terms with the Upgrade. In case of a conflict between this EULA and such other terms, the other
terms will prevail.

Appendix A Service and support

ENWW

4.

TRANSFER.
a.

Third Party Transfer. The initial end user of the HP Software may make a one-time transfer of
the HP Software to another end user. Any transfer will include all component parts, media,
User Documentation, this EULA, and if applicable, the Certificate of Authenticity. The transfer
may not be an indirect transfer, such as a consignment. Prior to the transfer, the end user
receiving the transferred Software will agree to this EULA. Upon transfer of the HP Software,
your license is automatically terminated.

b.

Restrictions. You may not rent, lease or lend the HP Software or Use the HP Software for
commercial timesharing or bureau use. You may not sublicense, assign or otherwise transfer
the HP Software except as expressly provided in this EULA.

5.

PROPRIETARY RIGHTS. All intellectual property rights in the Software and User Documentation are
owned by HP or its suppliers and are protected by law, including applicable copyright, trade
secret, patent, and trademark laws. You will not remove any product identification, copyright
notice, or proprietary restriction from the Software.

6.

LIMITATION ON REVERSE ENGINEERING. You may not reverse engineer, decompile, or

disassemble the HP Software, except and only to the extent that the right to do so is allowed under
applicable law.

7.

CONSENT TO USE OF DATA. HP and its affiliates may collect and use technical information you
provide in relation to (i) your Use of the Software or the HP Product, or (ii) the provision of support
services related to the Software or the HP Product. All such information will be subject to HPs
privacy policy. HP will not use such information in a form that personally identifies you except to
the extent necessary to enhance your Use or provide support services.

8.

LIMITATION OF LIABILITY. Notwithstanding any damages that you might incur, the entire liability
of HP and its suppliers under this EULA and your exclusive remedy under this EULA will be limited
to the greater of the amount actually paid by you for the Product or U.S. $5.00. TO THE
MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL HP OR ITS SUPPLIERS
BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES
(INCLUDING DAMAGES FOR LOST PROFITS, LOST DATA, BUSINESS INTERRUPTION,
PERSONAL INJURY, OR LOSS OF PRIVACY) RELATED IN ANY WAY TO THE USE OF OR
INABILITY TO USE THE SOFTWARE, EVEN IF HP OR ANY SUPPLIER HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES AND EVEN IF THE ABOVE REMEDY FAILS OF ITS ESSENTIAL
PURPOSE. Some states or other jurisdictions do not allow the exclusion or limitation of incidental
or consequential damages, so the above limitation or exclusion may not apply to you.

9.

U.S. GOVERNMENT CUSTOMERS. Software was developed entirely at private expense. All
Software is commercial computer software within the meaning of the applicable acquisition
regulations. Accordingly, pursuant to US FAR 48 CFR 12.212 and DFAR 48 CFR 227.7202, use,
duplication and disclosure of the Software by or for the U.S. Government or a U.S. Government
subcontractor is subject solely to the terms and conditions set forth in this End User License
Agreement, except for provisions which are contrary to applicable mandatory federal laws.

10. COMPLIANCE WITH EXPORT LAWS. You will comply with all laws, rules, and regulations (i)
applicable to the export or import of the Software, or (ii) restricting the Use of the Software,
including any restrictions on nuclear, chemical, or biological weapons proliferation.
11. RESERVATION OF RIGHTS. HP and its suppliers reserve all rights not expressly granted to you in
this EULA.

ENWW

End User License Agreement

171

 2009 Hewlett-Packard Development Company, L.P.

Rev. 04/09

172

Appendix A Service and support

ENWW

Customer self-repair warranty service

HP products are designed with many Customer Self Repair (CSR) parts to minimize repair time and
allow for greater flexibility in performing defective parts replacement. If during the diagnosis period,
HP identifies that the repair can be accomplished by the use of a CSR part, HP will ship that part
directly to you for replacement. There are two categories of CSR parts: 1) Parts for which customer self
repair is mandatory. If you request HP to replace these parts, you will be charged for the travel and
labor costs of this service. 2) Parts for which customer self repair is optional. These parts are also
designed for Customer Self Repair. If, however, you require that HP replace them for you, this may be
done at no additional charge under the type of warranty service designated for your product.
Based on availability and where geography permits, CSR parts will be shipped for next business day
delivery. Same-day or four-hour delivery may be offered at an additional charge where geography
permits. If assistance is required, you can call the HP Technical Support Center and a technician will
help you over the phone. HP specifies in the materials shipped with a replacement CSR part whether a
defective part must be returned to HP. In cases where it is required to return the defective part to HP,
you must ship the defective part back to HP within a defined period of time, normally five (5) business
days. The defective part must be returned with the associated documentation in the provided shipping
material. Failure to return the defective part may result in HP billing you for the replacement. With a
customer self repair, HP will pay all shipping and part return costs and determine the courier/carrier to
be used.

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Customer self-repair warranty service

173

Customer support
Get telephone support for your country/region
Have the product name, serial number, date of purchase, and
problem description ready.

174

Country/region phone numbers are on the flyer that was in

the box with your product or at www.hp.com/support/.

Get 24-hour Internet support

www.hp.com/support

Get support for products used with a Macintosh computer

www.hp.com/go/macosx

Download software utilities, drivers, and electronic

information

www.hp.com/support/ljm4555mfp_software

Order additional HP service or maintenance agreements

www.hp.com/go/carepack

Register your product

www.register.hp.com

Appendix A Service and support

ENWW

ENWW

Product specifications

Physical specifications

Document feeder specifications

Power consumption

Environmental specifications

Regulatory model number

175

Physical specifications
Name

Description

Scanner type

Flatbed with automatic document feeder (ADF)

Size

Width: 570 mm (20.35 in), Depth: 434.6 mm (17.1 in), Height: 206.6 mm ( 8.14 in)

Weight

19.1 kg (42.1 lbs)

Scanning element

Charge-coupled device (CCD)

Optical resolution

600 x 600 dpi hardware

Network specifications

10/100/Gigabit Ethernet

IPSec (authentication and encryption protocols)

IPv4 and IPv6 address assignment

AC input for power supply: 100V240V, ~50/60Hz, 2600mA

DC output for power supply: +32 Vdc, 5625mA, 180W

AC power

Power consumption

For power consumption information, see the regulatory_supplement.pdf file on the documentation
CD.

System requirements

To view minimum and recommended system requirements, go to www.hp.com, select your

country/region, search on your product model, and then search on datasheet.

Document feeder specifications

Name

Description

Paper tray capacity

100 sheets of 75g/m2 (20 lb)

Minimum paper size

68 x 148 mm (2.7 x 5.8 in)

Maximum paper size

216 x 864 mm (8.5 x 34 in)

Minimum paper weight

49 g/m2 (13 lb)

Maximum paper weight

120 g/m2 (32 lb)

Power consumption
For power consumption information, see the regulatory_supplement.pdf file on the documentation CD.

176

Appendix B Product specifications

ENWW

Environmental specifications
Name

Description

Temperature

Operating the product: 10 to 35 C (50 to 95 F)

Storage: -40 to 65 C (-40 to 149 F)

Relative humidity

Operating the product: 10% to 80% noncondensing 10 to 35 C (50 to 95 F)

Storage: up to 90% at 0 to 65 C (32 to 149 F)

NOTE: In the presence of high electromagnetic fields, it is possible the output from the HP product
may be slightly distorted.
NOTE: HP is committed to providing our customers with information about the chemical substances in
our products as needed to comply with legal requirements such as REACH (Regulation EC No
1907/2006 of the European Parliament and the Council). A chemical information report for this
product can be found at www.hp.com/go/reach.

Regulatory model number

For regulatory identification purposes your product has been assigned a Regulatory Model Number.
The Regulatory Model Number for your product is FCLSD-0901. This regulatory model number should
not be confused with the marketing name (HP Scanjet Enterprise 8500 fn1) or product number
(L2717A). Additional regulatory information about your product can be found on the
regulatory_supplement.pdf file in the product documentation.

ENWW

Environmental specifications

177

178

Appendix B Product specifications

ENWW

ENWW

Regulatory information

Environmental product stewardship program

Certificate of Volatility

179

Environmental product stewardship program

Protecting the environment
Hewlett-Packard Company is committed to providing quality products in an environmentally sound
manner. This product has been designed with several attributes to minimize impacts on our
environment.

Plastics
Plastic parts over 25 grams are marked according to international standards that enhance the ability to
identify plastics for recycling purposes at the end of the products life.

Power consumption
Power usage drops significantly while in Ready or Sleep or Auto-off mode, which saves natural
resources and saves money without affecting the high performance of this product. Hewlett-Packard
printing and imaging equipment marked with the ENERGY STAR logo is qualified to the U.S.
Environmental Protection Agency's ENERGY STAR specifications for imaging equipment. The following
mark will appear on ENERGY STAR qualified imaging products:

Additional ENERGY STAR qualified imaging product model information is listed at:
www.hp.com/go/energystar

Material restrictions
This products real-time clock battery or coin cell battery may contain perchlorate and may require
special handling when recycled or disposed of in California. (See www.dtsc.ca.gov/hazardouswaste/
perchlorate.) The batteries contained in or supplied by Hewlett-Packard for this product include the
following:
HP Scanjet Enterprise 8500 fn1

180

Type

Lithium carbon monofluoride

Weight

2.4 g

Location

On motherboard

User-removable

No

Appendix C Regulatory information

ENWW

For recycling information, you can go to www.hp.com/recycle, or contact your local authorities or the
Electronics Industries Alliance: www.eiae.org.

Disposal of waste equipment by users in private households in the

European Union
This symbol on the product or on its packaging indicates that this product must not be disposed of with
your other household waste. Instead, it is your responsibility to dispose of your waste equipment by
handing it over to a designated collection point for the recycling of waste electrical and electronic
equipment. The separate collection and recycling of your waste equipment at the time of disposal will
help to conserve natural resources and ensure that it is recycled in a manner that protects human health
and the environment. For more information about where you can drop off your waste equipment for
recycling, please contact your local city office, your household waste disposal service or the shop
where you purchased the product.

Chemical substances
HP is committed to providing our customers with information about the chemical substances in our
products as needed to comply with legal requirements such as REACH (Regulation EC No 1907/2006
of the European Parliament and the Council). A chemical information report for this product can be
found at: www.hp.com/go/reach.

For more information

To obtain information about these environmental topics:

Product environmental profile sheet for this and many related HP products

HPs commitment to the environment

HPs environmental management system

HPs end-of-life product return and recycling program

Material Safety Data Sheets

Visit www.hp.com/go/environment or www.hp.com/hpinfo/globalcitizenship/environment.

ENWW

Environmental product stewardship program

181

Certificate of Volatility
This statement explains the volatility of customer data stored in memory and outlines how to erase
secure data from the device.

Volatile memory
The product utilizes volatile memory (1792 MB) to store customer data during the scan process. When
you turn off the product, this volatile memory is erased.

Non-volatile memory
The product utilizes non-volatile flash memory (2 MB) to store system control data and user preference
settings. Non-volatile memory does not store any customer scan data. To clear non-volatile memory and
restore it to factory defaults, use the Embedded Web Server.
TIP: You can also clear non-volatile memory from the Home screen on the control panel (touch
Administration, touch General Settings, and then touch Restore Factory Settings).

Hard disk drive memory

The product contains one encrypted hard disk drive (160 GB or larger) that may retain data after you
turn off the product, including customer jobs and temporary data such as stored scan data or fax files.
To securely erase the data, start the Embedded Web Server, click the Security tab, click the Protect
Stored Data entry in the left pane, click the Erase Options button, and then select the Secure
Sanitize Erase option.
NOTE: If you erase the drive using Secure Sanitize Erase, you will not be able to use the drive in
any device (for example, another scanner or a computer) until you reformat the drive.
The Secure Sanitize Erase feature meets standards for clearing disk media defined in NIST Special
Publication 800-88 Guidelines for Media Sanitation and the U.S. Department of Defense Updated DSS
Clearing and Sanitization Matrix.

182

Appendix C Regulatory information

ENWW

Index

A
accessories
ordering 164
accessories installed, information
77
ADF
clean duplex background 135
Administration menu, control
panel 82
after-service checklist 15
B
backup data 15
Backup/Restore menu, control
panel 93
batteries included 180
buffer overflow errors 98
C
cable
removing 39
Calibration/Cleaning menu, control
panel 94
Certificate of Volatility
hard disk drive memory 182
non-volatile memory 182
volatile memory 182
checklists
after-service 15
preservice 15
clean
ADF 135
rollers 138
scanning glass 135
scanning strip 135
touch screen 135
configuration page 70
configuration pages 74
information 77

ENWW

connectivity
solving problems 140
control panel
Administration menu 82
Backup/Restore menu 93
Calibration/Cleaning menu
94
clean touch screen 135
Display Settings menu 88
Fax Settings menu 87
General Settings menu 83
Manage Supplies menu 89
menus, summary 81
messages, numerical list 95
messages, types of 95
Network Settings menu 90
removing 24
Reports menu 82
Scan/Digital Send Settings
menu 84
Service menu 94
Troubleshooting menu 92
USB Firmware Upgrade menu
94
control-panel
troubleshooting 67
control-panel assembly
reinstalling 25
control-panel cable
removing 39
control-panel LEDs 71
counts 142
document feeder 142
document feeder duplex 143
document feeder simplex 143
flatbed cycle 143
page, reset 142
reset after replacing formatter
142

scan engine maintenance 77

send scan 143
See also pages counts
customer support
online 174
cut-off images
troubleshoot 133
D
data
backup 15
restore 16
date
codes for firmware 77
manufacture 76
product first used 143
DC controller PCA
removing 46
debug data 69
demo page 70
diagnostics
LED 70
digital sending
validating gateway addresses
158
dimensions, product 176
Display Settings menu, control
panel 88
disposal, end-of-life 180
document feeder 176
document feeder count
document feeder pages 142
document feeder interval 142
document feeder kit
history 22
E
EIO cards
buffer overflow

98

Index

183

electrical specifications 176

electrostatic discharge (ESD) 10
end-of-life disposal 180
engine diagnostics 71
Enternet connection
reset 141
Environmental Product Stewardship
Program 180
environmental specifications 177
error messages
event log, listed numerically
107
numerical list 95
types of 95
ESD (electrostatic discharge) 10
European Union, waste disposal
181
event log 70
clear 107, 142
messages, listed numerically
107
e-mail
problem solving 158
validating gateway addresses
158
F
fan assembly PCA
removing 46
fasteners, types of 12
fax
Internet setup 156
LAN setup 156
Fax Settings menu, control panel
87
feed rollers
removing 18
file directory page 79
firmware
date codes 77
reloading 28
troubleshooting 63
upgrading 28
version information 76
firmware, downloading new 159
flatbed scanner and ADF assembly
reinstalling 36
removing 32
flowchart
troubleshooting 59

184

Index

formatter
reinstalling 32
removing 32
resets after replacing 142
formatter lights 70
G
gateways
validating addresses 158
General Settings menu, control
panel 83
generating
debug data 69
glass, clean 135
H
hard disk drive
reinstalling 28
removing 26
heartbeat LED 70
history
viewing 69
HP Customer Care 174
HP Embedded Web Server
information pages 81
HP Jetdirect print server
configuration page 76
lights 70
humidity specifications 177
I
information pages
HP Embedded Web Server 81
installation
date calculation 143
verify for optional accessories
74
interconnect cable
removing 39
interconnect PCA
removing 46
Internet connection
reset 141
Internet Fax setup 156
IPv4 information 76
IPv6 information 76
J
jams 130
troubleshoot 133
Jetdirect LED 70

Jetdirect print server

lights 70
K
keyboard 30
removing 30
L
LAN fax setup 156
LDAP servers
validating gateway addresses
158
LEDs. See lights
license, software 170
lights
control panel 71
formatter 70
troubleshooting with 70
log of events
clear 107
messages, listed numerically
107
M
Macintosh
support 174
maintenance
clean rollers 138, 139
maintenance history
viewing 69
Manage Supplies menu, control
panel 89
material restrictions 180
media
jams 133
misfeeds 132
not feeding 132
troubleshoot 132
memory
information 74
insufficient 95
memory, hard drive 182
menus
summary 81
menus, control panel
Administration 82
Backup/Restore 93
Calibration/Cleaning 94
Display Settings 88
Fax Settings 87
General Settings 83
ENWW

Manage Supplies 89
Network Settings 90
Reports 82
Scan/Digital Send Settings 84
Service 94
Troubleshooting 92
USB Firmware Upgrade 94
mercury product 180
messages
event log, listed numerically
107
numerical list 95
types of 95
misfeeds
troubleshoot 132
model number 76
multiple-page feeds 132
N
Network Settings menu, control
panel 90
networks
HP embedded Jetdirect
configuration page 76
validating gateway addresses
158
O
online support 174
operating environment
specifications 177
order
roller replacement kit 18
ordering
supplies and accessories 164
P
pages count 142
from product document feeder
142, 143
from product flatbed 143
from product send scan 143
reset 142
See also counts
paper
jams 133
misfeeds 132
not feeding 132
troubleshoot 132
paper jams 130

ENWW

parts
order 18
password
Service menu PIN 142
physical specifications 176
pliers, required 11
port configuration information 76
post-service tests 16
power
consumption 176
troubleshooting 62
power LED 70
power-button assembly
reinstalling 38
removing 37
preservice checklist 15
print quality
test 16
problem-solving
e-mail 158
messages, types of 95
R
regulatory statements
environmental product
stewardship program 180
removing
cable 39
control panel 24
control-panel cable 39
DC controller PCA 46
fan assembly 46
flatbed scanner and ADF
assembly 32
formatter 32
interconnect cable 39
interconnect PCA 46
power-button assembly 37
rollers 18
scanner cable 39
separation pad 21
removing parts
cautions for 9
checklists 15
tools, required 11
removing the hard disk drive 26
replacing
parts 9
Reports menu, control panel 82
restore data 16

restore factory settings 145

rollers
clean 138
message setting 139
removing 18
S
save and repair process 16
scan count
since last maintenance 77
Scan/Digital Send Settings menu,
control panel 84
scanner cable
removing 39
scanning strip, clean 135
scanning to e-mail
validating addresses 158
scans
viewing history 69
screwdrivers, required 11
screws
replacing 9
screws, types of 12
security settings information 76
sending to e-mail
validating gateway addresses
158
sensor
ADF hatch 73
flatbed cover 73
multi-pick 73
paper present 72
sensor tests 71, 72
separation pad
removing 21
serial number 143
service
tools, required 11
Service ID
convert to date 143
restore 143
Service menu options 142
Service menu, control panel 94
settings
restore factory 145
setup
Internet Fax 156
LAN fax 156

Index

185

SMTP servers
validating gateway addresses
158
software
software license agreement
170
uninstall and reinstall 134
solve problems 53
specifications
document feeder 176
electrical 176
environmental 177
physical 176
static precautions 10
status
messages, types of 95
status page 70
storage specifications 177
streaks
troubleshoot 133
supplies
ordering 164
support
online 174
T
TCP/IP information 76
technical support
online 174
temperature specifications 177
test
duplex scanning 72
simplex scanning 72
testing
ADF hatch sensor 73
flatbed cover sensor 73
multi-pick sensor 73
paper present sensor 72
sensors 72
tests
post-service 16
print-quality 16
tools, required 11
touch screen, clean 135
troubleshoot
cut-off images 133
jams 133
misfeeds 132
paper not feeding 132

186

Index

stops working 134

streaks 133
troubleshooting 53
checklist 54
configuration page 70
configuration pages for 74
control panel messages,
numerical 95
control-panel checks 67
control-panel diagnostic mode
67
demo page 70
event log 70
event log, use for 106
event-log messages, numerical
list 107
file directory page for 79
firmware 63
flowchart 59
gateway addresses 158
lights, using 70
power 62
process 58
reports and tools 70
status page 70
usage pages for 78
Web services status page for
80
Troubleshooting menu, control
panel 92

W
warranty
customer self repair 173
license 170
warranty date information 143
Web services status page 80
Web sites
customer support 174
Macintosh customer support
174
replacement parts 18, 30
weight, product 176

U
updates, downloading product
159
updating
document feeder kit history 22
upgrading
firmware 28
usage page 78
USB Firmware Upgrade menu,
control panel 94
V
validating gateway addresses
158
version, hardware firmware 76
very low setting
setting 139

ENWW

*L2717-90014*
*L2717-90014*
L2717-90014