HP Color LaserJet Enterprise M455

HP Color LaserJet Managed E45028

HP Color LaserJet Enterprise MFP M480
HP Color LaserJet Managed MFP E47528

Control Panel Messages Document (CPMD)

www.hp.com/support/colorljM455 www.hp.com/support/colorljE45028
www.hp.com/support/colorljM480MFP www.hp.com/support/colorljE47528MFP
 HP Color LaserJet M455, E45028, MFP
M480, E47528 - Control panel messages
document (CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

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Edition 1.6, 01/2023 UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

4 Error-code and control-panel-message troubleshooting overview .............................................................................................................. 4

Error codes (types and structure) .................................................................................................................................................................................... 4

5 How to search for printer documentation.........................................................................................................................................................................7

WISE - How to access and use.............................................................................................................................................................................................7
Accessing WISE...................................................................................................................................................................................................................7
Using WISE to search for error codes..............................................................................................................................................................10
Using WISE to access repair and replace videos for FRUs .............................................................................................................. 12

6 Printer service information .......................................................................................................................................................................................................16

7 Numerical control panel messages .....................................................................................................................................................................................17

10.WX.YZ error messages .....................................................................................................................................................................................................17
10.00.00, 10.01.00, 10.02.00, 10.03.00 Supply problem .............................................................................................................................17
10.0x.0z Supply memory error............................................................................................................................................................................... 20
10.0x.10 or 10.0x.11 or 10.0x.12.....................................................................................................................................................................................24
10.00.30, 10.01.30, 10.02.30 or 10.03.30 Unauthorized <Color> supply ......................................................................................27
10.00.34, 10.01.34, 10.02.34, or 10.03.34, Used supply in use ............................................................................................................. 28
10.00.57, 10.01.57, 10.02.57, 10.03.57 Protected <Color> supply installed................................................................................... 29
10.00.60, 10.01.60, 10.02.60, or 10.03.60, <Supply> low .......................................................................................................................... 29
10.00.69, 10.01.69, 10.02.69, or 10.03.69 <Supply> very low ................................................................................................................ 32
10.00.70, 10.01.70, 10.02.70, 10.03.70 Printing past very low <Color> supply ........................................................................... 34
11.WX.YZ error messages ......................................................................................................................................................................................................37
11.* errors................................................................................................................................................................................................................................37
11.00.01 or 11.00.02 Internal clock error ............................................................................................................................................................37
13.WX.YZ error messages ....................................................................................................................................................................................................38
13.A3.D3 Paper is jam in Tray 3 .............................................................................................................................................................................38
13.B2.D1 Jam in Tray 1 ..................................................................................................................................................................................................46
13.B2.D2 Paper jam in Tray 2 ................................................................................................................................................................................... 59
13.B2.Dz Paper jam in rear door ...........................................................................................................................................................................66
13.B4.yz,13.B5.yz Paper jam in rear door .........................................................................................................................................................74
13.B9.Az ................................................................................................................................................................................................................................. 79
13.B9.Cz .................................................................................................................................................................................................................................83
13.B9.Dz ..................................................................................................................................................................................................................................87
13.D1.Az ................................................................................................................................................................................................................................... 91
13.D1.Dz .................................................................................................................................................................................................................................. 95
13.D3.Az .................................................................................................................................................................................................................................99
13.D3.Dz ...............................................................................................................................................................................................................................105

iii
 20.WX.YZ error messages ..................................................................................................................................................................................................110
20.* errors ............................................................................................................................................................................................................................110
20.00.00 Insufficient memory <device>........................................................................................................................................................110
21.WX.YZ error messages ...................................................................................................................................................................................................110
21.* errors .............................................................................................................................................................................................................................110
30.WX.YZ error messages .................................................................................................................................................................................................. 111
30.01.08 Home position error................................................................................................................................................................................. 111
30.01.14 Scan system EEPROM error............................................................................................................................................................... 112
30.01.41 Scanner error................................................................................................................................................................................................ 113
30.01.43 Scanner error............................................................................................................................................................................................... 115
30.01.44 Scanner error...............................................................................................................................................................................................116
30.01.46 Scanner error ...............................................................................................................................................................................................117
30.03.14 Scanner error...............................................................................................................................................................................................119
30.03.20 Scanner error ............................................................................................................................................................................................120
30.03.22 Scanner failure........................................................................................................................................................................................... 121
30.03.23 Scanner failure.......................................................................................................................................................................................... 122
30.03.30 Scanner Failure .........................................................................................................................................................................................124
30.03.45 Scanner Error To continue turn off then on ........................................................................................................................ 125
31.WX.YZ error messages .................................................................................................................................................................................................. 126
31.01.47 Document feeder not detected....................................................................................................................................................... 126
31.03.14 Backside scanner EEPROM error...................................................................................................................................................127
31.03.20 backside scanner not detected..................................................................................................................................................... 128
31.03.22 Scanner calibration failure................................................................................................................................................................ 129
31.03.31 Document feeder motor stall ............................................................................................................................................................ 131
31.13.01 Document feeder pick error............................................................................................................................................................... 132
31.13.02 Jam in document feeder ......................................................................................................................................................................140
32.WX.YZ error messages ................................................................................................................................................................................................. 149
32.* errors ........................................................................................................................................................................................................................... 149
32.08.A1, 32.08.A2, 32.08.A3 .................................................................................................................................................................................150
32.1C.05 ...............................................................................................................................................................................................................................150
32.1C.06 (event code)..................................................................................................................................................................................................150
32.1C.07 (event code) ..................................................................................................................................................................................................150
32.1C.08 (event code)..................................................................................................................................................................................................150
32.1C.09 (event code)................................................................................................................................................................................................... 151
32.1C.0A (event code) .................................................................................................................................................................................................. 151
32.1C.0D (event code).................................................................................................................................................................................................. 151
32.1C.11 (event code) .................................................................................................................................................................................................... 151
32.1C.13, 32.1C.14 .............................................................................................................................................................................................................. 151
32.1C.15 ................................................................................................................................................................................................................................. 152
32.1C.2E ................................................................................................................................................................................................................................ 152
32.1C.2F ................................................................................................................................................................................................................................ 152
32.1C.40 ............................................................................................................................................................................................................................... 152
32.1C.41 ................................................................................................................................................................................................................................. 152
32.1C.42 ................................................................................................................................................................................................................................ 152
32.1C.43 ................................................................................................................................................................................................................................153
32.1C.44 ................................................................................................................................................................................................................................153
32.1C.45 ................................................................................................................................................................................................................................153
32.1C.46 ................................................................................................................................................................................................................................153

iv
 32.1C.47 ................................................................................................................................................................................................................................153
32.1C.48 ................................................................................................................................................................................................................................154
32.1C.49 ................................................................................................................................................................................................................................154
32.1C.4A ...............................................................................................................................................................................................................................154
32.1C.56 ...............................................................................................................................................................................................................................154
32.1C.57 ................................................................................................................................................................................................................................154
32.1C.58 ............................................................................................................................................................................................................................... 155
32.1C.60 ............................................................................................................................................................................................................................... 155
32.1C.61 ................................................................................................................................................................................................................................. 155
32.1C.62 ................................................................................................................................................................................................................................ 155
32.1C.68 ............................................................................................................................................................................................................................... 155
32.1C.69 ................................................................................................................................................................................................................................ 155
32.1C.6A ...............................................................................................................................................................................................................................156
32.1C.6D ...............................................................................................................................................................................................................................156
33.WX.YZ error messages .................................................................................................................................................................................................156
33.* errors...........................................................................................................................................................................................................................156
33.01.xx ................................................................................................................................................................................................................................156
33.02.01 Used board/disk installed ...................................................................................................................................................................157
33.03.02 ................................................................................................................................................................................................................................157
33.03.03 Incompatible formatter installed ................................................................................................................................................158
33.04.05................................................................................................................................................................................................................................158
33.05.0z SureStart errors ......................................................................................................................................................................................160
33.05.1x Whitelisting errors .................................................................................................................................................................................... 161
33.05.2x Intrusion detection errors ................................................................................................................................................................. 161
33.05.5z Intrusion detection errors ................................................................................................................................................................ 162
40.WX.YZ error messages .................................................................................................................................................................................................163
40.* errors...........................................................................................................................................................................................................................163
40.00.01 USB I/O buffer overflow To continue, touch “OK” .............................................................................................................163
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................................164
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .............................................................................................................164
40.00.04 EIO <x> bad transmission To continue, touch “OK” ........................................................................................................164
40.00.05 Embedded I/O bad transmission To continue, touch “OK” .......................................................................................164
40.08.0x USB storage accessory removed ..............................................................................................................................................164
41.WX.YZ error messages ..................................................................................................................................................................................................165
41.* errors ............................................................................................................................................................................................................................165
41.01.YZ error.....................................................................................................................................................................................................................165
41.02.00 Error ....................................................................................................................................................................................................................167
41.03.01, 41.03.A1, 41.03.B1, 41.03.C1 Error......................................................................................................................................................168
41.03.02, 41.03.A2, 41.03.B2, 41.03.C2 Error ..................................................................................................................................................169
41.03.03, 41.03.A3, 41.03.B3, 41.03.C3 Error....................................................................................................................................................171
41.03.FZ Unknown Misprint Error ........................................................................................................................................................................173
41.04.YZ Printer Error ...................................................................................................................................................................................................174
42.WX.YZ error messages ..................................................................................................................................................................................................176
42.XX.YZ ................................................................................................................................................................................................................................176
42.B0.01 or 42.B0.02 .....................................................................................................................................................................................................177
44.WX.YZ error messages ..................................................................................................................................................................................................178
44.* errors............................................................................................................................................................................................................................178

v
 44.01.xx Error Event log message .....................................................................................................................................................................178
44.02.xx Error Event log message (Multifunction product only.)................................................................................................. 179
44.03.xx Error Event log message ................................................................................................................................................................... 179
44.04.xx Error Event log message (Multifunction product only.) ................................................................................................ 179
44.05.xx Error Event log message (Multifunction product only.) ................................................................................................ 179
44.07.xx Error Event log message (Multifunction product only.) .................................................................................................180
44.08.xx Error Event log message (Multifunction product only.) ................................................................................................180
44.10.xx Error Event log message (Multifunction product only.)..................................................................................................180
44.11.0E Error Event log message (Multifunction product only.)..................................................................................................180
44.11.xx Error Event log message (Multifunction product only.)...................................................................................................180
44.12.0E Error Event log message (Multifunction product only.)..................................................................................................181
44.12.xx Error Event log message (Multifunction product only.)...................................................................................................181
44.16.01 Error Event log message (Multifunction product only.)...................................................................................................181
44.16.02 Error Event log message (Multifunction product only.)..................................................................................................181
44.16.03 Error Event log message (Multifunction product only.)................................................................................................. 182
44.16.04 Error Event log message (Multifunction product only.)................................................................................................. 182
44.16.05 Error Event log message (Multifunction product only.)................................................................................................. 182
44.16.06 Error Event log message (Multifunction product only.)................................................................................................. 182
44.16.07 Error Event log message (Multifunction product only.)..................................................................................................183
44.16.08 Error Event log message (Multifunction product only.).................................................................................................183
44.16.09 Error Event log message (Multifunction product only.).................................................................................................183
44.16.0A Error Event log message (Multifunction product only.) ................................................................................................183
44.16.0B Error Event log message (Multifunction product only.) ................................................................................................184
44.16.0D Error Event log message (Multifunction product only.) ................................................................................................184
44.16.0E Error Event log message (Multifunction product only.).................................................................................................184
44.16.0F Error Event log message (Multifunction product only.).................................................................................................184
44.16.10 Error Event log message (Multifunction product only.) ..................................................................................................185
44.16.FF Error Event log message (Multifunction product only.) .................................................................................................185
44.34.xx Error Event log message ....................................................................................................................................................................185
44.34.03 Fax Modem Failure ................................................................................................................................................................................185
44.34.E5 Fax Modem Failure ................................................................................................................................................................................186
44.92.YZ Error Event log message ....................................................................................................................................................................187
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ..........................................................................................................................187
47.WX.YZ error messages...................................................................................................................................................................................................187
47.* errors.............................................................................................................................................................................................................................187
47.00.xx ................................................................................................................................................................................................................................188
47.01.xx .................................................................................................................................................................................................................................188
47.02.xx ................................................................................................................................................................................................................................189
47.03.xx ................................................................................................................................................................................................................................189
47.04.xx ................................................................................................................................................................................................................................190
47.05.xx ................................................................................................................................................................................................................................190
47.06.xx .................................................................................................................................................................................................................................191
48.WX.YZ error messages..................................................................................................................................................................................................191
48.* errors............................................................................................................................................................................................................................191
49.WX.YZ error messages ................................................................................................................................................................................................. 192
49.XX.YY Error To continue turn off then on .............................................................................................................................................. 192
50.WX.YZ error messages .................................................................................................................................................................................................193
50.* errors...........................................................................................................................................................................................................................193

vi
 50.1x.yz .................................................................................................................................................................................................................................194
50.2x.yz ................................................................................................................................................................................................................................195
50.3x.yz ................................................................................................................................................................................................................................196
50.4x.yz ................................................................................................................................................................................................................................198
50.6x.yz ................................................................................................................................................................................................................................199
50.7x.yz ................................................................................................................................................................................................................................200
50.8x.yz ...............................................................................................................................................................................................................................204
50.9x.yz ...............................................................................................................................................................................................................................206
50.Ax.yz ...............................................................................................................................................................................................................................207
50.Bx.yz ...............................................................................................................................................................................................................................209
51.WX.YZ error messages ..................................................................................................................................................................................................210
51.* errors ............................................................................................................................................................................................................................210
51.00.10 ................................................................................................................................................................................................................................... 211
52.WX.YZ error messages ................................................................................................................................................................................................. 212
52.* errors ........................................................................................................................................................................................................................... 212
52.XX.00............................................................................................................................................................................................................................... 212
53.WX.YZ error messages ................................................................................................................................................................................................. 213
53.A0.y0 ............................................................................................................................................................................................................................... 213
53.A0.y1 ................................................................................................................................................................................................................................ 214
53.A1.y0 Enter error message ............................................................................................................................................................................. 214
53.A1.y1.................................................................................................................................................................................................................................. 215
53.A2.y0 ............................................................................................................................................................................................................................... 216
53.A2.y1 .................................................................................................................................................................................................................................217
53.B0.0z.................................................................................................................................................................................................................................217
53.B1.0z ............................................................................................................................................................................................................................... 218
53.B2.0z ............................................................................................................................................................................................................................... 218
53.B3.0z .............................................................................................................................................................................................................................. 219
53.C1.0z Tray "Z" size mismatch. ........................................................................................................................................................................ 219
54.WX.YZ error messages ................................................................................................................................................................................................ 220
54.* errors.......................................................................................................................................................................................................................... 220
54.00.01 ............................................................................................................................................................................................................................... 221
54.00.06, 54.00.18, 54.00.19 ................................................................................................................................................................................... 222
54.14.00 ............................................................................................................................................................................................................................... 223
54.00.15, 54.01.15, 54.02.15, or 54.03.15 ........................................................................................................................................................... 223
54.0x.0B, 54.0x.0C, 54.0x.0D, or 54.0x.0E (Event log only) ................................................................................................................224
54.05.07 or 54.06.07 or 54.07.07 or 54.08.07 ............................................................................................................................................. 225
54.21.00 .............................................................................................................................................................................................................................. 226
54.0B.yz Event log only .............................................................................................................................................................................................227
54.0C.0z or 54.0D.0z ................................................................................................................................................................................................. 228
54.0F.00, 54.0F.01, 54.0F.02, or 54.0F.03 Event log only ..................................................................................................................... 229
55.WX.YZ error messages ................................................................................................................................................................................................230
55.* errors..........................................................................................................................................................................................................................230
55.00.00, 55.01.00, 55.30.00 or 55.40.00 ...................................................................................................................................................... 231
55.00.05 Engine Firmware RFU Error ............................................................................................................................................................ 232
55.01.06 or 55.02.06 ................................................................................................................................................................................................... 233
56.WX.YZ error messages ................................................................................................................................................................................................ 234
56.* errors.......................................................................................................................................................................................................................... 234

vii
 56.01.00 .............................................................................................................................................................................................................................. 234
57.WX.YZ error messages................................................................................................................................................................................................. 235
57.* errors........................................................................................................................................................................................................................... 235
57.00.01 Fan failure ..................................................................................................................................................................................................... 235
57.00.01 Fan failure ..................................................................................................................................................................................................... 236
58.WX.YZ error messages................................................................................................................................................................................................ 236
58.* errors.......................................................................................................................................................................................................................... 236
58.04.00 ..............................................................................................................................................................................................................................237
59.WX.YZ error messages ................................................................................................................................................................................................ 239
59.* errors .......................................................................................................................................................................................................................... 239
59.03.00 or 59.04.00 Fuser error ..................................................................................................................................................................... 239
59.09.00 or 59.0A.00 ................................................................................................................................................................................................. 240
59.00.F0 ................................................................................................................................................................................................................................241
59.5x.00 or 59.6x.00 ...................................................................................................................................................................................................242
59.0x.70 or 59.0x.80 ....................................................................................................................................................................................................243
60.WX.YZ error messages.................................................................................................................................................................................................244
60.* errors...........................................................................................................................................................................................................................244
60.00.02................................................................................................................................................................................................................................245
60.00.03 .............................................................................................................................................................................................................................. 246
62.WX.YZ error messages ................................................................................................................................................................................................. 247
62.00.00 To continue turn off then on. ........................................................................................................................................................... 247
70.WX.YZ error messages.................................................................................................................................................................................................. 247
70.* errors............................................................................................................................................................................................................................ 247
80.WX.YZ, 81.WX.YZ error messages......................................................................................................................................................................... 248
80.* errors.......................................................................................................................................................................................................................... 248
80.0X.YY Embedded Jetdirect Error...............................................................................................................................................................250
81.09.00 Error.................................................................................................................................................................................................................. 252
82.WX.YZ error messages ................................................................................................................................................................................................ 253
82.* errors.......................................................................................................................................................................................................................... 253
82.73.46, 82.73.47 .......................................................................................................................................................................................................... 255
98.WX.YZ error messages................................................................................................................................................................................................ 256
98.* errors.......................................................................................................................................................................................................................... 256
98.00.01 or 98.01.00 Corrupt data in firmware volume .....................................................................................................................257
98.00.02 Corrupt data in the solutions volume ......................................................................................................................................257
98.00.03 Corrupt data in the configuration volume .......................................................................................................................... 258
98.00.04 Corrupt data in the job data volume ....................................................................................................................................... 258
99.WX.YZ error messages ................................................................................................................................................................................................ 259
99.* errors.......................................................................................................................................................................................................................... 259
99.00.01 Upgrade not performed file is corrupt ................................................................................................................................... 259
99.00.02 Upgrade not performed timeout during receive ............................................................................................................260
99.00.03 Upgrade not performed error writing to disk ....................................................................................................................260
99.00.04 Upgrade not performed timeout during receive ............................................................................................................. 261
99.00.05 Upgrade not performed timeout during receive ............................................................................................................. 261
99.00.06 Upgrade not performed error reading upgrade ............................................................................................................. 262
99.00.07 Upgrade not performed error reading upgrade .............................................................................................................. 263
99.00.08 Upgrade not performed error reading upgrade ............................................................................................................. 263

viii
 99.00.10 Upgrade canceled by user .............................................................................................................................................................. 264
99.00.11 Upgrade canceled by user ................................................................................................................................................................ 264
99.00.12 Upgrade not performed the file is invalid .............................................................................................................................. 264
99.00.13 Upgrade not performed the file is invalid .............................................................................................................................. 265
99.00.14 Upgrade not performed the file is invalid .............................................................................................................................. 265
99.00.2x .............................................................................................................................................................................................................................. 265
99.01.xx ...............................................................................................................................................................................................................................266
99.02.01 ...............................................................................................................................................................................................................................266
99.02.09 ...............................................................................................................................................................................................................................267
99.09.61 Unsupported disk ....................................................................................................................................................................................267
99.09.62 Unknown disk ............................................................................................................................................................................................267
99.09.63 Incorrect disk ...........................................................................................................................................................................................268
99.09.65 Disk data error ........................................................................................................................................................................................268

8 Alphabetical control panel messages .......................................................................................................................................................................... 269

Alphabetical messages ..................................................................................................................................................................................................... 269
Canceling...<jobname> ............................................................................................................................................................................................ 269
Wrong cartridges in slot ........................................................................................................................................................................................ 269
Cartridge Memory Error......................................................................................................................................................................................... 269
Cartridge Memory Missing ...................................................................................................................................................................................272
Checking engine ...........................................................................................................................................................................................................276
Checking paper path ................................................................................................................................................................................................276
Cleaning .............................................................................................................................................................................................................................276
Close the cartridge access door .....................................................................................................................................................................276
<Color> cartridge low................................................................................................................................................................................................278
<Color> cartridge very low ....................................................................................................................................................................................278
Cooling device ...............................................................................................................................................................................................................279
Data received To print last page press “OK” ............................................................................................................................................279
Device error. Press [OK] to continue...............................................................................................................................................................279
Device is busy. Tray again later...........................................................................................................................................................................279
Document feeder jam. Clear and reload....................................................................................................................................................280
Document feeder miss-pick. reload...............................................................................................................................................................288
Fax is busy. Canceled send ...................................................................................................................................................................................297
Fax line surge...................................................................................................................................................................................................................297
Fax receive error ...........................................................................................................................................................................................................297
Fax send error................................................................................................................................................................................................................298
Fax storage is full. Canceling the fax send/receive............................................................................................................................299
Genuine HP cartridge installed ........................................................................................................................................................................299
Genuine HP supply installed ...............................................................................................................................................................................299
Incompatible supplies .............................................................................................................................................................................................299
Incompatible <Supply> ...........................................................................................................................................................................................299
Initializing... .......................................................................................................................................................................................................................300
Insert or close Tray <X> to continue...............................................................................................................................................................300
Install <color> cartridge..........................................................................................................................................................................................300
Jam in output bin. Open rear door and clear jam.................................................................................................................................300
Jam in print paper path. Open rear door and clear jam...................................................................................................................301
Jam in Tray 1. Clear the jam, and then press "OK". ...............................................................................................................................306
Jam in Tray 2. Clear the jam, and then press "OK". ...............................................................................................................................318
Jam in Tray 3. Clear the jam, and then press "OK". .............................................................................................................................. 326

ix
 Load Tray <X>: [Type], [Size] To use another tray, press “OK” .......................................................................................................333
Manually feed output stack Then touch "OK" to print second side .......................................................................................333
Manually feed: <Type><Size> .............................................................................................................................................................................334
Misprint. Press [OK] to continue........................................................................................................................................................................334
No Dial tone......................................................................................................................................................................................................................334
No Fax detected............................................................................................................................................................................................................335
No job to cancel ...........................................................................................................................................................................................................335
NON HP Supply Installed .......................................................................................................................................................................................335
Printer out of memory, job too big ...................................................................................................................................................................336
Output Bin Full ...............................................................................................................................................................................................................336
Paused… ..............................................................................................................................................................................................................................337
Printing Configuration... ...........................................................................................................................................................................................337
Printing engine test... .................................................................................................................................................................................................337
Printing Event Log... .....................................................................................................................................................................................................337
Printing File Directory... ............................................................................................................................................................................................337
Printing Font List... ........................................................................................................................................................................................................337
Printing Help Page... ...................................................................................................................................................................................................338
Printing Menu Map... ..................................................................................................................................................................................................338
Printing Supplies Status Page... ........................................................................................................................................................................338
Printing Usage Page... ..............................................................................................................................................................................................338
Power Failure Recovery...........................................................................................................................................................................................338
Power supply malfunction. ...................................................................................................................................................................................339
Protected <COLOR> cartridge...........................................................................................................................................................................339
Ready ...................................................................................................................................................................................................................................339
Ready <IP Address> ..................................................................................................................................................................................................339
Rear door open..............................................................................................................................................................................................................339
Replace Supplies ......................................................................................................................................................................................................... 341
Restore Factory Settings ....................................................................................................................................................................................... 341
Supplies low .................................................................................................................................................................................................................... 342
Supply memory warning ........................................................................................................................................................................................ 342
Tray <X> empty: [Type], [Size] .............................................................................................................................................................................. 342
Tray <X> lifting error................................................................................................................................................................................................... 342
Tray <X> Overfilled......................................................................................................................................................................................................343
Type mismatch Tray <x> .........................................................................................................................................................................................343
Used or Counterfeit in Use ...................................................................................................................................................................................343
Used supply installed To continue, touch “OK” OR Used supply in use ................................................................................343
Waiting for tray <x> to lift ......................................................................................................................................................................................344

Index.............................................................................................................................................................................................................................................................345

x
1 Document last updated

The following is the last time this document was updated:

Last update: January 15, 2023

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

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

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

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

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

TIP: Save Product Detail page URL

location in favorites

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

● Web-based: Most up-to-date

information available

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

● Use when a printable document is

needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use the

Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

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

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

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

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

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

Control-panel message types 3

 4 Error-code and control-panel-message
troubleshooting overview

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

Error codes (types and structure)

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

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

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

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

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

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

Table 4-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

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

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

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

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

when trying to process job.

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

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

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

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

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

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

accessory error.

4 Chapter 4 Error-code and control-panel-message troubleshooting overview

Table 4-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

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

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

System Manager, or other component.

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

component.

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

Web Kit (communications log).

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

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

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

pipeline error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

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

Print bar (PageWide) PageWide print system error.

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

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

Error codes (types and structure) 5

 Table 4-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

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

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

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

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

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

(engine or accessory), or disk error.

6 Chapter 4 Error-code and control-panel-message troubleshooting overview

5 How to search for printer documentation

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

These portals are on WISE for Channel (please see Accessing WISE for HP channel partners (HP Partner
Portal) on page 7 below for instructions on how to navigate to the site) and WISE . WISE for Channel is
available to HP channel partners and WISE is available to call agents, service technicians, and other HP
internal users. The level of detail available will depend on your access credentials. To learn how to find
support content in WISE, watch the video here.

WISE - How to access and use

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

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

Accessing WISE for HP channel partners (HP Partner Portal)

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

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

1. Open the HP Partner First Portal located at https://partner.hp.com.

How to search for printer documentation 7

 2. Select the Services & Support tab, and then select Technical Support.

3. Select Technical Documentation.

4. You will be taken to the WISE portal.

8 Chapter 5 How to search for printer documentation

 Play the video:

View a video of how to access WISE (HP channel partners)

Accessing WISE for internal HP users

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

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

2. Select Commercial from the drop-down menu.

3. You will be taken to the WISE homepage.

AMS

● https://support.hp.com/wise/home/ams-en

● https://support.hp.com/wise/home/ams-es

● https://support.hp.com/wise/home/ams-pt

● https://support.hp.com/wise/home/ams-fr

APJ

● https://support.hp.com/wise/home/apj-en

● https://support.hp.com/wise/home/apj-ja

● https://support.hp.com/wise/home/apj-ko

● https://support.hp.com/wise/home/apj-zh-Hans

● https://support.hp.com/wise/home/apj-zh-Hant

Accessing WISE for internal HP users 9

 ● https://support.hp.com/wise/home/apj-th

EMEA

● https://support.hp.com/wise/home/emea-en

Play the video:

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

Using WISE to search for error codes

Learn how to use WISE to look up error codes.

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

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

Search for error codes using the lookup widget

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

1. Select Products in the navigation bar of the WISE portal home page.

2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers >
Type of Printer > Model Group > Model Number > Bundle Option > Product Number, and then select
Launch Product Detail Page. The PDP page will open.

10 Chapter 5 How to search for printer documentation

 3. Enter the error code in the widget in the Error Code Lookup area at the bottom-right of the screen
and click the search icon or press the Enter button.

4. Select the desired topic from the search results.

Search for error codes from the WISE home page

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

Search for error codes from the WISE home page 11

 1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.

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

2. Enter the error code in the search field.

3. Select the desired topic from the search results.

Using WISE to access repair and replace videos for FRUs

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

12 Chapter 5 How to search for printer documentation

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

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

Search for a printer's Product Detail Page (PDP)

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

1. Select Products in the navigation bar of the WISE portal home page.

2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers >
Type of Printer > Model Group > Model Number > Bundle Option > Product Number, and then select
Launch Product Detail Page. The PDP page will open.

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

Search for a printer's Product Detail Page (PDP) 13

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

Play the video:

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

Perform a model number search using the search function

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

1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.

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

2. Click the search icon to the right.

14 Chapter 5 How to search for printer documentation

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

TIP: To refine video search results, append a part name to the model detail shown in the search
bar. For example, adding the word fuser to the detail in the search bar will return videos related to
repair and replacement of the fuser.

Play the video:

View a video of how to perform a model number search

Perform a model number search using the search function 15

 6 Printer service information

Last update: January 15, 2023

Service mode PIN number:

M455, M480, E45028, E47528: 06045520

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

16 Chapter 6 Printer service information

7 Numerical control panel messages

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

10.WX.YZ error messages

10.00.00, 10.01.00, 10.02.00, 10.03.00 Supply problem
The indicated supplies are not communicating correctly with the printer.

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

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

● 10.00.00 Black toner cartridge

● 10.01.00 Cyan toner cartridge

● 10.02.00 Magenta toner cartridge

● 10.03.00 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Reinstall the toner cartridge.

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

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

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

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

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

Numerical control panel messages 17

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

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

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

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

18 Chapter 7 Numerical control panel messages

Table 7-1 Toner cartridge part details

Part Number Description Region

W2020A HP 414A Black LaserJet Toner ROW

Cartridge

W2021A HP 414A Cyan LaserJet Toner ROW

Cartridge

W2022A HP 414A Yellow LaserJet Toner ROW

Cartridge

W2023A HP 414A Magenta LaserJet Toner ROW

Cartridge

W2020X HP 414X Black LaserJet Toner ROW

Cartridge

W2021X HP 414X Cyan LaserJet Toner ROW

Cartridge

W2022X HP 414X Yellow LaserJet Toner ROW

Cartridge

W2023X HP 414X Magenta LaserJet Toner ROW

Cartridge

W2030A HP 415A Black LaserJet Toner EMEA

Cartridge

W2031A HP 415A Cyan LaserJet Toner EMEA

Cartridge

W2032A HP 415A Yellow LaserJet Toner EMEA

Cartridge

W2033A HP 415A Magenta LaserJet Toner EMEA

Cartridge

W2030X HP 415X Black LaserJet Toner EMEA

Cartridge

W2031X HP 415X Cyan LaserJet Toner EMEA

Cartridge

W2032X HP 415X Yellow LaserJet Toner EMEA

Cartridge

W2033X HP 415X Magenta LaserJet Toner EMEA

Cartridge

W2040A HP 416A Black LaserJet Toner APJ

Cartridge

W2041A HP 416A Cyan LaserJet Toner APJ

Cartridge

W2042A HP 416A Yellow LaserJet Toner APJ

Cartridge

W2043A HP 416A Magenta LaserJet Toner APJ

Cartridge

W2040X HP 416X Black LaserJet Toner APJ

Cartridge

W2041X HP 416X Cyan LaserJet Toner APJ

Cartridge

Recommended action for call-center agents and onsite technicians 19

 Table 7-1 Toner cartridge part details (continued)

Part Number Description Region

W2042X HP 416X Yellow LaserJet Toner APJ

Cartridge

W2043X HP 416X Magenta LaserJet Toner APJ

Cartridge

6. Download the following firmware version for your printer model from HP Support: 002.2118A

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

8. On the Configuration Page, make sure that the firmware version installed is 002.2118A.

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

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

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

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

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

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

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

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

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

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

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

iv. Was the cartridge used in multiple printers?

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

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

10.0x.0z Supply memory error

The indicated supplies are not communicating correctly with the printer.

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

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

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

10.0x.0z

20 Chapter 7 Numerical control panel messages

 x = Toner cartridge color.

● 0 - Black toner cartridge

● 1 - Cyan toner cartridge

● 2 - Magenta toner cartridge

● 3 - Yellow toner cartridge

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

Examples:

● 10.00.01, 10.00.02, 10.00.05 Black toner cartridge

● 10.01.02, 10.01.03, 10.01.07 Cyan toner cartridge

● 10.02.02, 10.02.05, 10.02.06 Magenta toner cartridge

● 10.03.03, 10.03.05, 10.03.08 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

cartridge to the vendor where purchased.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 21

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

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

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

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

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

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

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

Table 7-2 Toner cartridge part details

Part Number Description Region

W2020A HP 414A Black LaserJet Toner ROW

Cartridge

W2021A HP 414A Cyan LaserJet Toner ROW

Cartridge

W2022A HP 414A Yellow LaserJet Toner ROW

Cartridge

W2023A HP 414A Magenta LaserJet Toner ROW

Cartridge

22 Chapter 7 Numerical control panel messages

 Table 7-2 Toner cartridge part details (continued)

Part Number Description Region

W2020X HP 414X Black LaserJet Toner ROW

Cartridge

W2021X HP 414X Cyan LaserJet Toner ROW

Cartridge

W2022X HP 414X Yellow LaserJet Toner ROW

Cartridge

W2023X HP 414X Magenta LaserJet Toner ROW

Cartridge

W2030A HP 415A Black LaserJet Toner EMEA

Cartridge

W2031A HP 415A Cyan LaserJet Toner EMEA

Cartridge

W2032A HP 415A Yellow LaserJet Toner EMEA

Cartridge

W2033A HP 415A Magenta LaserJet Toner EMEA

Cartridge

W2030X HP 415X Black LaserJet Toner EMEA

Cartridge

W2031X HP 415X Cyan LaserJet Toner EMEA

Cartridge

W2032X HP 415X Yellow LaserJet Toner EMEA

Cartridge

W2033X HP 415X Magenta LaserJet Toner EMEA

Cartridge

W2040A HP 416A Black LaserJet Toner APJ

Cartridge

W2041A HP 416A Cyan LaserJet Toner APJ

Cartridge

W2042A HP 416A Yellow LaserJet Toner APJ

Cartridge

W2043A HP 416A Magenta LaserJet Toner APJ

Cartridge

W2040X HP 416X Black LaserJet Toner APJ

Cartridge

W2041X HP 416X Cyan LaserJet Toner APJ

Cartridge

W2042X HP 416X Yellow LaserJet Toner APJ

Cartridge

W2043X HP 416X Magenta LaserJet Toner APJ

Cartridge

6. Download the following firmware version for your printer model from HP Support: 002.2118A

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

8. On the Configuration Page, make sure that the firmware version installed is 002.2118A.

Recommended action for call-center agents and onsite technicians 23

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

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

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

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

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

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

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

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

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

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

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

iv. Was the cartridge used in multiple printers?

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

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

10.0x.10 or 10.0x.11 or 10.0x.12

Toner cartridge supply memory error.

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

● 10.00.10 or 10.00.11 or 10.00.12 Black toner cartridge

● 10.01.10 or 10.01.11 or 10.01.12 Cyan toner cartridge

● 10.02.10 or 10.02.11 or 10.02.12 Magenta toner cartridge

● 10.03.10 or 10.03.11 or 10.03.12 Yellow toner cartridge

IMPORTANT: The cause of this issue can be related to a firmware defect.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Reinstall the toner cartridge.

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

24 Chapter 7 Numerical control panel messages

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

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

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

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

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

cartridge to the vendor where purchased.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

Recommended action for call-center agents and onsite technicians 25

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

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

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

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

Table 7-3 Toner cartridge part details

Part Number Description Region

W2020A HP 414A Black LaserJet Toner ROW

Cartridge

W2021A HP 414A Cyan LaserJet Toner ROW

Cartridge

W2022A HP 414A Yellow LaserJet Toner ROW

Cartridge

W2023A HP 414A Magenta LaserJet Toner ROW

Cartridge

W2020X HP 414X Black LaserJet Toner ROW

Cartridge

W2021X HP 414X Cyan LaserJet Toner ROW

Cartridge

W2022X HP 414X Yellow LaserJet Toner ROW

Cartridge

W2023X HP 414X Magenta LaserJet Toner ROW

Cartridge

W2030A HP 415A Black LaserJet Toner EMEA

Cartridge

W2031A HP 415A Cyan LaserJet Toner EMEA

Cartridge

W2032A HP 415A Yellow LaserJet Toner EMEA

Cartridge

W2033A HP 415A Magenta LaserJet Toner EMEA

Cartridge

W2030X HP 415X Black LaserJet Toner EMEA

Cartridge

W2031X HP 415X Cyan LaserJet Toner EMEA

Cartridge

W2032X HP 415X Yellow LaserJet Toner EMEA

Cartridge

W2033X HP 415X Magenta LaserJet Toner EMEA

Cartridge

W2040A HP 416A Black LaserJet Toner APJ

Cartridge

26 Chapter 7 Numerical control panel messages

 Table 7-3 Toner cartridge part details (continued)

Part Number Description Region

W2041A HP 416A Cyan LaserJet Toner APJ

Cartridge

W2042A HP 416A Yellow LaserJet Toner APJ

Cartridge

W2043A HP 416A Magenta LaserJet Toner APJ

Cartridge

W2040X HP 416X Black LaserJet Toner APJ

Cartridge

W2041X HP 416X Cyan LaserJet Toner APJ

Cartridge

W2042X HP 416X Yellow LaserJet Toner APJ

Cartridge

W2043X HP 416X Magenta LaserJet Toner APJ

Cartridge

6. Download the following firmware version for your printer model from HP Support: 002.2118A

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

8. On the Configuration Page, make sure that the firmware version installed is 002.2118A.

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

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

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

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

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

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

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

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

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

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

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

iv. Was the cartridge used in multiple printers?

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

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

10.00.30, 10.01.30, 10.02.30 or 10.03.30 Unauthorized <Color> supply

A used or non-HP toner cartridge has been detected while Cartridge Policy is set to Authorized HP.

10.00.30, 10.01.30, 10.02.30 or 10.03.30 Unauthorized <Color> supply 27

 Unauthorized Cartridge (Admin configures printer to only accept HP cartridges).

● 10.00.30 Black toner cartridge

● 10.01.30 Cyan toner cartridge

● 10.02.30 Magenta toner cartridge

● 10.03.30 Yellow toner cartridge

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Install a genuine HP toner cartridge in the corresponding slot.

2. If a genuine HP toner cartridge is installed, validate the authenticity of your cartridges, go to

hp.com/go/anticounterfeit or visit hp.com/go/ok and enter the serial number from the security
label.

3. If the error persists, and it is a genuine HP toner cartridge, contact HP customer care by phone for
assistance in resolving the issue. Use the following link to contact the correct support center by
region.

Recommended action onsite technician

Follow these troubleshooting steps in the order presented.

1. If the user is the administrator and no longer wants the setting to be configured, change the
Cartridge Policy to Off or replace the cartridge to continue printing.

2. Install a genuine HP toner cartridge in the corresponding slot.

3. If a genuine HP toner cartridge is installed, validate the authenticity of your cartridges, go to

hp.com/go/anticounterfeit or visit hp.com/go/ok and enter the serial number from the security
label.

4. If the error persists, and it is a genuine HP toner cartridge, replace the toner cartridge.

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

IMPORTANT: See the AGENT troubleshooting steps for part numbers:

Ensure you select the correct model and toner cartridge from the below tables.

5. If the error persists with a new toner cartridge, elevate the case using your Standard Support
Process.

10.00.34, 10.01.34, 10.02.34, or 10.03.34, Used supply in use

The toner cartridge is used.

● 10.00.34 (event code) Black toner cartridge

● 10.01.34 (event code) Cyan toner cartridge

● 10.02.34 (event code) Magenta toner cartridge

28 Chapter 7 Numerical control panel messages

 ● 10.03.34 (event code) Yellow toner cartridge

Recommended action
Follow these troubleshooting steps in the order presented.

■ If you believe this is a genuine HP supply, go to www.hp.com/go/anticounterfeit.

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

10.00.57, 10.01.57, 10.02.57, 10.03.57 Protected <Color> supply

installed
A protected toner cartridge is installed.

The printer indicates when the supplies in use are protected for anti-theft.

● 10.00.57 Black toner cartridge

● 10.01.57 Cyan toner cartridge

● 10.02.57 Magenta toner cartridge

● 10.03.57 Yellow toner cartridge

Recommended action
There is no action needed for this message.

■ No action necessary.

10.00.60, 10.01.60, 10.02.60, or 10.03.60, <Supply> low

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

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

● 10.00.60 Black toner cartridge (event code)

● 10.01.60 Cyan toner cartridge (event code)

● 10.02.60 Magenta toner cartridge (event code)

● 10.03.60 Yellow toner cartridge (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

Recommended action 29
 Table 7-4 Toner Cartridges

Item Description Part number (service) Product number

(new)

Toner cartridge HP 414A Black Original W2020-67901 W2020A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Black W2020-67902 W2020X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2020-67903 W2020XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Cyan Original LaserJet W2021-67901 W2021A

Toner Cartridge

Toner cartridge HP 414X High Yield Cyan W2021-67902 W2021X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2021-67903 W2021XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Yellow Original W2022-67901 W2022A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Yellow W2022-67902 W2022X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2022-67903 W2022XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Magenta Original W2023-67901 W2023A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Magenta W2023-67902 W2023X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2023-67903 W2023XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 415A Black Original W2030-67901 W2030A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Black W2030-67902 W2030X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2030-67903 W2030XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Cyan Original LaserJet W2031-67901 W2031A

Toner Cartridge

Toner cartridge HP 415X High Yield Cyan W2031-67902 W2031X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2031-67903 W2031XC

Cyan Original LaserJet Toner
Cartridge

30 Chapter 7 Numerical control panel messages

Table 7-4 Toner Cartridges (continued)

Item Description Part number (service) Product number

(new)

Toner cartridge HP 415A Yellow Original W2032-67901 W2032A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Yellow W2032-67902 W2032X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2032-67903 W2032XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Magenta Original W2033-67901 W2033A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Magenta W2033-67902 W2033X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2033-67903 W2033XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 416A Black Original W2040-67901 W2040A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Black W2040-67902 W2040X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2040-67903 W2040XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Cyan Original LaserJet W2041-67901 W2041A

Toner Cartridge

Toner cartridge HP 416X High Yield Cyan W2041-67902 W2041X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2041-67903 W2041XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Yellow Original W2042-67901 W2042A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Yellow W2042-67902 W2042X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2042-67903 W2042XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Magenta Original W2043-67901 W2043A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Magenta W2043-67902 W2043X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2043-67903 W2043XC

Magenta Original LaserJet
Toner Cartridge

Recommended action 31
 10.00.69, 10.01.69, 10.02.69, or 10.03.69 <Supply> very low
The printer indicates when a supply level is very low. Actual toner cartridge life might vary. You do not
need to replace the toner cartridge at this time unless the print quality is no longer acceptable.

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

● 10.00.69 Black toner cartridge very low (event code)

● 10.01.69 Cyan toner cartridge very low (event code)

● 10.02.69 Magenta toner cartridge very low (event code)

● 10.03.69 Yellow toner cartridge very low (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

Table 7-5 Toner Cartridges

Item Description Part number (service) Product number

(new)

Toner cartridge HP 414A Black Original W2020-67901 W2020A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Black W2020-67902 W2020X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2020-67903 W2020XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Cyan Original LaserJet W2021-67901 W2021A

Toner Cartridge

Toner cartridge HP 414X High Yield Cyan W2021-67902 W2021X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2021-67903 W2021XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Yellow Original W2022-67901 W2022A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Yellow W2022-67902 W2022X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2022-67903 W2022XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Magenta Original W2023-67901 W2023A

LaserJet Toner Cartridge

32 Chapter 7 Numerical control panel messages

Table 7-5 Toner Cartridges (continued)

Item Description Part number (service) Product number

(new)

Toner cartridge HP 414X High Yield Magenta W2023-67902 W2023X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2023-67903 W2023XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 415A Black Original W2030-67901 W2030A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Black W2030-67902 W2030X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2030-67903 W2030XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Cyan Original LaserJet W2031-67901 W2031A

Toner Cartridge

Toner cartridge HP 415X High Yield Cyan W2031-67902 W2031X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2031-67903 W2031XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Yellow Original W2032-67901 W2032A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Yellow W2032-67902 W2032X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2032-67903 W2032XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Magenta Original W2033-67901 W2033A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Magenta W2033-67902 W2033X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2033-67903 W2033XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 416A Black Original W2040-67901 W2040A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Black W2040-67902 W2040X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2040-67903 W2040XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Cyan Original LaserJet W2041-67901 W2041A

Toner Cartridge

Recommended action 33
 Table 7-5 Toner Cartridges (continued)

Item Description Part number (service) Product number

(new)

Toner cartridge HP 416X High Yield Cyan W2041-67902 W2041X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2041-67903 W2041XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Yellow Original W2042-67901 W2042A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Yellow W2042-67902 W2042X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2042-67903 W2042XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Magenta Original W2043-67901 W2043A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Magenta W2043-67902 W2043X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2043-67903 W2043XC

Magenta Original LaserJet
Toner Cartridge

10.00.70, 10.01.70, 10.02.70, 10.03.70 Printing past very low

<Color> supply
The printer indicates when one of the supplies is printing past very low. The actual remaining supply life
might vary.

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

● 10.00.70 Black toner cartridge (event code)

● 10.01.70 Cyan toner cartridge (event code)

● 10.02.70 Magenta toner cartridge (event code)

● 10.03.70 Yellow toner cartridge (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

34 Chapter 7 Numerical control panel messages

Table 7-6 Toner Cartridges

Item Description Part number (service) Product number

(new)

Toner cartridge HP 414A Black Original W2020-67901 W2020A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Black W2020-67902 W2020X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2020-67903 W2020XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Cyan Original LaserJet W2021-67901 W2021A

Toner Cartridge

Toner cartridge HP 414X High Yield Cyan W2021-67902 W2021X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2021-67903 W2021XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Yellow Original W2022-67901 W2022A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Yellow W2022-67902 W2022X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2022-67903 W2022XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 414A Magenta Original W2023-67901 W2023A

LaserJet Toner Cartridge

Toner cartridge HP 414X High Yield Magenta W2023-67902 W2023X

Original LaserJet Toner
Cartridge

Toner cartridge HP 414X High Yield (Contract) W2023-67903 W2023XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 415A Black Original W2030-67901 W2030A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Black W2030-67902 W2030X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2030-67903 W2030XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Cyan Original LaserJet W2031-67901 W2031A

Toner Cartridge

Toner cartridge HP 415X High Yield Cyan W2031-67902 W2031X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2031-67903 W2031XC

Cyan Original LaserJet Toner
Cartridge

Recommended action 35
 Table 7-6 Toner Cartridges (continued)

Item Description Part number (service) Product number

(new)

Toner cartridge HP 415A Yellow Original W2032-67901 W2032A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Yellow W2032-67902 W2032X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2032-67903 W2032XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 415A Magenta Original W2033-67901 W2033A

LaserJet Toner Cartridge

Toner cartridge HP 415X High Yield Magenta W2033-67902 W2033X

Original LaserJet Toner
Cartridge

Toner cartridge HP 415X High Yield (Contract) W2033-67903 W2033XC

Magenta Original LaserJet
Toner Cartridge

Toner cartridge HP 416A Black Original W2040-67901 W2040A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Black W2040-67902 W2040X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2040-67903 W2040XC

Black Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Cyan Original LaserJet W2041-67901 W2041A

Toner Cartridge

Toner cartridge HP 416X High Yield Cyan W2041-67902 W2041X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2041-67903 W2041XC

Cyan Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Yellow Original W2042-67901 W2042A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Yellow W2042-67902 W2042X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2042-67903 W2042XC

Yellow Original LaserJet Toner
Cartridge

Toner cartridge HP 416A Magenta Original W2043-67901 W2043A

LaserJet Toner Cartridge

Toner cartridge HP 416X High Yield Magenta W2043-67902 W2043X

Original LaserJet Toner
Cartridge

Toner cartridge HP 416X High Yield (Contract) W2043-67903 W2043XC

Magenta Original LaserJet
Toner Cartridge

36 Chapter 7 Numerical control panel messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

11.00.01 or 11.00.02 Internal clock error

The printer real time clock has experienced an error.

01=dead clock

02=dead real time clock

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Have the end-user turn the printer off, and then turned on, set the time and date on the control
panel.

11.* errors 37
 2. If the error persists, dispatch service to remove and reinstall the formatter and replace the
formatter if needed.

Table 7-7 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Have the end-user turn the printer off, and then turned on, set the time and date on the control
panel.

2. If the error persists, dispatch service to remove and reinstall the formatter and replace the
formatter if needed.

For instructions: See the Repair Service Manual for this product.
Table 7-8 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

13.WX.YZ error messages

13.A3.D3 Paper is jam in Tray 3
Paper jam when printing from tray 3.

Paper failed to reach the tray 3 feed sensor.

13.A3 jam error in tray 3

Use the following procedure to check for a paper jam in tray 3.

Recommended action for customers

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

● 13.A3.D3 - Jam in tray 3

38 Chapter 7 Numerical control panel messages

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

13.A3 jam error in tray 3 39

 4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

5. Check the following are for paper. Remove paper by gently pulling paper out.

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

40 Chapter 7 Numerical control panel messages

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

8. If the error persists, contact customer support at www.hp.com/go/contactHP, or contact an HP-

authorized service or support provider.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Pull the tray completely out of the printer.

Recommended action for call-center agents 41

 2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

42 Chapter 7 Numerical control panel messages

 Figure 7-1 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for call-center agents 43

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the jam persists, replace the Tray 3 Assembly.

Optional 550-sheet paper feeder part number: CF404-67901

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

44 Chapter 7 Numerical control panel messages

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-2 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for onsite technicians 45

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

For Instructions: See the Repair Service Manual for this product.
Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the jam persists, replace the Tray 3 assembly.

Optional 550-sheet paper feeder part number: CF404-67901

13.B2.D1 Jam in Tray 1

Paper jam when printing from tray 1.

Paper did not reach the registration sensor when printing from tray 1.

13.B2.D1 jam error in tray 1

Use the following procedure to clear paper jams in tray 1.

Recommended action for customers

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

● 13.B2.D1 Jam in tray 1

46 Chapter 7 Numerical control panel messages

1. If you can see the jammed sheet in Tray 1, remove the jammed sheet by pulling it straight out.

2. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

3. At the left side of the Tray 2 cavity, press the tab to lower the tray plate, and then remove any paper.
Remove the jammed sheet by gently pulling it straight out.

13.B2.D1 jam error in tray 1 47

 4. Push the tray plate back up into place.

5. Reinstall Tray 2.

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

7. Reopen Tray 1 and load paper into the tray. Ensure the tray guides are set to the correct paper size.

48 Chapter 7 Numerical control panel messages

 8. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove all paper from tray 1.

b. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

Recommended action for call-center agents 49

 c. Open the jam access area inside the tray 2 opening. Press the green button on the right side to
drop open the access area.

Figure 7-3 Open jam access

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

e. Raise the access plate up to the closed position and reinstall tray 2.

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

3. Ensure that the tray 1 width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

50 Chapter 7 Numerical control panel messages

4. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

5. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage
or wear.

6. Clean or replace the pickup roller and separation pad as needed.

a. Open the front door.

Figure 7-4 Open the front door

Recommended action for call-center agents 51

 b. Press down on the separation pad holder (callout 1) and release two tabs (callout 2).

Figure 7-5 Press down and release tabs

c. Continue to press down on the separation pad holder (callout 1), and the slide the separation
pad (callout 2) away from the printer to remove it.

Figure 7-6 Remove the separation pad

52 Chapter 7 Numerical control panel messages

d. Release two tabs (callout 1).

Figure 7-7 Release two tabs

e. Remove the pickup roller.

Figure 7-8 Remove the pickup roller

f. Use a damp, lint-free cloth to gently clean the roller and pad.

CAUTION: When handling the roller and/or pad, avoid touching the spongy surfaces. Skin oils
and fingerprints on a roller surface can cause print-quality problems.

Recommended action for call-center agents 53

 Figure 7-9 Clean the roller and pad

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove all paper from tray 1.

b. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

54 Chapter 7 Numerical control panel messages

 c. Open the jam access area inside the tray 2 opening. Press the green button on the right side to
drop open the access area.

Figure 7-10 Open jam access

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

e. Raise the access plate up to the closed position and reinstall tray 2.

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

3. Ensure that the tray 1 width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

Recommended action for onsite technicians 55

 4. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

5. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage
or wear.

6. Clean or replace the pickup roller and separation pad as needed.

a. Open the front door.

Figure 7-11 Open the front door

56 Chapter 7 Numerical control panel messages

b. Press down on the separation pad holder (callout 1) and release two tabs (callout 2).

Figure 7-12 Press down and release tabs

c. Continue to press down on the separation pad holder (callout 1), and the slide the separation
pad (callout 2) away from the printer to remove it.

Figure 7-13 Remove the separation pad

Recommended action for onsite technicians 57

 d. Release two tabs (callout 1).

Figure 7-14 Release two tabs

e. Remove the pickup roller.

Figure 7-15 Remove the pickup roller

f. Use a damp, lint-free cloth to gently clean the roller and pad.

CAUTION: When handling the roller and/or pad, avoid touching the spongy surfaces. Skin oils
and fingerprints on a roller surface can cause print-quality problems.

58 Chapter 7 Numerical control panel messages

 Figure 7-16 Clean the roller and pad

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

13.B2.D2 Paper jam in Tray 2

Paper jam when printing from tray 2

Paper did not reach the registration sensor when printing from tray 2.

13.B2.D2 jam error in tray 2

Use the following procedure to check for a paper jam in tray 2.

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

● 13.B2.D2 Paper jam in tray 2

1. Pull the tray completely out of the printer.

13.B2.D2 Paper jam in Tray 2 59

 2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 2.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

60 Chapter 7 Numerical control panel messages

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

13.B2.D2 jam error in tray 2 61

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

Recommended action for call-center

Use the following procedure to check for a paper jam in Tray 2.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 2.

62 Chapter 7 Numerical control panel messages

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-17 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for call-center 63

 7. Ensure that the tray 2 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN

11. If the issue persists, elevate the case using the Standard Support Process.

Recommended action for onsite technicians

Use the following procedure to check for a paper jam in Tray 2.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 2.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

64 Chapter 7 Numerical control panel messages

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

7. Ensure that the tray 2 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN

Recommended action for onsite technicians 65

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

11. If the issue persists, elevate the case using the Standard Support Process.

13.B2.Dz Paper jam in rear door

Paper jam at registration assembly.

The paper failed to reach the registration sensor when printing from tray z.

The paper reached the Tray 3 feed sensor but did not get to the registration sensor in time.

● 13.B2.D2: Paper jam when printing from tray 2.

● 13.B2.D3: Paper jam when printing from tray 3.

● 13.B2.DD: Paper jam when printing from duplexer.

13.B2 jam error in rear door

Use the following procedure to check for a paper jam in the rear door.

Recommended action for customers

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

● 13.B2.A1 - Jam in rear door

● 13.B2.D1 - Jam in rear door

● 13.B2.A2 - Jam in rear door

● 13.B2.D2 - Jam in rear door

● 13.B2.A3 - Jam in rear door

● 13.B2.D3 - Jam in rear door

● 13.B2.AD - Jam in rear door

● 13.B2.DD - Jam in rear door

66 Chapter 7 Numerical control panel messages

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

13.B2 jam error in rear door 67

 4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

5. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

68 Chapter 7 Numerical control panel messages

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

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

authorized service or support provider.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Pull the tray the job was printing from completely out of the printer.

Recommended action for call-center agents 69

 2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close the tray.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

70 Chapter 7 Numerical control panel messages

 Figure 7-18 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for call-center agents 71

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close the tray.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

72 Chapter 7 Numerical control panel messages

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-19 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for onsite technicians 73

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

For Instructions: See the Repair Service Manual for this product.
Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN
For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.

13.B4.yz,13.B5.yz Paper jam in rear door

Paper is jammed at the fuser loop sensor inside the rear door of the printer.

Y = A (Stay jam) or D (Delay jam)

Z = Tray number or duplexer (1, 2, 3, D)

13.B4, 13.B5 jam error in fuser input

Use the following procedure to check for paper in all possible jam locations in the fuser area.

Recommended action for customers

74 Chapter 7 Numerical control panel messages

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

● 13.B4.yz Jam in rear door

● 13.B5.yz Jam in rear door

y = jam type (A or D)

z = paper type that is being printer on. This can be 0-9 or A-F.

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the rear door.

2. Gently pull out any jammed paper from the rollers in the rear door area.

13.B4, 13.B5 jam error in fuser input 75

 3. If paper is present in the upper rollers, gently pull out any jammed paper from the rollers in the rear
door area.

4. Close the rear door.

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

6. Ensure the paper tray guides are set to the correct size for the paper loaded.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

76 Chapter 7 Numerical control panel messages

 a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-20 Open rear cover

Figure 7-21 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

ITB part number: RM2-6454-000CN

Secondary transfer roller (T2) part number: RM2-6397-000CN

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for call-center agents 77

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

1. Clear the paper jam.

a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-22 Open rear cover

Figure 7-23 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

For instructions: See the Repair Service Manual for this product.
Secondary transfer assemblyRM2-6397-000CN
For instructions: See the Repair Service Manual for this product.

78 Chapter 7 Numerical control panel messages

 6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

13.B9.Az
Paper is jammed inside the rear door of the printer.

Z = fuser mode and is a variable and can be any of the following 0-9 or A-F.

13.B9 jam error in fuser output

Use the following procedure to check for paper in all possible jam locations in the fuser area.

Recommended action for customers

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

● 13.B9.yz Jam in rear door

y = jam type (A, C, or D)

z = paper type that is being printer on. This can be 0-9 or A-F.

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the rear door.

13.B9.Az 79
 2. Gently pull out any jammed paper from the rollers in the rear door area.

3. Close the rear door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

80 Chapter 7 Numerical control panel messages

 a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-24 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

ITB part number: RM2-6454-000CN

Secondary transfer roller (T2) part number: RM2-6397-000CN

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

a. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for call-center agents 81

 b. Check the exit area and see if there is any obstructions blocking the paper from exiting.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-25 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

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

82 Chapter 7 Numerical control panel messages

 Secondary transfer assemblyRM2-6397-000CN
For instructions: See the Repair Service Manual for this product.

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

a. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

b. Check the exit area and see if there is any obstructions blocking the paper from exiting.

13.B9.Cz
Fuser wrap jam inside the rear door of the printer.

Z is a variable and can be any of the following 0-9 or A-F.

13.B9 jam error in fuser output

Use the following procedure to check for paper in all possible jam locations in the fuser area.

Recommended action for customers

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

● 13.B9.yz Jam in rear door

y = jam type (A, C, or D)

z = paper type that is being printer on. This can be 0-9 or A-F.

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the rear door.

13.B9.Cz 83
 2. Gently pull out any jammed paper from the rollers in the rear door area.

3. Close the rear door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

84 Chapter 7 Numerical control panel messages

 a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-26 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

ITB part number: RM2-6454-000CN

Secondary transfer roller (T2) part number: RM2-6397-000CN

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for call-center agents 85

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

1. Clear the paper jam.

a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-27 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

For instructions: See the Repair Service Manual for this product.
Secondary transfer assemblyRM2-6397-000CN
For instructions: See the Repair Service Manual for this product.

86 Chapter 7 Numerical control panel messages

 6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

13.B9.Dz
Paper is jammed inside the rear door of the printer.

Paper delay jam to fuser sensor.

Z is a variable and can be any of the following 0-9 or A-F.

13.B9 jam error in fuser output

Use the following procedure to check for paper in all possible jam locations in the fuser area.

Recommended action for customers

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

● 13.B9.yz Jam in rear door

y = jam type (A, C, or D)

z = paper type that is being printer on. This can be 0-9 or A-F.

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the rear door.

13.B9.Dz 87
 2. Gently pull out any jammed paper from the rollers in the rear door area.

3. Close the rear door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

88 Chapter 7 Numerical control panel messages

 a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-28 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

ITB part number: RM2-6454-000CN

Secondary transfer roller (T2) part number: RM2-6397-000CN

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for call-center agents 89

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

1. Clear the paper jam.

a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 7-29 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

For instructions: See the Repair Service Manual for this product.
Secondary transfer assemblyRM2-6397-000CN
For instructions: See the Repair Service Manual for this product.

90 Chapter 7 Numerical control panel messages

 6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

13.D1.Az
Paper is jammed in the upper area of the duplexer.

Paper stay jam

Z is a variable and can be any of the following 0-9 or A-F.

13.D1, 13.D3 jam error in the duplexer

Use the following procedure to check for paper in all possible jam locations in the automatic duplexer.

Recommended action for customers

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

● 13.D1.yz Paper jam in duplexer (upper area of duplexer)

● 13.D3.yz Paper jam in duplexer (lower area of duplexer)

y = A or D

x = 0-9 or A-F

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

13.D1.Az 91
 NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

92 Chapter 7 Numerical control panel messages

 4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the read door of the printer..

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

Recommended action for call-center agents 93

 4. Close the duplexer.

94 Chapter 7 Numerical control panel messages

 5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

7. If the paper is stuck in the upper area of the duplexer, replace the reverse drive assembly.

Reverse drive assembly part number: RM2-6389-000CN

8. If the paper is jammed inside the duplex area of the rear door, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jammed paper.

2. Open the rear door and look for and clear any paper present or obstructions in the paper path.

3. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

4. Ensure the printer is located in an area meets the environmental specifications for the printer.

5. If the paper is stuck in the upper area of the duplexer, replace the reverse drive assembly.

Reverse drive assembly part number: RM2-6389-000CN

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

6. If the paper is jammed inside the duplex area of the rear door, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

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

13.D1.Dz
Paper is jammed in the upper are of the duplexer.

Paper delay jam to duplex sensor.

Z is a variable and can be any of the following 0-9 or A-F.

13.D1, 13.D3 jam error in the duplexer

Use the following procedure to check for paper in all possible jam locations in the automatic duplexer.

Recommended action for customers

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

● 13.D1.yz Paper jam in duplexer (upper area of duplexer)

● 13.D3.yz Paper jam in duplexer (lower area of duplexer)

y = A or D

Recommended action for onsite technicians 95

 x = 0-9 or A-F

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

96 Chapter 7 Numerical control panel messages

 4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

Recommended action for call-center agents 97

 3. Remove any jammed or damaged sheets of paper from the read door of the printer..

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

98 Chapter 7 Numerical control panel messages

 4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

7. If the paper is stuck in the upper area of the duplexer, replace the reverse drive assembly.

Reverse drive assembly part number: RM2-6389-000CN

8. If the paper is jammed inside the duplex area of the rear door, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jammed paper.

2. Open the rear door and look for and clear any paper present or obstructions in the paper path.

3. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

4. Ensure the printer is located in an area meets the environmental specifications for the printer.

5. If the paper is stuck in the upper area of the duplexer, replace the reverse drive assembly.

Reverse drive assembly part number: RM2-6389-000CN

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

6. If the paper is jammed inside the duplex area of the rear door, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

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

13.D3.Az
Paper is jammed in the duplexer area.

Paper stay jam at duplex re-pick sensor.

Z is a variable and can be any of the following 0-9 or A-F.

Recommended action for onsite technicians 99

 13.D1, 13.D3 jam error in the duplexer
Use the following procedure to check for paper in all possible jam locations in the automatic duplexer.

Recommended action for customers

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

● 13.D1.yz Paper jam in duplexer (upper area of duplexer)

● 13.D3.yz Paper jam in duplexer (lower area of duplexer)

y = A or D

x = 0-9 or A-F

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

100 Chapter 7 Numerical control panel messages

4. Close the duplexer.

13.D1, 13.D3 jam error in the duplexer 101

 5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 2 areas to check for paper, entering in the duplexer and the exit of the duplexer.

102 Chapter 7 Numerical control panel messages

 4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

7. If the error persists, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

Recommended action for onsite technicians 103

 3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 2 areas to check for paper, entering in the duplexer and the exit of the duplexer.

4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

104 Chapter 7 Numerical control panel messages

 7. If the error persists, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

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

13.D3.Dz
Paper is jammed in the duplexer area.

Paper delay jam at duplex re-pick sensor.

Z is a variable and can be any of the following 0-9 or A-F.

13.D1, 13.D3 jam error in the duplexer

Use the following procedure to check for paper in all possible jam locations in the automatic duplexer.

Recommended action for customers

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

● 13.D1.yz Paper jam in duplexer (upper area of duplexer)

● 13.D3.yz Paper jam in duplexer (lower area of duplexer)

y = A or D

x = 0-9 or A-F

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 3 areas to check for paper, above the fuser, entering in the duplexer and the exit
of the duplexer.

13.D3.Dz 105
 4. Close the duplexer.

106 Chapter 7 Numerical control panel messages

 5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 2 areas to check for paper, entering in the duplexer and the exit of the duplexer.

Recommended action for call-center agents 107

 4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

7. If the error persists, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the out area of the printer. If paper is extruding out slowly pull it out of the printer.

2. At the rear of the printer, open the duplexer.

108 Chapter 7 Numerical control panel messages

3. Remove any jammed or damaged sheets of paper from the rear door of the printer.

CAUTION: The fuser is located above the rear door, and it is hot. Do not attempt to reach

into the area above the rear door until the fuser is cool.

NOTE: There are 2 areas to check for paper, entering in the duplexer and the exit of the duplexer.

4. Close the duplexer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

6. Ensure the printer is located in an area meets the environmental specifications for the printer.

Recommended action for onsite technicians 109

 7. If the error persists, replace the duplexing door assembly.

Duplexing door assembly part number: RM2-6383-000CN

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

20.WX.YZ error messages

20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

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

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

20.00.00 Insufficient memory <device>

The printer does not have enough memory to print the page.

Event log message 20.00.00.

The printer 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
Follow these troubleshooting steps in the order presented.

■ Touch the OK button to print the transferred data. Some data might be lost. Reduce the page
complexity or add printer memory.

21.WX.YZ error messages

21.* errors
Errors in the 21.* family are related to the printer memory and complexity of the image being printed. The
page might require more memory than the printer has available.

Recommended action
Follow these troubleshooting steps in the order presented.

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

110 Chapter 7 Numerical control panel messages

 1. Touch the OK button to clear the error.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.01.08 Home position error
The scanner optic failed to return to the home position.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

30.01.08 Home position error 111

 3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.01.14 Scan system EEPROM error

SCB EEPROM error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

112 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.01.41 Scanner error

The formatter lost connections with the SCB or communication was corrupted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for onsite technicians 113

 2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

5. If the error persists, replace the formatter.

Table 7-9 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

114 Chapter 7 Numerical control panel messages

 Table 7-9 Part numbers (continued)

Description Part number Model numbers

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

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

30.01.43 Scanner error

SCB memory failure.

The scanner control board (SCB) cannot communicate with the flatbed scanner motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

30.01.43 Scanner error 115

 3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

5. If the error persists, replace the formatter.

Table 7-10 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

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

30.01.44 Scanner error

SCB communication error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

116 Chapter 7 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.01.46 Scanner error

Scanner firmware error.

Formatter can't find ONYX ASIC. Power OFF/ON is required.

Recommended action for call-center agents 117

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

118 Chapter 7 Numerical control panel messages

 4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.14 Scanner error

Front side scanner EEPROM (NVM) error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

30.03.14 Scanner error 119

 3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.20 Scanner error

Front side scanner (flatbed scanner) not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

120 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.22 Scanner failure

Front side illumination calibration failure.

The scan module cannot see the illumination module, or the illumination is marginal.

The optical assembly might not be parked under the calibration strip.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for onsite technicians 121

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.23 Scanner failure

Flatbed alignment calibration failure.

122 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

Recommended action for customers 123

 4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.30 Scanner Failure

Flatbed motor shutdown.

The scanner control board (SCB) cannot communicate with the flatbed scanner motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

124 Chapter 7 Numerical control panel messages

 3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

30.03.45 Scanner Error To continue turn off then on

SCB firmware assertion failure. SCB firmware assertion controls the scan head motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

30.03.45 Scanner Error To continue turn off then on 125

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

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) (callout 1) to the scanner assembly are seated correctly
on the formatter board and the scanner.

4. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.WX.YZ error messages

31.01.47 Document feeder not detected
The document feeder was not detected. The document feeder might not be connected.

The flatbed glass is still available for scanning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

126 Chapter 7 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.03.14 Backside scanner EEPROM error

Backside scanner EEPROM (NVM) error.

A non-fatal error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for call-center agents 127

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

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) to the scanner assembly are seated correctly on the
formatter board.

4. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.03.20 backside scanner not detected

Backside scanner is not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

128 Chapter 7 Numerical control panel messages

 2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) to the scanner assembly are seated correctly on the
formatter board.

4. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.03.22 Scanner calibration failure

Backside illumination calibration failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for onsite technician 129

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Verify that the (flat flexible cables (FFC’s) to the scanner assembly are seated correctly on the
formatter board.

4. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

130 Chapter 7 Numerical control panel messages

31.03.31 Document feeder motor stall
The document feeder feed motor is not turning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technician

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Print a Configuration Page and check if the latest version of printer and scanner firmware are
installed. If the firmware is not on the latest version, update the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

31.03.31 Document feeder motor stall 131

 3. Verify that the (flat flexible cables (FFC’s) to the scanner assembly are seated correctly on the
formatter board.

4. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.13.01 Document feeder pick error

Document feeder job error, pick error.

Paper pick was initiated, but the page didn't did not make it to the pick success sensor.

31.13 jam error in the document feeder

Use the following procedure to check for paper in all possible jam locations related to the document
feeder.

Recommended action for customers

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

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

132 Chapter 7 Numerical control panel messages

1. Open the document feeder cover.

2. Remove any jammed paper.

3. Close the document feeder cover.

31.13 jam error in the document feeder 133

 4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

6. Lower the scanner lid.

134 Chapter 7 Numerical control panel messages

7. If the error persists, ensure that the paper meets the document feeder (ADF) specifications for the
printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 7-30 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Open the document feeder and check and clean the Document Feeder Kit rollers and separation
pad by removing any visible lint or dust from each of the feed rollers and the separation pad using
a clean lint-free cloth moistened with warm water. View the How to Clean the Pick Rollers in HP
LaserJet and PageWide Printers for detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

31.13 jam error in the document feeder 135

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

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted tightly
against the document. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder cover.

2. Remove any jammed paper.

136 Chapter 7 Numerical control panel messages

3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

Recommended action for call-center agents 137

 6. Lower the scanner lid.

7. If there error persists, ensure that the paper meets the document feeder (ADF) specifications for
the printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 7-31 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened

138 Chapter 7 Numerical control panel messages

 with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

10. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

11. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder lid, pull the sheets back into the input tray, and then resume the job.

2. Check the paper guides and make sure that they are set to the correct paper width.

Figure 7-32 Set the ADF guides

3. Make sure that the input tray is not overloaded and the tray guides are correctly aligned to both
edges of the paper.

Recommended action for onsite technicians 139

 4. Verify that the paper meets the printer specifications.

5. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened
with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

6. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

7. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

31.13.02 Jam in document feeder

Document feeder jam error.

The paper passed the pick-success sensor, and then jammed in the automatic document feeder paper
path.

This issue might be describe as the following:

● Automatic document feeder jam

● ADF Jamming

● ADF paper jam

● Jams in document feeder

140 Chapter 7 Numerical control panel messages

31.13 jam error in the document feeder
Use the following procedure to check for paper in all possible jam locations related to the document
feeder.

Recommended action for customers

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

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

1. Open the document feeder cover.

31.13 jam error in the document feeder 141

 2. Remove any jammed paper.

3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

142 Chapter 7 Numerical control panel messages

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

6. Lower the scanner lid.

7. If the error persists, ensure that the paper meets the document feeder (ADF) specifications for the
printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is

31.13 jam error in the document feeder 143

 loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 7-33 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Open the document feeder and check and clean the Document Feeder Kit rollers and separation
pad by removing any visible lint or dust from each of the feed rollers and the separation pad using
a clean lint-free cloth moistened with warm water. View the How to Clean the Pick Rollers in HP
LaserJet and PageWide Printers for detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

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

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted tightly
against the document. Remove all staples and paper clips from original documents.

144 Chapter 7 Numerical control panel messages

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder cover.

2. Remove any jammed paper.

Recommended action for call-center agents 145

 3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

146 Chapter 7 Numerical control panel messages

6. Lower the scanner lid.

7. If there error persists, ensure that the paper meets the document feeder (ADF) specifications for
the printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 7-34 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened

Recommended action for call-center agents 147

 with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

10. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

11. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder lid, pull the sheets back into the input tray, and then resume the job.

2. Check the paper guides and make sure that they are set to the correct paper width.

Figure 7-35 Set the ADF guides

3. Make sure that the input tray is not overloaded and the tray guides are correctly aligned to both
edges of the paper.

148 Chapter 7 Numerical control panel messages

 4. Verify that the paper meets the printer specifications.

5. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened
with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

6. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

7. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

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

1. Turn the printer off, and then on.

2. Retry the job.

32.* errors 149

 32.08.A1, 32.08.A2, 32.08.A3
An event related to starting the printer.

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

Recommended action
There is no action needed for this message.

■ No action necessary.

32.1C.05
The restore job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

150 Chapter 7 Numerical control panel messages

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.

4. Check the network share or try setting up a new shared network drive or folder.

32.1C.09 (event code)

Tried to restore a backup file that was not valid for this printer.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
■ Use a valid backup file.

32.1C.0A (event code)

Backup file is invalid.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.

Recommended action
■ Reboot, and then retry the backup/restore.

32.1C.11 (event code)

Backup/restore time-out while communicating with the engine.

The backup operation was aborted because the printer is busy.

Recommended action
■ Wait until the printer is idle, and then try again.

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

Recommended action 151

 The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
■ Free up disk space, and then try again.

32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

32.1C.2F
Reset failure.

Recommended action
■ Turn the printer off, and then on. Retry the job.

32.1C.40
The backup operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

152 Chapter 7 Numerical control panel messages

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

Recommended action 153

 32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

32.1C.49
The backup job ticket was submitted with a bad encryption.

NOTE: This would only apply to a web services call to perform a backup with a blank PIN

Recommended action
■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

154 Chapter 7 Numerical control panel messages

 ■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

Recommended action
■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

32.1C.58 155
 Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
■ Retry the job.

33.WX.YZ error messages

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

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

■ Install the correct component for this printer.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

156 Chapter 7 Numerical control panel messages

33.02.01 Used board/disk installed
Used board or disk installed.

An encrypted board or disk with existing data previously locked to a different printer has replaced the
original. If you continue, data is permanently lost and data corruption might occur.

IMPORTANT, PLEASE NOTE: Used formatter boards should NEVER be installed in HP LaserJet or HP
PageWide Enterprise or Managed printers. The formatter should only be replaced if directed during
troubleshooting using the Control Panel Message Document (CPMD). The 33.02.01 event code indicates
that a used board has been installed and that the parameters might be incorrect. For more information
go to WISE and search for: HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide Enterprise, HP
PageWide Managed - 33.02.01 error or printer name and/or product number changes after replacing the
formatter (c06360930).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. If this error appears after updating the firmware, please go to WISE and search for the following
document: HP FutureSmart - '33.02.01 Used board/disk installed' error received after updating the
firmware from HP FutureSmart 4.8.1 or 4.9 to a newer version.

2. Reinstall the used board or disk back into its original printer.

3. To save the data on the board or disk, turn the printer off. Replace the board or disk with another
board or disk.

For instructions: See the Repair Service Manual for this product.
Table 7-11 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

4. To delete the data on the board or disk and continue, touch the OK button.

33.03.02
Data size mismatch. Unable to recover DCC NVRAM.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

33.02.01 Used board/disk installed 157

 1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the integrated scanner assembly.

Integrated scanner assembly part number: W1A73-60113

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

33.03.03 Incompatible formatter installed

This is an EFI BIOS event to prevent booting with the wrong formatter installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then install the correct formatter in the printer.

For instructions: See the Repair Service Manual for this product.
Table 7-12 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

33.04.05
TPM (Trusted Platform Module) Security Error

This system contains a TPM module that is not supported on the device or belongs to another device.

TPM is unique for each device.

For units that shipped with a TPM on board standard (most newer models): If the original TPM installed in
the factory is unavailable or damaged, DO NOT replace any parts. Follow the recommended action.

158 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order they are listed.

The technician will need to re-establish the trusted platform module state in the printer.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on a device that never had a TPM paired from the factory. A new
TPM cannot be installed for security reasons.

1. Do not replace the formatter or HDD. It will not solve this issue.

2. Perform a Format Disk procedure, select Continue in the Pre-boot menu, and then reboot the
device.

● If the unit boots to a 33.04.05 error, reseat the eMMC or HDD.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

3. Perform a Format Disk procedure again, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This
should resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next steps.

4. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

WARNING! When removing the TPM, take extreme care as the connector on the TPM board can
become dislodged and break. If this happens, a printer replacement will be required.

5. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device, and
then select Erase Unlock.

● If unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This should
resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

6. Reseat the TPM and eMMC or HDD, perform a Format Disk, open Diagnostics, and then run
diagnostics for all components.

● If the Diagnostics fail, elevate the case to ATS and include all details.

● If Diagnostics passes, continue to the next steps.

7. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

Recommended action for customers 159

 8. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device,
select Erase Unlock, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot and then update the firmware. This should resolve
the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

9. Include the following information in the CDAX case notes, and then elevate the case to ATS. No
additional feedback is needed.

NOTE: Ensure that all original printer parts are installed on the unit at the time of elevation.

● Printer serial number.

● Collect the Diagnostic log file (.jdp file).

● Information when the 33.04.05 error displayed on the printer control panel.

● Parts replaced prior to the error displaying on the printer control panel.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

● For 33.05.01, 33.05.02, and 33.05.03 errors: No action is necessary.

160 Chapter 7 Numerical control panel messages

 ● For all other errors: Download a firmware bundle to the printer from the Preboot menu.

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

NOTE: For more information on SureStart, search for: "SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual" (c04863614).

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) .

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

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

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

33.05.1x Whitelisting errors 161

 ● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

162 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

40.WX.YZ error messages

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.

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

1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.

40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

Recommended action for customers 163

 40.00.02 Embedded I/O buffer overflow To continue, touch “OK”
The product has experienced a JetDirect buffer overflow.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.03 EIO <x> buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.

Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO <x> bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.00.05 Embedded I/O bad transmission To continue, touch “OK”

The USB device has been removed.

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

164 Chapter 7 Numerical control panel messages

41.WX.YZ error messages
41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in
the printer and the paper the printer is configured to use.

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

1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.01.YZ error
An unknown misprint error occurred on the printer.

Event log error message: 41.01.YZ.

Y = Type, Z = Tray

● Y = 0: Photo Media (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light media 1, 2, or 3 mode

● Y = 4: Heavy media 1

● Y = 5: Heavy media 2

● Y = 6: Heavy media 3

● Y = 7: Glossy media 1

● Y = 8: Glossy media 2

● Y = 9: Glossy media 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

41.* errors 165

 ● Y = E: Rough

● Y = F: Other mode

● Z = 0: From unknown tray

● Z = 1: From Tray 1

● Z = 2: From Tray 2

● Z = 3: From Tray 3

● Z = 4: From Tray 4

● Z = 5: From Tray 5

● Z = 6: From Tray 6

● Z = 7: From Tray 7

● Z = 8: From Tray 8

● Z = 9: From Tray 9

● Z = D: From duplex

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly part number: RM2-5612-000CN

4. Replace the DC controller.

DC controller part number: RM3-7272-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. If the error returns, check the wire harness from the laser/scanner to the DC controller.

166 Chapter 7 Numerical control panel messages

 4. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly part number: RM2-5612-000CN

For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

5. Replace the DC controller.

DC controller part number: RM3-7272-000CN

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

41.02.00 Error
A beam detected misprint error occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. To clear the error message, touch OK.

2. If the error persists, turn the printer off, and then on.

3. Verify that all toner cartridge are in good condition and the shutters work correctly.

4. If the error persists, replace the laser/scanner assembly and the laser/scanner cable.

Laser scanner assembly part number: RM2-5612-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. To clear the error message, touch OK.

2. If the error persists, turn the printer off, and then on.

3. Verify that all toner cartridges are in good condition and the shutters work correctly. If other toner
cartridges are available. swap the toner cartridge to test as needed.

If using a different cartridge resolves the issue, replace the toner cartridge.

4. If the error returns, check the wire harness from the laser/scanners to the DC controller.

5. If the error persists, replace the laser/scanner assembly and the laser/scanner cable.

Laser scanner assembly part number: RM2-5612-000CN

For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

41.02.00 Error 167

 41.03.01, 41.03.A1, 41.03.B1, 41.03.C1 Error
The printer detected a different paper size than expected.

Paper Size mismatch (0,A,B) or inter-page gap (C) error from Tray 1.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Print internal pages from all trays to verify that this error only occurs when printing from the PC.

5. Set Tray 1 Size to ANY, and attempt to print again.

6. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Set Tray 1 Size to ANY and attempt to print again.

4. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

6. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

7. Verify that the toner cartridge and the 2nd transfer roller are seated correctly.

8. If the error only happens from tray 1, check the paper tray rollers and make sure they are not worn
smooth, or coated with paper dust or other debris. If the rollers are causing the issue, replace the
pick roller and separation pad.

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

9. If the error is present from all trays replace the registration assembly.

Registration assembly part number: RM2-6374-000CN

168 Chapter 7 Numerical control panel messages

 10. If the error persists, elevate the issue using the Standard Support Process for a possible printer
replacement.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Set Tray 1 Size to ANY and attempt to print again.

4. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

6. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

7. Verify that the toner cartridge and the 2nd transfer roller are seated correctly.

8. If the error only happens from tray 1, check the paper tray rollers and make sure they are not worn
smooth, or coated with paper dust or other debris. If the rollers are causing the issue, replace the
pick roller and separation pad.

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

9. Remove and reconnect the connectors for the paper path sensors, intermediate-transfer belt, and
the DC controller PCA.

10. Test the registration assembly motor and clutch. If they do not function correctly replace the
registration assembly.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test
Registration assembly part number: RM2-6374-000CN
For instructions: See the Repair Service Manual for this product.

11. Check the paper path sensors for correct operation and ensure that they do not stick at all. If
the issue persists, elevate the issue using the Standard Support Process for a possible printer
replacement.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test

41.03.02, 41.03.A2, 41.03.B2, 41.03.C2 Error

The printer detected a different paper size than expected.

Paper Size mismatch (0,A,B) or inter-page gap (C) error from Tray 2.

Recommended action for onsite technicians 169

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

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Print internal pages from all trays to verify that this error only occurs when printing from the PC.

5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

6. Check the rollers and make sure they are not worn smooth, or coated with paper dust or other
debris. If the rollers are causing the issue, replace the roller kit.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

7. If error occurs from all trays, replace the registration assembly.

Registration assembly part number: RM2-6374-000CN

8. If the error persists, elevate the issue using the Standard Support Process for a possible printer
replacement.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

170 Chapter 7 Numerical control panel messages

 3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

6. Verify that the toner cartridge and the transfer roller are seated correctly.

7. Check the rollers and make sure they are not worn smooth, or coated with paper dust or other
debris. If the rollers are causing the issue, replace the roller kit.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

8. Use the Tray/Bin manual sensor test to verify that the cassette media switch is functioning
correctly.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test

9. Check the paper path sensors for correct operation and ensure that they do not stick at all. If the
issue persists, elevate the issue using the Standard Support Process.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test

10. Remove and reconnect the connectors for the paper path sensors, intermediate-transfer belt, and
the DC controller PCA.

11. Test the registration assembly motor and clutch. If they do not function correctly replace the
registration assembly.

Registration assembly part number: RM2-6374-000CN

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

41.03.03, 41.03.A3, 41.03.B3, 41.03.C3 Error

The printer detected a different paper size than expected.

Paper Size mismatch (0,A,B) or inter-page gap (C) error from Tray 3.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Print internal pages from all trays to verify that this error only occurs when printing from the PC.

41.03.03, 41.03.A3, 41.03.B3, 41.03.C3 Error 171

 5. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

6. Check the rollers and make sure they are not worn smooth, or coated with paper dust or other
debris. If the rollers are causing the issue, replace the roller kit.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

7. If error occurs from all trays, replace the registration assembly.

Registration assembly part number: RM2-6374-000CN

8. If the error persists, elevate the issue using the Standard Support Process for a possible printer
replacement.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Print the configuration page to verify the size and type to which the trays are set.

3. Make sure that the tray is loaded with the correct paper size and that the sliding paper guides are
correctly adjusted to the correct paper size.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. Print internal pages from all trays to verify that this error only occurs when printing from the PC. If
the error only occurs from the PC, check the print driver settings and ensure they are correct.

6. Verify that the toner cartridge and the transfer roller are seated correctly.

172 Chapter 7 Numerical control panel messages

 7. Check the rollers and make sure they are not worn smooth, or coated with paper dust or other
debris. If the rollers are causing the issue, replace the roller kit.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

8. Use the Tray/Bin manual sensor test to verify that the cassette media switch is functioning
correctly.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test

9. Check the paper path sensors for correct operation and ensure that they do not stick at all. If the
issue persists, elevate the issue using the Standard Support Process.

Open the following menus to test sensor: Administration > Troubleshooting > Diagnostic Tests >
Tray/Bin Manual Sensor Test

10. Remove and reconnect the connectors for the paper path sensors, intermediate-transfer belt, and
the DC controller PCA.

11. Test the registration assembly motor and clutch. If they do not function correctly replace the
registration assembly.

Registration assembly part number: RM2-6374-000CN

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

41.03.FZ Unknown Misprint Error

This is a general misprint error.

Either the paper is loaded off-center with the side guides in the tray or a paper width sensor failure
occurred from an unknown tray. The error will be one of the following:

● 41.03.F0

● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

41.03.FZ Unknown Misprint Error 173

 Recommended action for call center agents
Follow these troubleshooting steps in the order presented.

1. Remove the paper from the tray and ensure that the paper tray size guides are set to the correct
size for the paper loaded in the tray.

2. Try the print job again.

3. If the error persists, print a Configuration Page and note the paper size for the tray in question.

● If the size is not reported correctly, run the tray size sensor test in the Diagnostic menu.

● If the tray size sensors test as GOOD, replace the paper tray.

● If the tray size sensors test as BAD, check the cable connections between the tray size sensor
and the DC Controller.

If the cable connections are plugged in correctly and the cables are not damaged, elevate the
issue using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the tray and ensure that the paper tray size guides are set to the correct
size for the paper loaded in the tray.

2. Try the print job again.

3. If the error persists, print a Configuration Page and note the paper size for the tray in question.

● If the size is not reported correctly, run the tray size sensor test in the Diagnostic menu.

● If the tray size sensors test as GOOD, replace the paper tray.

● If the tray size sensors test as BAD, check the cable connections between the tray size sensor
and the DC Controller.

If the cable connections are plugged in correctly and the cables are not damaged, elevate the
issue using the Standard Support Process.

41.04.YZ Printer Error

An unknown misprint error occurred on the printer.

Y = Type, Z = Tray

● Y = 0: Photo Media (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light media 1, 2, or 3 mode

● Y = 4: Heavy media 1

● Y = 5: Heavy media 2

174 Chapter 7 Numerical control panel messages

 ● Y = 6: Heavy media 3

● Y = 7: Glossy media 1

● Y = 8: Glossy media 2

● Y = 9: Glossy media 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

● Y = F: Other mode

● Z = D Source is the duplexer.

● Z = 0 Source is the envelope feeder.

● Z = 1 Source is Tray 1.

● Z = 2 Source is Tray 2.

● Z = 3 Source is Tray 3.

● Z = 4 Source is Tray 4.

● Z = 5 Source is Tray 5.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat the toner cartridge to test it.

4. Check the toner cartridges before replacing any other parts. Verify the cartridges are HP original
cartridges and that the cartridges are fully seated.

5. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

Recommended action for customers 175

 6. If the error persists, replace the DC controller.

DC controller part number: RM3-7272-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat the toner cartridge to test it.

4. Check the toner cartridges before replacing any other parts. Verify the cartridges are HP original
cartridges and that the cartridges are fully seated.

5. Re-seat the connections to the and the DC controller.

6. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

7. If the error persists, replace the DC controller.

DC controller part number: RM3-7272-000CN

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

42.WX.YZ error messages

42.XX.YZ
Internal system failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on. Retry the job.

2. If the error persists, clear the firmware image from the active partition by using the Partial Clean
item in the Preboot menu.

3. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

176 Chapter 7 Numerical control panel messages

42.B0.01 or 42.B0.02
Missing string in firmware error.

42.B0.01: UI or EWS requests a string ID that does not exist in the localization database.

42.B0.02: UI requests an image ID or media file that does not exist.

Recommended action for customers

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

1. Turn the printer off, and then on. Retry the job.

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

Recommended action for call-center agents, and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on. Retry the print job.

2. If the error persists, clear the firmware image from the active partition by using the Partial Clean
item in the Preboot menu.

NOTE: The Partial Clean option erases all data from the partitions, except for the firmware
repository where a backup copy of the firmware file is stored. This allows the disk drive to be
reformatted without having to download a firmware upgrade file to return the printer to a bootable
state. Characteristics of a Partial Clean

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

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

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

CAUTION: HP recommends backing-up printer configuration data before executing a Partial

Clean to retain customer-defined settings (if needed). See the Backup/Restore item in the Device
Maintenance menu.

3. How to execute a Partial Clean from a touchscreen control panel.

a. Touch in the middle of the control panel display when you see the 1/8 under the HP logo.

Figure 7-36 Open the Pre-Boot menu

42.B0.01 or 42.B0.02 177

 b. Use the down arrow button to highlight the +3:Administrator item, and then touch the OK
button.

c. Use the down arrow button to highlight Partial Clean and then touch the OK button.

d. Touch the OK button again.

e. Touch the Home button to highlight Continue, and then touch the OK button.

NOTE: The printer initializes.

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

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

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

3. Turn the printer off, and then on. Retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

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

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

178 Chapter 7 Numerical control panel messages

 3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on. Retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

■ Try to send the job again.

Recommended action

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

44.02.xx Error Event log message (Multifunction product only.) 179

 Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

44.11.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

180 Chapter 7 Numerical control panel messages

Recommended action
Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action 181

 Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

Credentials associated with the SharePoint destination were found to be invalid or missing.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.05 Error Event log message (Multifunction product only.)

Credentials do not have write access to the SharePoint destination.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

182 Chapter 7 Numerical control panel messages

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

44.16.08 Error Event log message (Multifunction product only.)

Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

44.16.09 Error Event log message (Multifunction product only.)

Upload of image file failed. A folder or filename length is too long.

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action 183

 Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

184 Chapter 7 Numerical control panel messages

44.16.10 Error Event log message (Multifunction product only.)
The SharePoint server is using an invalid certificate.

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.34.03 Fax Modem Failure

Digital Send error. Fax result modem fail.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off. and then on.

2. Ensure all fax settings are correctly set.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure that the fax card is aligned with
slot on the formatter chassis and is firmly seated against the formatter board.

44.16.10 Error Event log message (Multifunction product only.) 185

 3. Turn the printer on.

4. If the issue persists, replace the fax kit.

Fax PCA with plug kit (USA) part number: 3PZ55-67980

Fax PCA with plug kit (EURO) part number:3PZ55-67981

Fax PCA with plug kit (BRAZIL) part number: 3PZ55-67982

Fax PCA with plug kit (AP) part number: 3PZ55-67983
See the Repair Service Manual for this product.

44.34.E5 Fax Modem Failure

A fax error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off. and then on.

2. Ensure all fax settings are correctly set.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure that the fax card is aligned with
slot on the formatter chassis and is firmly seated against the formatter board.

3. If the issue persists, download and reinstall the firmware.

4. If the issue persists, perform a Partial Clean:

a. Turn the printer off, and then on.

b. The HP logo displays on the printer control panel. When a "1/8" with an underscore displays
below the HP logo, touch the logo to open the Pre-boot menu.

c. Use the arrow buttons on the touchscreen to navigate the pre-boot menu.

d. Use the down arrow to highlight Partial Clean, and then touch the OK button.

e. Touch the OK button again.

f. Touch the Back button to highlight Continue, and then touch the OK button.

The printer will continue to boot to Ready.

5. If the issue persists, replace the fax kit.

Fax PCA with plug kit (USA) part number: 3PZ55-67980

Fax PCA with plug kit (EURO) part number:3PZ55-67981

186 Chapter 7 Numerical control panel messages

 Fax PCA with plug kit (BRAZIL) part number: 3PZ55-67982
Fax PCA with plug kit (AP) part number: 3PZ55-67983
See the Repair Service Manual for this product.

44.92.YZ Error Event log message

A fax error has occurred.

Recommended action
Use the following steps to resolve the error.

1. Try to send the job again.

2. Check the fax settings to ensure they are set to the correct settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

47.WX.YZ error messages

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

44.92.YZ Error Event log message 187

 2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.00.xx
Back channel internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.01.xx
Image transformer internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

188 Chapter 7 Numerical control panel messages

 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.02.xx
Job parser internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.03.xx
Print job internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

47.02.xx 189
 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.05.xx
Print spooler framework internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

190 Chapter 7 Numerical control panel messages

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.06.xx
Print application internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

48.WX.YZ error messages

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

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

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

Recommended action for call-center agents and onsite technicians

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

47.06.xx 191
 1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, go to WISE and search for the following document that contains links to
flowcharts that you can use to troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

NOTE: 48.wx.yz errors are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

49.WX.YZ error messages

49.XX.YY Error To continue turn off then on
A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

192 Chapter 7 Numerical control panel messages

 2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

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

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

Recommended action for call-center agents and onsite technicians

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 49 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

50.WX.YZ error messages

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents and onsite technicians 193

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

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

50.1x.yz
Low fuser temperature failure

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

194 Chapter 7 Numerical control panel messages

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

50.2x.yz
Fuser warmup error.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for onsite technicians 195

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

3. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

4. Remove the fuser and check the fuser for damage or obstructions. Reinstall or replace the fuser as
needed. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

5. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

3. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

4. Remove the fuser and check the fuser for damage or obstructions. Reinstall or replace the fuser as
needed. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

5. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

50.3x.yz
High fuser temperature.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

196 Chapter 7 Numerical control panel messages

Recommended action for customers
Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

4. Ensure that there is no residual paper in the fuser.

5. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

7. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

4. Ensure that there is no residual paper in the fuser.

Recommended action for customers 197

 5. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

7. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

50.4x.yz
Fuser drive circuit fault.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

4. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

198 Chapter 7 Numerical control panel messages

 5. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

4. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

5. Reconnect the connector (J116) on the DC controller PCA.

6. Check the following connectors on the DC controller PCA (J124, J125, J126, J127, and J129). Ensure
each connector is seated correctly and not damaged.

7. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

50.6x.yz
Open fuser circuit (heating element failure).

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for onsite technicians 199

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

50.7x.yz
Fuser pressure-release mechanism failure.

200 Chapter 7 Numerical control panel messages

 x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser.

CAUTION: The fuser might be hot.

NOTE: if a 50.7 occurs at power-on or is followed immediately by a jam error, there might be a
small piece of paper stuck in the fuser.

4. Check for jammed paper in the fuser.

5. If the error persists, replace the fuser.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

6. If the error persists, replace the fuser motor M4.

Assembly, fixing motorRM2-7349-000CN

7. If the error persists, replace the printer.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Remove and reinstall the fuser.

CAUTION: The fuser might be hot.

Recommended action for customers 201

 NOTE: if a 50.7 occurs at power-on or is followed immediately by a jam error, there might be a
small piece of paper stuck in the fuser.

4. Remove the fuser and checked for any jammed paper inside the fuser.

a. Check the fuser input area.

b. Check the fuser output area.

202 Chapter 7 Numerical control panel messages

c. Lift the release lever.

d. Release the locking tab and slide the plastic cover to the right.

e. Remove the plastic cover.

Recommended action for onsite technicians 203

 f. Rotate the gear on the right side and check if any jammed paper is between pressure roller
and the fuser film.

5. Reinstall the fuser.

6. If the error persists, replace the fuser.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

7. If the error persists, replace the fuser motor M4.

Assembly, fixing motorRM2-7349-000CN

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

50.8x.yz
Low fuser temperature 2.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

204 Chapter 7 Numerical control panel messages

 2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

Recommended action for onsite technicians 205

 LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

50.9x.yz
High fuser temperature 2.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

206 Chapter 7 Numerical control panel messages

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

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

50.Ax.yz
Low fuser temperature 3.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for onsite technicians 207

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser (duplex; 110-127V) part number: RM2-6460-000CN

Fuser (duplex; 220-240V) part number: RM2-6461-000CN

208 Chapter 7 Numerical control panel messages

 Fuser (simplex; 220-240V) part number: RM2-6436-000CN
For instructions: See the Service Manual for this printer.

9. If the error persists, replace the low-voltage power assembly.

110v Low-voltage power supply part number: RM3-7241-000CN

220v Low-voltage power supply part number: RM3-7242-000CN
For instructions: See the Service Manual for this printer.

50.Bx.yz
High fuser temperature 3.

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

50.Bx.yz 209
 Fuser assembly (220-240V) part number: RM2-6461-000CN

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the paper type and fuser mode are correct for paper being used.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

7. Ensure that there is no residual paper in the fuser.

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

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

9. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

51.WX.YZ error messages

51.* errors
Errors in the 51.* family are related to the laser scanner.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

210 Chapter 7 Numerical control panel messages

 2. Upgrade the firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Ensure the printer is running the most current version of firmware.

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

2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and
reseat them if necessary.

3. If the error persists, replace the laser scanner.

51.00.10
Laser/scanner error.

Laser/scanner beam detect error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Reconnect the all connectors on the laser/scanner assembly.

3. Reconnect connectors (J111) on the DC controller.

4. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

Recommended action for call-center agents and onsite technicians 211

 For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

52.WX.YZ error messages

52.* errors
Errors in the 52.* family are related to the laser scanner.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Ensure the printer is running the most current version of firmware.

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

2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and
reseat them if necessary.

3. If the error persists, replace the laser scanner.

52.XX.00
Laser/scanner error.

● XX = 00

laser/scanner motor startup error.

● XX = 20

Laser/scanner rotation error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

212 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Reconnect connectors (J801) and (J802) on the laser/scanner.

3. Reconnect connectors (J110) and (J123) on the DC controller.

4. If either cable is damaged, replace the cable to the laser/scanner.

Cable, flexible flat scanner (J110-J801)part number: RM2-8662-000CN

Cable, flexible flat scanner (J123-J802 part number: RM2-8663-000CN

5. If the error persists, replace the laser/scanner.

Laser scanner assembly part number: RM2-5612-000CN

For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

53.WX.YZ error messages

53.A0.y0
Tray "Y" side guide misalignment resolved.

The engine detected that the tray guide misalignment has been resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.10: Tray 1 Side guide misalignment resolved.

● 53.A0.20: Tray 2 side guide misalignment resolved.

● 53.A0.30: Tray 3 side guide misalignment resolved.

● 53.A0.40: Tray 4 side guide misalignment resolved.

● 53.A0.50: Tray 5 side guide misalignment resolved.

● 53.A0.60: Tray 6 side guide misalignment resolved.

Recommended action for call-center agents 213

 Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A0.y1
Tray "Y" Side guide misalignment proactive warning.

The engine detected a tray "Y" side guide misalignment.

This is a proactive warning intended to avoid a jam event.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.11: Tray 1 side guide misalignment warning.

● 53.A0.21: Tray 2 side guide misalignment warning.

● 53.A0.31: Tray 3 side guide misalignment warning.

● 53.A0.41: Tray 4 side guide misalignment warning.

● 53.A0.51: Tray 5 side guide misalignment warning.

● 53.A0.61: Tray 6 side guide misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. If the trays are not locked, educate the customer on the correct way to align the side guides when
refilling paper in the tray.

3. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

53.A1.y0 Enter error message

Tray "Y" paper delivery direction misalignment resolved.

214 Chapter 7 Numerical control panel messages

 NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.10: Tray 1 Side guide misalignment resolved.

● 53.A1.20: Tray 2 side guide misalignment resolved.

● 53.A1.30: Tray 3 side guide misalignment resolved.

● 53.A1.40: Tray 4 side guide misalignment resolved.

● 53.A1.50: Tray 5 side guide misalignment resolved.

● 53.A1.60: Tray 6 side guide misalignment resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A1.y1
Tray "Y" paper delivery direction misalignment warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action 215

 1. Ensure that the paper tray guides are set to the correct paper size that is being loaded into the
paper tray.

NOTE: Check the event log for the following messages to determine which tray guides need to be
adjusted.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

2. Ensure that the rear paper guide is set to the correct paper length.

3. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

4. If the trays are not locked, educate the customer on the correct way to align the guides when
refilling paper in the tray.

5. Inspect the quality and condition of the customer paper to identify conditions that may lead to
paper skewing.

6. Inspect the condition of the feed and separation rollers of the listed tray, and ensure they are not
worn, or damaged. Replace the rollers as needed.

53.A2.y0
Tray "Y" overload resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.10: Tray 1 overload resolved.

● 53.A2.20: Tray 2 overload resolved.

● 53.A2.30: Tray 3 overload resolved.

● 53.A2.40: Tray 4 overload resolved.

● 53.A2.50: Tray 5 overload resolved.

● 53.A2.60: Tray 6 overload resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

216 Chapter 7 Numerical control panel messages

53.A2.y1
Tray "Y" overload warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.11: Tray 1 overload warning.

● 53.A2.21: Tray 2 overload warning.

● 53.A2.31: Tray 3 overload warning.

● 53.A2.41: Tray 4 overload warning.

● 53.A2.51: Tray 5 overload warning.

● 53.A2.61: Tray 6 overload warning.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Remove paper from the specified tray until it is below the paper fill level mark.

53.B0.0z
Tray "Z" feed roller nearing end of life.

Prepare to replace tray pick rollers

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B0.01: Tray 1 feed roller nearing end of life.

● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

Recommended action
Follow these troubleshooting steps in the order presented.

■ The paper tray rollers will need to be replaced soon. Be prepared to replace the tray rollers for the
specified tray.

NOTE: Check the event log for the following messages to determine which tray rollers need to be
changed.

● 53.B0.01: Tray 1 feed roller nearing end of life.

53.A2.y1 217
 ● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

53.B1.0z
Tray "Z" feed roller at end of life.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B1.01: Tray 1 feed roller at end of life.

● 53.B1.02: Tray 2 feed roller at end of life.

● 53.B1.03: Tray 3 feed roller at end of life.

● 53.B1.04: Tray 4 feed roller at end of life.

● 53.B1.05: Tray 5 feed roller at end of life.

● 53.B1.06: Tray 6 feed roller at end of life.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace the feed and separation rollers for the specified tray.

53.B2.0z
Tray "Z" feed roller brand new.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B2.01: Tray 1 feed roller brand new.

● 53.B2.02: Tray 2 feed roller brand new.

● 53.B2.03: Tray 3 feed roller brand new.

218 Chapter 7 Numerical control panel messages

 ● 53.B2.04: Tray 4 feed roller brand new.

● 53.B2.05: Tray 5 feed roller brand new.

● 53.B2.06: Tray 6 feed roller brand new.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.B3.0z
Tray "Z" pick roller brand new (engine detected).

The engine detected that new tray feed rollers have been installed.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B3.01: Tray 1 feed roller brand new (engine detected).

● 53.B3.02: Tray 2 feed roller brand new (engine detected).

● 53.B3.03: Tray 3 feed roller brand new (engine detected).

● 53.B3.04: Tray 4 feed roller brand new (engine detected).

● 53.B3.05: Tray 5 feed roller brand new (engine detected).

● 53.B3.06: Tray 6 feed roller brand new (engine detected).

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.C1.0z Tray "Z" size mismatch.

The specified tray contains a size that does not match the configured size.

Complete screen message:

The specified tray contains a size that does not match the configured size.

The tray is configured to support the only size indicated

Confirm guides are in correct position.

This issue occurs when the managed print provider has locked the paper tray to either letter or A4 and
the tray has a different size paper loaded.

NOTE: This can occur if the tray was swapped out or the physical trays locks in the tray were removed
and the guides changed.

● 53.C1.02: Tray 2 size mismatch.

Recommended action 219

 ● 53.C1.03: Tray 3 size mismatch.

● 53.C1.04: Tray 4 size mismatch.

● 53.C1.05: Tray 5 size mismatch.

● 53.C1.06: Tray 6 size mismatch.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. Contact your managed print provider if you need to change the paper size from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the media size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

54.WX.YZ error messages

54.* errors
Errors in the 54.* family are related to the image-formation system.

● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.

● For HP PageWide printers, they can indicate a problem with the calibration process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

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

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

220 Chapter 7 Numerical control panel messages

 b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

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

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

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.00.01
Environment sensor error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Replace the environment sensor PCA assembly.

Environment sensor PCB assembly Part number: RM3-7236-000CN

Recommended action call-center agents and onsite technicians 221

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

1. Turn the printer off, and then on.

2. Ensure that the connector for the environment sensor on the engine controller J121 is correctly
seated and not damaged.

3. Replace the environment sensor PCA assembly.

Environment sensor PCB assembly Part number: RM3-7236-000CN

See the Repair Service Manual for this product.

54.00.06, 54.00.18, 54.00.19

Density/ITB sensor error.

● 54.00.06: Dmax density sensor. Density sensor abnormality warning. Event log only.

● 54.00.18: The ITB top sensor malfunctioned.

● 54.00.19: ITB/Top sensor abnormality. Event log only.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

3. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

3. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

222 Chapter 7 Numerical control panel messages

54.14.00
CPR sensor error

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

3. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

3. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

54.00.15, 54.01.15, 54.02.15, or 54.03.15

Toner level sensor error

● 54.00.15 — Black toner level sensor error.

● 54.01.15 — Cyan toner level sensor error.

● 54.02.15 — Magenta toner level sensor error.

● 54.03.15 — Yellow toner level sensor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

54.14.00 223
 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, reseat the density sensor connections on the DC Controller.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

54.0x.0B, 54.0x.0C, 54.0x.0D, or 54.0x.0E (Event log only)

Density sensor out of range error or Dhalf calibration failure.

Misregistration measurement abnormality error.

● 54.00.0B, 54.00.0C 54.00.0D, 54.00.0E — Black

● 54.01.0B, 54.01.0C 54.01.0D, 54.01.0E — Cyan

● 54.02.0B, 54.02.0C 54.02.0D, 54.02.0E — Magenta

● 54.03.0B, 54.03.0C 54.03.0D, 54.03.0E — Yellow

Recommended action for customers

Use the following steps to resolve the error.

224 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, reseat the density sensor connections on the DC Controller.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

6. If the error persists, elevate the case using the Standard Support Procedure.

54.05.07 or 54.06.07 or 54.07.07 or 54.08.07

The printer experienced drum phase control sensor error.

● 54.05.07 - Black Drum Phase Control Sensor Error

● 54.06.07 - Cyan Drum Phase Control Sensor Error

Recommended action for call-center agents 225

 ● 54.07.07 - Magenta Drum Phase Control Sensor Error

● 54.08.07 - Yellow Drum Phase Control Sensor Error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Drum motor (M2) Part number: RM2-7342-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Drum motor (M2) Part number: RM2-7342-000CN

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

54.21.00
Laser/scanner beam detect error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly part number: RM2-5612-000CN

226 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. If the error returns, check the wire harness from the laser/scanner to the DC controller.

a. Check the following connectors on DC controller J110, 111 and J123.

b. Check the connectors on the laser/scanner J801 and J802.

3. If the error persists, replace the laser/scanner assembly.

Laser scanner assembly part number: RM2-5612-000CN

For Single function printer instructions: See the Repair Service Manual for this product.
For MFP instructions: See the Repair Service Manual for this product.

54.0B.yz Event log only

Density sensor out of range or density measurement abnormality.

● 54.0B.00 or 54.0B.10— Black

● 54.0B.01 or 54.0B.11— Cyan

● 54.0B.02 or 54.0B.12— Magenta

● 54.0B.03 or 54.0B.13— Yellow

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: After an HP supply has reached the very low threshold, the HP premium protection
warranty ends and the customer is responsible for replacing the part(s).

3. Check the Intermediate transfer belt (ITB) for damage and replace the Intermediate transfer belt
(ITB) as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

4. From the Printer Maintenance menu run the Full Calibration.

Recommended action for onsite technicians 227

 5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: After an HP supply has reached the very low threshold, the HP premium protection
warranty ends and the customer is responsible for replacing the part(s).

3. Check the Intermediate transfer belt (ITB) for damage and replace the Intermediate transfer belt
(ITB) as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

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

4. From the Printer Maintenance menu run the Full Calibration.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

54.0C.0z or 54.0D.0z
DHalf warning..

● 54.0C.00, 54.0D.00 — Black DHalf warning.

● 54.0C.01, 54.0D.01 — Cyan DHalf warning.

54.0C.02, 54.0D.02 — Magenta DHalf warning.

54.0C.03, 54.0D.03 — Yellow DHalf warning.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

228 Chapter 7 Numerical control panel messages

 2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: After an HP supply has reached the very low threshold, the HP premium protection
warranty ends and the customer is responsible for replacing the part(s).

3. Check the Intermediate transfer belt (ITB) for damage and replace the Intermediate transfer belt
(ITB) as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

4. From the Printer Maintenance menu run the Full Calibration.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the power off, and then on.

2. Check the supplies status page to ensure that the toner cartridges are not past their useful life.

NOTE: After an HP supply has reached the very low threshold, the HP premium protection
warranty ends and the customer is responsible for replacing the part(s).

3. Check the Intermediate transfer belt (ITB) for damage and replace the Intermediate transfer belt
(ITB) as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

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

4. From the Printer Maintenance menu run the Full Calibration.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

54.0F.00, 54.0F.01, 54.0F.02, or 54.0F.03 Event log only

Density sensor or CPR out of range.

Misregistration measurement abnormality error.

● 54.0F.00 — Black

● 54.0F.01 — Cyan

● 54.0F.02 — Magenta

● 54.0F.03 — Yellow

Recommended action for customers

Use the following steps to resolve the error.

Recommended action for onsite technicians 229

 1. Turn the printer off, and then on.

2. From the Printer Maintenance menu run the Full Calibration.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, and a surge protector is in use, perform the following:

a. Turn the printer off.

b. Remove the surge protector and plug the printer directly into the wall socket.

c. Turn the printer on.

4. If the error persists, reseat the density sensor connections on the DC Controller.

5. If the error persists, replace the density detect sensor assembly.

Density detect sensor part number: RM2-7399-000CN

See the Repair Service Manual for this product.

6. If the error persists, elevate the case using the Standard Support Procedure.

55.WX.YZ error messages

55.* errors
Errors in the 55.* family often indicate a problem with the DC controller.

230 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Reset the printer:

a. Turn the printer off using the power switch, and then wait at least 30 seconds.

b. Turn the printer on and wait for it to initialize.

2. Make sure the printer is running the most current version of firmware.

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

3. If the error persists, replace the DC controller.

55.00.00, 55.01.00, 55.30.00 or 55.40.00

Engine communication or memory error.

● 55.00.00 Engine communication error.

● 55.01.00 DC Controller memory error.

● 55.30.00 Engine communication error.

● 55.40.00 Engine communication timeout error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, replace the DC Controller PCB Assembly:

DC controller part number: RM3-7272-000CN

Recommended action for customers 231

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

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, replace the Engine Controller PCB Assembly:

DC controller part number: RM3-7272-000CN

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

55.00.05 Engine Firmware RFU Error

The DC controller firmware upgrade failed.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. If issue remains, perform a firmware upgrade.

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If issue remains, perform a firmware upgrade.

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

3. If the error persists, replace the DC controller PCA.

DC controller part number: RM3-7272-000CN

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

Table 7-13 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

232 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. If issue remains, perform a firmware upgrade.

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

3. If the error persists, replace the DC controller PCA.

DC controller part number: RM3-7272-000CN

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

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

Table 7-14 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

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

55.01.06 or 55.02.06
DC controller NVRAM memory error.

● 55.01.06 - DC controller NVRAM data error

● 55.02.06 - DC controller NVRAM access error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

Recommended action for onsite technicians 233

 3. If the error persists, replace the DC controller PCA.

DC controller part number: RM3-7272-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error persists, replace the DC controller PCA.

DC controller part number: RM3-7272-000CN

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

56.WX.YZ error messages

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

Recommended action
Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. If any third-party hardware is installed, remove it and try printing again.

3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.

4. Reinstall the tray, and make sure it is correctly seated.

56.01.00
The printer experienced an illegal input.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. Remove any third-party hardware and test again.

234 Chapter 7 Numerical control panel messages

57.WX.YZ error messages
57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.

2. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01 Fan failure

Power supply fan FM1 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

57.* errors 235

 2. If the error persists, replace the power supply fan FM1.

Fan assembly Part number: RK2-6270-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, then on.

2. Disconnect and reconnect J205 on the driver PCA.

3. If the error persists, replace the power supply fan FM1.

Fan assembly Part number: RK2-6270-000CN

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

57.00.01 Fan failure

Cartridge fan FM2 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the cartridge fan FM2..

Fan assembly Part number: RK2-6270-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect J206 on the driver PCA.

3. If the error persists, replace the cartridge fan FM2..

Fan assembly Part number: RK2-6270-000CN

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

58.WX.YZ error messages

58.* errors
Errors in the 58.* family indicate an electrical problem inside the printer.

236 Chapter 7 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

3. Check all connections on the DC Controller and the power supply. Trace the connections from
the DC Controller and power supply to the sensors and other components and reseat them if
necessary.

58.04.00
AC/LVPS Power Failure.

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

NOTE: This error might be caused by source power related issues.

Recommended action for customers 237

 Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the printer is plug into a dedicated power outlet.

6. Check the voltage label on the back of the product. If the product is rated 220V and is plugged
into a 110V outlet, this error might occur. In most cases, no damage is caused to the product. If a
power transformer is used to convert 220V power to 110V, verify that the transformer power rating
is sufficient to operate the product.

7. If the error persists, replace the low-voltage power assembly.

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

NOTE: This error might be caused by source power related issues.

Determine if the area where the printer is located has experienced brown outs or is subject to
power quality issues.

4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only
device using the circuit.

5. Ensure the printer is plug into a dedicated power outlet.

6. Check the voltage label on the back of the product. If the product is rated 220V and is plugged
into a 110V outlet, this error might occur. In most cases, no damage is caused to the product. If a
power transformer is used to convert 220V power to 110V, verify that the transformer power rating
is sufficient to operate the product.

7. If the error persists, replace the low-voltage power supply (LVPS).

LV power supply PCA (110-127V)RM3-7278-000CN

LV power supply PCA (220-240V)RM3-7279-000CN
For instructions: See the Repair Service Manual for this product.

238 Chapter 7 Numerical control panel messages

59.WX.YZ error messages
59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.03.00 or 59.04.00 Fuser error

Fuser motor M4 start up error or fuser motor M4 rotational error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

59.* errors 239

 4. If the error persists, replace the fuser motor M4.

Assembly, fixing motorRM2-7349-000CN

NOTE: Add notes: Before replacing the motor, the service technician should ensure that the fuser
assembly is not damaged and causing the issue.

5. If the error persists after the motor has been replaced, replace the DC controller.

DC controller part number: RM3-7272-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. If the error persists, replace the fuser motor M4.

Assembly, fixing motorRM2-7349-000CN

NOTE: Before replacing the motor, the service technician should ensure that the fuser assembly
is not damaged and causing the issue.

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

5. If the error persists after the motor has been replaced, replace the DC controller.

DC controller part number: RM3-7272-000CN

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

59.09.00 or 59.0A.00
Main motor error.

An ITB motor error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

240 Chapter 7 Numerical control panel messages

 3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. If the error persists, replace the drum motor M2.

Drum motor (M2) Part number: RM2-7342-000CN

5. If the error persists after the motor has been replaced, replace the DC controller.

DC controller part number: RM3-7272-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. If the error persists, replace the drum motor M2.

Drum motor (M2) Part number: RM2-7342-000CN

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

5. If the error persists after the motor has been replaced, replace the DC controller.

DC controller part number: RM3-7272-000CN

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

59.00.F0
ITB alienation mechanism failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. If the error persists, replace the Intermediate transfer belt (ITB).

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

Recommended action for onsite technicians 241

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

NOTE: There is an Emerging Issue document that should be followed for any 59.00.F0 error.

Go to: HP Color LaserJet Enterprise M455, M480, E45028, E47528 – 59.00.F0 (ITB alienation mechanism
failure) Emerging Issue

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize.

3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted
power supplies, and plug printer directly in to a wall socket.

4. If the error persists, replace the Intermediate transfer belt (ITB).

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

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

59.5x.00 or 59.6x.00
The printer experienced drum motor M2 error.

● 59.05.50 Image drum motor startup error - black.

● 59.05.60 Image drum rotation startup error - black.

● 59.06.50 Image drum motor startup error - cyan.

● 59.06.60 Image drum rotation startup error - cyan.

● 59.07.50 Image drum motor startup error - magenta.

● 59.07.60 Image drum rotation startup error - magenta.

● 59.08.50 Image drum motor startup error - yellow.

● 59.08.60 Image drum rotation startup error - yellow.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

242 Chapter 7 Numerical control panel messages

 3. Open the front cover and remove the indicated toner cartridge. Ensure the toner cartridge is an
authentic HP supply. Inspect the toner cartridge for damage that might cause it not to rotate
correctly. Replace the toner cartridge as needed.

NOTE: If the toner cartridge is damaged or if the drum in the cartridge does not rotate correctly it
might cause this error

4. If the error persists, replace the drum motor assembly.

Drum motor (M2) Part number: RM2-7342-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. Open the front cover and remove the indicated toner cartridge. Ensure the toner cartridge is an
authentic HP supply. Inspect the toner cartridge for damage that might cause it not to rotate
correctly. Replace the toner cartridge as needed.

NOTE: If the toner cartridge is damaged or if the drum in the cartridge does not rotate correctly it
might cause this error

4. If the error persists, replace the drum motor assembly.

Drum motor (M2) Part number: RM2-7342-000CN

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

59.0x.70 or 59.0x.80
The printer experienced a developer motor M3 error.

● 59.05.70 Black developer motor startup error.

● 59.05.80 Black developer motor rotation error.

● 59.06.70 Cyan developer motor startup error.

● 59.06.80 Cyan developer motor rotation error.

● 59.07.70 Magenta developer motor startup error.

● 59.07.80 Magenta developer motor rotation error.

● 59.08.70 Yellow developer motor startup error.

● 59.08.80 Yellow developer motor rotation error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for onsite technicians 243

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error persists, replace the developer motor assembly M3.

Developing motor (M3) part number: RM2-7344-000CN

IMPORTANT: Add notes: The service technician to should check the connectors on the DC
controller for the specific motor before replacing any parts. This is especially important if any
previous parts have been replaced.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the power by using the power switch, and then wait at least 30 seconds.

2. Turn on the power and wait for the product to initialize

3. If the error persists, replace the developer motor assembly M3.

Developing motor (M3) part number: RM2-7344-000CN

IMPORTANT: The service technician to should check the connectors on the DC controller for the
specific motor before replacing any parts. This is especially important if any previous parts have
been replaced.
For instructions: See the Repair Service Manual for this product.

60.WX.YZ error messages

60.* errors
Errors in the 60.* family are related to one of the optional trays.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

244 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Use the Tray/Bin Manual Sensor test to verify that the sensors for each tray are functioning
correctly.

2. Check all connectors on the paper feeder PCA.

3. Replace the optional paper feeder.

60.00.02
Tray 2 lift motor error.

Recommended action for customers

Use the following steps to resolve the error.

1. Open the indicated tray and remove all the paper.

2. Close the tray and see if the error still persists.

3. Reload the paper tray making sure the tray guides are set correctly and the tray is not over loaded.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open tray 2 and remove all the paper from the cassette.

2. Close the tray to see if it will lift successfully.

3. If the error persists, remove the tray 2 cassette and check the tray for any damage or defects that
might keep it from lifting. If the tray is damaged, replace the cassette tray.

Cassette (Tray 2) assembly part number: RM2-6377-000CN

4. If the tray is not damaged and the error persists, replace the lifter drive assembly.

Paper pickup assembly part number: RM2-6372-000CN

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open tray 2 and remove all the paper from the cassette.

2. Close the tray to see if it will lift successfully.

Recommended action for call-center agents and onsite technicians 245

 3. If the error persists, remove the tray 2 cassette and check the tray for any damage or defects that
might keep it from lifting. If the tray is damaged, replace the cassette tray.

Cassette (Tray 2) assembly part number: RM2-6377-000CN

4. If the tray is not damaged and the error persists, replace the lifter drive assembly.

Paper pickup assembly part number: RM2-6372-000CN

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

60.00.03
Tray 3 lift motor error.

Recommended action for customers

Use the following steps to resolve the error.

1. Open the indicated tray and remove all the paper.

2. Close the tray and see if the error still persists.

3. Reload the paper tray making sure the tray guides are set correctly and the tray is not over loaded.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open tray 3 and remove all the paper from the cassette.

2. Close the tray to see if it will lift successfully.

3. If the error persists, remove the tray 3 cassette and check the tray for any damage or defects that
might keep it from lifting. If the tray is damaged, replace the cassette tray.

Cassette assembly, Tray 3 (550-sheet paper feeder) part number: RM2-6486-000CN

4. If the tray is not damaged and the error persists, replace the lifter drive assembly.

Paper pickup assembly (550-sheet paper feeder) part number: RM2-6490-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open tray 3 and remove all the paper from the cassette.

2. Close the tray to see if it will lift successfully.

3. If the error persists, remove the tray 3 cassette and check the tray for any damage or defects that
might keep it from lifting. If the tray is damaged, replace the cassette tray.

Cassette assembly, Tray 3 (550-sheet paper feeder) part number: RM2-6486-000CN

4. If the tray is not damaged and the error persists, replace the lifter drive assembly.

Paper pickup assembly (550-sheet paper feeder) part number: RM2-6490-000CN

246 Chapter 7 Numerical control panel messages

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

62.WX.YZ error messages

62.00.00 To continue turn off then on.
Internal system failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, replace the hard disk.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002
See the Repair Service Manual for this product.

70.WX.YZ error messages

70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB)
depending on your printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

62.00.00 To continue turn off then on. 247

 1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Replace the DC controller or the Main board PCA (ECB) as needed.

80.WX.YZ, 81.WX.YZ error messages

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 80.00.00 error: Managed device lost connection to service provider. The product is under a service
contract and has lost network connectivity for license validation.

● 80.01.01 error: HP Accessibility Assistant connection error. Managed device is unable to establish a
connection with the HP Accessibility Assistant.

● 80.01.02 error: Managed Device Unknown HP Accessibility Assistant error.

● 80.01.03 error: HP Accessibility Assistant connection lost. The product lost communication with the
HP Accessibility Assistant.

● 80.01.04 error: HP Accessibility Assistant disconnected. The HP Accessibility Assistant was

disconnected from the product.

● 80.01.05 error: HP Accessibility Assistant detected. Restart required. The HP Accessibility Assistant
was connected to the product after turn on. The HP Accessibility Assistant is not a plug-and-play
device.

Recommended action for customers

Customer actions for 80.* errors.

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

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

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

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

248 Chapter 7 Numerical control panel messages

Recommended action for call center agents
Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

Recommended action for call center agents 249

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

80.0X.YY Embedded Jetdirect Error

An Embedded HP JetDirect print server critical error has occurred.

● 80.01.80: (event log) No heartbeat

● 80.01.81: (event log) Reclaim timeout

● 80.01.82: (event log) Invalid data length

● 80.01.8B: (event log) Invalid max outstanding packet header field

● 80.01.8C: (event log) Invalid channel mapping response

● 80.03.01: (event log) No PGP buffers

250 Chapter 7 Numerical control panel messages

 ● 80.03.02: (event log) Channel table full

● 80.03.03: (event log) Producer index not reset

● 80.03.04: (event log) Consumer index not reset

● 80.03.05: (event log) Queue position size too small

● 80.03.06: (event log) Transport overflow

● 80.03.07: (event log) No overflow packets

● 80.03.08: (event log) Invalid identify response

● 80.03.09: (event log) Invalid channel map return status

● 80.03.10: (event log) Invalid reclaim return status

● 80.03.12: (event log) Datagram invalid buffer

● 80.03.13: (event log) Max stream channels

● 80.03.14: (event log) Max datagram channels

● 80.03.15: (event log) Card reset failed

● 80.03.16: (event log) Self-test failure

● 80.03.17: (event log) Unknown PGP packet

● 80.03.18: (event log) Duplicate I/O channel

Recommended action for customers

Use the following steps to resolve the error.

1. Turn the printer off, and then on.

2. Remove the RJ45 cable.

3. Turn the printer off, and then on.

4. Reconnect the RJ45 cable.

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

Recommended action for call center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the RJ45 cable.

3. Turn the printer off, and then on.

4. Reconnect the RJ45 cable.

Recommended action for customers 251

 5. If the error persists, replace the formatter.

Table 7-15 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the RJ45 cable.

3. Turn the printer off, and then on.

4. Reconnect the RJ45 cable.

5. If the error persists, replace the formatter.

Table 7-16 Part numbers

Description Part number Model numbers

Formatter (SFP) 3PZ95-67903 M455dn, E45028dn

Formatter (China/India; SFP) 3PZ95-67904 M455dn, E45028dn

Formatter (MFP) 3QA55-67901 M480f, E47528f

Formatter (China/India; MFP) 3QA55-67902 M480f, E47528f

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

81.09.00 Error
Internal Jetdirect Inside Networking event.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technician

Follow these troubleshooting steps in the order presented.

1. Verify that the issue occurs with the latest version of firmware.

a. Obtain the latest public firmware version for the device from hp.com.

252 Chapter 7 Numerical control panel messages

 b. Update the device firmware.

c. The device will reboot during the firmware update process.

d. If available (from HP Advance Technical Support), obtain the latest interim version of firmware
to perform the same update test.

e. If the issue persists, continue with the next troubleshooting step.

2. Verify that the issue occurs when the device has the latest firmware and is not connected to the
network.

a. Disconnect the network cable from the network I/O port on the device.

b. Turn the printer off, and then on.

c. If the error persists, continue with the next troubleshooting step.

3. Verify that the issue occurs when disconnected from the network and with default configuration.

a. Run a partial clean.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-
state drives" (ish_4502973-4502949-16) - .

b. If the error persists, continue with the next troubleshooting step.

4. Call center agents: Dispatch an onsite technician to re-establish the trusted platform module state
in the printer.

IMPORTANT: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered
is only available for adding a level of security on a device that never had a TPM paired from the
factory. A new TPM cannot be installed for security reasons.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Customer actions for 80.* errors.

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

82.* errors 253

 1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

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

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

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

254 Chapter 7 Numerical control panel messages

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

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

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

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

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

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

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

e. Press the OK button again.

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

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

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

Recommended action for call center agents 255

 This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

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

98.WX.YZ error messages

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

256 Chapter 7 Numerical control panel messages

 2. Download and install the most current version of the firmware.

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

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

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

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

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

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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

98.00.01 or 98.01.00 Corrupt data in firmware volume 257

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

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

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

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

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

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

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.

258 Chapter 7 Numerical control panel messages

Recommended action
1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

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

3. Rerun the file erase function.

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

99.WX.YZ error messages

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

Recommended action for customers

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

1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents and onsite technicians

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

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.

This is a CRC error in the firmware image (bad image).

Recommended action 259

 Recommended action
■ Download the firmware upgrade file, and then attempt the upgrade again.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions
For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.03 Upgrade not performed error writing to disk

A remote firmware upgrade (RFU) was not performed.

This is a disk error. It might indicate a problem or a hard disk failure. It might be necessary to check the
connection to the hard disk or replace the hard disk.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

260 Chapter 7 Numerical control panel messages

 2. If the error persists, run the Clean Disk process from the Preboot menu.

You will need to download the firmware from the Preboot menu.
Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

2. If the error persists, run the Clean Disk process from the Preboot menu.

You will need to download the firmware from the Preboot menu.
Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002
See the Repair Service Manual for this product.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

Recommended action for onsite technicians 261

 The most common cause is an issue with the network environment.

Recommended action
1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.06 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

The issue is an unexpected read error when reading the header number and size.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

Go to HP FutureSmart - Latest Firmware Versions.

2. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

Go to HP FutureSmart - Latest Firmware Versions.

2. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

262 Chapter 7 Numerical control panel messages

 MFP Printer: eMMC 16GB Part number: B5L32-60002
See the Repair Service Manual for this product.

99.00.07 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

The issue is an unexpected read error when reading the rest of the header.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

Go to HP FutureSmart - Latest Firmware Versions.

2. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

2. If the error persists, replace the hard disk drive.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002
See the Repair Service Manual for this product.

99.00.08 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

The issue is an unexpected read error when reading image data.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

99.00.07 Upgrade not performed error reading upgrade 263

 2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

Go to HP FutureSmart - Latest Firmware Versions.

2. If the error persists, replace the eMMC.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the RFU file, and then attempt the upgrade again.

2. If the error persists, replace the hard disk drive.

Single function printer: eMMC 4GB part number: 3PZ15-67905

MFP Printer: eMMC 16GB Part number: B5L32-60002
See the Repair Service Manual for this product.

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.12 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

264 Chapter 7 Numerical control panel messages

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

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

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

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

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

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

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

Recommended action 265

 The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware VersionsFor the more
information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reload the firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions
Firmware update steps,
For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.02.01
Firmware installation was successful.

266 Chapter 7 Numerical control panel messages

Recommended action
See recommended action.

■ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.

This typically happens because an HDD was swapped into a device from another device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

Recommended action 267

 a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

This error indicates that the expected encrypted HDD is not present.

This is expected behavior when installing a new HDD in a device where the previous HDD was encrypted.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

268 Chapter 7 Numerical control panel messages

8 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
Canceling...<jobname>
The printer is canceling the current job <jobname>.

Recommended action
See recommended action.

■ No action necessary.

Wrong cartridges in slot

The printer displays this message when 1 or more toner cartridges are installed in the wrong slot.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reinstall the toner cartridges in the correct slots.

From front to back, the toner cartridges should be installed in this order:

● Black

● Cyan

● Magenta

● Yellow

Cartridge Memory Error

Unable to read cartridge data from the indicated cartridges.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Reinstall the toner cartridge.

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

Alphabetical control panel messages 269

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

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

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

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

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

cartridge to the vendor where purchased.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

270 Chapter 8 Alphabetical control panel messages

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

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

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

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

Table 8-1 Toner cartridge part details

Part Number Description Region

W2020A HP 414A Black LaserJet Toner ROW

Cartridge

W2021A HP 414A Cyan LaserJet Toner ROW

Cartridge

W2022A HP 414A Yellow LaserJet Toner ROW

Cartridge

W2023A HP 414A Magenta LaserJet Toner ROW

Cartridge

W2020X HP 414X Black LaserJet Toner ROW

Cartridge

W2021X HP 414X Cyan LaserJet Toner ROW

Cartridge

W2022X HP 414X Yellow LaserJet Toner ROW

Cartridge

W2023X HP 414X Magenta LaserJet Toner ROW

Cartridge

W2030A HP 415A Black LaserJet Toner EMEA

Cartridge

W2031A HP 415A Cyan LaserJet Toner EMEA

Cartridge

W2032A HP 415A Yellow LaserJet Toner EMEA

Cartridge

W2033A HP 415A Magenta LaserJet Toner EMEA

Cartridge

W2030X HP 415X Black LaserJet Toner EMEA

Cartridge

W2031X HP 415X Cyan LaserJet Toner EMEA

Cartridge

W2032X HP 415X Yellow LaserJet Toner EMEA

Cartridge

W2033X HP 415X Magenta LaserJet Toner EMEA

Cartridge

W2040A HP 416A Black LaserJet Toner APJ

Cartridge

Recommended action for call-center agents and onsite technicians 271

 Table 8-1 Toner cartridge part details (continued)

Part Number Description Region

W2041A HP 416A Cyan LaserJet Toner APJ

Cartridge

W2042A HP 416A Yellow LaserJet Toner APJ

Cartridge

W2043A HP 416A Magenta LaserJet Toner APJ

Cartridge

W2040X HP 416X Black LaserJet Toner APJ

Cartridge

W2041X HP 416X Cyan LaserJet Toner APJ

Cartridge

W2042X HP 416X Yellow LaserJet Toner APJ

Cartridge

W2043X HP 416X Magenta LaserJet Toner APJ

Cartridge

6. Download the following firmware version for your printer model from HP Support: 002.2118A

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

8. On the Configuration Page, make sure that the firmware version installed is 002.2118A.

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

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

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

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

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

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

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

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

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

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

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

iv. Was the cartridge used in multiple printers?

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

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

Cartridge Memory Missing

Unable to read cartridge data from the indicated cartridges.

272 Chapter 8 Alphabetical control panel messages

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

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

2. Reinstall the toner cartridge.

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

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

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

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

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

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

cartridge to the vendor where purchased.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

2. Reinstall the toner cartridge.

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

Recommended action for customers 273

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

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

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

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

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

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

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

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

Table 8-2 Toner cartridge part details

Part Number Description Region

W2020A HP 414A Black LaserJet Toner ROW

Cartridge

W2021A HP 414A Cyan LaserJet Toner ROW

Cartridge

W2022A HP 414A Yellow LaserJet Toner ROW

Cartridge

W2023A HP 414A Magenta LaserJet Toner ROW

Cartridge

W2020X HP 414X Black LaserJet Toner ROW

Cartridge

W2021X HP 414X Cyan LaserJet Toner ROW

Cartridge

W2022X HP 414X Yellow LaserJet Toner ROW

Cartridge

W2023X HP 414X Magenta LaserJet Toner ROW

Cartridge

W2030A HP 415A Black LaserJet Toner EMEA

Cartridge

W2031A HP 415A Cyan LaserJet Toner EMEA

Cartridge

W2032A HP 415A Yellow LaserJet Toner EMEA

Cartridge

274 Chapter 8 Alphabetical control panel messages

 Table 8-2 Toner cartridge part details (continued)

Part Number Description Region

W2033A HP 415A Magenta LaserJet Toner EMEA

Cartridge

W2030X HP 415X Black LaserJet Toner EMEA

Cartridge

W2031X HP 415X Cyan LaserJet Toner EMEA

Cartridge

W2032X HP 415X Yellow LaserJet Toner EMEA

Cartridge

W2033X HP 415X Magenta LaserJet Toner EMEA

Cartridge

W2040A HP 416A Black LaserJet Toner APJ

Cartridge

W2041A HP 416A Cyan LaserJet Toner APJ

Cartridge

W2042A HP 416A Yellow LaserJet Toner APJ

Cartridge

W2043A HP 416A Magenta LaserJet Toner APJ

Cartridge

W2040X HP 416X Black LaserJet Toner APJ

Cartridge

W2041X HP 416X Cyan LaserJet Toner APJ

Cartridge

W2042X HP 416X Yellow LaserJet Toner APJ

Cartridge

W2043X HP 416X Magenta LaserJet Toner APJ

Cartridge

6. Download the following firmware version for your printer model from HP Support: 002.2118A

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

8. On the Configuration Page, make sure that the firmware version installed is 002.2118A.

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

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

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

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

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

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

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

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

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

Recommended action for call-center agents and onsite technicians 275

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

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

iv. Was the cartridge used in multiple printers?

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

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

Checking engine
The printer is conducting an internal test.

Recommended action
See recommended action.

■ No action necessary.

Checking paper path

The printer is checking for possible paper jams.

Recommended action
See recommended action.

■ No action necessary.

Cleaning
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is
complete.

Recommended action
See recommended action.

■ No action necessary.

Close the cartridge access door

The front cartridge access door is open.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Close the front cartridge access door.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

276 Chapter 8 Alphabetical control panel messages

 1. Close the front cartridge access door.

2. Check the flat projection part on the top left on the inside of the door. If it is damaged, replace the
front door assembly.

Figure 8-1 Check front door flag

Front (cartridge) door assembly (SFP) part number: RM2-1823-000CN

Front (cartridge) door assembly (MFP) part number: RM2-1824-000CN

3. If the problem persists, replace the front door switch SW7.

Door open switch (SW7, SW501) part number: RK2-0534-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the front cartridge access door.

2. Check the flat projection part on the top left on the inside of the door. If it is damaged, replace the
front door assembly.

Figure 8-2 Check front door flag

Front (cartridge) door assembly (SFP) part number: RM2-1823-000CN

Front (cartridge) door assembly (MFP) part number: RM2-1824-000CN
For instructions: See the Service Manual for this printer.

Recommended action for onsite technicians 277

 3. Check the connection for switch SW7 Front door switch (micro-switch) on the DC controller PCA
J211.

4. If the problem persists, replace the front door switch SW7.

Door open switch (SW7, SW501) part number: RK2-0534-000CN

For instructions: See the Service Manual for this printer.

<Color> cartridge low

The indicated toner cartridge is nearing the end of its useful life.

<Color> =

Black

Cyan

Magenta

Yellow

Recommended action
Follow these troubleshooting steps in the order presented.

■ Printing can continue, but consider having a replacement supply on hand.

<Color> cartridge very low

The indicated toner cartridge is very low.

The indicated toner cartridge is at the end of its useful life. A customer configurable option on this
product is "Low threshold" this can be set to the percentage for the very low message. This option is
provided as a customer convenience and is not an indication these pages will have acceptable print
quality.

<Color> =

Black

Cyan

Magenta

Yellow

Recommended action
Follow these troubleshooting steps in the order presented.

■ To ensure optimal print quality, HP recommends replacing the toner cartridge at this point. You can
continue printing until you notice a decrease in print quality. Actual cartridge life might vary.

NOTE: Once an HP supply has reached Very Low, HP’s Premium Protection Warranty on that supply
has ended. All print defects or cartridge failures incurred when an HP supply is used in Continue at
very low mode will not be considered to be defects in materials or workmanship in the supply under
the HP Print Cartridge Warranty Statement.

278 Chapter 8 Alphabetical control panel messages

Cooling device
The printer is cooling.

Recommended action
See recommended action.

■ No action necessary.

Data received To print last page press “OK”

The printer is waiting for the command to print the last page.

Recommended action
■ Touch the “OK” button on the control panel to print the last page of the job.

Device error. Press [OK] to continue

Paper has been delayed as it moves through the product.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Press the OK button to clear the message.

2. To avoid this problem, try the following solutions:

● Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against
the back edge of the tray.

● Use paper that meets HP specifications. Store paper unopened in its original packaging.

● Use the product in an area that meets the environmental specifications for this product.

Device is busy. Tray again later

The product is currently in use.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Wait for the product to finish the current job, or to finish initializing.

2. Turn the product off, then on, to see whether it comes to a Ready state.

3. Restore the device to the factory default settings. (Setup Menu -> Service Menu -> Restore
Defaults)

4. If the issue persists, upgrade to the latest firmware.

Cooling device 279

 Document feeder jam. Clear and reload
Paper is jammed in the document feeder tray or a sensor has incorrectly detected media in the
document feeder paper path.

31.13 jam error in the document feeder

Use the following procedure to check for paper in all possible jam locations related to the document
feeder.

Recommended action for customers

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

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

● 31.13.13 Jam in document feeder

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

1. Open the document feeder cover.

280 Chapter 8 Alphabetical control panel messages

2. Remove any jammed paper.

3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

31.13 jam error in the document feeder 281

 5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

6. Lower the scanner lid.

7. If the error persists, ensure that the paper meets the document feeder (ADF) specifications for the
printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is

282 Chapter 8 Alphabetical control panel messages

 loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 8-3 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Open the document feeder and check and clean the Document Feeder Kit rollers and separation
pad by removing any visible lint or dust from each of the feed rollers and the separation pad using
a clean lint-free cloth moistened with warm water. View the How to Clean the Pick Rollers in HP
LaserJet and PageWide Printers for detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

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

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted tightly
against the document. Remove all staples and paper clips from original documents.

31.13 jam error in the document feeder 283

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder cover.

2. Remove any jammed paper.

284 Chapter 8 Alphabetical control panel messages

3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

Recommended action for call-center agents 285

 6. Lower the scanner lid.

7. If there error persists, ensure that the paper meets the document feeder (ADF) specifications for
the printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 8-4 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened

286 Chapter 8 Alphabetical control panel messages

 with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

10. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

11. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder lid, pull the sheets back into the input tray, and then resume the job.

2. Check the paper guides and make sure that they are set to the correct paper width.

Figure 8-5 Set the ADF guides

3. Make sure that the input tray is not overloaded and the tray guides are correctly aligned to both
edges of the paper.

Recommended action for onsite technicians 287

 4. Verify that the paper meets the printer specifications.

5. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened
with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

6. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

7. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

Document feeder miss-pick. reload

Document feeder did not pick the paper from the tray correctly.

31.13 jam error in the document feeder

Use the following procedure to check for paper in all possible jam locations related to the document
feeder.

Recommended action for customers

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

● 31.13.01 Jam in document feeder

● 31.13.02 Jam in document feeder

288 Chapter 8 Alphabetical control panel messages

● 31.13.13 Jam in document feeder

In addition to the instructions provided below

NOTE: The printer model referenced in this video might be different from your printer model, but the
steps to clear the jam are the same.

1. Open the document feeder cover.

2. Remove any jammed paper.

31.13 jam error in the document feeder 289

 3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

290 Chapter 8 Alphabetical control panel messages

6. Lower the scanner lid.

7. If the error persists, ensure that the paper meets the document feeder (ADF) specifications for the
printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 8-6 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Open the document feeder and check and clean the Document Feeder Kit rollers and separation
pad by removing any visible lint or dust from each of the feed rollers and the separation pad using

31.13 jam error in the document feeder 291

 a clean lint-free cloth moistened with warm water. View the How to Clean the Pick Rollers in HP
LaserJet and PageWide Printers for detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

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

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted tightly
against the document. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder cover.

292 Chapter 8 Alphabetical control panel messages

2. Remove any jammed paper.

3. Close the document feeder cover.

4. Lift the document feeder input tray to provide better access to the document feeder output bin,
and then remove any jammed paper from the output area.

Recommended action for call-center agents 293

 5. Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

6. Lower the scanner lid.

7. If there error persists, ensure that the paper meets the document feeder (ADF) specifications for
the printer.

8. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is

294 Chapter 8 Alphabetical control panel messages

 loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 8-7 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document feeder input tray are adjusted
correctly. Remove all staples, paper clips, or tape from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

9. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened
with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

10. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

11. If the issue persists, integrated scanner assembly (ISA).

Integrated scanner assembly part number: W1A73-60113

Recommended action for call-center agents 295

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

1. Open the document feeder lid, pull the sheets back into the input tray, and then resume the job.

2. Check the paper guides and make sure that they are set to the correct paper width.

Figure 8-8 Set the ADF guides

3. Make sure that the input tray is not overloaded and the tray guides are correctly aligned to both
edges of the paper.

4. Verify that the paper meets the printer specifications.

5. Check and clean the Document Feeder Kit rollers and separation pad by removing any visible lint
or dust from each of the feed rollers and the separation pad using a clean lint-free cloth moistened
with warm water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for
detailed instructions.

NOTE: Lift up the roller assembly to access and clean the second roller

6. Replace the document feeder rollers as needed.

Document feeder roller kit part number: 5851-7202

296 Chapter 8 Alphabetical control panel messages

 7. If the issue persists, replace the integrated scanning assembly.

Integrated scanner assembly part number: W1A73-60113

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

Fax is busy. Canceled send

The fax line to which you were sending a fax was busy. The product has canceled sending the fax.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Call the recipient to ensure that the fax machine is on and ready.

2. Verify that the fax number is correct.

3. Verify that the Redial if Busy option is enabled.

4. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.

NOTE: This test verifies that the phone cord is connected to the correct port and that the phone
line has a signal. The product prints a report with the results.

5. For additional fax sending/receiving troubleshooting go to this document.

HP LaserJet Pro MFP - Solve problems sending or receiving faxes (includes fax error messages and
event log codes)

Fax line surge

The product experienced current on the fax line over 125 mA for more than 15 seconds.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Increase the default surge value of 125 mA to 145 mA:

a. Open the Service menu.

b. Select System Configuration menu.

c. Key in the number 141 and press OK.

d. Change the default value of 178 to 186 and press OK.

e. Turn the printer off, and then on to make the change effective.

Fax receive error

An error occurred while trying to receive a fax.

Recommended action
Follow these troubleshooting steps in the order presented.

Fax is busy. Canceled send 297

 1. Ask the sender to resend the fax.

2. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone
cord.

3. Verify that you are using the telephone cord that came with the product.

4. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.

NOTE: This test verifies that the phone cord is connected to the correct port and that the phone
line has a signal. The product prints a report with the results.

5. Decrease the fax speed. Ask the sender to resend the fax.

6. Turn off error-correction mode. Ask the sender to resend the fax.

NOTE: Turning off error-correction mode might reduce the quality of the fax image.

7. Connect the product to a different phone line.

8. For additional fax sending/receiving troubleshooting go to this document.

HP LaserJet Pro MFP - Solve problems sending or receiving faxes (includes fax error messages and
event log codes)

Fax send error

An error occurred while trying to send a fax.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Resend the fax.

2. Try faxing to another fax number.

3. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone
cord. Check that the telephone cord is securely connected by unplugging and replugging the cord.

4. Verify that you are using the telephone cord that came with the product.

5. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.

NOTE: This test verifies that the phone cord is connected to the correct port and that the phone
line has a signal. The product prints a report with the results.

6. Connect the product to a different phone line.

7. Set the fax resolution to Standard instead of the default of Fine .

8. For additional fax sending/receiving troubleshooting go to this document.

HP LaserJet Pro MFP - Solve problems sending or receiving faxes (includes fax error messages and
event log codes)

298 Chapter 8 Alphabetical control panel messages

Fax storage is full. Canceling the fax send/receive.
The amount of available memory for storing faxes is insufficient to store an incoming fax.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If you are using the Private Receive feature, print all received faxes to regain some memory.

2. If the issue persists, clear faxes from memory:

Genuine HP cartridge installed

A new genuine HP toner cartridge has been installed. The message appears for about 6 seconds before
the printer returns to the READY state.

Recommended action
See recommended action.

■ No action necessary.

Genuine HP supply installed

A new genuine HP supply has been installed.

Recommended action
■ Touch the Hide button to remove this message.

Incompatible supplies
Print cartridges or other supply items are installed that were not designed for this printer. The printer
cannot print with these supplies installed.

Event codes are supply specific.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Touch the OK button to identify the incompatible supplies.

Replace the supplies with those that are designed for this printer.

Incompatible <Supply>
The indicated supply is not compatible with this printer.

● 10.00.35: (event code) Black toner cartridge

● 10.23.35: (event code) Fuser kit

Recommended action
Follow these troubleshooting steps in the order presented.

Fax storage is full. Canceling the fax send/receive. 299

 ■ Replace the supply with one that is designed for this printer.

Initializing...
The printer is starting.

Recommended action
See recommended action.

■ No action necessary.

Insert or close Tray <X> to continue.

A paper tray is open causing a blocked paper path.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Insert or close Tray <X> to continue.

Install <color> cartridge

The indicated toner cartridge is missing or not seated correctly.

<Color> =

Black

Cyan

Magenta

Yellow

Recommended action
Follow these troubleshooting steps in the order presented.

1. If the toner cartridge is missing, install a new toner cartridge.

2. If the toner cartridge is installed, remove and reinstall the toner cartridge.

Jam in output bin. Open rear door and clear jam.

A paper jam occurred in the output bin area of the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jammed paper.

300 Chapter 8 Alphabetical control panel messages

 2. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 8-9 Open rear cover

3. Close the rear door to allow the printer to attempt to clear the jam message.

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

5. Ensure the printer is located in an area meets the environmental specifications for the printer.

6. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

7. If the error persists, please contact HP customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jammed paper.

2. Open the rear door and look for and clear any paper present or obstructions in the paper path.

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

4. Ensure the printer is located in an area meets the environmental specifications for the printer.

5. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

6. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser (simplex; 110-127V) part number: RM2-6431-000CN

Fuser (simplex; 220-240V) part number: RM2-1834-000CN
Fuser (duplex; 110-127V) part number: RM2-6460-000CN
Fuser (duplex; 220-240V) part number: RM2-6461-000CN
For instructions: See the Service Manual for this printer.

Jam in print paper path. Open rear door and clear jam.
A paper jam occurred in the rear door/fuser area.

Recommended action for call-center agents and onsite technicians 301

 13.B9 jam error in fuser output
Use the following procedure to check for paper in all possible jam locations in the fuser area.

Recommended action for customers

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

● 13.B9.yz Jam in rear door

y = jam type (A, C, or D)

z = paper type that is being printer on. This can be 0-9 or A-F.

CAUTION: The fuser can be hot while the printer is in use. Wait for the fuser to cool before

handling it.

1. Open the rear door.

2. Gently pull out any jammed paper from the rollers in the rear door area.

302 Chapter 8 Alphabetical control panel messages

 3. Close the rear door.

4. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Recommended action for call-center agents 303

 Figure 8-10 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

ITB part number: RM2-6454-000CN

Secondary transfer roller (T2) part number: RM2-6397-000CN

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

304 Chapter 8 Alphabetical control panel messages

 a. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 8-11 Check these areas

b. Close the rear door to allow the printer to attempt to clear the jam message.

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

3. Make sure the printer is located in an area meets the environmental specifications for the printer.

4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the
back edge of the tray.

5. If the paper stopped before the fuser, complete these troubleshooting steps:

■ Check the ITB and T2 roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the ITB or T2 roller as needed.

Intermediate transfer belt (ITB) assemblyRM2-6454-000CN

For instructions: See the Repair Service Manual for this product.
Secondary transfer assemblyRM2-6397-000CN
For instructions: See the Repair Service Manual for this product.

6. If the paper stopped in or at the fuser, complete these troubleshooting steps:

Recommended action for onsite technicians 305

 ■ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

Jam in Tray 1. Clear the jam, and then press "OK".

A paper jam occurred while printing from tray 1.

13.B2.D1 jam error in tray 1

Use the following procedure to clear paper jams in tray 1.

Recommended action for customers

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

● 13.B2.D1 Jam in tray 1

1. If you can see the jammed sheet in Tray 1, remove the jammed sheet by pulling it straight out.

306 Chapter 8 Alphabetical control panel messages

2. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

3. At the left side of the Tray 2 cavity, press the tab to lower the tray plate, and then remove any paper.
Remove the jammed sheet by gently pulling it straight out.

4. Push the tray plate back up into place.

13.B2.D1 jam error in tray 1 307

 5. Reinstall Tray 2.

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

7. Reopen Tray 1 and load paper into the tray. Ensure the tray guides are set to the correct paper size.

8. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

308 Chapter 8 Alphabetical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove all paper from tray 1.

b. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

c. Open the jam access area inside the tray 2 opening. Press the green button on the right side to
drop open the access area.

Figure 8-12 Open jam access

Recommended action for call-center agents 309

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

e. Raise the access plate up to the closed position and reinstall tray 2.

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

3. Ensure that the tray 1 width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

5. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage
or wear.

6. Clean or replace the pickup roller and separation pad as needed.

310 Chapter 8 Alphabetical control panel messages

a. Open the front door.

Figure 8-13 Open the front door

b. Press down on the separation pad holder (callout 1) and release two tabs (callout 2).

Figure 8-14 Press down and release tabs

Recommended action for call-center agents 311

 c. Continue to press down on the separation pad holder (callout 1), and the slide the separation
pad (callout 2) away from the printer to remove it.

Figure 8-15 Remove the separation pad

d. Release two tabs (callout 1).

Figure 8-16 Release two tabs

312 Chapter 8 Alphabetical control panel messages

 e. Remove the pickup roller.

Figure 8-17 Remove the pickup roller

f. Use a damp, lint-free cloth to gently clean the roller and pad.

CAUTION: When handling the roller and/or pad, avoid touching the spongy surfaces. Skin oils
and fingerprints on a roller surface can cause print-quality problems.

Figure 8-18 Clean the roller and pad

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Remove all paper from tray 1.

Recommended action for onsite technicians 313

 b. If you cannot see the jammed sheet, close Tray 1, and then remove Tray 2.

c. Open the jam access area inside the tray 2 opening. Press the green button on the right side to
drop open the access area.

Figure 8-19 Open jam access

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

e. Raise the access plate up to the closed position and reinstall tray 2.

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

314 Chapter 8 Alphabetical control panel messages

3. Ensure that the tray 1 width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Ensure the tray is not overfilled. Paper should be below the 3 triangles in the following image.

5. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage
or wear.

6. Clean or replace the pickup roller and separation pad as needed.

Recommended action for onsite technicians 315

 a. Open the front door.

Figure 8-20 Open the front door

b. Press down on the separation pad holder (callout 1) and release two tabs (callout 2).

Figure 8-21 Press down and release tabs

316 Chapter 8 Alphabetical control panel messages

c. Continue to press down on the separation pad holder (callout 1), and the slide the separation
pad (callout 2) away from the printer to remove it.

Figure 8-22 Remove the separation pad

d. Release two tabs (callout 1).

Figure 8-23 Release two tabs

Recommended action for onsite technicians 317

 e. Remove the pickup roller.

Figure 8-24 Remove the pickup roller

f. Use a damp, lint-free cloth to gently clean the roller and pad.

CAUTION: When handling the roller and/or pad, avoid touching the spongy surfaces. Skin oils
and fingerprints on a roller surface can cause print-quality problems.

Figure 8-25 Clean the roller and pad

Tray 1 pickup roller part number: RL1-2593-000CN

Tray 1 separation pad assembly part number: RM2-6406-000CN

Jam in Tray 2. Clear the jam, and then press "OK".

A paper jam occurred when printing from tray 2.

318 Chapter 8 Alphabetical control panel messages

13.B2.D2 jam error in tray 2
Use the following procedure to check for a paper jam in tray 2.

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

● 13.B2.D2 Paper jam in tray 2

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

13.B2.D2 jam error in tray 2 319

 3. Reinsert and close Tray 2.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

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

320 Chapter 8 Alphabetical control panel messages

 6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

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

Recommended action for call-center

Use the following procedure to check for a paper jam in Tray 2.

Recommended action for call-center 321

 1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 2.

322 Chapter 8 Alphabetical control panel messages

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 8-26 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

Recommended action for call-center 323

 7. Ensure that the tray 2 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN

11. If the issue persists, elevate the case using the Standard Support Process.

Recommended action for onsite technicians

Use the following procedure to check for a paper jam in Tray 2.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 2.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

324 Chapter 8 Alphabetical control panel messages

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

7. Ensure that the tray 2 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the issue persists, try to engage the registration sensor with a piece of paper, if there are no
obstructions close the rear door and see if the error clears.

10. If the error persists, replace the following parts as needed.

Paper pick up assembly part number: RM2-6372-000CN

Registration assembly part number: RM2-6374-000CN

Recommended action for onsite technicians 325

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

11. If the issue persists, elevate the case using the Standard Support Process.

Jam in Tray 3. Clear the jam, and then press "OK".

Paper jam while printing from tray 3.

13.A3 jam error in tray 3

Use the following procedure to check for a paper jam in tray 3.

Recommended action for customers

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

● 13.A3.D3 - Jam in tray 3

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

326 Chapter 8 Alphabetical control panel messages

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

5. Check the following are for paper. Remove paper by gently pulling paper out.

13.A3 jam error in tray 3 327

 6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

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

8. If the error persists, contact customer support at www.hp.com/go/contactHP, or contact an HP-

authorized service or support provider.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

328 Chapter 8 Alphabetical control panel messages

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

Recommended action for call-center agents 329

 4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 8-27 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

330 Chapter 8 Alphabetical control panel messages

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the jam persists, replace the Tray 3 Assembly.

Optional 550-sheet paper feeder part number: CF404-67901

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Pull the tray completely out of the printer.

2. Remove any jammed or damaged sheets of paper.

3. Reinsert and close Tray 3.

NOTE: When reinserting the paper, make sure the paper guides are adjusted properly for the
paper size.

Recommended action for onsite technicians 331

 4. Open the rear door and look for and clear any paper present or obstructions in the paper path.

Figure 8-28 Clear Jam

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

6. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab (line below 3 triangles). See following images.

A5

JIS B5
EXEC
A4
LTR/LGL
A4 11 10.5 B5

A6

A4 11 10.5 B5 A5
A5

JIS B5
EXEC
A4
LTR/LGL

332 Chapter 8 Alphabetical control panel messages

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

8. Clean or replace the pickup, feed, and separation rollers as needed.

Roller, paper pickup assembly part number: RM2-5576-000CN

For Instructions: See the Repair Service Manual for this product.
Roller, feed assembly part number: RM2-5577-000CN
Roller, separation part number: RM2-5881-000CN

9. If the jam persists, replace the Tray 3 assembly.

Optional 550-sheet paper feeder part number: CF404-67901

Load Tray <X>: [Type], [Size] To use another tray, press “OK”
This message displays when the indicated tray is selected, but is not loaded, and other paper trays are
available for use.

It also displays when the tray is configured for a different paper type or size than the print job requires.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Load the correct paper in the tray.

2. If prompted, confirm the size and type of paper loaded.

3. Otherwise, press the OK button to select another tray.

Manually feed output stack Then touch "OK" to print second side
The printer has printed the first side of a manual duplex job and is waiting for you (or the applicable user)
to insert the output stack to print the second side.

Load Tray <X>: [Type], [Size] To use another tray, press “OK” 333
 Recommended action
1. Maintaining the same orientation, remove the pages from the output bin.

2. Flip the document printed side up.

3. Load the document in Tray 1.

4. Touch the OK button to print the second side of the job.

Manually feed: <Type><Size>

This message appears when manual feed is selected, Tray 1 is not loaded, and other trays are empty.

Recommended action
1. Load the tray with requested paper.

2. If the paper is already in the tray, press the Help button to exit the message and then press the OK
button to print.

3. To use another tray, clear paper from Tray 1, press the Help button to exit the message and then
press the OK button.

Misprint. Press [OK] to continue.

Paper has been delayed as it moves through the printer.

Recommended action
Use the following steps to resolve the error.

1. Press the OK button to clear the message.

2. To avoid this problem, try the following solutions:

a. Adjust the paper guides in the tray. Make sure the front paper guide is pushing the paper
against the back edge of the tray.

b. Make sure the type and quality of the paper being used meets the HP specifications for the
printer. Store paper unopened in its original packaging.

c. Make sure to use the printer in an area that meets the environmental specifications for this
printer.

No Dial tone
The product could not detect a dial tone.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Check for a dial tone on the phone line by touching the Start Fax button.

334 Chapter 8 Alphabetical control panel messages

 2. Unplug the telephone cord from both the product and the wall. Reconnect the cord at both ends
ensuring you are using the FAX port on the back of the printer. Looking at the back of the printer, the
FAX port is towards the middle. DO NOT connect the fax line to the port with the telephone icon.

3. Verify that you are using the telephone cord that came with the product.

4. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.

NOTE: This test verifies that the phone cord is connected to the correct port and that the phone
line has a signal. The product prints a report with the results.

5. For additional fax sending/receiving troubleshooting go to this document.

HP LaserJet Pro MFP - Solve problems sending or receiving faxes (includes fax error messages and
event log codes)

No Fax detected
The product answered the incoming call but did not detect that a fax machine was calling.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.

NOTE: This test verifies that the phone cord is connected to the correct port and that the phone
line has a signal. The product prints a report with the results.

2. For additional fax sending/receiving troubleshooting go to this document.

HP LaserJet Pro MFP - Solve problems sending or receiving faxes (includes fax error messages and
event log codes)

3. If the error persists, replace the Fax PCA.

Fax PCA (M479; US) part number: W1A78-67906

Fax PCA (M479; Europe) part number: W1A78-67907
Fax PCA (M479; Brazil) part number: W1A78-67908
Fax PCA (M479; Philippines/AP) part number: W1A78-67909

No job to cancel
You have pressed the stop button but the printer is not actively processing any jobs.

Recommended action
See recommended action.

■ No action necessary.

NON HP Supply Installed

This message is displayed for about 6 seconds when a new non-HP supply is installed.

10.99.31 (event code)

No Fax detected 335

 Recommended action
1. Use a genuine HP supply for the printer.

2. If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.

Printer out of memory, job too big

Printer out of memory, job too big.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 1.Touch the OK button to print the transferred data. Some data might be lost.

2. Reduce the page complexity or add printer memory.

Output Bin Full

This message displays when the output bin is full and paper must be removed before printing can
continue.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the output bin.

2. If the message persists and the tray is empty, please contact customer support at:
www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the output bin.

2. If this message appears even though the output bin is not full.

■ Make sure that the output bin sensor flag is not damaged and can move freely. If the flag is
damaged, replace the fuser/output assembly.

Fuser assembly (110-127V) part number: RM2-6460-000CN

Fuser assembly (220-240V) part number: RM2-6461-000CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove the paper from the output bin.

2. If this message appears even though the output bin is not full.

■ Make sure that the output bin sensor flag is not damaged and can move freely. If the flag is
damaged, replace the fuser/output assembly.

Fuser assembly (110-127V) part number: RM2-6460-000CN

336 Chapter 8 Alphabetical control panel messages

 Fuser assembly (220-240V) part number: RM2-6461-000CN
For instructions: See the Repair Service Manual for this product.

Paused…
The printer is paused, and there are no error messages pending at the display. The I/O continues
receiving data until the memory is full.

Recommended action
■ Press the Stop button.

Printing Configuration...
The printer is printing the Configuration page.

Recommended action
See recommended action.

■ No action necessary.

Printing engine test...

The printer is printing an engine test page.

Recommended action
See recommended action.

■ No action necessary.

Printing Event Log...

The printer is printing the Event Log page.

Recommended action
See recommended action.

■ No action necessary.

Printing File Directory...

The printer is printing the File Directory pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Font List...

The printer is printing the Font List pages.

Paused… 337
 Recommended action
See recommended action.

■ No action necessary.

Printing Help Page...

The printer is printing the Help page.

Recommended action
See recommended action.

■ No action necessary.

Printing Menu Map...

The printer is printing the Menu Map pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Supplies Status Page...

The printer is printing the Supplies Status page.

Recommended action
See recommended action.

■ No action necessary.

Printing Usage Page...

The printer is printing the Usage page.

Recommended action
See recommended action.

■ No action necessary.

Power Failure Recovery

Recovering from power failure. Please wait.

Recommended action
There is no action needed for this message.

■ No action necessary.

338 Chapter 8 Alphabetical control panel messages

Power supply malfunction.
Power supply malfunction. Restart the printer.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Turn the printer on to restart it.

Protected <COLOR> cartridge

A previously protected cartridge was installed in a printer other than the one that initiated the cartridge
protection.

The indicated cartridges can only be used in the printer or fleet of printers that initially protected the
cartridges using the HP Cartridge Protection feature.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Please check the printer and replace the cartridge.

NOTE: The indicated cartridges can only be used in the printer or fleet of printers that initially
protected the cartridges using the HP Cartridge Protection feature. These cartridges are not usable
in this printer and must be replaced.

The HP Cartridge Protection feature allows a printer or fleet owner to restrict usage of a cartridge
to their printer or fleet of printers. If you believe you purchased Genuine HP cartridges, visit us at:
www.hp.com/go/anticounterfeit for more information or to report fraud.

Ready
The printer is online and ready for data. No status or printer attendance messages are pending at the
display.

Recommended action
See recommended action.

■ No action necessary.

Ready <IP Address>

The printer is online and ready for data. No status or printer attendance messages are pending at the
display. The printer IP address displays.

Recommended action
See recommended action.

■ No action necessary.

Rear door open

The rear door of the printer is open.

Power supply malfunction. 339

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

1. Close the rear door of the printer.

2. If the message persists with the rear door completely closed, please contact customer support at:
www.hp.com/go/contactHP.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the rear door.

2. If the message persists, check the rear door sensor flag.

Figure 8-29 Check flag

3. If the flag is damaged or broken, replace the rear door.

Duplexing door assembly part number: RM2-6383-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Close the rear door.

340 Chapter 8 Alphabetical control panel messages

 2. If the message persists, check the rear door sensor flag.

Figure 8-30 Check flag

3. If the flag is damaged or broken, replace the rear door.

Duplexing door assembly part number: RM2-6383-000CN

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

Replace Supplies
This alert displays only if the printer is configured to stop when a supply reaches the very low threshold.
The printer indicates when a supply level is at its estimated end of life. The actual life remaining might be
different than estimated.

The supply does not need to be replaced now unless the print quality is no longer acceptable.

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

The printer can be configured to stop when the supply level is very low. The supply might still be able to
produce acceptable print quality.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Replace the specified supply.

Or, configure the printer to continue printing using the Manage Supplies menu on the printer control
panel.

Restore Factory Settings

The printer is restoring factory settings.

Recommended action
See recommended action.

■ No action necessary.

Replace Supplies 341

 Supplies low
Multiple supplies on the printer have reached the low threshold.

Recommended action
■ Replace the supply when print quality is no longer acceptable.

Supply memory warning

The printer cannot read or write to the e-label or the e-label is missing.

Recommended action
See recommended action.

■ No action necessary.

Tray <X> empty: [Type], [Size]

The specified tray is empty and the current job does not need this tray to print.

● X = 1: Tray 1

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
Follow these troubleshooting steps in the order presented.

■ Refill the tray at a convenient time.

NOTE: This could be a false message. If the tray is loaded without removing the shipping lock, the
printer does not sense that the paper is loaded. Remove the shipping lock, and then load the tray.

Tray <X> lifting error

Tray "X" has experienced a tray lifting error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the indicated tray and check the paper guides.

2. Ensure the paper is correctly install in the paper tray and that the tray is not over-filled.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

342 Chapter 8 Alphabetical control panel messages

 1. Open the indicated tray and check the paper guides.

2. Ensure the paper is correctly install in the paper tray and that the tray is not over-filled.

3. If the error persists, check the event log for the following errors: 53.16.00, 53.17.00, 53.18.00, or
60.02.00, 60.03.00. Use these error codes to further troubleshoot the error message.

Tray <X> Overfilled

Too much paper has been loaded in Tray <X>

Recommended action
Follow these troubleshooting steps in the order presented.

■ Open the tray and make sure the paper is below the paper stack tab or line shown on the tray.

Type mismatch Tray <x>

The specified tray contains a paper type that does not match the configured type.

Recommended action
The specified tray will not be used until this condition is addressed. Printing can continue from other
trays.

1. Load the correct paper in the specified tray.

2. On the printer control panel, make sure the paper type loaded in the tray matches the specified
setting for the tray.

Used or Counterfeit in Use

A used cartridge has been installed.

Recommended action
Follow these troubleshooting steps in the order presented.

■ A used cartridge has been installed. If you believe you purchased a genuine HP cartridge, visit us at
http://www.hp.com/go/anticounterfeit.

Any printer repair required as a result of using used supplies is not covered under warranty. Supply
status and features depending on supply status will not be available. Press "OK" to continue.

Used supply installed To continue, touch “OK” OR Used supply in use

The toner cartridges or supplies has been previously used.

Recommended action
Follow these troubleshooting steps in the order presented.

■ If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.

Tray <X> Overfilled 343

 Waiting for tray <x> to lift
The specified tray is in the process of lifting paper to the top of the tray (so it can correctly feed).

Recommended action
See recommended action.

■ No action necessary.

344 Chapter 8 Alphabetical control panel messages

Index

Symbols/Numerics firmware install error job parser error (firmware)

99.WX.YZ error 6 47.WX.YZ error 5
76.00.24 5
hard disk error 6 printer calibration error 5
remote firmware upgrade
B
error 6 L
backup error fuser
laser scanner error (LaserJet)
32.WX.YZ error 4 jams 74, 79, 83, 87, 302
51.WX.YZ error 5
reset error 4 fuser error
52.WX.YZ error 5
restore error 4 41.WX.YZ error 5
last update 1
laser scanner error 5
C paper path error 5 M
connector error fuser error (LaserJet)
50.WX.YZ error 5 memory error
65.WX.YZ error 5
82.WX.YZ error 6
H EMMC error 6
D
hard disk error 6
DC controller communication error hard disk partition error
motor error (LaserJet)
55.WX.YZ error 5 98.WX.YZ error 6
59.WX.YZ error 5
DC controller firmware error
70.WX.YZ error 5 I
N
digital sending error (firmware) input accessory error
Near Field Communication error
44.WX.YZ error 5 67.WX.YZ error 5
81.WX.YZ error 6
document feeder input/output error
Bluetooth error 6
jams 132, 141, 280, 288 40.WX.YZ error 4
external I/O card error 6
document feeder error internal diagnostics error
internal EIO error 6
31.WX.YZ error 4 90.WX.YZ error 6
wireless error 6
duplexer video display error 6
clear jams 91, 95, 100, 105
O
duplexer error J
69.WX.YZ error 5 output accessory error
jam error (LaserJet)
66.WX.YZ error 5
13.WX.YZ error 4
E OXPd/Web kit error
jam error (PageWide)
45.WX.YZ error 5
Embedded Jetdirect error 13.WX.YZ error 4
80.WX.YZ error 5 jams P
engine error (LaserJet) document feeder 132, 141, 280,
46.WX.YZ error 5 288 page error
63.WX.YZ error 5 duplexer 91, 95, 100, 105 21.WX.YZ error 4
engine error (PageWide) fuser 74, 79, 83, 87, 302 paper handling error (LaserJet)
61.WX.YZ error 5 rear door 66 56.WX.YZ error 5
event log error (firmware) Tray 1 46, 306 paper jams
42.WX.YZ error 5 Tray 2 59, 319 document feeder 132, 141, 280,
Tray 3 38, 326 288
F job accounting error (firmware) duplexer 91, 95, 100, 105
48.WX.YZ error 5 fuser 74, 79, 83, 87, 302
fan error
job management error rear door 66
58.WX.YZ error 5
(firmware) 5 Tray 1 46, 306
firmware communication error
job pipeline error (firmware) 5 Tray 2 59, 319
49.WX.YZ error 5
Tray 3 38, 326

Index 345
 print bar error (PageWide)
62.WX.YZ error 5
printer memory error
20.WX.YZ error 4

R
real-time clock error
11.WX.YZ error 4
rear door
jams 66

S
scanner error
30.WX.YZ error 4
security error
33.WX.YZ error 4
sensor error
54.WX.YZ error 5
58.WX.YZ error 5
supplies error (LaserJet)
10.WX.YZ error 4
supplies error (PageWide)
17.WX.YZ error 4
system error (LaserJet)
62.WX.YZ error 5

T
Tray 1
jams 46, 306
Tray 2
jams 59, 319
Tray 3
jams 38, 326
tray motor error (LaserJet)
60.WX.YZ error 5

346 Index