HP LaserJet Managed MFP E731 Series

HP LaserJet Managed MFP E73130, E73135, E73140

HP LaserJet Managed Flow MFP E73130, E73135, E73140

Control Panel Messages Document (CPMD)

www.hp.com/support/ljE731mfp
 HP LaserJet Managed MFP E731, E73130,
E73135, E73140 - Control Panel Message
Document (CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

© Copyright 2023 HP Development Adobe®, Adobe Photoshop®, Acrobat®, and

Company, L.P. PostScript® are trademarks of Adobe
Systems Incorporated.
Reproduction, adaptation, or translation
without prior written permission is Apple and the Apple logo are trademarks of
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The information contained herein is subject macOS is a trademark of Apple Inc.,
to change without notice. registered in the U.S. and other countries.
The only warranties for HP products and AirPrint is a trademark of Apple Inc.,
services are set forth in the express registered in the U.S. and other countries.
warranty statements accompanying such
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should be construed as constituting an
additional warranty. HP shall not be liable Microsoft®, Windows®, and Windows Server®
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contained herein. Corporation.

Edition 5, 10/2024 UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

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

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

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

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

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

10.WX.YZ error messages .....................................................................................................................................................................................................18
10.wx.yz error messages ............................................................................................................................................................................................18
10.wx.01 Supply memory chip error ...................................................................................................................................................................19
10.00.03 or 10.00.05........................................................................................................................................................................................................ 20
10.00.15 Install Supply ................................................................................................................................................................................................... 21
10.00.25 Wrong cartridge ......................................................................................................................................................................................... 22
10.00.35 Incompatible toner cartridge ........................................................................................................................................................... 23
10.00.60 ..................................................................................................................................................................................................................................24
10.00.69 Toner Empty ...................................................................................................................................................................................................27
10.00.89, 10.00.90............................................................................................................................................................................................................. 29
10.00.93................................................................................................................................................................................................................................... 33
10.0x.B1 Supply RPC Timeout Error ...................................................................................................................................................................36
10.05.15 Drum Unit Not Installed ...........................................................................................................................................................................37
10.05.25 Invalid drum unit ......................................................................................................................................................................................... 39
10.05.35 Invalid drum unit .........................................................................................................................................................................................40
10.05.60 Drum unit Low .............................................................................................................................................................................................. 42
10.05.69, 10.05.70 Drum unit worn ....................................................................................................................................................................... 44
10.10.60 Transfer roller low ....................................................................................................................................................................................... 45
10.10.69, 10.10.70 Transfer roller worn ................................................................................................................................................................46
10.23.15, 10.26.15 Fuser assembly not installed ..........................................................................................................................................47
10.23.35, 10.26.35 Incompatible Fuser Assembly ....................................................................................................................................48
10.23.B1 Supply RPC Timeout Error ................................................................................................................................................................... 49
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn .........................................................................................................50
10.31.15 Toner collection unit not installed ..................................................................................................................................................... 51
10.31.60, 10.31.69 Toner collection unit full .................................................................................................................................................... 53
10.32.60 Developer low .............................................................................................................................................................................................. 55
10.32.69, 10.32.70 Developer unit empty ........................................................................................................................................................56
10.38.15 Toner Collection Duct Install Error .................................................................................................................................................56

iii
 11.WX.YZ error messages ......................................................................................................................................................................................................57
11.* errors................................................................................................................................................................................................................................57
13.WX.YZ error messages .....................................................................................................................................................................................................57
13.* errors...............................................................................................................................................................................................................................57
13.A2.D3..................................................................................................................................................................................................................................64
13.A2.D4 (DCF)...................................................................................................................................................................................................................68
13.A2.D4 (HCI)......................................................................................................................................................................................................................72
13.A2.D5 (DCF)....................................................................................................................................................................................................................76
13.A3.A3..................................................................................................................................................................................................................................80
13.A3.D3 .................................................................................................................................................................................................................................85
13.A3.D4 (DCF)...................................................................................................................................................................................................................95
13.A3.D4 (HCI) ...................................................................................................................................................................................................................101
13.A3.D5 (DCF)..................................................................................................................................................................................................................107
13.A3.FF ................................................................................................................................................................................................................................. 114
13.A4.D4 (DCF)..................................................................................................................................................................................................................116
13.A4.D5 (DCF)................................................................................................................................................................................................................. 122
13.A4.FF ................................................................................................................................................................................................................................130
13.A5.A5................................................................................................................................................................................................................................ 132
13.A5.D5 ...............................................................................................................................................................................................................................136
13.A5.FF ................................................................................................................................................................................................................................144
13.A7.A4 (DCF)..................................................................................................................................................................................................................146
13.A7.A4 (HCI) ...................................................................................................................................................................................................................150
13.A7.D4(HCI) ....................................................................................................................................................................................................................154
13.A8.A1.................................................................................................................................................................................................................................163
13.A8.A2................................................................................................................................................................................................................................166
13.A8.D1 ................................................................................................................................................................................................................................169
13.A8.D2 ...............................................................................................................................................................................................................................180
13.A8.FF ................................................................................................................................................................................................................................189
13.B2.AD................................................................................................................................................................................................................................191
13.B2.Az ...............................................................................................................................................................................................................................193
13.B2.D1..................................................................................................................................................................................................................................197
13.B2.D2............................................................................................................................................................................................................................... 202
13.B2.D3...............................................................................................................................................................................................................................208
13.B2.D4 (DCF).................................................................................................................................................................................................................210
13.B2.D4 (HCI)................................................................................................................................................................................................................... 213
13.B2.D5 (DCF)................................................................................................................................................................................................................. 216
13.B2.DD............................................................................................................................................................................................................................... 219
13.B2.FF ............................................................................................................................................................................................................................... 222
13.B9.Az Fuser Jam ....................................................................................................................................................................................................224
13.B9.Dz .............................................................................................................................................................................................................................. 229
13.B9.FF................................................................................................................................................................................................................................ 235
13.D2.Az................................................................................................................................................................................................................................237
13.D2.Dz............................................................................................................................................................................................................................... 240
13.D2.FF ...............................................................................................................................................................................................................................244
13.E1.A1 .................................................................................................................................................................................................................................. 247
13.E1.Dz ...............................................................................................................................................................................................................................250
13.E7.Az ................................................................................................................................................................................................................................ 258
13.E7.Dz ...............................................................................................................................................................................................................................260

iv
 13.E7.FF ................................................................................................................................................................................................................................ 265
13.59.A3 ..............................................................................................................................................................................................................................268
13.59.D3 ...............................................................................................................................................................................................................................273
13.59.FF ................................................................................................................................................................................................................................279
13.60.A1, 13.60.A2 or 13.60.A3 .............................................................................................................................................................................. 284
13.60.D1, 13.60.D2 or 13.60.D3 ............................................................................................................................................................................. 295
13.60.FF ...............................................................................................................................................................................................................................306
13.63.A1 ................................................................................................................................................................................................................................315
13.63.AZ ..............................................................................................................................................................................................................................320
13.63.DZ .............................................................................................................................................................................................................................. 325
13.63.F0 ...............................................................................................................................................................................................................................330
13.84.A1 ...............................................................................................................................................................................................................................335
13.84.D1 ...............................................................................................................................................................................................................................340
13.84.D2 ..............................................................................................................................................................................................................................345
13.84.F0 ................................................................................................................................................................................................................................ 351
13.90.A3 ..............................................................................................................................................................................................................................356
13.90.D3 ..............................................................................................................................................................................................................................363
13.91.FF ..................................................................................................................................................................................................................................371
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door...................................................................................................................379
13.92.FF Jam in front left door ............................................................................................................................................................................385
13.95.D3 ..............................................................................................................................................................................................................................390
13.95.FF ...............................................................................................................................................................................................................................396
13.98.A3 ...............................................................................................................................................................................................................................401
13.69.A2 or 13.98.D3 ................................................................................................................................................................................................... 407
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door ............................................................................................. 412
20.WX.YZ error messages ................................................................................................................................................................................................. 416
20.* errors ........................................................................................................................................................................................................................... 416
30.WX.YZ error messages ..................................................................................................................................................................................................417
30.* errors............................................................................................................................................................................................................................417
30.01.08 .................................................................................................................................................................................................................................417
30.01.41, 30.01.45, 30.01.57........................................................................................................................................................................................ 421
30.01.44................................................................................................................................................................................................................................ 422
30.03.14 ................................................................................................................................................................................................................................ 428
30.03.22, 30.03.23, and 30.03.30 ....................................................................................................................................................................... 429
30.03.22, 30.03.23, and 30.03.30 .......................................................................................................................................................................433
31.WX.YZ error messages ..................................................................................................................................................................................................437
31.* errors............................................................................................................................................................................................................................437
31.01.47 .................................................................................................................................................................................................................................438
31.03.14 .................................................................................................................................................................................................................................440
31.03.20, 31.03.22, and 31.03.31............................................................................................................................................................................. 441
31.03.37 ................................................................................................................................................................................................................................443
31.13.00.................................................................................................................................................................................................................................445
31.13.01 (100-sheet ADF) ...........................................................................................................................................................................................448
31.13.01 (200-sheet Flow ADF, 200-sheet ADF) ......................................................................................................................................... 451
31.13.02 (200-sheet Flow ADF, 200-sheet ADF) ....................................................................................................................................... 455
31.13.13...................................................................................................................................................................................................................................465
31.13.14 (300-sheet Flow ADF) ...............................................................................................................................................................................467
31.13.14 (100-sheet ADF)............................................................................................................................................................................................469

v
 32.WX.YZ error messages .................................................................................................................................................................................................474
32.* errors ...........................................................................................................................................................................................................................474
32.08.A1, 32.08.A2, 32.08.A3 .................................................................................................................................................................................474
32.1C.05 ...............................................................................................................................................................................................................................475
32.1C.06 (event code)..................................................................................................................................................................................................475
32.1C.07 (event code) ..................................................................................................................................................................................................475
32.1C.08 (event code)..................................................................................................................................................................................................475
32.1C.09 (event code)..................................................................................................................................................................................................476
32.1C.0A (event code) .................................................................................................................................................................................................476
32.1C.0D (event code).................................................................................................................................................................................................476
32.1C.11 (event code) ...................................................................................................................................................................................................476
32.1C.13, 32.1C.14 .............................................................................................................................................................................................................477
32.1C.15 .................................................................................................................................................................................................................................477
32.1C.2E ................................................................................................................................................................................................................................477
32.1C.2F ................................................................................................................................................................................................................................477
32.1C.40 ...............................................................................................................................................................................................................................477
32.1C.41 .................................................................................................................................................................................................................................478
32.1C.42 ................................................................................................................................................................................................................................478
32.1C.43 ................................................................................................................................................................................................................................478
32.1C.44 ................................................................................................................................................................................................................................478
32.1C.45 ................................................................................................................................................................................................................................478
32.1C.46 ................................................................................................................................................................................................................................478
32.1C.47 ................................................................................................................................................................................................................................479
32.1C.48 ................................................................................................................................................................................................................................479
32.1C.49 ................................................................................................................................................................................................................................479
32.1C.4A ...............................................................................................................................................................................................................................479
32.1C.56 ..............................................................................................................................................................................................................................480
32.1C.57 ...............................................................................................................................................................................................................................480
32.1C.58 ..............................................................................................................................................................................................................................480
32.1C.60 ..............................................................................................................................................................................................................................480
32.1C.61 ................................................................................................................................................................................................................................480
32.1C.62 ...............................................................................................................................................................................................................................480
32.1C.68 ...............................................................................................................................................................................................................................481
32.1C.69 ................................................................................................................................................................................................................................481
32.1C.6A ...............................................................................................................................................................................................................................481
32.1C.6D ...............................................................................................................................................................................................................................481
33.WX.YZ error messages ................................................................................................................................................................................................ 482
33.* errors.......................................................................................................................................................................................................................... 482
33.01.xx ...............................................................................................................................................................................................................................483
33.04.01................................................................................................................................................................................................................................484
33.04.02 Missing TPM...............................................................................................................................................................................................485
33.04.03 Unknown TPM ...........................................................................................................................................................................................485
33.04.04 or 33.04.05 Unknown TPM................................................................................................................................................................486
33.04.06 TPM Locked Out .......................................................................................................................................................................................487
33.05.0z SureStart errors ......................................................................................................................................................................................487
33.05.1x Whitelisting errors ..................................................................................................................................................................................488
33.05.2x Intrusion detection errors ...............................................................................................................................................................488
33.06.03 Uninitialized supply chip on formatter....................................................................................................................................489

vi
 33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card.............................................................................490
33.08.06 Boot code corrupt .................................................................................................................................................................................490
33.08.08 Upgrade corrupt ...................................................................................................................................................................................... 491
33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card........................................................................... 491
33.08.19 Corrupt data in firmware volume................................................................................................................................................. 492
33.08.6x Intrusion detection errors ................................................................................................................................................................ 492
40.WX.YZ error messages ................................................................................................................................................................................................ 493
40.* errors.......................................................................................................................................................................................................................... 493
40.00.01 USB I/O buffer overflow To continue, touch “OK” ............................................................................................................ 493
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ............................................................................................ 493
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ............................................................................................................... 493
40.00.04 EIO [x] bad transmission To continue, touch “OK” ..........................................................................................................494
40.00.05 Embedded I/O bad transmission To continue, touch OK ..........................................................................................494
40.08.0x USB storage accessory removed .............................................................................................................................................494
40.0x.05 USB storage accessory removed .............................................................................................................................................494
41.WX.YZ error messages ................................................................................................................................................................................................. 495
41.* errors ........................................................................................................................................................................................................................... 495
41.03.YZ Unexpected size in tray <X> ............................................................................................................................................................ 495
41.03.FZ Unknown Misprint Error .....................................................................................................................................................................498
41.03.01.................................................................................................................................................................................................................................500
41.03.02................................................................................................................................................................................................................................502
41.03.03................................................................................................................................................................................................................................505
41.03.04 (DCF) ................................................................................................................................................................................................................. 507
41.03.05(DCF) ..................................................................................................................................................................................................................508
42.WX.YZ error messages ................................................................................................................................................................................................. 510
42.* errors ........................................................................................................................................................................................................................... 510
42.B0.01 ................................................................................................................................................................................................................................ 510
44.WX.YZ error messages .................................................................................................................................................................................................. 511
44.* errors............................................................................................................................................................................................................................ 511
44.01.xx Error Event log message ..................................................................................................................................................................... 511
44.02.xx Error Event log message (Multifunction product only.)................................................................................................. 512
44.03.xx Error Event log message ................................................................................................................................................................... 512
44.04.xx Error Event log message (Multifunction product only.) ................................................................................................ 512
44.05.xx Error Event log message (Multifunction product only.) ................................................................................................ 512
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................. 513
44.08.xx Error Event log message (Multifunction product only.) ................................................................................................ 513
44.10.xx Error Event log message (Multifunction product only.).................................................................................................. 513
44.11.0E Error Event log message (Multifunction product only.).................................................................................................. 513
44.11.xx Error Event log message (Multifunction product only.)................................................................................................... 514
44.12.0E Error Event log message (Multifunction product only.)................................................................................................. 514
44.12.xx Error Event log message (Multifunction product only.).................................................................................................. 514
44.16.01 Error Event log message (Multifunction product only.).................................................................................................. 514
44.16.02 Error Event log message (Multifunction product only.)................................................................................................. 515
44.16.03 Error Event log message (Multifunction product only.)................................................................................................. 515
44.16.04 Error Event log message (Multifunction product only.)................................................................................................. 515
44.16.05 Error Event log message (Multifunction product only.)................................................................................................. 515
44.16.06 Error Event log message (Multifunction product only.)................................................................................................. 516
44.16.07 Error Event log message (Multifunction product only.).................................................................................................. 516

vii
 44.16.08 Error Event log message (Multifunction product only.)................................................................................................. 516
44.16.09 Error Event log message (Multifunction product only.)..................................................................................................517
44.16.0A Error Event log message (Multifunction product only.) .................................................................................................517
44.16.0B Error Event log message (Multifunction product only.) .................................................................................................517
44.16.0D Error Event log message (Multifunction product only.) .................................................................................................517
44.16.0E Error Event log message (Multifunction product only.)................................................................................................. 518
44.16.0F Error Event log message (Multifunction product only.)................................................................................................. 518
44.16.10 Error Event log message (Multifunction product only.) .................................................................................................. 518
44.16.FF Error Event log message (Multifunction product only.) ................................................................................................. 518
44.34.04 Fax Modem2 Failure.............................................................................................................................................................................. 518
44.34.xx Error Event log message .................................................................................................................................................................... 519
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ......................................................................................................................... 519
45.WX.YZ error messages ................................................................................................................................................................................................. 519
45.00.07 ................................................................................................................................................................................................................................ 519
45.00.1C ..............................................................................................................................................................................................................................520
45.00.70 ................................................................................................................................................................................................................................ 521
46.WX.YZ error messages ................................................................................................................................................................................................ 522
46.* error messages .................................................................................................................................................................................................. 522
46.24.00............................................................................................................................................................................................................................... 523
46.24.01 ................................................................................................................................................................................................................................ 523
46.24.03 Invalid Configuration (Finisher and Engine speed) ........................................................................................................ 523
47.WX.YZ error messages................................................................................................................................................................................................. 523
47.* errors........................................................................................................................................................................................................................... 523
47.00.xx ................................................................................................................................................................................................................................524
47.01.xx errors ..................................................................................................................................................................................................................524
47.02.xx ............................................................................................................................................................................................................................... 525
47.03.xx ............................................................................................................................................................................................................................... 525
47.04.xx ............................................................................................................................................................................................................................... 526
47.05.xx ............................................................................................................................................................................................................................... 526
47.06.xx ................................................................................................................................................................................................................................527
47.FC.yz Printer Calibration Failed To continue, touch “OK” ...........................................................................................................527
48.WX.YZ error messages................................................................................................................................................................................................ 529
48.* errors.......................................................................................................................................................................................................................... 529
48.0D.01 Remote Image Disk error ................................................................................................................................................................. 529
49.WX.YZ error messages ................................................................................................................................................................................................530
49.XX.YY Error To continue turn off then on .............................................................................................................................................530
49.13.01 ..................................................................................................................................................................................................................................531
50.WX.YZ error messages ................................................................................................................................................................................................ 532
50.* errors.......................................................................................................................................................................................................................... 532
50.FF.01 Fuser error ................................................................................................................................................................................................... 532
50.FF.02 Fuser error ..................................................................................................................................................................................................534
50.FF.0E ..............................................................................................................................................................................................................................536
50.FF.yz ................................................................................................................................................................................................................................537
54.WX.YZ error messages ................................................................................................................................................................................................540
54.* errors..........................................................................................................................................................................................................................540
54.DD.05, 54.DD.06 and 54.DD.07 error ........................................................................................................................................................ 541
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ........................................................................... 542

viii
 54.DD.0E Wrap Jam Sensor Calibration errors.....................................................................................................................................544
54.14.00................................................................................................................................................................................................................................544
56.WX.YZ error messages ................................................................................................................................................................................................ 545
56.* errors.......................................................................................................................................................................................................................... 545
57.WX.YZ error messages.................................................................................................................................................................................................546
57.* errors...........................................................................................................................................................................................................................546
57.00.01, 57.00.02 errors ..........................................................................................................................................................................................546
57.00.03, 57.00.04 .........................................................................................................................................................................................................548
57.00.17, 57.00.18 Developer fan error ............................................................................................................................................................550
57.00.19, 57.00.20 ........................................................................................................................................................................................................... 551
57.00.21, 57.00.22 OPC fan error .......................................................................................................................................................................553
57.00.28, 57.00.29 .........................................................................................................................................................................................................554
57.00.30, 57.00.31 OPC2 fan error .....................................................................................................................................................................556
57.00.32, 57.00.33 Front fan error .....................................................................................................................................................................556
57.10.01 error .....................................................................................................................................................................................................................557
59.WX.YZ error messages ................................................................................................................................................................................................558
59.* errors ..........................................................................................................................................................................................................................558
59.00.10, 59.00.20 Motor error ............................................................................................................................................................................558
59.00.30, 59.00.40 Motor error .......................................................................................................................................................................... 562
59.05.50, 59.05.60 errors .......................................................................................................................................................................................566
59.05.70 Motor error...................................................................................................................................................................................................569
59.05.X0 Motor error ..................................................................................................................................................................................................572
59.05.90, 59.05.A0 ........................................................................................................................................................................................................577
59.1X.B0 Supply motor abnormal rotation .................................................................................................................................................579
59.1X.C0 Supply motor error ...............................................................................................................................................................................580
59.10.B0, 59.10.C0 errors .........................................................................................................................................................................................580
59.2X.D0 Developer motor abnormal rotation ......................................................................................................................................586
59.2X.E0 Developer motor error .......................................................................................................................................................................587
59.20.D0, 59.20.E0 errors .......................................................................................................................................................................................587
60.WX.YZ error messages................................................................................................................................................................................................. 591
60.00.02 or 60.01.02 .................................................................................................................................................................................................... 591
60.00.03 or 60.01.03 ...................................................................................................................................................................................................596
60.00.04 or 60.01.04 (DCF) ....................................................................................................................................................................................600
60.00.04 or 60.01.04 (HCI) .....................................................................................................................................................................................604
60.00.05 or 60.01.05 (DCF) .....................................................................................................................................................................................610
60.02.04................................................................................................................................................................................................................................614
60.03.04 ................................................................................................................................................................................................................................617
61.WX.YZ error messages .................................................................................................................................................................................................. 621
61.00.00 ................................................................................................................................................................................................................................ 621
61.00.01.................................................................................................................................................................................................................................. 621
61.00.06 ............................................................................................................................................................................................................................... 622
62.WX.YZ error messages ................................................................................................................................................................................................ 623
62.* errors.......................................................................................................................................................................................................................... 623
63.WX.YZ error messages................................................................................................................................................................................................ 623
63.* errors.......................................................................................................................................................................................................................... 623
63.00.01 .............................................................................................................................................................................................................................. 624
63.00.0A ............................................................................................................................................................................................................................. 625

ix
 63.00.0B .............................................................................................................................................................................................................................626
63.00.17, 63.00.18, 63.00.19, or 63.00.1A ..........................................................................................................................................................627
63.00.49 General engine failure ........................................................................................................................................................................628
63.00.1B ..............................................................................................................................................................................................................................629
63.00.20 .............................................................................................................................................................................................................................629
63.00.22 ...............................................................................................................................................................................................................................631
63.00.23............................................................................................................................................................................................................................... 632
63.00.25, 63.00.26 ....................................................................................................................................................................................................... 632
63.00.27, 63.00.28.........................................................................................................................................................................................................634
63.00.35 .............................................................................................................................................................................................................................635
63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors ............................................................................................................................................637
63.00.43 ..............................................................................................................................................................................................................................640
63.00.49 LSU Laser Diode Error......................................................................................................................................................................... 642
63.00.5z Prefeed sensor error ...........................................................................................................................................................................643
63.4D.01 ...............................................................................................................................................................................................................................643
63.4D.02 ..............................................................................................................................................................................................................................644
63.53.01................................................................................................................................................................................................................................644
64.WX.YZ error messages................................................................................................................................................................................................645
64.01.01.................................................................................................................................................................................................................................645
64.01.02................................................................................................................................................................................................................................646
64.01.03................................................................................................................................................................................................................................646
64.01.04.................................................................................................................................................................................................................................647
64.01.05.................................................................................................................................................................................................................................647
64.01.06 ...............................................................................................................................................................................................................................648
64.01.07 ................................................................................................................................................................................................................................648
64.01.08 ...............................................................................................................................................................................................................................649
64.01.09 ...............................................................................................................................................................................................................................649
64.03.04 ..............................................................................................................................................................................................................................650
64.04.11 Workflow Accelerator Card assertion internal clock failure ....................................................................................650
64.04.12 Workflow Accelerator Card OCR failure.................................................................................................................................. 651
65.WX.YZ and 66.WX.YZ error messages ............................................................................................................................................................... 651
65.* errors........................................................................................................................................................................................................................... 651
65.00.A1 (Inner)............................................................................................................................................................................................................... 652
65.00.A2 (2K) ....................................................................................................................................................................................................................658
66.* errors..........................................................................................................................................................................................................................660
66.00.A2 (2K) .....................................................................................................................................................................................................................661
66.40.36 .............................................................................................................................................................................................................................662
66.40.46 (2K) ....................................................................................................................................................................................................................664
66.40.50 (2K) ....................................................................................................................................................................................................................673
66.40.84 (Inner) ..............................................................................................................................................................................................................681
66.60.25 (Inner) .............................................................................................................................................................................................................683
66.60.28 (Inner) ............................................................................................................................................................................................................. 692
66.60.28 (2K) ..................................................................................................................................................................................................................... 701
66.60.30 (Inner) .............................................................................................................................................................................................................. 707
66.60.32 (Inner) ............................................................................................................................................................................................................. 709
66.60.32 (2K/3K) ............................................................................................................................................................................................................. 710
66.60.77(Inner) 66.60.78(Inner) 66.60.79(Inner) 66.60.80(Inner) 66.80.04(Inner) ............................................................. 714
66.60.77 (2K).......................................................................................................................................................................................................................722

x
 66.60.78 (2K) ......................................................................................................................................................................................................................723
66.60.79 (2K,3K) ..............................................................................................................................................................................................................725
66.60.80 (2K) .....................................................................................................................................................................................................................728
66.60.81 (Inner) ...............................................................................................................................................................................................................729
66.60.83 (Inner) ..............................................................................................................................................................................................................732
66.60.84 (Inner) ............................................................................................................................................................................................................. 736
66.80.04 (2K) ................................................................................................................................................................................................................... 738
66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner) ................................................................................................................................746
66.80.05 (2K), 66.80.78 ............................................................................................................................................................................................. 756
66.80.06 (2K), 66.80.79 .............................................................................................................................................................................................. 760
66.80.08 (Inner) ..............................................................................................................................................................................................................764
66.80.20 (2K) ....................................................................................................................................................................................................................772
66.80.27 (Inner) .............................................................................................................................................................................................................. 780
66.80.36 (Inner) ..............................................................................................................................................................................................................782
66.80.38 (2K) .................................................................................................................................................................................................................... 787
66.80.46 (Inner), 66.80.84, 66.80.85, 66.80.86 ......................................................................................................................................... 794
66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82 ................................................................................................................................................. 797
66.80.77 (2K, 3K)..............................................................................................................................................................................................................801
66.80.78 (2K) ....................................................................................................................................................................................................................804
66.80.79 (2K) .....................................................................................................................................................................................................................813
66.80.84, 66.80.85, 66.80.86 (Inner) ................................................................................................................................................................ 825
66.80.0A (2K) ...................................................................................................................................................................................................................834
66.80.0B (2K) ................................................................................................................................................................................................................... 842
66.80.0C (2K) ...................................................................................................................................................................................................................850
66.90.11 (2K) ...................................................................................................................................................................................................................... 852
66.90.12 (2K) ......................................................................................................................................................................................................................858
66.90.13 (2K)......................................................................................................................................................................................................................863
66.90.14 (2K)......................................................................................................................................................................................................................869
66.90.15 (2K).......................................................................................................................................................................................................................875
66.90.16 (2K)......................................................................................................................................................................................................................880
66.90.21 (2K) .....................................................................................................................................................................................................................885
66.90.22 (2K) and 66.90.23 (2K)...........................................................................................................................................................................889
66.90.43 (2K).....................................................................................................................................................................................................................893
66.90.51 (2K)......................................................................................................................................................................................................................895
67.WX.YZ error messages................................................................................................................................................................................................. 897
67.* error messages................................................................................................................................................................................................... 897
67.0E.01 ................................................................................................................................................................................................................................ 897
67.04.02 ..............................................................................................................................................................................................................................898
70.WX.YZ error messages.................................................................................................................................................................................................899
70.* errors...........................................................................................................................................................................................................................899
80.WX.YZ error messages................................................................................................................................................................................................899
80.* errors..........................................................................................................................................................................................................................899
81.WX.YZ error messages..................................................................................................................................................................................................901
81.* errors............................................................................................................................................................................................................................901
82.WX.YZ error messages ................................................................................................................................................................................................902
82.* errors..........................................................................................................................................................................................................................902
82.73.45 Disk Successfully cleaned ..............................................................................................................................................................903

xi
 82.73.46, 82.73.47 ..........................................................................................................................................................................................................903
90.WX.YZ error messages................................................................................................................................................................................................903
90.* errors..........................................................................................................................................................................................................................903
98.WX.YZ error messages................................................................................................................................................................................................904
98.* errors..........................................................................................................................................................................................................................904
98.00.01 or 98.01.00 Corrupt data in firmware volume ....................................................................................................................905
98.00.02 Corrupt data in the solutions volume .....................................................................................................................................905
98.00.03 Corrupt data in the configuration volume ..........................................................................................................................906
98.00.04 Corrupt data in the job data volume .......................................................................................................................................906
99.WX.YZ error messages ................................................................................................................................................................................................ 907
99.* errors.......................................................................................................................................................................................................................... 907
99.00.01 Upgrade not performed file is corrupt ................................................................................................................................... 907
99.00.02 Upgrade not performed timeout during receive ............................................................................................................ 907
99.00.04 Upgrade not performed timeout during receive ............................................................................................................908
99.00.05 Upgrade not performed timeout during receive ............................................................................................................908
99.00.09 Upgrade canceled by user .............................................................................................................................................................909
99.00.10 Upgrade canceled by user ..............................................................................................................................................................909
99.00.11 Upgrade canceled by user ................................................................................................................................................................909
99.00.12 Upgrade not performed the file is invalid ..............................................................................................................................909
99.00.13 Upgrade not performed the file is invalid ...............................................................................................................................910
99.00.14 Upgrade not performed the file is invalid ...............................................................................................................................910
99.00.2x ...............................................................................................................................................................................................................................910
99.01.xx .................................................................................................................................................................................................................................911
99.02.01 .................................................................................................................................................................................................................................911
99.02.09 ............................................................................................................................................................................................................................... 912
99.07.20 Fax error.......................................................................................................................................................................................................... 912
99.07.YZ Firmware install error ........................................................................................................................................................................... 912
99.09.61 Unsupported disk ....................................................................................................................................................................................913
99.09.62 Unknown disk ............................................................................................................................................................................................914
99.09.63 Incorrect disk ............................................................................................................................................................................................914
99.09.64 Disk Nonfunctional ...............................................................................................................................................................................915
99.09.65 Disk data error...........................................................................................................................................................................................915
99.09.66 No boot device ..........................................................................................................................................................................................916
99.09.67 Disk is not bootable please download firmware...............................................................................................................916
99.59.62 Unknown Disk ............................................................................................................................................................................................ 917
99.59.64 Disk Nonfunctional ................................................................................................................................................................................ 917
99.59.66 No Boot Disk ..............................................................................................................................................................................................918

7 Alphabetical control panel messages............................................................................................................................................................................919

Alphabetical error messages.........................................................................................................................................................................................919
Output bin full (Inner)..................................................................................................................................................................................................919
System Main has Failed.......................................................................................................................................................................................... 922
Toner Collection Unit Almost Full...................................................................................................................................................................... 925
Tray x overfilled.............................................................................................................................................................................................................. 925

Index.............................................................................................................................................................................................................................................................928

xii
1 Document last updated

The following is the last time this document was updated:

Last update: October 15, 2024

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

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

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

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

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

TIP: Save Product Detail page

URL location in favorites

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

● Web-based: Most up-to-date

information available

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

● Use when a printable document

is needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use

the Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

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

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

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

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

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

Error-code and control-panel-message troubleshooting

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

Error codes (types and structure)

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

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

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

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

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

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

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

Control-panel message types 3

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

Error code System Component System Error Description

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

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

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

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

when trying to process job.

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

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

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

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

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

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

accessory error.

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

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

System Manager, or other component.

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

component.

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

Web Kit (communications log).

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

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

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

pipeline error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

4 Chapter 3 Control-panel message types

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

Error code System Component System Error Description

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

Print bar (PageWide) PageWide print system error.

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

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

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

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

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

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

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

(engine or accessory), or disk error.

Error codes (types and structure) 5

 4 How to search for printer documentation

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

For HP internal access to WISE, go to WISE.

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

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

WISE - How to access and use

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

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

Accessing WISE for HP channel partners (HP Partner Portal)

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

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

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

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

Figure 4-1 HP Partner Portal sign-in page

6 Chapter 4 How to search for printer documentation

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

Figure 4-2 HP Partner Portal home page

3. Select the Technical Support (WISE) item.

Figure 4-3 HP Partner Portal Service & Support page

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

 4. Select the Technical Documentation item.

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

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

Figure 4-5 WISE portal home page

Accessing WISE for internal HP users

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

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

Americas (AMS)

● WISE - English

● WISE - Spanish

● WISE - Portuguese

● WISE - French

8 Chapter 4 How to search for printer documentation

 Asia Pacific / Japan (APJ)

● WISE - English

● WISE - Japanese

● WISE - Korean

● WISE - Chinese (simplified)

● WISE - Chinese (traditional)

● WISE - Thai

Europe / Middle East / Africa (EMEA)

● WISE - English

2. Select Commercial from the drop-down menu.

Figure 4-6 Choose an experience

3. The WISE home page appears.

Play the video:

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

Accessing WISE for internal HP users 9

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

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

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

Search for error codes using the lookup widget

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

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

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

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

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

10 Chapter 4 How to search for printer documentation

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

1 2

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

Play the video:

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

Search for error codes from the WISE home page

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

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

Search for error codes from the WISE home page 11

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

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

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

1 2

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

Using WISE to access repair and replace videos for FRUs

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

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

12 Chapter 4 How to search for printer documentation

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

Search for videos using the Product Detail Page (PDP)

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

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

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

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

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

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

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

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

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

Play the video:

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

Search for videos using the WISE search function

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

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

14 Chapter 4 How to search for printer documentation

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

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

3. Select the search icon.

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

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

Search for videos using the WISE search function 15

 Play the video:

View a video of how to perform a model number search

16 Chapter 4 How to search for printer documentation

5 Printer service information

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

Last update: October 15, 2024

Service mode PIN number:

E73130-E73140 series: 03073122

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

Printer service information 17

 6 Numerical control panel messages

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

10.WX.YZ error messages

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

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

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

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

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

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

1. For toner cartridges:

a. Remove and reinstall the cartridge.

18 Chapter 6 Numerical control panel messages

 b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the
toner cartridge.

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

2. For the transfer kit:

a. Remove and then reinstall the transfer unit.

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

3. For the fuser kit:

a. Remove and then reinstall the fuser.

CAUTION: The fuser might be hot.

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

4. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

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

5. For the document feeder kit:

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

b. Install a new roller kit.

10.wx.01 Supply memory chip error

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

● 10.00.01 Black cartridge

● 10.01.01 Cyan cartridge

● 10.02.01 Magenta cartridge

● 10.03.01 Yellow cartridge

● 10.05.01 Black drum

● 10.06.01 Cyan drum

● 10.07.01 Magenta drum

● 10.08.01 Yellow drum

● 10.23.01 Fuser

10.wx.01 Supply memory chip error 19

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

1. Turn the printer off, and then on.

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

Toner cartrdge recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. If the error persists, replace with a genuine yellow drum.

Toner cartridge recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. If the error persists, replace with a genuine yellow drum.

10.00.03 or 10.00.05
Supply memory error

● 10.00.03 Black Cartridge; Supply memory error

● 10.00.05 Black Drum; Supply memory error

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Access the Store Usage Data menu of the printer using any remote monitoring tool, or on the
control panel within the Settings > Manage Supplies > Store Usage Data > menu to check the Not
on supplies setting.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

20 Chapter 6 Numerical control panel messages

 IMPORTANT: Please check the following emerging issue document to see if it pertains to issue the
customer is having.

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

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

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

3. Upgraded to FW version FutureSmart 4.5.4 or newer.

NOTE: For more information on this error, search for the following document on WISE: HP
LaserJet Managed MFP E72525-E72535, E82540-E82560 - 10.00.03, 10.00.05 error on control panel
(c05919434).

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

10.00.15 Install Supply

The toner cartridge is not installed or is installed incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Replace or install the toner cartridge.

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

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

Recommended action for call-center and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Replace or install the toner cartridge.

2. If the toner cartridge is installed in the printer and the message appears, remove the toner
cartridge and check the following:

a. If the cartridge comes out automatically, check the toner cartridge latching hook.

10.00.15 Install Supply 21

 b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.
Rotate the toner gear to ensure it moves freely.

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

d. If the CRUM connector is damaged or the gear does not move freely, replace the toner
cartridge.

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

e. Reinstall the toner cartridge and make sure it is correctly installed and seated.

3. If the error persists, with the toner cartridge out, check for CRUM connector installation problems
inside the printer.

a. Check if the CRUM connection is installed correctly.

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

c. If the connector is damaged, replace it.

Part number: 5QJ94-50001

10.00.25 Wrong cartridge

The toner cartridge is not compatible with the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the front cover. Remove the toner cartridge.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

22 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front cover. Remove the toner cartridge.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

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

10.00.35 Incompatible toner cartridge

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front cover. Remove the toner cartridge and check if there are any foreign substances on
the connector or the port.

2. Reinstall the toner cartridge and see if the message has disappeared.

3. Print the supply information report and check the supply information to make sure it is compatible
with the printer.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

Recommended action for call-center agents and onsite technicians 23

 10.00.60
The black toner replenishment failure.

The toner supply in the toner cartridge is malfunctioning.

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer

i. Open the front cover.

ii. Click the Eject button on the UI.

iii. Log in to Administrator Access Code or Service Access Code.

iv. Eject the cartridge.

24 Chapter 6 Numerical control panel messages

 v. Pull out the cartridge.

b. Check the tape of the cartridge.

c. Rotate the gear of the cartridge to check the load of the cartridge.

Recommended action for onsite technicians 25

 d. Shake the cartridge to check the emptiness of the cartridge.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

2. Check the toner duct motor.

a. Diagnose the waste toner duct motor.

i. Run the diagnostic for the motor from the following menu:

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

And check the motor sound.

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

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J85).

26 Chapter 6 Numerical control panel messages

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

Toner duct motor part number: JC93-01685A

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

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

Toner duct unit part number: JC93-00917A

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

10.00.69 Toner Empty

The black toner cartridge is empty.

The printer cannot draw toner from the toner cartridge.

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

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

10.00.69 Toner Empty 27

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

1. Replace the toner cartridge indicated.

a. Open the front cover.

b. Remove the toner cartridge.

c. Install the new toner cartridge.

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

d. Close the front cover.

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

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

2. If the error persists with a new cartridge, check if the toner reservoir is blocked. If the toner
reservoir is blocked, clean the reservoir or replace it as needed.

Toner reservoir (duct) part number: JC93-00917A

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

3. Check the toner supply motor operation and the toner duct motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

28 Chapter 6 Numerical control panel messages

 ● Sensors or Component Tests, depending on tested part.

b. Run test 100–0000 Main BLDC Motor.

NOTE: You must press Enter two times to start the motor test. The test will only run for a
short period. Check the status on the control panel.

c. Run test 100–0480 Duct Motor to test the motor and duct drive unit.

NOTE: You must press Enter two times to start the motor test. The test will only run for a
short period. Check the status on the control panel.

d. If either motor does not function correctly, replace it.

Toner duct motor part number: JC93-01686A

For instructions on removing and replacing toner duct motor, see the Repair Service Manual
for this product.
Toner duct drive part number: JC93-01685A
For instructions on removing and replacing toner duct drive, see the Repair Service Manual for
this product.
Main drive part number: JC93-01676A
For instructions on removing and replacing main drive, see the Repair Service Manual for this
product.

4. Replace the developer unit as needed.

Part number: 5PN67-67001

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

5. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit.

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

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

f. Exit service mode by touching the Home button.

10.00.89, 10.00.90
Black toner replenishment failure.

10.00.89, 10.00.90 29
 The toner supply in the toner cartridge is malfunctioning.

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer

i. Open the front cover.

ii. Click the Eject button on the UI.

iii. Log in to Administrator Access Code or Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

30 Chapter 6 Numerical control panel messages

b. Check the tape of the cartridge.

c. Rotate the gear of the cartridge to check the load of the cartridge.

d. Shake the cartridge to check the emptiness of the cartridge.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians 31

 W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

2. Check the toner duct motor.

a. Diagnose the waste toner duct motor.

i. Run the diagnostic for the motor from the following menu:

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

And check the motor sound.

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

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J85).

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

Toner duct motor part number: JC93-01685A

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

32 Chapter 6 Numerical control panel messages

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

Toner duct unit part number: JC93-00917A

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

10.00.93
Black toner replenishment failure.

The toner supply in the toner cartridge is malfunctioning.

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Click the Eject button on the UI.

iii. Log in to Administrator Access Code or Service Access Code.

10.00.93 33
 iv. Eject the cartridge.

v. Pull out the cartridge.

b. Check the tape of the cartridge.

c. Check the load of the cartridge.

Rotate the gear of the cartridge.

34 Chapter 6 Numerical control panel messages

 d. Check the emptiness of the cartridge by shaking.

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

Part number:
W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

2. Check the toner duct motor.

a. Diagnose the waste toner duct motor.

i. Run the diagnostic for the motor from the following menu:

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

And check the motor sound.

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

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J85).

Recommended action for onsite technicians 35

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

Toner duct motor part number: JC93-01685A

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

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

Toner duct unit part number: JC93-00917A

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

10.0x.B1 Supply RPC Timeout Error

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

● 10.00.B1 Black toner Supply RPC Timeout Error

● 10.01.B1 Cyan toner Supply RPC Timeout Error

● 10.02.B1 Magenta toner Supply RPC Timeout Error

36 Chapter 6 Numerical control panel messages

 ● 10.03.B1 Yellow toner Supply RPC Timeout Error

● 10.05.B1 Black Drum Supply RPC Timeout Error

● 10.06.B1 Cyan Drum Supply RPC Timeout Error

● 10.07.B1 Magenta Drum Supply RPC Timeout Error

● 10.08.B1 Yellow Drum Supply RPC Timeout Error

● 10.23.B1 Fuser Supply RPC Timeout Error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

For all other errors, use the following troubleshooting steps:

1. Turn the printer off, and then on.

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

10.05.15 Drum Unit Not Installed

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the drum unit.

a. Open the front cover.

Recommended action for customers 37

 b. Remove the toner collection unit.

c. Open the right door.

d. Remove the drum unit and check whether there are any foreign substances on the connector
or the port.

e. Reinstall the drum unit.

f. Install the toner collection unit.

g. Close the front cover.

2. If the message remains, make sure the drum unit is the correct one for the printer, or try a new
drum unit.

Part number: W9066-67001

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

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

38 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the Home button.

10.05.25 Invalid drum unit

The drum unit is not compatible with the printer.

The CRUM information of drum unit is for polychrome printer, but this is a monochrome printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the drum unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Open the right door.

10.05.25 Invalid drum unit 39

 d. Remove the drum unit and check whether there are any foreign substances on the connector
or the port.

e. Reinstall the drum unit.

f. Install the toner collection unit.

g. Close the front cover.

2. If the drum unit is not a genuine HP supply, replace it with a new one.

Part number: W9066-67001

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

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the Home button.

10.05.35 Invalid drum unit

The drum unit is not compatible with the printer.

This error might cause a hard stop. You must check whether the drum unit in the printer is a genuine HP
supply.

40 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the drum unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Open the right door.

d. Remove the drum unit and check whether there are any foreign substances on the connector
or the port.

e. Reinstall the drum unit.

f. Install the toner collection unit.

Recommended action for customers 41

 g. Close the front cover.

2. If the drum unit is not a genuine HP supply, replace it with a new one.

Part number: W9066-67001

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

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the Home button.

10.05.60 Drum unit Low

The drum unit is approaching the end of its lifespan.

The remaining lifespan of the drum unit is approaching 0%.

The image quality might not be acceptable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the drum unit.

a. Open the front cover.

42 Chapter 6 Numerical control panel messages

 b. Remove the toner collection unit.

c. Open the right door.

d. Remove the drum unit and check whether there are any foreign substances on the connector
or the port.

e. Reinstall the drum unit.

f. Install the toner collection unit.

g. Close the front cover.

2. If the drum unit is not a genuine HP supply, replace it with a new one.

Part number: W9066-67001

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

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

Recommended action for call-center agents and onsite technicians 43

 ● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the Home button.

10.05.69, 10.05.70 Drum unit worn

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

The drum unit has passed its usable life and needs to be replaced.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

a. Open the front cover.

b. Remove the toner collection unit.

c. Open the right door.

44 Chapter 6 Numerical control panel messages

 d. Remove the drum unit and check if there are any foreign substances on the connector or the
port.

e. Replace the drum unit with a new one.

Part number: W9066-67001

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

f. Install the toner collection unit.

g. Close the front cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the Home button.

10.10.60 Transfer roller low

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

10.10.60 Transfer roller low 45

 1. Turn the printer off, and then on.

2. If the error persists, 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. Replace the transfer roller.

a. Open the side cover.

b. Replace the transfer roller with a new one.

Part number: 5PN70-67001

For instructions, see the Repair Service Manual for this product

c. Close the side cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

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

10.10.69, 10.10.70 Transfer roller worn

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

46 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Replace the transfer roller.

a. Open the side cover.

b. Replace the transfer roller with a new one.

Part number: 5PN70-67001

For instructions, see the Repair Service Manual for this product

c. Close the side cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

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

10.23.15, 10.26.15 Fuser assembly not installed

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

Recommended action for call-center agents and onsite technicians 47

 2. If the error persists, check the three connectors of the fuser to make sure they are seated
correctly. If the connectors in the printer are damaged, replace the part.

Part number: JC39-02089B

CAUTION: The fuser might be hot.

3. If the error persists, replace the fuser unit.

● 100V fuser part number: 5PN51A-67001

● 110V fuser part number: 5PN68A-67001

● 220V fuser part number: 5PN69A-67001

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

4. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

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

10.23.35, 10.26.35 Incompatible Fuser Assembly

The fusing assembly is not compatible with the printer.

48 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Install a fuser assembly that is designed for this printer.

● 100V fuser part number: 5PN51A-67001

● 110V fuser part number: 5PN68A-67001

● 220V fuser part number: 5PN69A-67001

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

CAUTION: The fuser might be hot.

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

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

10.23.B1 Supply RPC Timeout Error

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for customers 49

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

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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. Replace the fuser assembly.

● 100V fuser part number: 5PN51A-67001

● 110V fuser part number: 5PN68A-67001

● 220V fuser part number: 5PN69A-67001

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

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

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

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

50 Chapter 6 Numerical control panel messages

 b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

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

10.31.15 Toner collection unit not installed

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Install a new toner collection unit.

a. Open the front cover.

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

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

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front cover.

10.31.15 Toner collection unit not installed 51

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

3. Check the toner collection unit sensors, tab and reflector.

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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

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

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

Part number: JC92-02471A

52 Chapter 6 Numerical control panel messages

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

5. If the problem persists, replace the toner collection unit with new one.

Part number: JC96-11637A

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. If the Toner Collection Unit Almost Full message appears shortly after installing the unit, then
upgrade to firmware version 4.6 or later from HP.com.

2. For all other occurrences, install a new toner collection unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Install a new toner collection unit.

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. If the Toner Collection Unit Almost Full message appears shortly after installing the unit, then
upgrade the firmware version 4.6 or later from HP.com.

2. For all other occurrences, open the front cover.

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

10.31.60, 10.31.69 Toner collection unit full 53

 4. Remove the toner collection unit.

5. Check the toner collection unit sensors, tab and reflector.

6. Check if the toner collection unit sensor operate correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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

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

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

Part number: JC92-02471A

54 Chapter 6 Numerical control panel messages

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

7. If the problem persists, replace the toner collection unit with new one.

Part number: JC96-11637A

10.32.60 Developer low

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part number: 5PN67-67001

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

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

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

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

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

f. Exit service mode by touching the Home button.

10.32.60 Developer low 55

 10.32.69, 10.32.70 Developer unit empty
The volume in the developer unit exceeds the permitted limit. This error occurs every time that you try to
use the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part number: 5PN67-67001

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

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

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

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

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

f. Exit service mode by touching the Home button.

10.38.15 Toner Collection Duct Install Error

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

56 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the front cover and check if the waste duct is installed or not.

(For example: A one side hook is not hooked well.)

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

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

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

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

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

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

13.WX.YZ error messages

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

Recommended action for customers 57

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

Message format: 13.WX.YZ

● W represents the jam location.

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

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

● Z represents the paper source, fuser mode, or destination

Table 6-1 Potential values for W and X

W Jam location X Sensor or door

A Input area 0 Envelope feeder

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

registration sensor)

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

registration sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

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

58 Chapter 6 Numerical control panel messages

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

W Jam location X Sensor or door

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

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

D Duplex area 1 Duplex switchback

D Duplex area 2 Duplex delivery

D Duplex area 3 Duplex refeed

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

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

D Duplex area F Multiple sensors or doors

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

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area

E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area

E Output or intermediate paper transport unit A Door 1

(IPTU) area

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

(IPTU) area

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

stuck in several areas)

1 Jetlink input device 4 Tray 4 feed sensor

1 Jetlink Input device 5 Tray 5 feed sensor

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 feed sensor

1 Jetlink Input device A Door 1

1 Jetlink Input device B Door 2

1 Jetlink Input device F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

2 Buffer pass unit 9 Buffer pass exit sensor

13.* errors 59
 Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor

3 Page insert unit 1 Page insertion tray 1 feed sensor

3 Page insert unit 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 feed sensor

3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

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

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

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

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

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

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

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

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

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

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

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

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

60 Chapter 6 Numerical control panel messages

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

W Jam location X Sensor or door

8 Stapler/stacker (SS) unit 9 Stapler sensor

8 Stapler/stacker (SS) unit A Door 1

8 Stapler/stacker (SS) unit B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

9 Booklet maker unit 2 Booklet maker feed sensor 2

9 Booklet maker unit 2 Booklet maker feed sensor 3

9 Booklet maker unit 4 Booklet maker delivery sensor

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

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

Y Jam condition

0 Unknown

1 Unexpected sheet (duplex)

2 Staple jam

3 Jam caused by an open door (duplex)

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

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

B Multifeed

C Wrap

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

E Door open

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

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

13.* errors 61
 Table 6-3 Potential values for Z (source, fuser mode, or destination)

Paper location Z Source, fuser mode, or destination

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

represents the paper source.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

Z represents the paper source. D Duplexer

Z represents the paper source. E Envelope feeder

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

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

Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.

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

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

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

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

Z represents the fuser mode. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

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

Z represents the fuser mode. E Rough

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

represents the output bin, numbered from top to
bottom.

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

62 Chapter 6 Numerical control panel messages

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

Paper location Z Source, fuser mode, or destination

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

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

● Make sure the printing environment is within recommended specifications.

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

● Do not overload the tray with paper.

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

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

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

Recommended action for customers 63

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

2. Verify that no doors are open.

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

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

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

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

7. Perform the Tray/Bin Manual Sensor test to verify the sensors are functioning. If the sensors fail the
test, first verify that all connections on the DC controller are correctly seated. If possible, replace
the sensor or assembly it is associated with.

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

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

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

64 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 65

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

2. Power off and on, and retest for checking the status.

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

66 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 67

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed1 Sensor

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

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

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

c. Replace the sensor as needed.

Part number: 0604-001381

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

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

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

68 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 69

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

2. Power off and on, and retest for checking the status.

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

70 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 71

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed1 Sensor

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

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

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

c. Replace the sensor as needed.

Part number: 0604-001381

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

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

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

72 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 73

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

2. Power off and on, and retest for checking the status.

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

74 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 75

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed1 Sensor

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

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

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

c. Replace the sensor as needed.

Part number: 0604-001381

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

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

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

76 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 77

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

2. Power off and on, and retest for checking the status.

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

78 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 79

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed1 Sensor

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

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

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

c. Replace the sensor as needed.

Part number: 0604-001381

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

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

80 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 81

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

2. Power off and on, and retest for checking the status.

3. If there were multiple jammed paper, check the pick-up roller, the reverse roller.

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

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

Figure 6-1 How to release a roller

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

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

82 Chapter 6 Numerical control panel messages

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

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

6. Clean the feed1, feed2 sensors using a lint-free cloth.

Recommended action for onsite technicians 83

 a. Feed1 sensor cleaning.

b. Feed2 sensor cleaning.

7. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic for the clutch from the following menu:

84 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper path > Feed > Registration Clutch

And check the clutch sound.

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

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

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

Registration clutch part number: JC47-00037A

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

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.A3.D3 85
 1. Open the right door. Remove any jammed paper found.

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

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

86 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

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

Recommended action for call-center agents 87

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

88 Chapter 6 Numerical control panel messages

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

3. Turn the printer off, and then on.

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

5. Check the rollers.

Recommended action for onsite technicians 89

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

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

6. Check the registration motor.

a. Diagnose the registration motor.

90 Chapter 6 Numerical control panel messages

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

Recommended action for onsite technicians 91

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

8. Check the registration clutch.

92 Chapter 6 Numerical control panel messages

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

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

Registration clutch part number: JC47-00037A

Recommended action for onsite technicians 93

 For instructions, see the Service Manual for this printer.

9. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

94 Chapter 6 Numerical control panel messages

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

13.A3.D4 (DCF) 95
 2. If the error persists, dispatch an onsite technician with the part below:

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on.

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

96 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 97

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

98 Chapter 6 Numerical control panel messages

7. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

8. Check the Tray 2 feed clutch.

Recommended action for onsite technicians 99

 a. Diagnose the Tray 2 feed clutch.

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

100 Chapter 6 Numerical control panel messages

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

13.A3.D4 (HCI) 101

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on.

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

102 Chapter 6 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 103

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

104 Chapter 6 Numerical control panel messages

7. Check the registration clutch.

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

Recommended action for onsite technicians 105

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

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

106 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

13.A3.D5 (DCF) 107

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on.

108 Chapter 6 Numerical control panel messages

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

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

5. Check the rollers.

Recommended action for onsite technicians 109

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

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

6. Check the registration motor.

a. Diagnose the registration motor.

110 Chapter 6 Numerical control panel messages

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

7. Check the registration clutch.

Recommended action for onsite technicians 111

 a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

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

Registration clutch part number: JC47-00037A

112 Chapter 6 Numerical control panel messages

 For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 113

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

114 Chapter 6 Numerical control panel messages

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

2. Turn the printer off, and then on.

3. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

Recommended action for onsite technicians 115

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

116 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 117

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

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

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

118 Chapter 6 Numerical control panel messages

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

Recommended action for onsite technicians 119

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

4. Turn the printer off, and then on.

5. Check the rollers.

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

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

6. Check the Tray 4 feed motor.

120 Chapter 6 Numerical control panel messages

 a. Diagnose the Tray 4 feed motor.

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

And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 4 feed sensor.

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

Recommended action for onsite technicians 121

 b. Diagnose the Tray 4 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

122 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for customers 123

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

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

124 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

Recommended action for onsite technicians 125

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

3. Turn the printer off, and then on.

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

5. Check the rollers.

126 Chapter 6 Numerical control panel messages

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

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

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

Recommended action for onsite technicians 127

 And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 5 feed sensor.

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

128 Chapter 6 Numerical control panel messages

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

8. Check theTray 4 feed sensor

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 129

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

130 Chapter 6 Numerical control panel messages

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on.

3. Check the Tray 4 feed sensor.

Recommended action for onsite technicians 131

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

132 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 133

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

2. Turn the printer off, and then on.

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

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

134 Chapter 6 Numerical control panel messages

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

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

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

Figure 6-2 Feed 1 sensor cleaning

Recommended action for onsite technicians 135

 Figure 6-3 Feed 2 sensor cleaning

Figure 6-4 Tray 4 feed sensor cleaning

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

136 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for customers 137

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

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

138 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

Recommended action for onsite technicians 139

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

3. Turn the printer off, and then on.

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

5. Check the rollers.

140 Chapter 6 Numerical control panel messages

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

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

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

Recommended action for onsite technicians 141

 And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 5 feed sensor.

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

142 Chapter 6 Numerical control panel messages

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

8. Check theTray 4 feed sensor

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 143

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

144 Chapter 6 Numerical control panel messages

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

2. Turn the printer off, and then on.

3. Check the Tray 5 feed sensor.

Recommended action for onsite technicians 145

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

146 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 147

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

2. Turn the printer off, and then on.

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

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

148 Chapter 6 Numerical control panel messages

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

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

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

Figure 6-5 Feed 1 sensor cleaning

Recommended action for onsite technicians 149

 Figure 6-6 Feed 2 sensor cleaning

Figure 6-7 Tray 4 feed sensor cleaning

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

150 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 151

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

2. Turn the printer off, and then on.

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

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

152 Chapter 6 Numerical control panel messages

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

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

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

Figure 6-8 Feed 1 sensor cleaning

Recommended action for onsite technicians 153

 Figure 6-9 Feed 2 sensor cleaning

Figure 6-10 Tray 4 feed sensor cleaning

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

154 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for customers 155

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

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

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

156 Chapter 6 Numerical control panel messages

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

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

Recommended action for onsite technicians 157

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

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

4. Turn the printer off, and then on.

5. Check the rollers.

158 Chapter 6 Numerical control panel messages

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

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

6. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

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

And check the motor sound.

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

Recommended action for onsite technicians 159

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

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

Tray 4 pickup motor part number: 5QJ90-64002

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

7. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

And check the motor sound.

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

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

160 Chapter 6 Numerical control panel messages

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

Tray 4 feed motor part number: 5QJ90-60023

8. Check the Tray 4 feed sensor.

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 161

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

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

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

b. Replace the sensor as needed.

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

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

10. Check the shift tray paper empty sensor.

162 Chapter 6 Numerical control panel messages

 a. Diagnose the shift tray paper empty sensor.

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

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

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

b. Replace the sensor as needed.

Shift tray paper empty sensor part number: 0604-001393

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.A8.A1 163
 ■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

164 Chapter 6 Numerical control panel messages

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

2. Turn the printer off, and then on.

3. Check the rollers.

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

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

Recommended action for onsite technicians 165

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

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

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

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

166 Chapter 6 Numerical control panel messages

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 167

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

2. Turn the printer off, and then on.

3. Check the rollers.

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

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

168 Chapter 6 Numerical control panel messages

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

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

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

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

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

13.A8.D1 169
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

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

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

170 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents 171

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

172 Chapter 6 Numerical control panel messages

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

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

3. Turn the printer off, and then on.

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

Recommended action for onsite technicians 173

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

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

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

6. Check the registration motor.

a. Diagnose the registration motor.

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

174 Chapter 6 Numerical control panel messages

 And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

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

7. Check the Tray 1 solenoid.

a. Diagnose the Tray 1 solenoid.

Recommended action for onsite technicians 175

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

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

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

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

Tray 1 solenoid part number: JC33-00029B

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

8. Check the Tray 1 clutch.

a. Diagnose the Tray 1 clutch.

176 Chapter 6 Numerical control panel messages

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

And check the clutch sound.

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

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

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

Tray 1 clutch part number: JC47-00037A

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

9. Check the Tray 2 feed clutch.

Recommended action for onsite technicians 177

 a. Diagnose the Tray 2 feed clutch.

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

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

178 Chapter 6 Numerical control panel messages

10. Check the Feed 1 sensor.

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

b. Diagnose the Feed 1 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001381

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

Recommended action for onsite technicians 179

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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

180 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

Recommended action for call-center agents 181

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

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

182 Chapter 6 Numerical control panel messages

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

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

3. Turn the printer off, and then on.

Recommended action for onsite technicians 183

 4. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools > Service > Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

184 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 185

 7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

i. Run the diagnostic test for the Tray 2 feed clutch from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 2 >
Tray 2 Feed Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Feed clutch part number: JC47-00037A

186 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

8. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J70).

c. Replace the sensor as needed.

Sensor part number: 0604-001381

Recommended action for onsite technicians 187

 For instructions, see the Repair Service Manual for this product.

9. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch. And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

188 Chapter 6 Numerical control panel messages

 b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

13.A8.FF
Residual paper jam at the Feed 1 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

13.A8.FF 189
 ■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Feed 1 sensor.

190 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.B2.AD
The paper did not leave the registration sensor when printing from the duplexer.

13.B2.AD 191
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

192 Chapter 6 Numerical control panel messages

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

13.B2.Az
The paper did not leave the registration sensor when printing from tray x.

● 13.B2.A1 Stay jam when printing from Tray 1

● 13.B2.A2 Stay jam when printing from Tray 2

● 13.B2.A3 Stay jam when printing from Tray 3

● 13.B2.A4 Stay jam when printing from Tray 4

● 13.B2.A5 Stay jam when printing from Tray 5

● 13.B2.A6 Stay jam when printing from Tray 6

13.B2.Az 193
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

194 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 195

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

5. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

196 Chapter 6 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129

13.B2.D1
A paper jam occurred from Tray 1.

The paper failed to reach the registration sensor when feeding from Tray 1.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

13.B2.D1 197
 2. Remove any jammed paper from Tray 1 (U2).

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

198 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Recommended action for call-center agents 199

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

200 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

4. Turn the printer off, and then on.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

Recommended action for onsite technicians 201

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D2
A paper jam occurred from Tray 2.

The paper failed to reach the registration sensor when feeding from Tray 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

202 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for customers 203

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

204 Chapter 6 Numerical control panel messages

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians 205

 2. Open Tray 2 and remove any jammed paper from the tray (U3).

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Turn the printer off, and then on.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

206 Chapter 6 Numerical control panel messages

6. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 207

 13.B2.D3
A paper jam occurred from Tray 3.

The paper failed to reach the registration sensor when feeding from Tray 3.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

208 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 209

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).

210 Chapter 6 Numerical control panel messages

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 211

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

212 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

13.B2.D4 (HCI) 213

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

214 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 215

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D5 (DCF)
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

216 Chapter 6 Numerical control panel messages

 The paper failed to reach the registration sensor when feeding from Tray 5.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 217

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

218 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.DD
The paper failed to reach the registration sensor in required time when printing from duplexer.

13.B2.DD 219
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

220 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 221

 13.B2.FF
Residual paper jam at the registration sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

222 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

Recommended action for onsite technicians 223

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

4. Check the right door connector.

NOTE: It is an important step. Lowering the door too far during service can loosen the connector.

13.B9.Az Fuser Jam

The paper did not leave the fuser out sensor.

NOTE: NOTE: This error is caused by the fuser out sensor, but the cause of the problem varies
depending on the output device installation status.

Z = Fuser mode

224 Chapter 6 Numerical control panel messages

 ● 13.B9.A1 Printing in Auto-Sense mode Normal.

● 13.B9.A2 Printing in fuser mode Normal.

● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.

● 13.B9.A4 Printing in fuser mode Heavy 1.

● 13.B9.A5 Printing in fuser mode Heavy 2.

● 13.B9.A6 Printing in fuser mode Heavy 3.

● 13.B9.A7 Printing in fuser mode Glossy paper 1.

● 13.B9.A8 Printing in fuser mode Glossy paper 2.

● 13.B9.A9 Printing in fuser mode Glossy paper 3.

● 13.B9.AB Printing in fuser mode Transparency.

● 13.B9.AC Printing in fuser mode Label.

● 13.B9.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Recommended action for customers 225

 ■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

226 Chapter 6 Numerical control panel messages

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

5. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

Recommended action for onsite technicians 227

 6. Check the entrance sensor of the inner finisher (S1).

a. Diagnose the entrance sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to see if the value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.

d. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

7. Check the entrance motor of the inner finisher.

a. Run the diagnostic test to diagnose the entrance motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.

228 Chapter 6 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA.

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: JC31-00169B

For instructions, see the Service Manual for this printer.

13.B9.Dz
The paper failed to reach the fuser out sensor in required time.

● 13.B9.D1 Fuser delivery delay jam when printing from Tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from Tray 2.

● 13.B9.D3 Fuser delivery delay jam when printing from Tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from Tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from Tray 5.

● 13.B9.D6 Fuser delivery delay jam when printing from Tray 6.

● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.B9.Dz 229
 1. Open the right door. Remove any jammed paper found.

2. Check for paper jammed in the OPC area, and remove any jammed paper found.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

230 Chapter 6 Numerical control panel messages

 1. Open the right door. Remove any jammed paper found.

2. Check for paper jammed in the OPC area, and remove any jammed paper found.

3. If the error persists, dispatch an onsite technician with the following parts.

Fuser part number:

● 5PN51-67001 (100V)

● 5PN68-67001 (110V)

● 5PN69-67001 (220V)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 231

 1. Open the right door. Remove any jammed paper found.

2. Power off and on, and retest for checking the status.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration clutch.

232 Chapter 6 Numerical control panel messages

a. Diagnose the registration clutch.

i. Run the diagnostic for the clutch from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Paper path > Feed > Registration Clutch

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

Recommended action for onsite technicians 233

 For instructions, see the Repair Service Manual for this product.

5. Check the fuser out sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the fuser out sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Fuser Out Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J88).

c. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

234 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

6. Check for paper jammed in the OPC area, and remove any jammed paper found.

7. If an error is not resolved after the previous steps have been carried out, replace the Fuser.

Fuser part number:

● 5PN51-67001 (100V)

● 5PN68-67001 (110V)

● 5PN69-67001 (220V)

13.B9.FF
Residual paper jam at the fuser out sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

13.B9.FF 235
 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the fuser out sensor.

236 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

e. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

13.D2.Az
The paper did not leave the duplex sensor.

Z = Fuser mode

13.D2.Az 237
 ● 13.D2.A1 Printing in Auto-Sense mode Normal.

● 13.D2.A2 Printing in fuser mode Normal.

● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.A4 Printing in fuser mode Heavy 1.

● 13.D2.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

● 13.D2.A9 Printing in fuser mode Glossy paper 3.

● 13.D2.AB Printing in fuser mode Transparency.

● 13.D2.AC Printing in fuser mode Label.

● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

238 Chapter 6 Numerical control panel messages

 ■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for onsite technicians 239

 3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.D2.Dz
The paper failed to reach the duplex sensor in required time.

Z = Fuser mode

● 13.D2.D1 Printing in Auto-Sense mode Normal.

● 13.D2.D2 Printing in fuser mode Normal.

● 13.D2.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.D4 Printing in fuser mode Heavy 1.

● 13.D2.D5 Printing in fuser mode Heavy 2.

● 13.D2.D6 Printing in fuser mode Heavy 3.

● 13.D2.D7 Printing in fuser mode Glossy paper 1.

● 13.D2.D8 Printing in fuser mode Glossy paper 2.

240 Chapter 6 Numerical control panel messages

 ● 13.D2.D9 Printing in fuser mode Glossy paper 3.

● 13.D2.DB Printing in fuser mode Transparency.

● 13.D2.DC Printing in fuser mode Label.

● 13.D2.DD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 241

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the duplex motor.

242 Chapter 6 Numerical control panel messages

 a. Run the diagnostic test to diagnose the duplex motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Duplex > Duplex Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J88)

c. Retest the motor. If the test fails, replace the motor.

Duplex motor part number: JC93-01687A

For instructions, see the Repair Service Manual for this product.

5. Check the Duplex 1 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

Recommended action for onsite technicians 243

 b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.D2.FF
Residual paper jam at the duplex sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

244 Chapter 6 Numerical control panel messages

 ■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 245

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Duplex 1 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

246 Chapter 6 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.A1
The trailing edge cannot leave the bridge entrance sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the bridge door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

13.E1.A1 247
 ■ Open the bridge door. Remove any jammed paper found.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the bridge door. Remove any jammed paper found.

2. Check the bridge motor.

a. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker finisher
> Bridge > Bridge motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

248 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

c. Retest the motor. If the test fails, replace the motor.

Bridge motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

3. Check the bridge exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/stacker finisher > Bridge >
Bridge exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for onsite technicians 249

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

d. Replace the sensor as needed.

Bridge exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.Dz
The paper failed to reach the output bin-full sensor in required time.

NOTE: This error can occur due to poor assembly of the first exit flag, no flag, or a disconnected flag.
It may also occur when the sensor connection of the flag is poor.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

250 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician with the following part:

Actuator - Bin Full Exit part number: JC66-04339A

Recommended action for customers 251

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

252 Chapter 6 Numerical control panel messages

4. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

5. Check the out-bin full sensor.

a. Check the actuator. Make sure that the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the out-bin full sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output
> Out-Bin Full Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

Recommended action for onsite technicians 253

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Out-bin full sensor part number: 0604-001393 or Exit unit: JC90-01876A (Upper assembly)
For instructions, see the Service Manual for this printer.

6. Check the exit motor.

a. Run the diagnostic test to diagnose the exit motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

254 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J69).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Exit motor: JC93-00186A
or Exit unit: JC90-01678A (Upper part )
For instructions, see the Service Manual for this printer.

7. If the return gate (Callout 1) is closed, check the return gate solenoid (Callout 2). Make sure the
return gate moves smoothly back and forth.

Determine if a finisher is installed

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.E1.Dz error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Inner finisher

Recommended action for onsite technicians 255

 Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

256 Chapter 6 Numerical control panel messages

Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler-stacker & Booklet finisher

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Recommended action for onsite technicians 257

 Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

13.E7.Az
The paper did not leave the Exit 2 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

258 Chapter 6 Numerical control panel messages

 2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 259

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.E7.Dz
The paper failed to reach the Exit 2 sensor in required time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

260 Chapter 6 Numerical control panel messages

 1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for onsite technicians 261

 3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the Exit 2 motor.

a. Run the diagnostic test to diagnose the Exit 2 motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit 2 Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

262 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J10).

c. Retest the motor. If the test fails, replace the motor.

Exit 2 motor part number: Y1G23-67001 (Upper part )

For instructions, see the Service Manual for this printer.

5. Check the return gate solenoid.

a. Run the diagnostic test to diagnose the return gate solenoid from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Duplex > Return Gate solenoid.

Check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 263

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (J10).

c. Retest the solenoid. If the test fails, replace the solenoid.

Part number:
Return gate solenoid: TBD
Exit 2 unit: Y1G23-67001 (Upper part)
For instructions, see the Service Manual for this printer.

6. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

264 Chapter 6 Numerical control panel messages

 b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.E7.FF
Residual paper jam at the Exit 2 sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

13.E7.FF 265
 ■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

266 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

Recommended action for onsite technicians 267

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.59.A3
Paper stay jam. The rear end of the paper fails to exit the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

268 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 269

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

270 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 271

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter fed short edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the booklet exit sensor.

272 Chapter 6 Numerical control panel messages

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.59.D3
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

13.59.D3 273
 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

274 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 275

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

276 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 277

 3. Check the paper path from the booklet tamper sensor (Callout 1) to the booklet exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped.

4. Check the booklet fold motor.

a. Run the diagnostic test for the booklet fold motor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher >
Booklet end fence > Booklet fold motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

278 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN10).

c. Retest the motor. If the test fails, replace the motor.

Booklet fold motor part number: JC31-00144A

For instructions, see the Service Manual for this printer.

13.59.FF
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

13.59.FF 279
 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

280 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 281

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

282 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 283

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● 13.60.A1 Finisher input jam when printing to top output tray.

● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

284 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner Finisher: Recommended action for customers 285

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

286 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 287

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

288 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner Finisher: Recommended action for call-center agents and onsite technicians 289
 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter fed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the exit motor.

290 Chapter 6 Numerical control panel messages

 a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 291
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

292 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the paper being used is not A4 or Letter, test with A4 or Letter paper. Feed long edge first as
indicated below. If a new error occurs, follow that error guide.

3. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 293
 4. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

5. Check the exit motor.

a. Run the diagnostic test for the exit motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker Finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

294 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

d. If the error persists, replace the Entrance sensor with a new one.

Entrance sensor part number: JC32-00020A

For instructions: see the Service Manual for this printer.

13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.

● 13.60.D1 Finisher input jam when printing to top output tray.

● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

13.60.D1, 13.60.D2 or 13.60.D3 295

 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

296 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

Stapler/Stacker - Booklet Maker: Recommended action for customers 297

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

298 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Inner Finisher: Recommended action for call-center agents and onsite technicians 299
 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

300 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Run the diagnostics for the motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Inner Finisher: Recommended action for call-center agents and onsite technicians 301
 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner-Rear Joint).

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: 5QK09-60128

For instructions, see the Service Manual for this printer.

4. If the motor test passes, check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

b. Make sure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the finisher for paper jams or obstructions.

302 Chapter 6 Numerical control panel messages

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 303
 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

304 Chapter 6 Numerical control panel messages

 3. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 305
 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.60.FF
The entrance sensor detects paper when the finisher starts.

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

306 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner Finisher: Recommended action for customers 307

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

308 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 309

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

310 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Inner Finisher: Recommended action for call-center agents and onsite technicians 311
 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the entrance sensor (S1).

a. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Cover the sensor to see if the value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner-
Rear Sensor).

312 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 313
 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

314 Chapter 6 Numerical control panel messages

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

13.63.A1 315
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

316 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 317

 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

318 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for call-center agents and onsite technicians 319

 4. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

320 Chapter 6 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 321

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

322 Chapter 6 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for call-center agents and onsite technicians 323

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA

b. Replace the sensor as needed.

Part number: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
Service Manual for this product.

324 Chapter 6 Numerical control panel messages

 4. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

13.63.DZ 325
 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

326 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 327

 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

328 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

Recommended action for call-center agents and onsite technicians 329

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

330 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 331

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

332 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents and onsite technicians 333

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

334 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.84.A1
The paper failed to leave the top exit sensor of the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

13.84.A1 335
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

336 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 337

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

338 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the paper being used is not A4 or Letter, test with A4 or Letter fed long edge first as indicated
below. If a new error occurs, follow that error guide.

3. Turn the printer off, and then on.

4. Check the paper path from the top exit sensor (Callout 1) to the output tray. Take a very close look at
where the paper leading edge stopped. Check for a foreign substance, a deformed shape, or paper
path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 339

 5. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/stacker finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

340 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 341

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

342 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents and onsite technicians 343

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor (Callout 2) to the finisher exit sensor
(Callout 1). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

344 Chapter 6 Numerical control panel messages

 4. Check the top exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Top
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check that the sensor value changes during the test.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Top exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.84.D2
The paper failed to reach the main output tray exit sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

13.84.D2 345
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

346 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 347

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

348 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 349

 3. Check the paper path from the finisher entrance sensor (Callout 1) to the main exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

4. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

350 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

13.84.F0 351
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

352 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 353

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

354 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 355

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

356 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for customers 357

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

358 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 359

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

360 Chapter 6 Numerical control panel messages

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 361

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

362 Chapter 6 Numerical control panel messages

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

IMPORTANT: If an incompatible external finisher has been installed, this error code might occur
intermittently. Be sure to install and use the appropriate finisher for the product.

13.90.D3 363
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

364 Chapter 6 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Recommended action for customers 365

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

366 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 367

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

368 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

5. Check the booklet entrance sensor.

Recommended action for call-center agents and onsite technicians 369

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

6. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher > Booklet
entrance > Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

370 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

13.91.FF
Paper is detected at the booklet entrance sensor when the finisher is initializing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

13.91.FF 371
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

372 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 373

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

374 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 375

 2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

376 Chapter 6 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 377

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

5. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

378 Chapter 6 Numerical control panel messages

 d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door 379

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

380 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 381

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

382 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check and make sure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 383

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up and elevate the case using the stand. (Callout 1
indicates the jam access handle.)

e. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

4. Turn the printer off, and then on.

384 Chapter 6 Numerical control panel messages

 5. If the error persists, please elevate the case using the Standard Support Process.

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

Correct finisher product code:

● 6GW51A HP LaserJet Booklet finisher

● 63C81A HP LaserJet Booklet finisher with Print Quality Diagnostics

● 6GW55A HP LaserJet Stapler/Stacker finisher

● 63C80A HP LaserJet Stapler/Stacker finisher with Print Quality Diagnostics

Finisher product codes that might cause issues:

● Y1G18A HP LaserJet Stapler/Stacker finisher

● Y1G07A HP LaserJet Booklet finisher

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

13.92.FF Jam in front left door 385

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

386 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher has been installed, a 13.92.FF jam error and a specific
event log error occur intermittently or permanently when printing on the printer.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Ensure a compatible external finisher has been installed with the product.

To validate the appropriate external finisher for the printer, go to the following Issue/Solution
document in WISE: 13.90.D3 or 13.92.FF paper jam inside the finisher when using incompatible
external finisher and see step 1 (ish_10568892-10568253-16).
2. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 387

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

388 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. Check the Buffer sensor.

Recommended action for call-center agents and onsite technicians 389

 a. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Buffer
sensor.

Check that the sensor value changes during the test.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (External -
CN6).

c. Replace the sensor as needed.

Part number - Buffer sensor: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.D3
Paper did not reach the booklet tamper sensor in the specified time limit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

390 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 391

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

392 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents and onsite technicians 393

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

394 Chapter 6 Numerical control panel messages

3. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet tamper sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

Recommended action for call-center agents and onsite technicians 395

 d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.FF
Paper is detected at the booklet tamper sensor when the finisher is initializing.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

396 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for customers 397

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

398 Chapter 6 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 399

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet tamper sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

400 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

13.98.A3 401
 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

402 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 403

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

404 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet tamper sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

NOTE: Make sure that the buffer sensor S13 is clear of any debris and moves freely.

Recommended action for call-center agents and onsite technicians 405

 5. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Booklet entrance
> Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

406 Chapter 6 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

13.69.A2 or 13.98.D3 407

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

408 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 409

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

410 Chapter 6 Numerical control panel messages

3. Check the paper path from the finisher main exit sensor (Callout 1) to the buffer sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

4. Check the buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Finisher > Buffer > Buffer sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

Recommended action for call-center agents and onsite technicians 411

 d. Replace the sensor as needed.

Buffer sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

5. Check the booklet feed motor.

a. Run test, 113-3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the feed motor.

Part number: JC93-001152A

For instructions on removing and replacing booklet feed motor, see the Repair Service Manual
for this product.

13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

412 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 413

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

414 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents and onsite technicians 415

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up and elevate the case using the stand.

b. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

3. Turn the printer off, and then on.

4. If the error persists, please elevate the case using the Standard Support Process.

20.WX.YZ error messages

20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

416 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

2. Clean the scanner glass and glass strips.

3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

5. Check all connections on the scanner control board and from the scanner control board to the
formatter and the DC controller or the engine control board. If all connections are good, replace the
scanner control board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.08
The flatbed scanner carriage failed to find the home position.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

Recommended action 417

 2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician with the following parts.

● Platen unit part number:

– E877 series - 3SJ32-60103

– E826, E786, E731 series - 3SJ11-60103

– E785, E731 series - 3SJ00-60103

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-11 Scan motor location

418 Chapter 6 Numerical control panel messages

a. Run the diagnostics test for the flatbed motor from the following menu (service pin: 03073122).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

Figure 6-12 SCB PCA J5 (E877)

Figure 6-13 SCB PCA J10 (E826/E786/E731)

Figure 6-14 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-15 SCB PCA J4 and J9 (E877)

Recommended action for onsite technicians 419

 Figure 6-16 SCB PCA J4 and J9 (E826/E786/E731)

Figure 6-17 SCB PCA J3 (E785/E730)

d. Figure 6-18 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

420 Chapter 6 Numerical control panel messages

 Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-19 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

– E785, E730 series - 3SJ11-60013

Figure 6-20 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.01.41, 30.01.45, 30.01.57

Errors related to CPB or scanner communication.

● 30.01.41: CPB general error.

● 30.01.45: CPB assertion failure error.

30.01.41, 30.01.45, 30.01.57 421

 ● 30.01.57: Scan Device detects error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections on the formatter.

4. Reassemble the printer and turn it on.

5. If the error persists, upgrade the firmware to FutureSmart 5.6 or higher

6. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process.

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

NOTE: If the file size is smaller than 10 MB, then the correct log has not been captured.

30.01.44
Scanner communication error.

422 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on again two times.

2. If the error persists, dispatch an onsite technician to check the formatter connection (J67) and
LVPS connections (CN3, CN4).

● Formatter

● LVPS

Recommended action for customers 423

 3. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, dispatch a technician to replace the ADF.

Recommended action for onsite technicians

Use the following steps to help resolve the issue.

1. Turn the printer off, and then on.

2. If the error persists, check connection J95 on formatter to ensure it is correctly seated.

IMPORTANT: Refer to the photos below to make sure that the flat-flexible cable (FFC) is correctly
inserted in the connector body.

424 Chapter 6 Numerical control panel messages

Figure 6-21 FFC installed incorrectly, not fully seated.

Recommended action for onsite technicians 425

 Figure 6-22 FFC installed incorrectly, installed at angle.

3. If there is FFC cable is damaged, replace the FFC cable with a new one.

CBF - Flat Cable: 3SJ11-50022

4. Check the formatter connection (J67) and LVPS connections (CN3, CN4).

● Formatter

● LVPS

426 Chapter 6 Numerical control panel messages

5. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, replace the ADF.

Recommended action for onsite technicians 427

 6. Check if the Platen power cable is inserted correctly (Refer to the following image). If the cable is
connected upside down, reseat connector correctly and turn the printer power on.

1 2

7. If the error persists, replace the low voltage power supply (LVPS).

LVPS Type-5 110V part number: 5QJ90-60014

LVPS Type-5 220V part number: 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

8. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process.

To collect the diagnostic logs use the following steps.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save.

NOTE: This process takes approximately 1 minute.

30.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

428 Chapter 6 Numerical control panel messages

 2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer power off.

2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

30.03.22, 30.03.23, and 30.03.30

A scanner calibration failed.

● 30.03.22: Front-side illumination calibration failed

● 30.03.23, and 30.03.30: Flatbed alignment calibration failed

Recommended action for call-center agents 429

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-23 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin: 03073122).

430 Chapter 6 Numerical control panel messages

 Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

Figure 6-24 SCB PCA J5 (E877)

Figure 6-25 SCB PCA J10 (E826/E786/E731)

Figure 6-26 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-27 SCB PCA J4 and J9 (E877)

Recommended action for onsite technicians 431

 Figure 6-28 SCB PCA J4 and J9 (E826/E786/E731)

Figure 6-29 SCB PCA J3 (E785/E730)

d. Figure 6-30 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

432 Chapter 6 Numerical control panel messages

 Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-31 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

– E785, E730 series - 3SJ11-60013

Figure 6-32 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.03.22, 30.03.23, and 30.03.30

A scanner calibration failed.

● 30.03.22: Front-side illumination calibration failed

● 30.03.23, and 30.03.30: Flatbed alignment calibration failed

30.03.22, 30.03.23, and 30.03.30 433

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-33 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin: 03073122).

434 Chapter 6 Numerical control panel messages

 Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

Figure 6-34 SCB PCA J5 (E877)

Figure 6-35 SCB PCA J10 (E826/E786/E731)

Figure 6-36 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-37 SCB PCA J4 and J9 (E877)

Recommended action for onsite technicians 435

 Figure 6-38 SCB PCA J4 and J9 (E826/E786/E731)

Figure 6-39 SCB PCA J3 (E785/E730)

d. Figure 6-40 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

436 Chapter 6 Numerical control panel messages

 Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-41 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

– E785, E730 series - 3SJ11-60013

Figure 6-42 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

31.* errors 437

 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. Verify the document feeder top cover is completely closed when feeding pages through it.

2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.

3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.

4. Clean the scanner glass and all the calibration strips.

5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.

7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests. Look for tests related to the document feeder, such as the Jam
Cover Sensor test.

8. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions

9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.

10. If the error persists, replace the document feeder assembly.

31.01.47
The document feeder was not detected and might not be connected.

NOTE: The flatbed glass is still available for scanning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

438 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-43 300sh-Flow ADF J1/J2

Figure 6-44 200sh-Flow ADF J10/J11

Recommended action for onsite technicians 439

 Figure 6-45 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

440 Chapter 6 Numerical control panel messages

 1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer power off.

2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

31.03.20, 31.03.22, and 31.03.31

A scanner or ADF error has occurred.

● 31.03.20: The back-side scanner was not detected.

● 31.03.22: The back-side illumination calibration failed.

● 31.03.31: The document feeder motor stalled.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 441

 1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-46 300sh-Flow ADF J1/J2

Figure 6-47 200sh-Flow ADF J10/J11

442 Chapter 6 Numerical control panel messages

 Figure 6-48 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.37
An ultra-sonic pick sensor error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

31.03.37 443
 Figure 6-49 Clean the ultra-sonic sensor

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-50 Clean the ultra-sonic sensor

3. If the error persists, dispatch an onsite technician.

444 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

3. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-51 Clean the ultra-sonic sensor

4. At the control panel, open sensor test menu and test the sensor. Toggle the ADF pick success
sensor. A green dot or check mark appears next to ADF pick success sensor the senor is toggled.

5. If the senor cannot be toggled, replace the document feeder.

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● 300sh: 5QJ90-61042 (ADF assembly 300 sh)

● 200sh: 5QJ90-67011 (ADF Whole Unit Kit (ENT), Growler A3+)

200sh : 5QJ90-67012 (ADF Whole Unit Kit (WF), Growler A3+)

● 100sh : 5QJ83-67007 (ADF Whole Unit Kit, Prowler A3+)

31.13.00
Multipick jam in document feeder.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Recommended action for customers 445

 1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

446 Chapter 6 Numerical control panel messages

 a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If ther error persists, please contact to the customer support, and share the checked information
to him.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top cover of the document feeder, and check whether there are
foreign substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

Recommended action for onsite technicians 447

 7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

If the customer wishes to keep the multi-detection turned off, due to paper quality issues, this
can be saved as a default or a quick set for easier usage.

CAUTION: The document feeder will no longer detect whether multiple pages are fed, and
this can cause other jam errors and can cause missing pages in copy jobs.

31.13.01 (100-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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.

448 Chapter 6 Numerical control panel messages

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, dispatch an onsite technician with the following part.

ADF Roller Kit: 5QJ83-67002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for onsite technicians 449

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

5. Check the pickup roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

450 Chapter 6 Numerical control panel messages

 6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

7. If the error persists, replace the ADF roller kit.

ADF Roller Kit: 5QJ83-67002

For instructions:
See the Service Manual for this printer

31.13.01 (200-sheet Flow ADF, 200-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

31.13.01 (200-sheet Flow ADF, 200-sheet ADF) 451

 3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

452 Chapter 6 Numerical control panel messages

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, dispatch an on-site technician with the following parts.

ADF Roller Kit: 5851-7202

Recommended action for call-center agents 453

 Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

454 Chapter 6 Numerical control panel messages

 5. Check the rollers.

■ Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

7. If the error persists, replace rollers with ADF Roller Kit.

ADF Roller Kit: 5851-7202

For instructions:
see the Service Manual for this printer

31.13.02 (200-sheet Flow ADF, 200-sheet ADF)

Jam inside the document feeder.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

31.13.02 (200-sheet Flow ADF, 200-sheet ADF) 455

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

456 Chapter 6 Numerical control panel messages

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Remove and reinstall pickup roller assembly.

Recommended action for call-center agents 457

 a. Release the latch, and then open the ADF top door.

Figure 6-52 Open the cover

b. Rotate the blue locking lever down.

Figure 6-53 Rotate the lever

458 Chapter 6 Numerical control panel messages

 c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-54 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

6. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-55 Example ADF Serial Number

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for onsite technicians 459

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

460 Chapter 6 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

6. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

7. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 461

 8. Remove and reinstall pickup roller assembly.

a. Release the latch, and then open the ADF top door.

Figure 6-56 Open the cover

b. Rotate the blue locking lever down.

Figure 6-57 Rotate the lever

462 Chapter 6 Numerical control panel messages

 c. Slide the locking lever toward the front of the printer (callout 1), and then remove the pick roller
assembly (callout 2).

Figure 6-58 Remove the roller assembly

d. Remove any foreign substances.

e. To install the pickup roller assembly, reverse the removal steps.

9. If the issue persists, run a diagnostic test for the Deskew sensor using the printer control panel.

a. From the Home screen of the control panel, select Support Tools.

b. Select Service, and then enter the Service Access Code.

For the service pin, see the Printer service information on page 17 section.

c. Select Advanced Service, and then select the Advanced Diagnostics menu.

d. Select Sensors, and then select Document Feeder.

e. Perform a test on the ADF paper path Deskew Sensor.

Recommended action for onsite technicians 463

 f. Cover the sensor and check if the reading value changes.

Figure 6-59 ADF Deskew sensor

g. Disconnect and reconnect both ends of the wire harness from the sensor to PCA connection
J3.

Figure 6-60 ADF PCA connections

10. If the Deskew sensor has no changes, clean the sensor.

Use the following guidelines when cleaning the Deskew sensor:

● Use a dry cotton swab to remove any dust or debris from the sensor and mirror.

● Do Not remove the sensor for cleaning.

464 Chapter 6 Numerical control panel messages

 ● Do not use water or solvents (isopropyl alcohol, methanol, for example).

● Do not use an air compressor because it can contaminate your printer.

NOTE: If using canned air, it should only be directed at the sensor and mirror.

WARNING! Do Not use canned air in the ADF paper path.

Canned air in the ADF paper path can move contaminants to other surfaces such as motor
encoders.

11. If the error persists, check the ADF serial number label, and then order the correct part number to
replace the ADF assembly as listed below:

● If the ADF serial number label is J1H98-60031, replace the ADF assembly: 5QJ90-67011
(Description: SVC-ADF Whole Unit Kit 200 Sheets ENT).

● If the ADF serial number label is J1H98-60032, replace the ADF assembly: 5QJ90-67012
(Description: SVC-ADF Whole Unit Kit 200 Sheets WF).

Figure 6-61 Example ADF Serial Number

For instructions:
See the Service Manual for this printer

31.13.13
Jam in document feeder.

When feeding the original, the top cover is open status.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

31.13.13 465
 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, please contact to the customer support, and share the checked information to
him.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. Turn off the power and check the sensor assembly status.

NOTE: Follow the instructions below to check the sensor's condition and to see if the sensor is
missing.

a. Valiant ADF: Remove the six screws. / Growler ADF: Remove the three screws.

466 Chapter 6 Numerical control panel messages

 b. Make sure there is no problem with the assembly of the sensor. In particular, make sure that
the sensor is not abnormally lifted.

31.13.14 (300-sheet Flow ADF)

Jam in document feeder.

There is a problem with ADF Retard motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

31.13.14 (300-sheet Flow ADF) 467

 1. Open the document feeder cover remove any jammed paper. Then close the top door of the
scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. Open the document feeder cover check the reflective film of the sensor for contamination and
clean it.

4. Check and clean the reflective film of the ADF’s open sensor for contamination.

5. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.

6. If the error persists, please contact the customer support, and share the checked information to
him.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder cover remove any jammed paper. Then close the top door of the
scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. Open the document feeder cover check the reflective film of the sensor for contamination and
clean it.

4. Check and clean the reflective film of the ADF’s open sensor for contamination.

5. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.

NOTE: Follow the instructions below to check the roller and timing belt rotating condition. When
rotating the gear, be careful of surface damage. Do not rotate with your fingernails.

6. Open the cover below to check if the roller rotates properly.

Make sure that the rollers and timing belts rotate when the white gear is pushed in the direction
indicated.

468 Chapter 6 Numerical control panel messages

 a. Open the separation roller’s cover.

b. Rotate the gear to check the assembly status.

7. If the error persists, please contact customer support.

31.13.14 (100-sheet ADF)

Jam in document feeder.

There is a problem with the ADF feed motor (Main Motor).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

31.13.14 (100-sheet ADF) 469

 1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

470 Chapter 6 Numerical control panel messages

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: 5QJ83-67007

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

Recommended action for onsite technicians 471

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

472 Chapter 6 Numerical control panel messages

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

7. Check the ADF Feed Motor (Main Motor).

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Feed Motor.

Recommended action for onsite technicians 473

 Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFp-J8).

c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly part number: 5QJ83-67007

For instructions, see the Service Manual for this printer.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Retry the job.

32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.

● 32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

● 32.08.A2 (event code)

Boot from normal shutdown event.

474 Chapter 6 Numerical control panel messages

 ● 32.08.A3 (event code)

Regular boot event.

Recommended action
There is no action needed for this message.

■ No action necessary.

32.1C.05
The restore job ticket was submitted with invalid credentials.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Retry the job.

2. Remove stored jobs and retry.

Recommended action 475

 3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.

4. Check the network share or try setting up a new shared network drive or folder.

32.1C.09 (event code)

Tried to restore a backup file that was not valid for this printer.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Use a valid backup file.

32.1C.0A (event code)

Backup file is invalid.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reboot, and then retry the backup/restore.

32.1C.11 (event code)

Backup/restore time-out while communicating with the engine.

The backup operation was aborted because the printer is busy.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Wait until the printer is idle, and then try again.

476 Chapter 6 Numerical control panel messages

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Free up disk space, and then try again.

32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

32.1C.2F
Reset failure.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then on. Retry the job.

32.1C.40
The backup operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.13, 32.1C.14 477

 32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).

478 Chapter 6 Numerical control panel messages

Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

32.1C.49
The backup job ticket was submitted with a bad encryption.

NOTE: This would only apply to a web services call to perform a backup with a blank PIN

Recommended action
Follow these troubleshooting steps in the order presented.

■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

Recommended action 479

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

480 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

Recommended action
Follow these troubleshooting steps in the order presented.

■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Retry the job.

Recommended action 481

 33.WX.YZ error messages
33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on the
control panel of the printer and contact your HP-authorized service or support provider, or contact
customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, elevate the case using the Standard Support Process.

482 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, elevate the case using the Standard Support Process.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

Recommended action for onsite technicians 483

 33.04.01
A Trusted Platform Module (TPM) is missing from a printer that previously had a TPM installed.

TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.

TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting
during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under
TPM, select the Stop Using option if you no longer want to use the TPM accessory.

484 Chapter 6 Numerical control panel messages

 3. Check the connection (J11).

4. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The
original TPM module must be returned or you may select the Stop Using option in the preboot TPM
sub-menu.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select
the Stop Using option.

33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM
module currently installed is used to protect data in another device. The original TPM module must be
returned or you can start using this TPM module by selecting the Enable and Use option in the preboot
TPM sub-menu. You can also stop using a TPM altogether.

33.04.02 Missing TPM 485

 Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove the TPM module. The printer will not be protected.

2. If choosing to protect the printer with the used TPM, refer to the "Install a
new or re-enable an existing TPM after disabling a previous TPM" section of the
http://h10032.www1.hp.com/ctg/Manual/c04499622 (c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different
TPM accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM
module that was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is
unavailable or damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.

3. From the Preboot menu, select Administrator, and then select TPM Config.

4. Select Get status, Enabled and then select Disable TPM and confirm. The printer will reboot.

NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be
in a Ready state.

5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.

6. Turn the printer off, and then turn it on.

7. Open the Preboot menu.

8. From the Preboot menu, select Administrator, and then select TPM Config.

9. Select Get status, Disabled and then select Enable TPM and confirm. The printer will reboot.

NOTE: Wait for the printer to restart and to be in a Ready state.

486 Chapter 6 Numerical control panel messages

 10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new
one can not be installed for security reasons.

11. If the error persists, elevate the case using the Standard Support Process.

33.04.06 TPM Locked Out

The Trusted Platform Module (TPM) is locked out due to too many authentication failures.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact the GBU.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

33.04.06 TPM Locked Out 487

 ● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.

2. For all other errors: Download a firmware bundle to the printer from the Preboot menu. Go to: HP
FutureSmart - Latest Firmware Versions

NOTE: Formore information on SureStart, go to: HPSureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
Follow these troubleshooting steps in the order presented.

1. Perform a Format Disk procedure.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu. Go to:HP FutureSmart - Latest Firmware Versions

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HPSureStart 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.

488 Chapter 6 Numerical control panel messages

 ● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action
Follow these troubleshooting steps in the order presented.

■ Turn the printer off, then on.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the following message is displayed when selecting Continue from
the Preboot menu after encountering a 33.05.2x error. This message should be ignored.

A disk or boot error has occurred. Clear Error. Press Any Key

Formore information on SureStart, go to HPSureStart Whitelisting and Intrusion Detection

Troubleshooting Manual. (Doc ID: c04863614).

33.06.03 Uninitialized supply chip on formatter

An alarm indicates that the supply chip on formatter is not responding. This error occurs when printer
is booting. This error can occur when the supply chip on formatter initialization fails due to an unknown
problem. The copy, print, and fax services are not available.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or 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, elevate the case using the Standard Support Process.

Recommended action 489

 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, elevate the case using the Standard Support Process.

33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.08.01 Boot code corrupt and recovered

● 33.08.02 Boot code corrupt and recovered

● 33.08.03 Boot code corrupt and recovered

Recommended action for customers, call-center agents, and onsite technicians

Follow these troubleshooting steps in the order presented.

1. No action necessary.

2. The newly downloaded firmware failed to cryptographically validate the BIOS code.

33.08.06 Boot code corrupt

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.
2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

490 Chapter 6 Numerical control panel messages

 ■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.08.08 Upgrade corrupt

Recommended action for customers

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen. Downgrade to non-SureStart firmware - only available from
the Preboot menu.

Recommended action for call-center agents

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

1. Downgrade to non-SureStart firmware - only available from the Preboot menu.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

■ Downgrade to non-SureStart firmware - only available from the Preboot menu.

33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate

● 33.08.11 Code sign error

● 33.08.12 Code sign error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If this issue recurs, contact administrator.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

33.08.08 Upgrade corrupt 491

 2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

33.08.19 Corrupt data in firmware volume

Recommended action for customers, call-center agents, and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
If this issue recurs, contact administrator.

2. If the device does not reboot to Ready, download a firmware bundle to the printer from the Preboot
menu. Go to: HP FutureSmart - Latest Firmware Versions.

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP SureStart - Whitelisting and Intrusion Detection

Troubleshooting Manual. (Doc ID: c04863614)

33.08.6x Intrusion detection errors

The intrusion detection system has encountered an error.

● 33.08.60 Potential memory intrusion detected

● 33.08.61 Potential malicious code detected

● 33.08.62 Potential system register intrusion detected

● 33.08.63 Intrusion detection not initialized

● 33.08.64 Intrusion detection initialization error

● 33.08.73 Potential memory intrusion detected

● 33.08.74 System resource error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact administrator.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

492 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

40.WX.YZ error messages

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.

40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

The product has experienced a JetDirect buffer overflow.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.03 EIO [x] buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.

Recommended action for onsite technicians 493

 Recommended action
Follow these troubleshooting steps in the order presented.

■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO [x] bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.00.05 Embedded I/O bad transmission To continue, touch OK

The USB device has been removed.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

Recommended action
See recommended action.

■ No action necessary.

494 Chapter 6 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
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. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.

● Y = A: Size mismatch. Detected paper too long.

● Y = B: Size mismatch. Detected paper too short.

● Y = C: Size mismatch. Inter-page gap error.

● Z = D: Source is the duplexer.

● Z = 1: Source is tray 1.

● Z = 2: Source is tray 2.

● Z = 3: Source is tray 3.

● Z = 4: Source is tray 4.

● Z = 5: Source is tray 5.

● Z = 6: Source is tray 6.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

41.* errors 495

 2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: 5QJ90-60111

Tray 3 part number: 5QJ90-60119
Tray 4 part number: 5QJ98-61009 (DCF)

496 Chapter 6 Numerical control panel messages

 Tray 4 part number: 5QJ98-61012 (HCI)
Tray 5 part number: 5QJ98-61007 (DCF)

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC92-02622A

5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

Recommended action for call-center agents and onsite technicians 497

 ● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC92-02622A

For instructions, see the Repair Service Manual for this product.

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a
paper-width sensor failure occurred from an unknown tray. The error will be one of the following:

● 41.03.F0

● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. If the error persists, please contact customer support.

498 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: 5QJ90-60111

Tray 3 part number: 5QJ90-60119
Tray 4 part number: 5QJ98-61009 (DCF)
Tray 4 part number: 5QJ98-61012 (HCI)
Tray 5 part number: 5QJ98-61007 (DCF)

Recommended action for call-center agents and onsite technicians 499

 4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC92-02622A

5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC92-02622A

For instructions, see the Repair Service Manual for this product.

41.03.01
Tray 1 detected paper is longer or shorter than expected.

500 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed 1 Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J70).

Recommended action for customers 501

 c. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

41.03.02
Tray 2 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

502 Chapter 6 Numerical control panel messages

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed 1 Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J70).

c. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 503

 3. Check the Tray 2 paper size sensor.

a. Diagnose the Tray 2 paper size sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 2 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Main-J67).

b. Replace the sensor as needed.

Tray 2 paper size sensor part number: JC93-00018B

Or Tray 2 pickup assembly part number: JC93-01728A( Upper assembly )

504 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

41.03.03
Tray 3 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Paper path > Feed > Feed 2 Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

41.03.03 505
 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

c. Replace the sensor as needed.

Part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

3. Check the Tray 3 paper size sensor.

a. Diagnose the Tray 3 paper size sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 3 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

506 Chapter 6 Numerical control panel messages

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Main-J67).

b. Replace the sensor as needed.

Tray 3 paper size sensor part number: JC93-00018B

Or Tray 3 pickup assembly part number: JC93-01729A( Upper assembly )
For instructions, see the Repair Service Manual for this product.

41.03.04 (DCF)
Tray 4 (DCF) detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

41.03.04 (DCF) 507

 2. Check the Tray 4 paper size sensor.

a. Diagnose the Tray 4 paper size sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN802).

b. Replace the sensor as needed.

Tray 4 paper size sensor part number: JC93-00018B

Or Tray 4 pickup assembly part number: 8GR90-60007 (Upper assembly)
For instructions, see the Repair Service Manual for this product.

41.03.05(DCF)
Tray 5 detected paper is longer or shorter than expected.

508 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the Tray 5 paper size sensor.

a. Diagnose the Tray 5 paper size sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN802).

Recommended action for customers 509

 b. Replace the sensor as needed.

Tray 5 paper size sensor part number: JC93-00018B

Or Tray 5 pickup assembly part number: 8GR90-60007 (Upper assembly)
For instructions, see the Repair Service Manual for this product.

42.WX.YZ error messages

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on. Retry the job.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on. Retry the job.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

42.B0.01
Missing string in firmware error.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

510 Chapter 6 Numerical control panel messages

 2. If the error persists, upgrade the firmware to the latest version.

3. If the error persists, elevate the case using the Standard Support Process.

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

3. Turn the printer off, and then on. Retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

Go to HP FutureSmart - Latest Firmware Versions.

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

44.* errors 511

 b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on. Retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Try to send the job again.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

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.

512 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

44.11.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

Recommended action 513

 2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

514 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

Credentials associated with the SharePoint destination were found to be invalid or missing.

Recommended action
Follow these troubleshooting steps in the order presented.

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 515

 Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

44.16.08 Error Event log message (Multifunction product only.)

Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

516 Chapter 6 Numerical control panel messages

44.16.09 Error Event log message (Multifunction product only.)
Upload of image file failed. A folder or filename length is too long.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.09 Error Event log message (Multifunction product only.) 517

 44.16.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

44.16.10 Error Event log message (Multifunction product only.)

The SharePoint server is using an invalid certificate.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

Recommended action
Follow these troubleshooting steps in the order presented.

1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.04 Fax Modem2 Failure

A Fax Modem2 Failure error has occurred. [Dual Fax] when the second fax modem is not installed (or
installed but has bad modem/bad connection) on the dual fax supported device at the booting time, the
device will make a warning log for the second fax modem.

518 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

1. If you have installed the second fax modem, check the connection. And turn the printer off, and then
on.

2. If the error persists, record the message, and then contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

45.WX.YZ error messages

45.00.07
Failed to connect to host or proxy.

The communication from the formatter failed.

This error occurs while trying to access the Support Tools > Service > Service Functions menu.

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Recommended action 519

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Functions menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.1C
Operation Time Out

There is an issue with the communication connection from formatter and it has timed out.

This error occurs while trying to access the Support Tools > Service > Service Tools menu.

NOTE: The timeout and host/proxy refer to the internal network communication, not the JDI LAN drop
to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to check the connection status and gather materials to
investigate further.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

520 Chapter 6 Numerical control panel messages

 a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.70
Network connection not present. Port is initializing or is unavailable.

Typically, the RJ45 cable on the formatter is disconnected.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to check the connection status and gather materials to
investigate further.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.70 521
 46.WX.YZ error messages
46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to
complete.

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print
driver

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check
the configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the printer firmware.

522 Chapter 6 Numerical control panel messages

 5. If the error persists, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

46.24.00
Engine speed successfully configured via Late Point Differentiation (cloud).

Engine speed configured via cloud information.

Recommended action
See recommended action.

■ No action necessary.

46.24.01
Engine speed successfully configured via Late Point Differentiation (USB).

Engine speed configured via USB information.

Recommended action
See recommended action.

■ No action necessary.

46.24.03 Invalid Configuration (Finisher and Engine speed)

If the engine is upgraded to a higher speed than the installed finisher, and then the finisher is installed,
there should be a warining on the UI indicating that full speed is not possible.

The installed finisher's speed is lower than the engine's full speed. so, the engine's speed is downgraded.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Contact the administrator.

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.

46.24.00 523
 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. 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.01.xx errors
Image transformer internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

524 Chapter 6 Numerical control panel messages

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, 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.

Recommended action for call-center agents and onsite technicians 525

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, 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.

526 Chapter 6 Numerical control panel messages

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.06.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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, 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.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

Recommended action for call-center agents and onsite technicians 527

 ● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools/Troubleshooting/Diagnostics menu, run the hard disk tests to validate the
health of the device. Fix any issue found with the mass storage device.

528 Chapter 6 Numerical control panel messages

 3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the procedure to perform a Format Disk procedure, go to: HP Enterprise, HP Managed - Perform
a Partial Clean or Format Disk to reset the printer (c03398779).

48.WX.YZ error messages

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

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 http://www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

48.0D.01 Remote Image Disk error

The hard disk drive on the formatter has experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk drive

3. If the error persists, please contact customer support .

48.* errors 529

 Recommended action for service technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

3. If the error persists, replace the hard disk drive.

Part number: 933853-010

For instructions, see the Repair Service Manual for this product.

49.WX.YZ error messages

49.XX.YY Error To continue turn off then on
A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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.

530 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error. Go to HP FutureSmart - Latest
Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, search for the following document on WISE and continue troubleshooting with
the flowcharts for either Intermittent or Persistent 49 errors: HP LaserJet FutureSmart Devices - 49
Error Troubleshooting (Persistent and Intermittent) (c03122817).

49.13.01
Error in the native video pipeline.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 531

 2. For troubleshooting procedures, search for the "HP LaserJet Managed MFP E72525-E72535,
E77822-E77830, E78223-E78230, E82540-E82560, E87640-E87660 - 49.13.0 in solid condition"
document on WISE.

50.WX.YZ error messages

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

50.FF.01 Fuser error

The temperature of the fuser is less than a certain temperature.

The thermistor can’t measure the fuser temperature. The heat-roller will not heat up.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

532 Chapter 6 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN51-67001

Recommended action for call-center agents 533

 ● 110V fuser part number: 5PN68-67001

● 220V fuser part number: 5PN69-67001

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.

● 100V fuser part number: 5PN51-67001

● 110V fuser part number: 5PN68-67001

● 220V fuser part number: 5PN69-67001

For instructions, see the Repair Service Manual for this product.

5. If the problem persists, replace the fuser drive board (FDB) or the formatter as needed.

Fuser drive board 110V part number: JC44-00210F

Fuser drive board 220V part number: JC44-00211F
Formatter part number: 3SJ00-60001
For instructions, see the Repair Service Manual for this product.

NOTE: The formatter should be the last part replaced if needed.

50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.

The pressure control unit (cam unit) of the fuser is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

534 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

● 100V fuser part number: 5PN51-67001

● 110V fuser part number: 5PN68-67001

● 220V fuser part number: 5PN69-67001

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser gap home sensor.

a. Diagnose the fuser gap home sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service >Advanced Service > Advanced Diagnostics > Sensors >
Fuser > Fuser Gap Home Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J69).

Recommended actions for call-center agents 535

 b. Replace the sensor as needed.

Fuser (upper part) part number:

5PN51-67001 (100V)
5PN68-67001 (110V)
5PN69-67001 (220V)
For instructions, see the Repair Service Manual for this product.

50.FF.0E
The temperature of the fuser is low.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

● 100V fuser part number: 5PN51-67001

● 110V fuser part number: 5PN68-67001

● 220V fuser part number: 5PN69-67001

536 Chapter 6 Numerical control panel messages

Recommended actions for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the wire harness from the fuser to the FDB (CN9).

3. If the error persists, replace the fuser unit.

100V part number: 5PN51-67001

110V part number: 5PN68-67001

220V part number: 5PN69-67001

For instructions, see the Repair Service Manual for this product.

50.FF.yz
Fuser error

Recommended actions for onsite technicians 537

 ● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature.

● 50.FF.04 A fault occurred in the center thermistor, center lamp, or center heater control circuit. Fuser
error of the center thermistor temperature slope occurred.

● 50.FF.05 A fault occurred in the side thermistor, side lamp, or side heater control circuit. Fuser error
of the side thermistor temperature slope occurred.

● 50.FF.06 Temperature of the thermistor is higher than the maximum allowable temperature. The
fuser (center) temperature is more than the permitted temperature for a certain amount of time.

● 50.FF.07 Temperature of the thermistor is higher than the maximum allowable temperature. The
fuser (side) temperature is more than the permitted temperature for a certain amount of time.

● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0A The temperature of the center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0B The temperature control of the fuser is abnormal. The temperature of the fuser did not
change.

● 50.FF.0C The temperature control of the fuser is abnormal. Fuser low heat error.

● 50.FF.0D The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing. Fuser low heat error.

● 50.FF.0E The temperature measured by the central thermistor is much lower than the control
temperature. Fuser low heat error.

● 50.FF.0F The temperature measured in the central thermistor is much lower than the target
temperature after the warm-up period. Fuser low heat error.

● 50.FF.10 The temperature measured by the side thermistor is much lower than the control
temperature. Fuser low heat error.

● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature
after the warm-up period. Fuser low heat error.

● 50.FF.12 The printer detected that the temperature of the fuser is higher than the permitted limit.
Fuser over temperature error.

● 50.FF.13 The printer detected that the temperature of the fuser is higher than the permitted limit.
Fuser over temperature error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

538 Chapter 6 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN51A-67001

Recommended action for call-center agents 539

 ● 110V fuser part number: 5PN68A-67001

● 220V fuser part number: 5PN69A-67001

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.

● 100V fuser part number: 5PN51A-67001

● 110V fuser part number: 5PN68A-67001

● 220V fuser part number: 5PN69A-67001

For instructions, see the Repair Service Manual for this product.

5. If the problem persists, replace the fuser drive board (FDB) or the formatter as needed.

Fuser drive board 110V part number: JC44-00210F

Fuser drive board 220V part number: JC44-00211F
Formatter part number: 3SJ00-60001
For instructions, see the Repair Service Manual for this product.

NOTE: The formatter should be the last part replaced if needed.

54.WX.YZ error messages

54.* errors
Errors in the 54.* family are related to the image-formation system.

● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.

540 Chapter 6 Numerical control panel messages

 ● 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. Go to HP FutureSmart -
Latest Firmware Versions

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser inner temperature sensor detected a breach of its upper or lower limit.

Recommended action for customers 541

 ● 54.DD.05 The center thermistor sensor has an open circuit.

● 54.DD.06 The output of the inner temperature sensor is less than the minimum value permitted.

● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the sensor for the error reported.

Inner temperature sensor part number: 1404-001417

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Replace the inner temperature unit.

Inner temperature unit part number: 1404-001417

For instructions, see the Repair Service Manual for this product.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.

● 54.DD.08 The outer temperature sensor is faulty or not connected.

542 Chapter 6 Numerical control panel messages

 ● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with outer temperature sensor for the error
reported.

Part number:
Outer temperature sensor: 5QJ90-40002

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Replace the outer temperature/humidity unit.

Outer temperature/humidity unit part number: 5QJ90-40002

For instructions, see the Repair Service Manual for this product.

Recommended action for customers 543

 54.DD.0E Wrap Jam Sensor Calibration errors
The wrap jam sensor calibration error occurred in the fusing unit. This error occurs every time that you
try to use the printer. The media is stuck in fusing unit. The belt is broken or contaminated. The wrap jam
sensor is malfunction.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the fuser that corresponds to the error
reported.

Recommended actions for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check if the fuser wrap jam sensor is properly mounted on the holder.

2. Check if the harness is properly mounted into the sensor.

3. If the error persists, replace the fuser.

NOTE: If the error persists after replacing the fuser, the problem is most likely caused by
something other than a faulty fuser.

Remove and then reinstall the harness between the fuser and formatter. Make sure that the
connections are correctly and fully seated.

If the harness appears damaged, replace it.

54.14.00
A sensor calibration error has occurred for the sensor that detects the toner density for image
stabilization control.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

544 Chapter 6 Numerical control panel messages

Recommended actions for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Open the front cover and remove the toner collection unit.

3. Remove the imaging unit and check for any defects or damage.

4. Reinstall the imaging unit, and then turn the printer on.

5. If the error persists, replace the imaging drum unit.

Part number: W9066-67001

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.

Recommended actions for call-center agents and onsite technicians 545

 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.

■ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - A "57.00.xx Error"
message displays on the printer control panel

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.

2. Update the firmware to the latest version. If the latest version firmware is already installed, reinstall
it now.

For more information, see:

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01, 57.00.02 errors

LVPS (SMPS) FDB fan error.

57.00.01 The LVPS (SMPS) FDB fan was not activated, but the printer indicates that it is operating.

57.00.02 The LVPS (SMPS) FDB fan was activated, but it did not start, or it stops after a certain amount of
time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

546 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace SMPS fan.

LVPS FDB Fan part number: JC93-01786A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the LVPS FDB fan.

a. Diagnose the LVPS FDB fan.

i. Run the diagnostic for the fan from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > SMPS Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

Recommended action for call-center agents 547

 b. Retest the fan. If the test fails, replace the fan.

LVPS fan part number: JC93-01786A

For instructions, see the Repair Service Manual for this product.

57.00.03, 57.00.04
Duplex Fan (Right door fan) error.

57.00.03 The duplex fan was not activated, but the printer indicates that it is operating.

57.00.04 The duplex fan operates, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send a technician to check and
replace LSU fan.

Duplex fan part number: JC31-00160C

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

548 Chapter 6 Numerical control panel messages

1. Turn the printer off, and then on.

2. Check the Duplex fan.

a. Diagnose the Duplex fan.

i. Run the diagnostic for the fan from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Duplex Fan 1,2

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J88).

b. Retest the fan. If the test fails, replace the fan.

Duplex fan part number: JC31-00160C

Recommended action for onsite technicians 549

 For instructions, see the Repair Service Manual for this product.

57.00.17, 57.00.18 Developer fan error

The developer fan is faulty, or the fan-ready signal is abnormal.

57.00.17 The developer fan was not activated, but the printer indicates that it is operating.

57.00.18 The developer fan starts, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 100-0076, Developer Suction Fan Run.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the
connector).

e. If the 24V power is generated, replace the defective fan.

Part number: 5QJ98-40052

For instructions, see the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the
SMPS board is defective, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015

550 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the formatter.

Part number: 3SJ00-60001

For instructions, see the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital
voltmeter (3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the formatter.

Part number: 3SJ00-60001

For instructions, see the Repair Service Manual for this product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: 5QJ98-40052

For instructions, see the Repair Service Manual for this product.

57.00.19, 57.00.20
Developer Suction fan error.

57.00.19 The developer fan was not activated, but the printer indicates that it is operating.

57.00.20 The developer fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the developer suction fan sound. If there is abnormal fan noise, send a technician to check
and replace the fan.

Developer suction fan part number: 5QJ98-40052

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

57.00.19, 57.00.20 551

 2. Check the developer suction fan.

a. Diagnose the developer suction fan.

i. Run the diagnostic for the fan from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Developer Suction Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

b. Retest the fan. If the test fails, replace the fan.

Developer suction fan part number: 5QJ98-40052

552 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

57.00.21, 57.00.22 OPC fan error

The OPC in fan is faulty, or the fan-ready signal is abnormal.

57.00.21 The OPC fan does not operate correctly.

57.00.22 The OPC fan was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Check if the corresponding fan connector is connected correctly.

b. If the fan is not operational, measure the fan 24V power (the red and black wires on the
connector).

c. If the 24V power is generated, replace the defective fan.

Part number: 5QJ98-40052

For instructions, see the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the
SMPS board is defective, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the formatter.

Part number: 3SJ00-60001

For instructions, see the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital
voltmeter (3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

57.00.21, 57.00.22 OPC fan error 553

 a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the formatter.

Part number: 3SJ00-60001

For instructions, see the Repair Service Manual for this product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: 5QJ98-40052

For instructions, see the Repair Service Manual for this product.

57.00.28, 57.00.29
Drum fan error.

57.00.28 The drum fan was not activated, but the printer indicates that it is operating.

57.00.29 The drum fan operates, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the drum fan sound. If there is abnormal fan noise, send a technician to check and replace
the drum fan.

Drum fan part number: 8GR90-40008

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the drum fan.

554 Chapter 6 Numerical control panel messages

a. Diagnose the drum fan.

i. Run the diagnostic for the fan from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Drum Fan ( OPC Fan)

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

b. Retest the fan. If the test fails, replace the fan.

Drum fan part number: 8GR90-40008

Recommended action for onsite technicians 555

 For instructions, see the Repair Service Manual for this product.

57.00.30, 57.00.31 OPC2 fan error

The OPC2 fan was not activated, but the printer indicates that it is operating. The fan is stopped. The
OPC2 fan is faulty or the ready signal is abnormal. The fan is shown to be operating due to a circuit fault.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the OPC2 fan that corresponds to the error
reported.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if the OPC2 fan is properly mounted on the holder.

3. Check if the harness is properly mounted into the fan.

4. If the problem persists, replace the OPC2 fan.

57.00.32, 57.00.33 Front fan error

The front fan was not activated, but the printer indicates that it is operating. The front fan is faulty, or the
ready signal is abnormal. The fan is shown to be operating due to a circuit fault.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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. Turn the printer off before you check the fan. A PL accident may occur when you open the access
panel to check the fan.

556 Chapter 6 Numerical control panel messages

 3. And then check whether paper or a foreign substance is jammed in the front fan.

4. Check if the front fan is properly mounted on the holder.

5. Check if the harness is properly mounted into the fan.

6. If the problem persists, replace the front fan.

57.10.01 error
There is an error with the CPU fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Unplug the connector and then plug it in again (J12).

57.10.01 error 557

 3. If the error persists, replace the Main PCA (Formatter).

● Main PCA (Formatter) part number: 6CF14-67004

NOTE: If the problem is with the CPU fan, HP does not recommended replacing the fan alone due
to quality issues related to the part's nature.

Therefore, the fan is not provided as a service part. HP recommends replacing the Main PCA
(Formatter) instead.

For instructions: see the Service Manual.

59.WX.YZ error messages

59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.00.10, 59.00.20 Motor error

Registration/MP motor error.

● 59.00.10 The motor is operating, but the printer indicates that it is stopped.

● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

558 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the Registration/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers
from turning. If there is any foreign substance or paper, remove it.

c. Close the side cover and check for recovery.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the registration/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around registration/MP unit preventing the
rollers from turning. If there is any damage, replace the drive assembly.

Part number: JC93-01676A

c. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

d. Run test 100-0410, Registration Motor.

Recommended action for call-center agents 559

 e. If the test fails, check if the wire harness on the drive assembly and formatter are connected
correctly.

Figure 6-62 Connector 19 on the formatter

f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

g. If the voltage is good, replace the motor.

Part number: JC31-00123B

560 Chapter 6 Numerical control panel messages

 h. If the power is abnormal, check the 24V to chassis ground on the formatter from the LVPS type
5.

Figure 6-63 Connector 15 on formatter

i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

j. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions on removing and replacing LVPS board, see the Repair Service Manual for this
product.

k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

3. Check the motor signal 3.3V from the formatter.

Recommended action for onsite technicians 561

 a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-64 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.30, 59.00.40 Motor error

Fuser motor error.

● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.

● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

562 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

100V fuser part number: 5PN51A-67001

110V fuser part number: 5PN68A-67001
220V fuser part number: 5PN69A-67001
For instructions on removing and replacing fuser unit, see the Repair Service Manual for this
product.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01679A

For instructions on removing and replacing fuser drive, see the Repair Service Manual for this
product.

3. If the fuser and gear drive are OK, check the fuser drive motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the signal
voltage on the formatter.

Recommended action for call-center agents and onsite technicians 563

 c. If the test fails, check if the wire harness on the drive assembly and formatter are connected
correctly.

Figure 6-65 Connector 14 on the formatter

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

e. If the voltage is good, replace the motor.

Part number: JC31-00123B

564 Chapter 6 Numerical control panel messages

 f. If the power is abnormal, check the 24V to chassis ground on the formatter from the LVPS type
5.

Figure 6-66 Connector 15 on the formatter

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions on removing and replacing LVPS board, see the Repair Service Manual for this
product.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

4. Check the motor signal 3.3V from the formatter.

Recommended action for call-center agents and onsite technicians 565

 a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-67 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.05.50, 59.05.60 errors

The black drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the drum unit for the error reported.

Black drum unit part number: W9066-67001

566 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

Recommended action for onsite technicians 567

 b. Diagnose the drum motor.

i. Run the diagnostic for the motor from the following menu

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Black Drum Motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

c. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123A

For instructions, see the Repair Service Manual for this product.

568 Chapter 6 Numerical control panel messages

 3. If the test fails, replace the drum unit.

Drum unit part number: W9066-67001

For instructions, see the Repair Service Manual for this product.

59.05.70 Motor error

The toner duct system has an error; therefore, toner duct sensor detects abnormal signal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

59.05.70 Motor error 569

 1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the duct drive.

Duct drive part number: JC93-01685A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check if the toner duct is blocked. If the toner duct is blocked, clean the duct.

For instructions: See the Service Manual for this printer.

2. If the error persists, check the toner duct motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

570 Chapter 6 Numerical control panel messages

 ● Sensors or Component Tests, depending on tested part.

b. Select 100-0480 Duct motor.

c. Open the front door, then remove the toner cartridge.

d. Close the front door. If the toner cartridge installation error occurs, press Exit.

e. Press Start, then check if the motor operates properly by motor sound.

f. If the motor does not function correctly, replace it.

Toner duct motor part number: JC93-01686A

For instructions: See the Service Manual for this printer.

Recommended action for onsite technicians 571

 3. If the problem persists, replace the toner duct.

For instructions: See the Service Manual for this printer.

4. If the error persists, replace the developer unit as needed.

Part number: 5PN67-67001

For instructions: See the Service Manual for this printer.

5. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit.

d. Select Developer. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC
Init in the same menu screen.

f. Exit service mode by touching the Home button.

6. If the error continues, elevate the case using standard support processes.

59.05.X0 Motor error

The toner supply system which is connected to toner cartridge is defective, therefore the toner supply
motor does not operate or the toner supply(dispense) sensor detects an abnormal signal.

572 Chapter 6 Numerical control panel messages

 ● 59.05.90 Toner supply error.

● 59.05.A0 Black supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the duct drive.

Duct drive part number: JC93-01685A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. If the error persists, check and clear any paper jams in the paper path, especially in the image drum
unit area.

3. If the error persists, check the developer unit.

Recommended action for customers 573

 a. Open the front door.

b. Remove the toner collection unit by pulling on both sides to release the tabs, and then pull it
straight out of the printer.

c. Open the right side door.

d. Remove two screws and one cable as indicated below, then pull out the imaging unit.

574 Chapter 6 Numerical control panel messages

 e. Check to make sure the orange plug on the developer was removed at installation. If it is
present, remove it.

4. If the error persists, check that the toner supply motor rotates properly.

a. Enter the service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run 111-0030 Toner dispense motor.

c. Open the front door, then remove the toner cartridge.

d. Close the front door. If the toner cartridge installation error, press Exit.

Recommended action for onsite technicians 575

 e. Check whether the motor operates properly by listening to the sound of the motor.

f. If the motor does not function correctly, replace it.

Toner duct drive part number: JC93-01685A

For instructions: See the Service Manual for this printer.

5. If the error persists, replace the toner cartridge as needed.

Part number: W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
Part number: W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

6. If the error persists, replace the developer unit as needed.

Part number: 5PN67-67001

For instructions: See the Service Manual for this printer.

7. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit.

d. Select Developer. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC
Init in the same menu screen.

576 Chapter 6 Numerical control panel messages

 f. Exit service mode by touching the Home button.

8. If the error continues, elevate the case using standard support processes.

59.05.90, 59.05.A0
Black supply motor error.

● 59.05.90 When the toner is being supplied, the toner moter does not operate.

● 59.05.A0 The toner supply motor is operating, but the toner is not supplied.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the toner duct motor .

a. Diagnose the waste toner duct motor.

i. Run the diagnostic for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Duct/Reservoir > Toner Duct/Reservoir Motor

59.05.90, 59.05.A0 577

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J85).

b. Retest the motor. If the test fails, replace the motor.

Toner duct motor part number: JC93-01685A

For instructions, see the Repair Service Manual for this product.

3. Check the toner duct motor sensor.

a. Diagnose the waste toner full sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Duct/Reservoir > Duct motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

578 Chapter 6 Numerical control panel messages

 ii. Cover the sensor to check the reading value changes.

b. Replace the sensor as needed.

Toner duct motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. If there is abnormal noise during a motor test, replace the duct unit.

Toner duct unit part number: JC93-00917A

For instructions, see the Repair Service Manual for this product.

59.1X.B0 Supply motor abnormal rotation

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.

● 59.10.B0 Black supply motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

59.1X.B0 Supply motor abnormal rotation 579

 1. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

3. If the same error occurs continuously, then replace the toner cartridge.

59.1X.C0 Supply motor error

When supplying toner does not operate toner motor, this error occurs every time that you try to use the
printer. Toner motor harness is interfered with something. Toner motor is faulty. Sending signal about
toner motor from main PBA is abnormal.

● 59.10.C0 Black supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

3. If the same error occurs continuously, then replace the toner cartridge.

59.10.B0, 59.10.C0 errors

The black toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

580 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
Part number: W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Press the Eject button on the control panel.

iii. Log in to Administrator Access Code or Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for call-center agents 581

 b. Diagnose the toner dispense motor.

i. Run the diagnostic for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Toner > Black Toner Dispense Motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J10).

582 Chapter 6 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: JC31-00094A

For instructions, see the Repair Service Manual for this product.

3. Check the toner dispense motor sensor.

a. Diagnose the toner dispense motor sensor.

i. Run the diagnostic for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Toner > Black Toner Dispense Motor Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

Recommended action for onsite technicians 583

 ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J10).

b. Replace the sensor as needed.

Toner dispense motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Press the Eject button on the control panel.

iii. Log in to Administrator Access Code or Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

584 Chapter 6 Numerical control panel messages

b. Check the tape of the cartridge.

c. Check the load of the cartridge.

Rotate the gear of the cartridge.

d. Check the emptiness of the cartridge by shaking.

Recommended action for onsite technicians 585

 e. If there are any problems with the cartridge, replace it.

Part number: W9064-67004 SVC-HP LJ Blk Mngd Toner Crtg Std Yield
Part number: W9065-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield

59.2X.D0 Developer motor abnormal rotation

The developer motor was activated, but it stops after a certain amount of time. The printer is a mono
model. The developer motor operates for a certain amount of time.

● 59.20.D0 Black developer motor abnormal rotation

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then check if paper or a foreign substance is jammed in the OPC and
developer unit.

2. If the same error occurs, turn the printer off, and then on again.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then check if paper or a foreign substance is jammed in the OPC and
developer unit.

2. If the same error occurs, turn the printer off, and then on again.

3. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then check if paper or a foreign substance is jammed in the OPC and
developer unit.

2. Check the connecting of motor harness.

3. If there is paper or a foreign substance, then remove it and reconnect the motor harness.

4. Turn off the printer, and then remove and reinstall the OPC and developer unit.

5. If the same error occurs when you turn on the printer, then operated the OPC motor without OPC
and developer unit and check following part:

a. If the motor operates and the same error does not occur, then replace the OPC or developer
unit.

b. If the motor operates and the same error occur, then replace the related circuit.

586 Chapter 6 Numerical control panel messages

 c. If the motor does not run, then replace the motor or the related circuit.

Part number: JC31-00123A

59.2X.E0 Developer motor error

The developer motor was not activated, but the printer indicates that it is operating. The developer
motor was not activated, but the printer indicates that it is operating. The developer motor is stopped.
(Check whether the developer motor is stopped.) The printer indicates that the developer motor is
operating. The copy, print, and fax services are unavailable.

● 59.20.E0 Black developer motor abnormal rotation

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on. Check if the developer motor is operating.

2. If the same error occurs, replace the related circuit.

3. If the error persists, replace the motor.

Part number: JC31-00123A

NOTE: The copy, print, and fax services are unavailable when the error occurs.

59.20.D0, 59.20.E0 errors

The black developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

59.2X.E0 Developer motor error 587

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Instruct customer to turn off the power, and then turn on again.

2. If the error persists, dispatch an onsite technician with developer unit for the error reported.

Black developer unit part number: 5PN67-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then turn on again.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the toner collection unit (TCU).

iii. Pull out the developer unit.

588 Chapter 6 Numerical control panel messages

b. Diagnose the developer motor.

i. Run the diagnostic for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Developer > Black Developer Motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J74).

Recommended action for onsite technicians 589

 c. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123A

For instructions, see the Repair Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer nuit to the PCA
(Main-J85).

590 Chapter 6 Numerical control panel messages

 b. Replace the developer unit.

Black developer unit part number: 5PN67-67001

For instructions, see the Repair Service Manual for this product.

60.WX.YZ error messages

60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

60.00.02 or 60.01.02 591

 1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

592 Chapter 6 Numerical control panel messages

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

Recommended action for onsite technicians 593

 b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: 5QJ90-60111

4. Check the Tray 2 pickup motor.

a. Diagnose the Tray 2 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 2 > Tray 2 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 2 pickup motor: 5QJ90-64002

594 Chapter 6 Numerical control panel messages

 For instructions on removing and replacing Tray 2 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 2 stack height sensor.

a. Diagnose the stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 2 > Tray 2 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)

Recommended action for onsite technicians 595

 For Tray 2 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

596 Chapter 6 Numerical control panel messages

 1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for onsite technicians 597

 3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: 5QJ90-60119

4. Check the Tray 3 pickup motor.

a. Diagnose the Tray 3 pickup motor.

598 Chapter 6 Numerical control panel messages

 i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 3 > Tray 3 Pickup Motor.

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 3 pickup motor: JC93-01083A

For instructions on removing and replacing Tray 3 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 3 stack height sensor.

a. Diagnose the Tray 3 stack height sensor.

i. Run the diagnostic test for the sensor:

Recommended action for onsite technicians 599

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 3 > Tray 3 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Tray 3 stack height sensor: 0604-001393

Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)
For Tray 3 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (DCF)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

600 Chapter 6 Numerical control panel messages

 1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for call-center agents 601

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 4 part number: 5QJ98-61009

4. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor.

602 Chapter 6 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 4 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 4 stack height sensor.

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502).

Recommended action for onsite technicians 603

 b. Replace the sensor as needed.

Tray 4 stack height sensor: 0604-001393

Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 4 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (HCI)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray
(Letter or A4). The arrow on the guide should line up exactly with the line connected to the paper
size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

604 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at : www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray
(Letter or A4). The arrow on the guide should line up exactly with the line connected to the paper
size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents 605

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

HCI Tray 4 part number: 5QJ98-61012

For instructions on removing and replacing Tray 4 HCI, see the Repair Service Manual for this
product.

4. Check the Tray 4 lift motor (HCI).

a. Diagnose the Tray 4 lift motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor - Lift.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

606 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 lift motor: JC31-00109A

5. Check the Tray 4 knockup home sensor.

a. Diagnose the Tray 4 knockup home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Knockup Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN3).

Recommended action for onsite technicians 607

 b. Replace the sensor as needed.

Knockup home sensor part number: 0604-001393

6. Lift the Tray 4 shift plate home sensor.

a. Diagnose the Tray 4 shift plate home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Shift Plate Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN2).

608 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Shift plate home sensor part number: 0604-001393

7. Check the Tray 4 stack height sensor (HCI).

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN502).

Recommended action for onsite technicians 609

 b. Replace the sensor as needed.

Tray 4 stack height sensor part number: 0604-001393

For Tray 4 stack height sensor instructions, see the Repair Service Manual for this product.

60.00.05 or 60.01.05 (DCF)

Indicates tray 5 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

610 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents 611

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 5 part number: 5QJ98-61007

4. Check the Tray 5 pickup motor.

a. Diagnose the Tray 5 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 > Tray 5 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN801).

612 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 5 pickup motor part number: 5QJ90-64002

For instructions on removing and replacing Tray 5 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 5 stack height sensor.

a. Diagnose the Tray 5 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Tray 5 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN501).

Recommended action for onsite technicians 613

 b. Replace the sensor as needed.

Tray 5 stack height sensor: 0604-001393

Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 5 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.02.04
The tray 4 shift sensor or shift motor is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

614 Chapter 6 Numerical control panel messages

 1. Open HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for onsite technicians 615

 3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

4. Check the Tray 4 paper shift motor.

a. Diagnose the Tray 4 shift motor (M201).

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

616 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 shift motor part number: JC31-00125A

For Tray 4 shift motor instructions, see the Repair Service Manual for this product.

60.03.04
The tray 4 gate sensor or gate solenoid is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

60.03.04 617
 1. Open HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Tray 4 gate solenoid home sensor.

a. Diagnose the Tray 4 gate solenoid home sensor.

i. Run the diagnostics for the solenoid:

618 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Gate Solenoid Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN4).

b. Replace the sensor as needed.

Tray 4 gate solenoid home sensor: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the Tray 4 shift gate solenoid.

Recommended action for onsite technicians 619

 a. Diagnose the Tray 4 shift gate solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Gate Solenoid.

And check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN6).

620 Chapter 6 Numerical control panel messages

 b. Retest the solenoid. If the test fails, replace the solenoid.

Tray 4 shift gate solenoid: JC33-00031B

For instructions on removing and replacing Tray 4 shift gate solenoid, see the Repair Service
Manual for this product.

61.WX.YZ error messages

61.00.00
Connection between the HP formatter and the engine control board was lost.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the event log and diagnostic JDP files about the printer and elevate the
case using the Standard Support Process.

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

61.00.00 621
 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the event log and diagnostic JDP files about the printer and elevate the
case using the Standard Support Process.

61.00.06
Connection Between Formatter and Engine lost because of the response time out

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the event log and diagnostic JDP files about the printer and elevate the
case using the Standard Support Process.

622 Chapter 6 Numerical control panel messages

62.WX.YZ error messages
62.* errors
Errors in the 62.* family indicate a problem with the print engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists, print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a web browser, and in the address line, enter the printer IP
address.

63.WX.YZ error messages

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

62.* errors 623

 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

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power
(110V/ 220V).

5. Make sure all internal components are fully seated and making good contact.

6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully
seated and the connectors are not damaged.

63.00.01
The drum unit is not making an electrical connection.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

624 Chapter 6 Numerical control panel messages

 2. Print 1 page and rub the test page by hand, if any unfixed particles are palpable, check the HVPS.

3. Check if HVPS contact points(CN3, CN4, THV) are connected normally and if an error persists,
re-install HVPS.

4. If an error is not resolved, replace HVPS.

HVPS part number: JC44-00237D

63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-
voltage power supplied to the transfer roller.

There is an error in the resistance value of the transfer roller.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.00.0A 625
 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the side cover.

2. Remove and reinstall the transfer roller.

3. If the error persists, replace the transfer roller.

Part number: 5PN70-67001

For instructions on removing and replacing transfer roller, see the Repair Service Manual for this
product.

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00237A

For instructions on removing and replacing high voltage power supply, see the Repair Service
Manual for this product.

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.

The temperature of the CPU is more than the permitted value.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Wait for the printer to cool, then turn on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Wait for the printer to cool, then turn it on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the formatter.

Part number: 3SJ00-60001

626 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old
formatter and inserted on the new formatter.

Figure 6-68 Connection 24

4. Assemble the rear cover and turn the printer on.

63.00.17, 63.00.18, 63.00.19, or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).

The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents or onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

3. If the error persists, replace the formatter.

Part number: 3SJ00-60001

63.00.17, 63.00.18, 63.00.19, or 63.00.1A 627

 For instructions, see the Repair Service Manual for this product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old formatter
and inserted on the new formatter.

Figure 6-69 Connection 24

63.00.49 General engine failure

Light power degradation or no power due to burnt of LSU Laser Diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn on the machine. If the error persists, dispatch an onsite technician with the LSU that
corresponds to the error reported.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off.

2. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner unit (LSU) and the
formatter to check if the FFC connection works.

3. If the FFC is defective, replace it.

628 Chapter 6 Numerical control panel messages

 4. If the FFC is ok and the problem persists, replace the LSU.

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)

The TPM is not installed or incorrect TPM is installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

Figure 6-70 Connection 24

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK
board.

63.00.20
An error occurred in the 24V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

63.00.1B 629
 1. Turn the printer off, and then on.

2. If the error persists, 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. Check the 24V to chassis ground on the formatter from the LVPS type 5.

Figure 6-71 Connector 15 on the formatter

3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions on removing and replacing LVPS board, see the Repair Service Manual for this
product.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

630 Chapter 6 Numerical control panel messages

63.00.22
An error occurred in the 5V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the 5V to chassis ground on the formatter from the LVPS type 5.

Figure 6-72 Connector 15 on the formatter

3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (5V ± 5%).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions on removing and replacing LVPS board, see the Repair Service Manual for this
product.

63.00.22 631
 5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
formatter.

Part number: 3SJ00-60001

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

63.00.23
The heater control relay operates incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove and reinstall the fuser unit.

3. Turn the printer on.

4. If the error persists, replace the fuser unit.

100V fuser part number: 5PN51A-67001

110V fuser part number: 5PN68A-67001
220V fuser part number: 5PN69A-67001
For instructions on removing and replacing fuser unit, see the Repair Service Manual for this
product.

63.00.25, 63.00.26
LSU motor error.

● 63.00.25 The LSU motor is stopped, but the ready signal indicates that the LSU motor is operating.

● 63.00.26 The LSU motor is operating, but the ready signal for the LSU motor does not change.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

632 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the LSU for the error reported.

LSU part number: 5QK18-60001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Check the laser scanner unit (LSU) motor

a. Diagnose the LSU motor.

i. Run the diagnostic for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Motor

An check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J89).

Recommended action for call-center agents 633

 b. Retest the motor. If the test fails, replace the LSU.

LSU part number: 5QK18-60001

For instructions, see the Repair Service Manual for this product.

63.00.27, 63.00.28
LSU motor error.

● 63.00.27 The H Sync signal of the LSU is abnormal.

● 63.00.28 The LSU motor is operating, but the ready signal of the LSU motor indicates that it is
stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. If the error persists, dispatch an onsite technician with the LSU for the error reported.

LSU part number: 5QK18-60001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

634 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on to clear the error message.

2. Check the laser scanner unit (LSU).

a. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J89).

b. If the error persists, replace the LSU.

LSU part number: 5QK18-60001

For instructions, see the Repair Service Manual for this product.

63.00.35
The laser/scanner unit is not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

63.00.35 635
 NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check whether the laser scanner unit (LSU) motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 110–0000, LSU Motor 1 Run Ready.

3. If the LSU motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the FFC on the LSU and the connector 13 on the formatter.

CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

636 Chapter 6 Numerical control panel messages

 d. Turn the printer on, and check the LSU sound to see if it operates correctly.

e. If the LSU cable is ok, replace the LSU.

Part number: 5QK18-60001

For instructions, see the Repair Service Manual for this product.

4. If the error persists after the LSU has been replaced, reinstall the original LSU and replace the
formatter.

5. If the LSU motor does not make sound, replace it.

Part number: 5QK18-60001

63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors

Black developer T/C sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Black developer unit part number: 5PN67-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on to clear the error message.

63.00.39, 63.00.3A, 64.00.41, 63.00.42 errors 637

 2. Check the event log on the report.

a. Print the event log report

Path: Maintenance > Troubleshooting > Event log

b. Check if there is 10.xx.xx or 59.xx.xx error code.

c. If there is, follow the guide of 10.xx.xx or 59.xx.xx.

3. Check the toner concentration sensor in the developer unit.

638 Chapter 6 Numerical control panel messages

 a. Check the connector.

b. Reinstall the developer unit.

c. Replace the developer unit as needed.

Black developer unit part number: 5PN67-67001

For instructions, see the Repair Service Manual for this product.

4. Print one page and rub the test page by hand. If there are any palpable unfixed particles, check the
HVPS.

Recommended action for onsite technicians 639

 5. Check if HVPS contact points (CN3, CN4, THV) are connected normally. If the error persists, reinstall
HVPS.

6. If the error is not resolved, replace HVPS.

HVPS part number: JC44-00237D

For instructions, see the Repair Service Manual for this product.

63.00.43
The eraser lamp does not turn on.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the eraser LED.

a. Open the right side cover.

b. Open the following menus:

● Support Tools

640 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

c. Run test 107-0169 Black Eraser On.

d. Ensure that the erase LED turns on.

3. If the LED is off, check the following.

a. If the wire harness is OK, check the voltage and signal to the erase LED.

i. Measure the voltage to chassis ground the on connector 20 pins 10 and 11.

Recommended actions for call-center agents and onsite technicians 641

 ii. The voltage measurements should read as follows.

b. If the voltage measured is normal, replace the asembly that includes the eraser PCA.

Part number: JC93-00891A

c. If the voltage measured is abnormal, replace the formatter.

Part number: 6CF14-67004

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

4. If the error persists, replace the asembly that includes the eraser PCA.

Part number: JC93-00891A

63.00.49 LSU Laser Diode Error

Light power degradation or no power due to burnt of LSU Laser Diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner unit (LSU) and the
formatter to check if the FFC connection works.

3. If the FFC is defective, replace it.

4. If the FFC is ok and the error persists, replace the LSU.

642 Chapter 6 Numerical control panel messages

63.00.5z Prefeed sensor error
After picking up the media from tray, the media did not reach the prefeed sensor after a certain period,
and the media was detected in the registration sensor. Prefeed sensor failure or poor harness contact
of the prefeed sensor.

● 63.00.50 Tray2

● 63.00.51 Tray3

● 63.00.52 Tray4

● 63.00.53 Tray5

● 63.00.54 Tray6

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Replace the prefeed sensor.

63.4D.01
Engine firmware crash in the portability layer.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

63.00.5z Prefeed sensor error 643

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Please upgrade the firmware to 4.6.1 or newer.

3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.4D.02
Engine firmware crash in an uncontrolled area.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.53.01
Engine crash on the scan area.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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.

644 Chapter 6 Numerical control panel messages

 2. If the error persists, check all the connections and cables between the automatic document feeder
and the scan joint board. If cables check out good visually and with a continuity check, then replace
the scan joint board.

Part number: Y6V12-60035

For instructions, see the Repair Service Manual for this product.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number: 5QJ90-67011 ADF Whole Unit Kit (ENT), Growler A3+
Part number: 5QJ90-67012 ADF Whole Unit Kit (WF), Growler A3+
Part number: 5QJ83-67007 ADF Whole Unit Kit, Prowler A3+

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.01 645
 64.01.02
Imaging ASIC card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.01.03
Imaging ASIC card memory failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

646 Chapter 6 Numerical control panel messages

 6. If the error persists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

64.01.04 647
 3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

648 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 649

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

64.03.04
ASIC socket error

This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd
core.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP Enterprise, HP Managed - Perform a
Partial Clean or Format Disk to reset the printer (c03398779).

3. If the error persists, elevate the case using the Standard Support Process.

64.04.11 Workflow Accelerator Card assertion internal clock failure

Workflow accelerator clock error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

650 Chapter 6 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.12 Workflow Accelerator Card OCR failure

Workflow accelerator card error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

Recommended action for call-center agents 651

 Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact HP support at www.hp.com/go/contactHP.

65.00.A1 (Inner)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

652 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 653

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

654 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 655

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

656 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for onsite technicians 657

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, replace the inner finisher PCA.

Inner finisher PCA part number: 6GW49-60001

For instructions, see the Repair Service Manual for this product.

65.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

658 Chapter 6 Numerical control panel messages

 2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

Recommended action for call-center agents 659

 2. Check the inner finisher interface cables and make sure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher PCA cables (CN1, CN15).

5. If the error persists, replace the finisher PCA or bridge unit.

PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.* errors
Errors in the 66.* family are related to output accessories.

660 Chapter 6 Numerical control panel messages

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

66.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

Recommended action 661

 2. Check the finisher connector.

66.40.36
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

662 Chapter 6 Numerical control panel messages

2. Check the punch motor.

a. Diagnose the punch motor.

i. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Punch > Punch motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA ( Inner-Rear Joint )

b. Retest the motor. If the test fails, replace the motor.

NOTE: Make sure that different types of punch units are provided depending on the area of
use.

Part number:
HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001
HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001
HP LaserJet Inner Finisher Swedish Punch: 155P9-67001
For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 663

 3. Check the punch motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Punch > Punch motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

b. Replace the sensor as needed.

NOTE: Please make sure that different types of punch units are provided depending on the
area of use.

Part number:
HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001
HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001
HP LaserJet Inner Finisher Swedish Punch: 155P9-67001
For instructions, see the Repair Service Manual for this product.

66.40.46 (2K)
The finisher experienced an error in the punch scan unit.

664 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for customers 665

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

666 Chapter 6 Numerical control panel messages

 b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents 667

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

668 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

2. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
part.

NOTE: Please make sure that different types of punch units are provided depending on the area
of use.

Part number:
HP LaserJet Finisher Hole 2/3 Punch: Y1G10-67901
HP LaserJet Finisher Hole 2/4 Punch: Y1G11-67901

Recommended action for call-center agents 669

 HP LaserJet Finisher Swedish Punch: Y1G12-67901

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

670 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

Recommended action for onsite technicians 671

 b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Please make sure that different types of punch units are provided depending on the area
of use.

Part number:
HP LaserJet Finisher Hole 2/3 Punch: Y1G10-67901
HP LaserJet Finisher Hole 2/4 Punch: Y1G11-67901
HP LaserJet Finisher Swedish Punch: Y1G12-67901

672 Chapter 6 Numerical control panel messages

66.40.50 (2K)
An error in the finisher system occurred. The punch unit is not responding.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher front cover and inner jams access cover.

66.40.50 (2K) 673

 b. Open the bridge cover.

2. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

674 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents 675

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

676 Chapter 6 Numerical control panel messages

 3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Ensure the paper being used meets the size and type specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

5. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
part.

NOTE: Please make sure that different types of punch units are provided depending on the area
of use.

Part number:
HP LaserJet Finisher Hole 2/3 Punch: Y1G10-67901
HP LaserJet Finisher Hole 2/4 Punch: Y1G11-67901
HP LaserJet Finisher Swedish Punch: Y1G12-67901

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For missing part-replacement procedures, or for missing part numbers, escalate the issue
using the Standard Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for onsite technicians 677

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

678 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

3. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

5. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

6. If the error persists, turn the printer off, and then on.

Recommended action for onsite technicians 679

 7. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

8. If the error persists, replace the punch unit.

NOTE: Please make sure that different types of punch units are provided depending on the area
of use.

Part number:
HP LaserJet Finisher Hole 2/3 Punch: Y1G10-67901
HP LaserJet Finisher Hole 2/4 Punch: Y1G11-67901
HP LaserJet Finisher Swedish Punch: Y1G12-67901

680 Chapter 6 Numerical control panel messages

 9. Check the finisher main PCA cables (CN7).

10. If the error persists, replace the finisher main PCA.

PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.40.84 (Inner)
Punch home sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

66.40.84 (Inner) 681

 ● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check the punch home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner Finisher > Punch > Punch home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

b. Replace the sensor as needed.

NOTE: Please make sure that different types of punch units are provided depending on the
area of use.

Part number:
HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001
HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

682 Chapter 6 Numerical control panel messages

 HP LaserJet Inner Finisher Swedish Punch: 155P9-67001
For instructions, see the Repair Service Manual for this product.

66.60.25 (Inner)
The inner finisher experienced a paper-holding-lever unit failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

66.60.25 (Inner) 683

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

684 Chapter 6 Numerical control panel messages

 3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agents 685

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

686 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for onsite technicians 687

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

688 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

Recommended action for onsite technicians 689

 4. If the error persists, turn the printer off, and then on.

5. Remove all paper from the finisher output bin, and then ensure that the paper holder levers are not
obstructed.

6. Check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

And check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-paper holding solenoid).

690 Chapter 6 Numerical control panel messages

 b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

7. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

Recommended action for onsite technicians 691

 b. Replace the sensor as needed.

Output tray paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.28 (Inner)
The rear tamper unit has experienced an error.

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

692 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Inner Finisher: Recommended action for customers 693

 2. Check the tamper obstructions and remove them.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

694 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Inner Finisher: Recommended action for call-center agents 695

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the tamper obstructions and remove them.

3. If the error persists, turn the printer off, and then on.

4. If the error still persists, dispatch an onsite technician with the following part.

Rear tamper assembly part number: JC82-00900A

Inner Finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

696 Chapter 6 Numerical control panel messages

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Inner Finisher: Recommended action for onsite technicians 697

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

698 Chapter 6 Numerical control panel messages

3. Check the tamper obstructions and remove them.

4. If the error persists, turn the printer off, and then on.

5. Close the covers and slide the inner finisher into place.

6. If the error persists, turn the printer off, and then on.

7. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Tamper > Rear tamper motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-rear).

Inner Finisher: Recommended action for onsite technicians 699

 b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

8. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Tamper > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear).

b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

700 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

66.60.28 (2K)
The rear tamper unit has experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

66.60.28 (2K) 701

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

702 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents 703

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

704 Chapter 6 Numerical control panel messages

 3. If the error still persists, dispatch an onsite technician with the part below.

Rear tamper assembly part number: JC82-00898A

Stapler/Stacker - Booklet Maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

3. If the error persists, move the rear tamper from the home position to the end.

4. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Rear tamper motor

Stapler/Stacker - Booklet Maker: Recommended action for onsite technicians 705

 And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN5)

706 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.30 (Inner)
Output tray motor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have an onsite technician prepare the following part before customer visit.

Output tray motor part number: JC31-00178B

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Retest for checking the status.

66.60.30 (Inner) 707

 3. Check the output tray motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Inner-front)

b. Retest the motor. If the test fails, replace the motor.

Output tray motor part number: JC31-00178B

For instructions, see the Repair Service Manual for this product.

4. Check the output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

708 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Inner-front)

b. Replace the sensor as needed.

Output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (Inner)
Paper holding sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have an onsite technician prepare the following part before customer visit.

Paper holding kit (paper holding solenoid and paper holding sensor) part number: JC90-01314A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

66.60.32 (Inner) 709

 2. Retest for checking the status.

3. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

b. Replace the sensor as needed.

Output tray paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (2K/3K)
Main output tray failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

710 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. Check the main output tray motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

Recommended action for call-center agents 711

 b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

For instructions, see the Repair Service Manual for this product.

4. Check the main output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN8).

712 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Main output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

5. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

Recommended action for onsite technicians 713

 b. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.77(Inner) 66.60.78(Inner) 66.60.79(Inner) 66.60.80(Inner)

66.80.04(Inner)
The paddle unit of the finisher experienced an error.

Inner finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

714 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Inner finisher: Recommended action for customers 715

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

716 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Inner finisher: Recommended action for call-center agents 717

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
part.

Paddle motor part number: JC90-01331A

Inner finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

718 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Inner finisher: Recommended action for onsite technicians 719

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Test the finisher by sending another job.

5. Check the main paddle motor.

a. Diagnose the motor.

i. Run the diagnostic for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paddle >Main paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Front).

720 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Main paddle motor part number: JC90-01331A

For instructions, see the Repair Service Manual for this product.

6. Check the main paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paddle > Main paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Front).

Inner finisher: Recommended action for onsite technicians 721

 b. Replace the sensor as needed.

Main paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.77 (2K)
Front paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-73 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

722 Chapter 6 Numerical control panel messages

 2. Retest for checking the status.

3. Check the front paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Front paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Front paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.78 (2K)
Rear paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

66.60.78 (2K) 723

 2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-74 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. Check the rear paper holding sensor.

724 Chapter 6 Numerical control panel messages

 a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Rear paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.79 (2K,3K)
Main output tray top of stack sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

66.60.79 (2K,3K) 725

 1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

726 Chapter 6 Numerical control panel messages

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. Diagnose the sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Output Tray > Main output tray top of stack sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

4. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 727

 66.60.80 (2K)
Main output tray top of stack switch failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-75 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

728 Chapter 6 Numerical control panel messages

 3. Check the main output tray top of stack switch.

a. Diagnose the switch.

i. Run the diagnostic test for the switch:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack switch

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the switch for any irregularity.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN9).

b. Retest the switch. If the test fails, replace the switch.

Main output tray top of stack switch part number: JC39-02316A

For instructions, see the Repair Service Manual for this product.

66.60.81 (Inner)
Output tray top of stack sensor failure.

66.60.81 (Inner) 729

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-76 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

730 Chapter 6 Numerical control panel messages

3. Check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

And check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-Paper holding solenoid).

b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

4. Check the output tray lower limit sensor.

Recommended action for onsite technicians 731

 a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray top of stack sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

b. Replace the sensor as needed

Output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.83 (Inner)
Ejector2 motor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if the black plastic paddles on the sub-ejector mechanism are out of place.

732 Chapter 6 Numerical control panel messages

 Table 6-4 Sub-ejector paddles

Item Description

1 Black plastic paddle in correct position

2 Black plastic paddle out of position

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check if the black plastic paddles on the sub-ejector mechanism are out of place.

Table 6-5 Sub-ejector paddles

Item Description

1 Black plastic paddle in correct position

2 Black plastic paddle out of position

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents 733

 1. Check if the black plastic paddles on the sub-ejector mechanism are out of place.

Table 6-6 Sub-ejector paddles

Item Description

1 Black plastic paddle in correct position

2 Black plastic paddle out of position

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. Check the Ejector 2 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Ejector).

734 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Ejector 2 motor part number: JC93-01168A

For instructions, see the Repair Service Manual for this product.

5. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Ejector).

b. Replace the sensor as needed.

Ejector 2 motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 735

 66.60.84 (Inner)
End fence sensor did not detect paper.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

736 Chapter 6 Numerical control panel messages

 3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. Check the end fence sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > End fence > End fence sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Rear).

Recommended action for onsite technicians 737

 b. Replace the sensor as needed.

End fence sensor part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

66.80.04 (2K)
The paddle unit of the finisher experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

738 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 739

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

740 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents 741

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error still persists, dispatch an onsite technician.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

742 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 743

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

744 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paddle home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN5).

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 745

 b. Replace the sensor as needed.

Paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner)

The finisher experienced an ejector failure.

Inner Finisher: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

746 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Inner Finisher: Recommended action for customers 747

 2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

748 Chapter 6 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

Inner Finisher: Recommended action for call-center agents 749

 4. If the customer says the error has not been resolved, send a technician with the following part.

Ejector assembly part number: SS456-61001

Inner Finisher: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

750 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Inner Finisher: Recommended action for onsite technicians 751

 3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts.

5. Check if each of the two metal ejectors is not formed correctly.

Figure 6-77 Location of metal ejectors

Figure 6-78 Deformed metal ejector example

752 Chapter 6 Numerical control panel messages

Figure 6-79 Metal ejectors in correct shape

a. If one or both metal ejectors is deformed, perform the following steps.

b. Remove the screw that secures the Sub Paddle Shaft assembly in place, and then lift the
assembly up as shown in the following image in order to gain access to the deformed metal
ejector that is stuck on the shaft.

Inner Finisher: Recommended action for onsite technicians 753

 c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to
have 90-degree corners as shown in following image.

d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with
two staples on the center.

6. If the error persists, proceed to troubleshoot with the following steps.

7. Check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Ejector).

754 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-00998A

For instructions, see the Repair Service Manual for this product.

8. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector 1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Ejector).

b. Replace the sensor as needed.

Ejector 1 home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

Inner Finisher: Recommended action for onsite technicians 755

 66.80.05 (2K), 66.80.78
Ejector 1 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-80 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

756 Chapter 6 Numerical control panel messages

3. Check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

b. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 757

 4. Check the Ejector 1 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

b. Replace the sensor as needed.

Ejector 1 motor sensor part number: 0604-001415

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

758 Chapter 6 Numerical control panel messages

5. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

b. Replace the sensor as needed.

Ejector 1 home sensor part number: 0604-001415

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 759

 6. Check the Ejector 1 end sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 end sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

b. Replace the sensor as needed.

Ejector 1 end sensor part number: 0604-001415

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

66.80.06 (2K), 66.80.79

Ejector 2 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

760 Chapter 6 Numerical control panel messages

 2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-81 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. Check the Ejector 2 motor.

Recommended action for call-center agents 761

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector 2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

b. Retest the motor. If the test fails, replace the motor.

Ejector 2 motor part number: JC93-01168A

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

4. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

762 Chapter 6 Numerical control panel messages

 ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

b. Replace the sensor as needed.

Ejector 2 motor sensor part number: 0604-001415

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

5. Check the Ejector 2 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

Recommended action for onsite technicians 763

 b. Replace the sensor as needed.

Ejector 2 home sensor part number: 0604-001415

Or Ejector unit part number: JC90-01802A
For instructions, see the Repair Service Manual for this product.

66.80.08 (Inner)
The inner finisher paper support unit experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

764 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 765

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

5. Turn the printer off, and then on.

6. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

766 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 767

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

4. Turn the printer off, and then on.

5. If the error persists, dispatch an onsite technician with the following part.

Rear paper support assembly part number: JC90-01311A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

768 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for onsite technicians 769

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the paper support.

g. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

5. Check the paper support motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

770 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paper support > Paper support motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Rear).

b. Retest the motor. If the test fails, replace the motor.

Paper support motor part number: JC90-01312A

For instructions, see the Repair Service Manual for this product.

6. Check the paper support home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paper support > Paper support home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

Recommended action for onsite technicians 771

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Rear).

b. Replace the sensor as needed.

Paper support home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.20 (2K)
Stapler/stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher door.

2. Move the stapler to the front of the finisher using the green knob.

772 Chapter 6 Numerical control panel messages

3. Remove the staple cartridge.

4. Lift the tab and check for any jammed staples and remove them.

Recommended action for customers 773

 5. If the staple cartridge is empty, replace the staple cartridge.

6. Install the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher door.

774 Chapter 6 Numerical control panel messages

2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge.

Recommended action for call-center agents 775

 4. Lift the tab and check for any jammed staples and remove them.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

776 Chapter 6 Numerical control panel messages

 6. Install the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, dispatch an onsite technician with the following part.

Stapler unit part number: JC82-00894A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher door.

Recommended action for onsite technicians 777

 2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge.

778 Chapter 6 Numerical control panel messages

4. Lift the tab and check for any jammed staples and remove them.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

Recommended action for onsite technicians 779

 6. Install the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, disconnect and reconnect both ends of the wire harness to the stapler unit and
the finisher PCA.

10. Retest the finisher. If the error persists, replace the finisher sub-staple unit.

Stapler unit part number: JC82-00894A

For instructions, see the Repair Service Manual for this product.

11. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Stapler cartridge part number: JC81-09882A

NOTE: Stapler handle color may vary (blue or green).

66.80.27 (Inner)
The front alignment tamper experienced an error in the inner finisher output device.

780 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, check the front tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-0530, Right Tamper Motor.

Recommended action for customers 781

 c. The right (front) alignment tamper should move back and forth.

d. If the motor does not function, disconnect and reconnect both ends of the wire harness to the
tamper motor.

e. Retest the motor, if the motor still does not function replace the tamper motor.

Part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. If the motor test functions correctly, check the tamper home sensor (S5).

a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Advanced Service
> Advanced Diagnostics > Sensors. Then search for and find the test code.

b. Touch Start and then Get Status

c. During the sensor test, move the front tamper back and forth to change the sensor value.

d. If it does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor from the finisher PCA.

e. Retest the sensor, if it does not function correctly replace the sensor.

Part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

6. If the error persists, replace the front tamper assembly.

Part number: JC90-01464A

For instructions, see the Repair Service Manual for this product.

66.80.36 (Inner)
Stapler motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

782 Chapter 6 Numerical control panel messages

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for customers 783

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

784 Chapter 6 Numerical control panel messages

 4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for call-center agents 785

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

786 Chapter 6 Numerical control panel messages

 4. If the error persists, turn the printer off, and then on.

5. If the error still persists, dispatch an onsite technician with the part below.

Stapler position motor part number: JC93-00999A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check the stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Stapler > Stapler position motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Rear Joint).

b. Retest the motor. If the test fails, replace the motor.

Stapler position motor part number: JC93-00999A

For instructions, see the Repair Service Manual for this product.

2. If the error persists, replace the stapler unit.

Stapler unit part number: 6GW49-60003

66.80.38 (2K)
The initialization of the stacker failed to be completed within the designated time.

Recommended action for onsite technicians 787

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

788 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 789

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If there is jammed paper in the finisher main output tray, remove it.

a. Open the finisher top cover.

b. Open the inner jam cover.

790 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the finisher door to check if the finisher executes the initialization process.

Recommended action for call-center agents and onsite technicians 791

 3. Check to see if there is any skew on the main output tray.

4. Check the main output tray lower limit sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray lower limit sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN13).

b. Replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this product.

792 Chapter 6 Numerical control panel messages

5. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 793

 6. Check the main output tray motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

66.80.46 (Inner), 66.80.84, 66.80.85, 66.80.86

Stapler sensor failure.

● 66.80.46 Stapler front sensor failure

794 Chapter 6 Numerical control panel messages

 ● 66.80.84 Stapler mid-front sensor failure

● 66.80.85 Stapler mid-rear sensor failure

● 66.80.86 Stapler rear sensor failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check that the stapler unit shipping/retaining screw has been removed.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Check that the stapler unit shipping/retaining screw has been removed.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check that the stapler unit shipping/retaining screw has been removed.

Recommended action for customers 795

 2. Power off and on, and retest for checking the status.

3. Check whether the staple cartridge green handle stuck inside the inner finisher.

4. Check the stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Stapler > Stapler position motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Rear Joint).

b. Retest the motor. If the test fails, replace the motor.

Stapler position motor part number: JC93-00999A

For instructions, see the Repair Service Manual for this product.

796 Chapter 6 Numerical control panel messages

 5. Check the stapler front sensor (or stapler mid-front sensor, or stapler mid-rear sensor, or stapler
rear sensor).

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors
> Inner finisher > Stapler > Stapler front sensor (or Stapler mid-front sensor, or Stapler
mid-rear sensor, or Stapler rear sensor)

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Rear Joint).

b. Replace the sensor as needed.

Stapler front sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82

The stapler operation experienced a failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82 797

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-82 Shipping retainer screw

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

798 Chapter 6 Numerical control panel messages

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-83 Shipping retainer screw

3. Retest for checking the status.

4. Check the cable that is connected into the stapler unit.

5. Check the stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Recommended action for onsite technicians 799

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Stapler position motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN10).

b. Retest the motor. If the test fails, replace the motor.

Stapler position motor part number: JC31-00163A

Or Stapler unit part number: JC82-00894A
For instructions, see the Repair Service Manual for this product.

6. Check the stapler front sensor.

a. Diagnose the sensor. ( Front sensor, Mid-front sensor, Mid-rear sensor, Rear sensor )

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Stapler front sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

800 Chapter 6 Numerical control panel messages

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
( Front sensor : External-CN12, Mid-front sensor / Mid-rear sensor / Rear sensor : External-
CN10 )

b. Replace the sensor as needed.

Stapler front sensor part number: 0604-001393

Stapler mid-front sensor part number: 0604-001393
Stapler mid-rear sensor part number: 0604-001393
Stapler rear sensor part number: 0604-001393
Or Stapler unit part number: JC82-00894A
For instructions, see the Repair Service Manual for this product.

66.80.77 (2K, 3K)

The paper failed to reach the ejector sensor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

■ Open the top cover. Remove any jammed paper found.

66.80.77 (2K, 3K) 801

 Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Open the top cover. Remove any jammed paper found.

2. If the error persists, send a technician to check.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the top cover. Remove any jammed paper found.

802 Chapter 6 Numerical control panel messages

2. Check the ejector sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector > Ejector sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

3. Replace the sensor as needed.

Ejector sensor: JC32-00020A

Or ejector unit: JC90-01802A
For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 803

 66.80.78 (2K)
The finisher experienced an ejector failure.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

804 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 805

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

806 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents 807

 3. If the error still persists, dispatch an onsite technician.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

808 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the door of the finisher.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 809

 3. Check the finisher for any damaged or loose parts.

4. Check the Ejector 1 motor (M6).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

810 Chapter 6 Numerical control panel messages

 b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
For instructions, see the Repair Service Manual for this product.

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

5. If the error persists, check the Ejector 1 motor sensor (S27).

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 811

 a. Using code 113-2032, run the 2 Bin Finisher Eject 1 encoder sensor diagnostic test.

b. Rotate the encoder (Callout 1) to check the reading value change.

c. If the value does not change, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d. If the error persists, replace the sensor or the finisher sub-ejector.

Ejector 1 motor sensor part number: 0604-001415

Ejector unit part number: JC90-01824A
For instructions, see the Repair Service Manual for this product.

6. If the error persists, check the Ejector 1 home sensor (S29) and the Ejector 1 end sensor (S28).

812 Chapter 6 Numerical control panel messages

 a. Using code 113-2031 / 113-2030, run the 2 Bin Finisher Eject 1 home Sensor and 2 Bin Finisher
Eject 1 away sensor diagnostic test for the sensors.

b. Move the Ejector 1 (Callout 1) using gear (Callout 2) from the home sensor to the end sensor to
check the reading value change.

c. If there is no change, disconnect and reconnect both ends of the wire harness from the
sensor to the finisher PCA.

d. Retest the sensor. If the error persists, replace the ejector unit.

Ejector unit part number: JC90-01409A

For instructions, see the Repair Service Manual for this product.

66.80.79 (2K)
The finisher experienced an Ejector 2 failure.

There can be many causes for this error. HP has identified two specific ones that can occur when users
interact with the inner finisher.

● End users, eager to get their print job, are putting their hand at the exit of the inner finisher and
are grabbing the already printed part of the page while the rest of the pages are still being ejected
to the output bin. This action can easily make one or both black plastic paddles on the sub-ejector
mechanism to become out of place.

● One of the two metal ejectors may be getting stuck on the shaft located just above them. This
happens when the ejectors attempt to get out of home position, but they somehow got deformed.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

66.80.79 (2K) 813

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

814 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents 815

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

816 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error still persists, dispatch an onsite technician.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 817

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

818 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Open and then close the door of the finisher .

4. Check the finisher for any damaged or loose parts.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

For instructions, see the Repair Service Manual for this product.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead.
Optional, further troubleshooting noted below in Step 5 to Step 8, can be performed to isolate the
issue to one of these sub-assemblies and the sub-assembly replaced instead of the Finisher Sub
Ejector Unit.

If the Finisher Sub Ejector Unit does not resolve the issue, skip to Step 10.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 819

 6. Check functionality of the Ejector 2 motor (M5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113–2540, 2 Bin Finisher Eject2 Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

820 Chapter 6 Numerical control panel messages

 d. Perform the motor test again. If the motor test fails, replace the motor M5.

Part number: JC93-01168A

For instructions, see the Repair Service Manual for this product.

7. If the motor test functions correctly and the error persists, check the check the Ejector 2 motor
sensor (S23).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-2041, run the diagnostic test for the sensor.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 821

 c. Rotate the encoder (Callout 1) to check the reading value change.

d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.

e. Replace the sensor as needed.

Sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this product.

8. If the error persists, check the Ejector 2 home sensor (S32).

822 Chapter 6 Numerical control panel messages

a. Run test 113-2040, 2 Bin Finisher Ejector 2 home sensor.

Stapler/Stacker – Booklet Maker: Recommended action for onsite technicians 823

 b. Move the Ejector 2 (Callout 2) using gear (Callout 1) from the home position to the other
position to check the change in the value read. Or push the Ejector 2 home sensor actuator
(Callout 3) to check the value.

c. Check the Ejector 2 home sensor actuator (Callout3) whether the following spring is dislodged.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

e. If error persists, replace the sensor as needed.

Sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this product.

f. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

824 Chapter 6 Numerical control panel messages

 g. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this product.

9. If the error persists, turn the printer off. Disconnect and reconnect the wire harness CN11 on the
finisher main PCA. Then turn the printer on.

10. If the error persists, elevate the case using the standard support process.

66.80.84, 66.80.85, 66.80.86 (Inner)

The paddle unit of the finisher experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

66.80.84, 66.80.85, 66.80.86 (Inner) 825

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

826 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 827

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

828 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock
screw installed.

Recommended action for call-center agents and onsite technicians 829

 a. Check if shipping screw is present.

b. If the customer reports that the 66.80.46 error displays on the control panel and is
accompanied by a loud buzzing noise, ask the customer or technician to open the front door
of the inner finisher, check the stapler position, and look to see if the staples cartridge is stuck
inside the path of the stapler.

c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s front cover, free the
stapler by pushing in the staple cartridge, and then reinstall the front cover.

The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.84, 66.80.85, or 66.80.86 error does not appear on the control panel and if
there is no buzzing noise, the inner finisher can be considered fixed.

2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting
with the following steps.

830 Chapter 6 Numerical control panel messages

3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the
staples are correctly formed. Clear any damaged staples and remove the current sheet of staples
from the cartridge if needed.

4. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for call-center agents and onsite technicians 831

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

832 Chapter 6 Numerical control panel messages

5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor.

Recommended action for call-center agents and onsite technicians 833

 c. During the sensor test, move the stapler back and forward to change the sensor value.

d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire
harness from the stapler position sensor to the finisher rear joint PCA.

e. Retest the sensors. If the sensors still do not function, replace the sensor unit as needed.

Part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

6. If the error persists, check the stapler position motor (M1).

a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors or Component Tests, depending on
tested part.

b. The stapler motor (M1) should move forward and backward.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Part number: JC93-00999A

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the entire inner finisher.

Inner finisher kit part number: Y1G00-67901

66.80.0A (2K)
Stack stabilizer error. The paper holding unit experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

834 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 835

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

836 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents 837

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check if there are any problems such foreign substance around the paper holding unit.

3. If the error persists, turn the printer off, and then on.

4. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
part.

Left lower cover part number - stapler/stacker finisher: 5QK09-40041

Left lower cover part number - booklet finisher: 8GS05-60124

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

838 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for onsite technicians 839

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check if there are any problems such foreign substance around the paper holding unit.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher for any damaged or loose parts and remove any obstacles.

840 Chapter 6 Numerical control panel messages

5. Check the paper holding motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paper holding motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN13).

b. Retest the motor. If the test fails, replace the motor.

Paper holding motor part number: JC90-01414A

For instructions, see the Repair Service Manual for this product.

6. Check the paper holding home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Recommended action for onsite technicians 841

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paper holding home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Paper holding home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the left lower cover.

Left lower cover part number:

Stapler-stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

66.80.0B (2K)
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

842 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 843

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

844 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents 845

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
part.

End fence part number: JC90-01466A

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

846 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for onsite technicians 847

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. Check the end fence motor.

848 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > End fence motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

End fence motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the front tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Front tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

Recommended action for onsite technicians 849

 ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN5).

b. Replace the sensor as needed.

Front tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.0C (2K)
The finisher experienced a buffer error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

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.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

850 Chapter 6 Numerical control panel messages

4. Check the main exit cam motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main exit cam motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN7).

b. Retest the motor. If the test fails, replace the motor.

Main exit cam motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 851

 5. Check the main exit cam home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main exit cam home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN7).

b. Replace the sensor as needed.

Main exit cam home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.11 (2K)
Booklet diverter failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

852 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 853

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the booklet maker for jams or obstructions.

854 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents and onsite technicians 855

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. Check the booklet diverter motor.

856 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet diverter motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN7)

b. Retest the motor. If the test fails, replace the motor.

Booklet diverter motor part number: JC93-01153A

For instructions, see the Repair Service Manual for this product.

5. Check the booklet diverter home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet diverter home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

Recommended action for call-center agents and onsite technicians 857

 ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN7)

b. Replace the sensor as needed.

Booklet diverter sensor sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this product.

66.90.12 (2K)
Booklet accumulator failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

858 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 859

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

860 Chapter 6 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 861

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet tamper motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN6)

862 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Booklet tamper motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet tamper sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN6)

b. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Repair Service Manual for this product.

66.90.13 (2K)
Booklet paddle failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the booklet maker for jams or obstructions.

66.90.13 (2K) 863

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

864 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Follow these troubleshooting steps in the order presented.Recommended action for call-center agents and onsite
technicians
Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

Follow these troubleshooting steps in the order presented.Recommended action for call-center agents and onsite
technicians 865
 3. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

866 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Follow these troubleshooting steps in the order presented.Recommended action for call-center agents and onsite
technicians 867
 4. Check the booklet paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN7).

b. Retest the motor. If the test fails, replace the motor.

Booklet paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

868 Chapter 6 Numerical control panel messages

 5. Check the booklet paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN7).

b. Replace the sensor as needed.

Booklet paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.14 (2K)
The booklet maker experienced a knife (blade) error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

66.90.14 (2K) 869

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

870 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

Recommended action for call-center agents and onsite technicians 871

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

872 Chapter 6 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet blade motor

Recommended action for call-center agents and onsite technicians 873

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN10)

b. Retest the motor. If the test fails, replace the motor.

Booklet blade motor part number: JC31-00144A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet blade home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN6)

874 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Booklet blade home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.15 (2K)
The booklet maker experienced a press failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.15 (2K) 875

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

876 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 877

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

878 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet presser motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet presser motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN5)

Recommended action for call-center agents and onsite technicians 879

 b. Retest the motor. If the test fails, replace the motor.

Booklet presser motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet presser home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet presser home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN5)

b. Replace the sensor as needed.

Booklet presser home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.16 (2K)
Booklet maker stapler failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

880 Chapter 6 Numerical control panel messages

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for customers 881

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

882 Chapter 6 Numerical control panel messages

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher door.

2. Move the stapler to the front of the finisher using the green knob.

Recommended action for call-center agents and onsite technicians 883

 3. Remove the staple cartridge.

4. Lift the tab and check for any jammed staples and remove them.

884 Chapter 6 Numerical control panel messages

 5. If the staple cartridge is empty, replace the staple cartridge.

6. If the error persists, turn the printer off. Disconnect and reconnect the wire harness CN4 of the
booklet maker PCA. And then turn the printer on.

7. If the error persists, replace the booklet stapler unit or booklet maker as needed.

Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
For instructions, see the Repair Service Manual for this product.

66.90.21 (2K)
The buffer unit has experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

66.90.21 (2K) 885

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

886 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version .

Recommended action for call-center agents 887

 4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.

Booklet buffer home sensor part number: 0604-001393

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles and remove them.

3. Ensure the finisher and engine are running the latest version of firmware.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com.

b. Ensure that the finisher is correctly connected to the printer before downloading firmware
bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

5. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN6)

888 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.22 (2K) and 66.90.23 (2K)

The buffer unit has experienced an error.

BM-exit CAM assembly is unable to move paper downwards during buffering.

BM-exit CAM assembly is not positioned correctly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher top cover.

66.90.22 (2K) and 66.90.23 (2K) 889

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

890 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the buffer motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Buffer motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (External-CN5)

Recommended action for call-center agents and onsite technicians 891

 b. Retest the motor. If the test fails, replace the motor.

Buffer motor part number: JC93-01152A

For instructions, see the Repair Service Manual for this product.

4. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN6)

892 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.43 (2K)
Booklet c-fold blade failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. Check the booklet c-fold blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet c-fold blade motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

66.90.43 (2K) 893

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN8)

b. Retest the motor. If the test fails, replace the motor.

Booklet c-fold blade motor part number: JC93-01154A

For instructions, see the Repair Service Manual for this product.

3. Check the booklet c-fold blade home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet c-fold blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN8)

894 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Booklet c-fold blade home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.51 (2K)
Booklet end fence failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Power off and on, and retest for checking the status.

2. Check the booklet end fence motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet end fence motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Booklet-CN9)

66.90.51 (2K) 895

 b. Retest the motor. If the test fails, replace the motor.

Booklet end fence motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

3. Check the booklet end fence home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet end fence home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Booklet-CN9)

b. Replace the sensor as needed.

Booklet end fence home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

896 Chapter 6 Numerical control panel messages

67.WX.YZ error messages
67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input
tray. The printer and the tray are not communicating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.0E.01
Optional exit unit is not installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check if the Exit 2 unit is installed.

2. Check the exit sensor on the Exit 2 unit.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03073122

67.* error messages 897

 ● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 102–0371, Exit 2 Sensor.

c. If the test fails, disconnect and reconnect the wire harness connection on the 2nd exit unit and
connector 1 on the formatter.

d. If the wire harness is OK, check to ensure that the sensor arm move freely. If it does not,
replace the sensor actuator parts.

Actuator bin full exit part number: JC66-04339A

Lever-Act full exit part number: JC66-02278A

3. If the error persists, replace the formatter.

Part number: 3SJ00-60001

For instructions, see the Repair Service Manual for this product.

67.04.02
The printer cannot communicate with tray 4 of the dual cassette department feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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. Turn the printer off.

3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and are not damaged. Replace the connector if necessary.

DCF PCA part number: 6GW46-60001

898 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the DCF PCA.

Part number: JC92-02738A

For instructions, 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 Formatter (ECB) depending on
your printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Replace the DC controller or the Formatter as needed.

80.WX.YZ error messages

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 80.00.00 error: Managed device lost connection to service provider. The product is under a service
contract and has lost network connectivity for license validation.

70.* errors 899

 ● 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

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, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

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.

900 Chapter 6 Numerical control panel messages

 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).

81.WX.YZ error messages

81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 81.01.00 error: NFC Error. JIO EIO Networking event.

● 81.02.00 error: NFC Error. JIO Wireless Networking event.

● 81.03.00 error: NFC Error. JIO Access Point Wireless Networking event.

● 81.04.00 error: NFC Error. JIO Jetdirect Inside Networking event.

● 81.06.00 error: NFC Error. EIO Networking event.

● 81.07.00 error: NFC Error. Internal Wireless Networking event.

● 81.08.00 error: NFC Error. Internal Access Point Wireless Networking event.

● 81.09.00 error: NFC Error. Internal Jetdirect Inside Networking event.

● 81.0A.00 error: NFC Error. NFC Accessory Error Event.

● 81.0B.00 error: NFC Error. Bluetooth Low Energy has failed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

81.* errors 901

 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.

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
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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.

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.

902 Chapter 6 Numerical control panel messages

 Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
See recommended action.

■ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

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.

90.WX.YZ error messages

90.* errors
Errors in the 90.* family are related to the control panel.

82.73.45 Disk Successfully cleaned 903

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, 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 by holding down the power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

98.WX.YZ error messages

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

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) - .

904 Chapter 6 Numerical control panel messages

 4. Reload the firmware.

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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.

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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.

98.00.01 or 98.01.00 Corrupt data in firmware volume 905

 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.

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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.

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

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.

906 Chapter 6 Numerical control panel messages

99.WX.YZ error messages
99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents 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. 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
Follow these troubleshooting steps in the order presented.

■ Download the firmware upgrade file, and then attempt the upgrade again.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

99.* errors 907

 The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

908 Chapter 6 Numerical control panel messages

 1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Resend the remote firmware upgrade (RFU).

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the header number and size.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Resend the remote firmware upgrade (RFU).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Resend the remote firmware upgrade (RFU).

99.00.12 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

Recommended action
Follow these troubleshooting steps in the order presented.

99.00.09 Upgrade canceled by user 909

 1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.

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
Follow these troubleshooting steps in the order presented.

1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

910 Chapter 6 Numerical control panel messages

 ● 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.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
Firmware update steps,
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.02.01
Firmware installation was successful.

Recommended action
See recommended action.

■ No action necessary.

Recommended action 911

 99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.07.20 Fax error

Fax card communication error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Open the back cover.

3. Reseat the Fax PCA card.

4. Close the back cover and turn the printer on.

5. If the error persists, elevate the case using the Standard Support Process.

99.07.YZ Firmware install error

Firmware install error.

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.

● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.

● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.

● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the
modem.

● 99.07.23 Fax modem reset failed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

912 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on
the formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware from the preboot menu.

a. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer
displays. Enter the password to proceed.

b. Select the Download item, and then download the latest firmware. The user can now download
a new firmware bundle to the printer.

4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
Firmware.

For the procedure to perform a Format Disk procedure., go to: HP Enterprise, HP Managed - Perform
a Partial Clean or Format Disk to reset the printer (c03398779).

5. If the error persists, elevate the case using the Standard Support Process.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
Follow these troubleshooting steps in the order presented.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

Recommended action for call-center agents and onsite technicians 913

 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
Follow these troubleshooting steps in the order presented.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk
drive was encrypted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

914 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Determine if the hard disk drive needs to be replaced.

2. Turn the printer off.

3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard
disk is making a good connection.

4. If the error persists, replace the hard disk drive.

500GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the SATA riser PC board.

SATA riser PC board part number: 3SJ01-60001

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

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 Format Disk procedure, go to HP Enterprise, HP Managed - Perform a
Partial Clean or Format Disk to reset the printer.

Recommended action for call-center agents and onsite technicians 915

 99.09.66 No boot device
A hard disk drive or eMMC is not installed in the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Install a compatible hard disk drive.

2. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is
connected correctly. Additionally, reseat all cables on the formatter, except the Flat Flexible cable
(FFC).

3. If the error persists, replace the hard disk drive.

500GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive or eMMC.

This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from
the Preboot menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

916 Chapter 6 Numerical control panel messages

 3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

4. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

5. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the
hard disk is making a good connection.

c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.

d. Provide instructions to download firmware.

e. If the error persists, replace the hard disk drive.

500GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Ensure the hard disk drive installed is the correct one for the printer.

2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends
of the cable harness from the formatter to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 3SJ01-60001

For instructions, see the Repair Service Manual for this product.

99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

99.59.62 Unknown Disk 917

 3. If the error persists, replace the hard disk drive.

Part number: 3SJ01-60001

For instructions, see the Repair Service Manual for this product.

99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Ensure the hard disk drive installed is the correct one for the printer.

2. Turn the printer off, and then on.

3. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

4. If the error persists, replace the hard disk drive.

Part number: 3SJ01-60001

For instructions, see the Repair Service Manual for this product.

918 Chapter 6 Numerical control panel messages

7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical error messages

Output bin full (Inner)
Output bin is full.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove paper from the output bin.

Alphabetical control panel messages 919

 2.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order they are listed.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

920 Chapter 7 Alphabetical control panel messages

3. If the error persists, check the output tray lower limit sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray lower limit sensor.

NOTE: The service PIN for this printer is: 03073122

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-lower

limit).

d. Replace the sensor as needed.

Output tray lower limit sensor part number: JC90-01320A

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 921

 4. Check the output tray paper holding sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray paper holding sensor.

NOTE: The service PIN for this printer is: 03073122

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-

front).

d. Replace the sensor as needed.

Output tray paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

System Main has Failed

A 'System Main has Failed' error displays on the control panel of a new HP LaserJet Enterprise or HP
LaserJet Managed printer.

NOTE: The 'System Main has Failed!' message is a low-level firmware error similar to a 49 error with
different troubleshooting steps.

This error displays on the following HP LaserJet Enterprise and HP LaserJet Managed printer models.

HP LaserJet Enterprise
● HP LaserJet Enterprise M406dn

922 Chapter 7 Alphabetical control panel messages

● HP LaserJet Enterprise M407dn

● HP LaserJet Enterprise MFP M430f

● HP LaserJet Enterprise MFP M431f

● HP Color LaserJet Enterprise M455dn

● HP Color LaserJet Enterprise MFP M480f

● HP Color LaserJet Enterprise 5700, 5700dn

● HP Color LaserJet Enterprise MFP 5800, 5800dn, 5800f

● HP Color LaserJet Enterprise Flow MFP 5800zf

● HP Color LaserJet Enterprise 6700, 6700dn

● HP Color LaserJet Enterprise 6701dn

● HP Color LaserJet Enterprise MFP 6800, 6800dn

● HP Color LaserJet Enterprise Flow MFP 6800

● HP Color LaserJet Enterprise Flow MFP 6801

HP LaserJet Managed
● HP LaserJet Managed E40040dn

● HP LaserJet Managed MFP E42540f

● HP Color LaserJet Managed E45028dn

● HP Color LaserJet Managed MFP E47528f

● HP LaserJet Managed E730, E731, E731dn, E731z

● HP LaserJet Managed MFP E73025, E73030

● HP LaserJet Managed MFP E73130, E73135, E73140

● HP Color LaserJet Managed MFP E785, E786, E786dn, E786z

● HP Color LaserJet Managed MFP E78523, E78528

● HP Color LaserJet Managed MFP E78625, E78630, E78635

● HP LaserJet Managed MFP E826, E826dn, E826z

● HP LaserJet Managed MFP E82650, E82660, E82670

● HP LaserJet Managed MFP E877, E877dn, E877z

● HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770

● HP Color LaserJet X557

● HP Color LaserJet Enterprise X557dn

● HP Color LaserJet Enterprise MFP X57945, X57945dn

System Main has Failed 923

 ● HP Color LaserJet Enterprise Flow MFP X57945z, X57945zs

● HP Color LaserJet Enterprise MFP X58045, X58045dn

● HP Color LaserJet X654

● HP Color LaserJet Enterprise X654dn

● HP Color LaserJet Enterprise MFP X677, X677d, X677s

● HP Color LaserJet Enterprise Flow MFP X677z, X677zs

Recommended action
Follow these steps to clear the error or troubleshoot further as needed.

1. Select Restart on the printer control panel.

NOTE: If the printer does not restart, use the power button to turn off the printer, and to turn it on.

2. Check if the printer returns to a Ready state.

● If the printer returns to a Ready state, the issue is solved.

● If the error persists, see the next step.

3. If the printer reboots to the error again, or if the error returns later, perform a Partial Clean and then
reconfigure the printer.

4. If the error returns after performing a Partial Clean, do the following tasks to check for a possible
solution in the latest firmware release:

a. Go to HP Support or HP Software and Drivers (https://support.hp.com/drivers), select Printer,

and then enter your printer model in the search field.

b. Expand the Firmware section, and then review the Readme file.

To view the Firmware Readme file, select the See full details link.

c. Upgrade the firmware if a possible solution is provided in the latest firmware release.

924 Chapter 7 Alphabetical control panel messages

 5. If the issue persists after upgrading the firmware, gather the Diagnostic log from the Preboot menu,
and then elevate the case to HP Support.

Toner Collection Unit Almost Full

The toner collection unit is almost full.

The toner collection unit is between 90% and 99% of its capacity.

Recommended action

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to
firmware version 4.6 or later from HP.com.

2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace
the toner collection unit.

Tray x overfilled
A tray on the printer is overfilled with paper.

Tray overload warning (Tray2, Tray3, Tray4, Tray5)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

Toner Collection Unit Almost Full 925

 2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

Callout 3: Example 1 over overfill.

Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

5. If the error persists, dispatch an onsite engineer to troubleshoot further.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

926 Chapter 7 Alphabetical control panel messages

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

Callout 3: Example 1 over overfill.

Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

Recommended action for onsite technicians 927

 Index

Symbols/Numerics fuser error motor error (LaserJet)

41.WX.YZ error 4 59.WX.YZ error 4
76.00.24 5
laser scanner error 4
paper path error 4 N
B
fuser error (LaserJet)
Near Field Communication error
backup error 50.WX.YZ error 4
81.WX.YZ error 5
32.WX.YZ error 4
Bluetooth error 5
reset error 4 H
external I/O card error 5
restore error 4
hard disk partition error internal EIO error 5
98.WX.YZ error 5 wireless error 5
C
connector error I O
65.WX.YZ error 5
input accessory error output accessory error
67.WX.YZ error 5 66.WX.YZ error 5
D
input/output error OXPd/Web kit error
DC controller communication error 40.WX.YZ error 4 45.WX.YZ error 4
55.WX.YZ error 4 internal diagnostics error
DC controller firmware error 90.WX.YZ error 5 P
70.WX.YZ error 5 video display error 5
page error
digital sending error (firmware)
21.WX.YZ error 4
44.WX.YZ error 4 J
paper handling error (LaserJet)
document feeder error
jam error (LaserJet) 56.WX.YZ error 4
31.WX.YZ error 4
13.WX.YZ error 3 print bar error (PageWide)
duplexer error
jam error (PageWide) 62.WX.YZ error 5
69.WX.YZ error 5
13.WX.YZ error 4 printer memory error
job accounting error (firmware) 20.WX.YZ error 4
E
48.WX.YZ error 4
Embedded Jetdirect error job management error R
80.WX.YZ error 5 (firmware) 4
real-time clock error
engine error (LaserJet) job pipeline error (firmware) 4
11.WX.YZ error 3
46.WX.YZ error 4 job parser error (firmware)
63.WX.YZ error 5 47.WX.YZ error 4 S
engine error (PageWide) printer calibration error 4
61.WX.YZ error 4 scanner error
event log error (firmware) L 30.WX.YZ error 4
42.WX.YZ error 4 security error
laser scanner error (LaserJet)
33.WX.YZ error 4
51.WX.YZ error 4
F sensor error
52.WX.YZ error 4
54.WX.YZ error 4
fan error last update 1
58.WX.YZ error 4
58.WX.YZ error 4
supplies error (LaserJet)
firmware communication error M
10.WX.YZ error 3
49.WX.YZ error 4
memory error supplies error (PageWide)
firmware install error
82.WX.YZ error 5 17.WX.YZ error 4
99.WX.YZ error 5
EMMC error 5 system error (LaserJet)
hard disk error 5
hard disk error 5 62.WX.YZ error 5
remote firmware upgrade
error 5

928 Index
T
tray motor error (LaserJet)
60.WX.YZ error 4
Tray x overfilled 925

Index 929