HP Color LaserJet Managed MFP E87640-

E87660 series - Control Panel Message

Document (CPMD)

© Copyright 2018 HP Development Company, L.P.

Reproduction, adaptation, or translation without prior written permission is prohibited, except as allowed under the copyright laws.
The information contained herein is subject to change without notice.
The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services.
Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions
contained herein.
Table of contents

1 About this document ................................................................................................................................................................................ 1

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

3 Error-code and control-panel-message troubleshooting overview ................................................................................................. 5

Error codes ................................................................................................................................................................................ 5

4 How to search for printer documentation ............................................................................................................................................ 9

How to search WISE for printer documentation .................................................................................................................. 9
How to search GCSN for printer documentation ................................................................................................................. 9

5 Printer service information ................................................................................................................................................................... 13

6 10.WX.YZ error messages ..................................................................................................................................................................... 15

10.* error messages .............................................................................................................................................................. 16
Recommended action ....................................................................................................................................... 16
10.xx.03, cartridge or drum error ....................................................................................................................................... 17
Recommended action for customers ............................................................................................................. 17
Recommended action for call-center agents and onsite technicians ...................................................... 17
10.0x.15 Install <supply> ..................................................................................................................................................... 18
Recommended action for customers ............................................................................................................. 18
Toner cartridge recommended action for call-center agents and onsite technicians ........................... 18
Imaging drum recommended action for call-center agents and onsite technicians ............................. 21
10.0x.35 Incompatible <supply> ......................................................................................................................................... 23
Recommended action for customers ............................................................................................................. 24
Recommended action for call-center agents and onsite technicians ...................................................... 24
10.0x.60 Drum unit low ........................................................................................................................................................ 25
Recommended action for customers ............................................................................................................. 25
Recommended action for call-center agents and onsite technicians ...................................................... 25
10.0x.60 Toner low ................................................................................................................................................................ 26
Recommended action for customers ............................................................................................................. 26

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 Recommended action for call-center agents and onsite technicians ...................................................... 26
10.0x.69 or 10.0x.70 Toner Empty ..................................................................................................................................... 27
Recommended action for customers ............................................................................................................. 27
Recommended action for call-center agents and onsite technicians ...................................................... 27
10.0x.69 or 10.0x.70 Drum unit worn ................................................................................................................................ 29
Recommended action for customers ............................................................................................................. 30
Recommended action for call-center agents and onsite technicians ...................................................... 30
10.0x.90; 10.0x.93; Toner Supply Error ............................................................................................................................. 31
Recommended action for customers ............................................................................................................. 31
Recommended action for call-center agents and onsite technicians ...................................................... 32
10.10.60 Transfer Roller Low .............................................................................................................................................. 35
Recommended action for customers ............................................................................................................. 35
Recommended action for call-center agents and onsite technicians ...................................................... 35
10.10.69, 10.10.70 Transfer Roller Worn .......................................................................................................................... 36
Recommended action for customers ............................................................................................................. 36
Recommended action for call-center agent and onsite technician .......................................................... 36
10.22.60 ITB Low ................................................................................................................................................................... 37
Recommended action for customers ............................................................................................................. 37
Recommended action for call-center agents and onsite technicians ...................................................... 37
10.22.69 / 10.22.70 ITB Worn ............................................................................................................................................. 38
Recommended action for customers ............................................................................................................. 38
Recommended action for call-center agents and onsite technicians ...................................................... 38
10.23.15, 10.26.15 Fuser assembly not installed ........................................................................................................... 39
Recommended action for customers ............................................................................................................. 39
Recommended action for call-center agents and onsite technicians ...................................................... 39
10.23.35, 10.26.35 Incompatible Fuser Assembly .......................................................................................................... 40
Recommended action for customers ............................................................................................................. 40
Recommended action for call-center agents and onsite technicians ...................................................... 40
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ................................................................................ 41
Recommended action for customers ............................................................................................................. 41
Recommended action for call-center agents and onsite technicians ...................................................... 41
10.31.15 Toner collection unit not installed ...................................................................................................................... 42
Recommended action for customers ............................................................................................................. 42
Recommended action for call-center agents and onsite technicians ...................................................... 42
10.31.60, 10.31.69 Toner collection unit full .................................................................................................................... 44
Recommended action for customers ............................................................................................................. 44
Recommended action for call-center agents and onsite technicians ...................................................... 45
10.3x.60 Developer unit low ................................................................................................................................................ 46
Recommended action for customers ............................................................................................................. 46
Recommended action for call-center agents and onsite technicians ...................................................... 46
10.3x.69, 10.0x.70 Developer Unit Empty ........................................................................................................................ 48

iv ENWW
 Recommended action for customers ............................................................................................................. 48
Recommended action for call-center agents and onsite technicians ...................................................... 48
10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn .......................................................................................... 49
Recommended action for customers ............................................................................................................. 49
Recommended action for call-center agents and onsite technicians ...................................................... 49

7 11.WX.YZ error messages ..................................................................................................................................................................... 51

11.* errors ............................................................................................................................................................................... 51
Recommended action ....................................................................................................................................... 51
Recommended action ....................................................................................................................................... 51

8 13.WX.YZ error messages ..................................................................................................................................................................... 53

13.* errors ............................................................................................................................................................................... 55
Recommended action for customers ............................................................................................................. 60
Recommended action for call-center agents and onsite technicians ...................................................... 60
13.A7.A4 .................................................................................................................................................................................. 61
Recommended action for customers ............................................................................................................. 61
HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center
agents and onsite technicians ......................................................................................................................... 61
HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for call-center agents and
onsite technicians .............................................................................................................................................. 64
13.A7.A5 .................................................................................................................................................................................. 66
Recommended action for customers ............................................................................................................. 66
Recommended action for call-center agents and onsite technicians ...................................................... 66
13.A7.D4 .................................................................................................................................................................................. 69
Recommended action for customers ............................................................................................................. 69
HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center
agents and onsite technicians ......................................................................................................................... 69
13.A7.D5 .................................................................................................................................................................................. 72
Recommended action for customers ............................................................................................................. 72
Recommended action for call-center agents and onsite technicians ...................................................... 72
13.A7.FF Paper Jam ............................................................................................................................................................... 75
Recommended action for customers ............................................................................................................. 75
Recommended action for call-center agents and onsite technicians ...................................................... 75
13.A8.A3 Jam in tray 3 .......................................................................................................................................................... 77
Recommended action for customers ............................................................................................................. 77
Recommended action for call-center agents and onsite technicians ...................................................... 78
13.A8.A4 Jam in tray 4 .......................................................................................................................................................... 79
Recommended action for customers ............................................................................................................. 80
Recommended action for call-center agents and onsite technicians ...................................................... 80
13.A8.A5 Jam in tray 5 .......................................................................................................................................................... 82

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 Recommended action for customers ............................................................................................................. 82
Recommended action for call-center agents and onsite technicians ...................................................... 83
13.A8.A6 Jam in tray 6 .......................................................................................................................................................... 85
Recommended action for customers ............................................................................................................. 86
Recommended action for call-center agents and onsite technicians ...................................................... 86
13.A8.D3 Jam in tray 3 .......................................................................................................................................................... 88
Recommended action for customers ............................................................................................................. 88
Recommended action for call-center agents and onsite technicians ...................................................... 89
13.A8.D4 Jam in tray 4 .......................................................................................................................................................... 91
Recommended action for customers ............................................................................................................. 91
HP LaserJet Dual Cassette Department Feeder recommended action for call-center agents and
onsite technicians .............................................................................................................................................. 92
HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and onsite
technicians .......................................................................................................................................................... 94
13.A8.D5 Jam in tray 5 .......................................................................................................................................................... 96
Recommended action for customers ............................................................................................................. 96
HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center
agents and onsite technicians ......................................................................................................................... 96
HP LaserJet 3,000 sheet feeder recommended action for call-center agents and onsite
technicians .......................................................................................................................................................... 99
13.A8.D6 Jam in tray 6 ........................................................................................................................................................ 101
Recommended action for customers .......................................................................................................... 101
Recommended action for call-center agents and onsite technicians .................................................... 102
13.A8.FF ................................................................................................................................................................................ 104
Recommended action for customers .......................................................................................................... 104
Recommended action for call-center agents and onsite technicians .................................................... 104
13.B2.Az ................................................................................................................................................................................ 105
Recommended action for customers .......................................................................................................... 106
Recommended action for call-center agents and onsite technicians .................................................... 106
13.B2.D1 Jam in tray 1 ........................................................................................................................................................ 107
Recommended action for customers .......................................................................................................... 108
Recommended action for call-center agents and onsite technicians .................................................... 108
13.B2.D2 Jam in tray 2 ........................................................................................................................................................ 111
Recommended action for customers .......................................................................................................... 111
Recommended action for call-center agents and onsite technicians .................................................... 112
13.B2.D3 ............................................................................................................................................................................... 115
Recommended action for customers .......................................................................................................... 115
Recommended action for call-center agents and onsite technicians .................................................... 116
13.B2.D4 ............................................................................................................................................................................... 118
Recommended action for customers .......................................................................................................... 118
Recommended action for call-center agents and onsite technicians .................................................... 119

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 13.B2.D5 ............................................................................................................................................................................... 121
Recommended action for customers .......................................................................................................... 121
Recommended action for call-center agents and onsite technicians .................................................... 121
13.B2.D6 ............................................................................................................................................................................... 123
Recommended action for customers .......................................................................................................... 123
Recommended action for call-center agents and onsite technicians .................................................... 123
13.B2.DD ............................................................................................................................................................................... 126
Recommended action for customers .......................................................................................................... 126
Recommended action for call-center agents and onsite technicians .................................................... 126
13.B2.FF ................................................................................................................................................................................ 129
Recommended action for customers .......................................................................................................... 130
Recommended action for call-center agents and onsite technicians .................................................... 130
13.B4.Az ................................................................................................................................................................................ 131
Recommended action for customers .......................................................................................................... 132
Recommended action for call-center agents and onsite technicians .................................................... 132
13.B4.Dz ................................................................................................................................................................................ 133
Recommended action for customers .......................................................................................................... 133
Recommended action for call-center agents and onsite technicians .................................................... 133
13.B4.FF jam in right door .................................................................................................................................................. 135
Recommended action for customers .......................................................................................................... 135
Recommended action for call-center agents and onsite technicians .................................................... 135
13.B9.Az Fuser Jam ............................................................................................................................................................. 135
Recommended action for customers .......................................................................................................... 136
Recommended action for call-center agents and onsite technicians .................................................... 136
13.B9.Dz Jam in right door ................................................................................................................................................. 138
Recommended action for customers .......................................................................................................... 139
Recommended action for call-center agents and onsite technicians .................................................... 139
13.B9.FF Jam in right door ................................................................................................................................................. 141
Recommended action for customers .......................................................................................................... 141
Recommended action for call-center agents and onsite technicians .................................................... 141
13.D2.Az Jam in Right Door ............................................................................................................................................... 142
Recommended action for customers .......................................................................................................... 143
Recommended action for call-center agents and onsite technicians .................................................... 143
13.D2.Dz Jam in Right Door ............................................................................................................................................... 146
Recommended action for customers .......................................................................................................... 147
Recommended action for call-center agents and onsite technicians .................................................... 147
13.D2.FF Jam in Right Door ............................................................................................................................................... 150
Recommended action for customers .......................................................................................................... 150
Recommended action for call-center agents and onsite technicians .................................................... 151
13.D3.Az Jam in Right Door ............................................................................................................................................... 152
Recommended action for customers .......................................................................................................... 153

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 Recommended action for call-center agents and onsite technicians .................................................... 153
13.D3.Dz Jam in Right Door ............................................................................................................................................... 156
Recommended action for customers .......................................................................................................... 157
Recommended action for call-center agents and onsite technicians .................................................... 158
13.D3.FF Jam in Right Door ............................................................................................................................................... 160
Recommended action for customers .......................................................................................................... 160
Recommended action for call-center agents and onsite technicians .................................................... 161
13.E1.AZ ................................................................................................................................................................................ 163
Recommended action for customers .......................................................................................................... 163
Recommended action for call-center agents and onsite technicians .................................................... 164
13.E1.Dz ................................................................................................................................................................................ 165
Recommended action for customers .......................................................................................................... 166
Recommended action for call-center agents and onsite technicians .................................................... 166
13.E1.FF ................................................................................................................................................................................ 168
Recommended action for customers .......................................................................................................... 168
Recommended action for call-center agents and onsite technicians .................................................... 169
13.E2.FF ................................................................................................................................................................................ 170
Recommended action for customers .......................................................................................................... 170
Recommended action for call-center agents and onsite technicians .................................................... 171
13.E7.Az ................................................................................................................................................................................ 172
Recommended action for customers .......................................................................................................... 173
Recommended action for call-center agents and onsite technicians .................................................... 173
13.E7.Dz ................................................................................................................................................................................ 174
Recommended action for customers .......................................................................................................... 175
Recommended action for call-center agents and onsite technicians .................................................... 175
13.60.A1, 13.60.A2 or 13.60.A3 ....................................................................................................................................... 177
Inner Finisher: Recommended action for customers ................................................................................ 177
Stapler/Stacker - Booklet Maker: Recommended action for customers ............................................... 179
Inner finisher: Recommended action for call-center agents and onsite technicians ........................... 182
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 185
13.60.D1, 13.60.D2 or 13.60.D3 ...................................................................................................................................... 188
Inner Finisher: Recommended action for customers ................................................................................ 189
Stapler/Stacker - Booklet Maker: Recommended action for customers ............................................... 191
Inner finisher: Recommended action for call-center agents and onsite technicians ........................... 193
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 196
13.60.FF ................................................................................................................................................................................ 200
Inner Finisher: Recommended action for customers ................................................................................ 200
Stapler/Stacker - Booklet Maker: Recommended action for customers ............................................... 203
Inner finisher: Recommended action for call-center agents and onsite technicians ........................... 205

viii ENWW
 Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 208
13.63.AZ ................................................................................................................................................................................ 211
Recommended action for customers .......................................................................................................... 211
Recommended action for call-center agents and onsite technicians .................................................... 214
13.63.DZ ............................................................................................................................................................................... 216
Recommended action for customers .......................................................................................................... 216
Recommended action for call-center agents and onsite technicians .................................................... 219
13.63.F0 ................................................................................................................................................................................ 222
Recommended action for customers .......................................................................................................... 222
Recommended action for call-center agents and onsite technicians .................................................... 224
13.84.A1 or 13.84.D1 ......................................................................................................................................................... 227
Recommended action for customers .......................................................................................................... 227
Recommended action for call-center agents and onsite technicians .................................................... 229
13.84.A2 or 13.84.D2 ......................................................................................................................................................... 234
Recommended action for customers .......................................................................................................... 234
Recommended action for call-center agents and onsite technicians .................................................... 236
13.84.F0 ................................................................................................................................................................................ 240
Recommended action for customers .......................................................................................................... 241
Recommended action for call-center agents and onsite technicians .................................................... 242
13.90.A3 ................................................................................................................................................................................ 246
Recommended action for customers .......................................................................................................... 246
Recommended action for call-center agents and onsite technicians .................................................... 248
13.90.D3 ............................................................................................................................................................................... 251
Recommended action for customers .......................................................................................................... 251
Recommended action for call-center agents and onsite technicians .................................................... 254
13.92.FF ................................................................................................................................................................................ 257
Recommended action for customers .......................................................................................................... 258
Recommended action for call-center agents and onsite technicians .................................................... 259
13.98.A3 ................................................................................................................................................................................ 263
Recommended action for customers .......................................................................................................... 263
Recommended action for call-center agents and onsite technicians .................................................... 265
13.98.D3 ............................................................................................................................................................................... 268
Recommended action for customers .......................................................................................................... 268
Recommended action for call-center agents and onsite technicians .................................................... 270

9 20.WX.YZ error messages ................................................................................................................................................................... 275

20.* errors ............................................................................................................................................................................. 276
Recommended action .................................................................................................................................... 276

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 10 30.WX.YZ error messages ................................................................................................................................................................ 277
30.* errors ............................................................................................................................................................................. 278
Recommended action .................................................................................................................................... 278
30.01.09 Scanner motor locked ........................................................................................................................................ 278
Recommended action for customers .......................................................................................................... 278
Recommended action for call-center agents and onsite technicians .................................................... 279
30.01.41 ................................................................................................................................................................................ 280
Recommended action for customers .......................................................................................................... 280
Recommended action for call-center agents and onsite technicians .................................................... 280
30.01.56 Scanner Error, power off/on ............................................................................................................................. 280
Recommended action for customers .......................................................................................................... 281
Recommended action for call-center agents and onsite technicians .................................................... 281

11 31.WX.YZ error messages ................................................................................................................................................................ 283

31.* errors ............................................................................................................................................................................. 284
Recommended action .................................................................................................................................... 284
31.13.00 ................................................................................................................................................................................ 284
Recommended action for customers .......................................................................................................... 284
Recommended action for call-center agents and onsite technicians .................................................... 285
31.03.38 and 31.03.39 ....................................................................................................................................................... 286
Recommended action for customers .......................................................................................................... 286
Recommended action for call-center agents and onsite technicians .................................................... 287
31.03.40 and 31.03.41 ....................................................................................................................................................... 287
Recommended action for customers .......................................................................................................... 288
Recommended action for call-center agents and onsite technicians .................................................... 288
31.13.01 ................................................................................................................................................................................ 289
Recommended action for customers .......................................................................................................... 289
Recommended action for call-center agents and onsite technicians .................................................... 289
31.13.02 ................................................................................................................................................................................ 291
Recommended action for customers .......................................................................................................... 291
LX scanner recommended action for call-center agents and onsite technicians ................................ 291
GX scanner recommended action for call-center agents and onsite technicians ................................ 293
31.13.03 ................................................................................................................................................................................ 296
Recommended action for customers .......................................................................................................... 297
LX scanner recommended action for call-center agents and onsite technicians ................................ 297
GX scanner recommended action for call-center agents and onsite technicians ................................ 299
31.13.04 ................................................................................................................................................................................ 302
Recommended action for customers .......................................................................................................... 303
LX scanner recommended action for call-center agents and onsite technicians ................................ 303
GX scanner recommended action for call-center agents and onsite technicians ................................ 304
31.13.05 ................................................................................................................................................................................ 307

x ENWW
 Recommended action for customers .......................................................................................................... 307
LX scanner recommended action for call-center agents and onsite technicians ................................ 307
GX scanner recommended action for call-center agents and onsite technicians ................................ 309

12 32.WX.YZ error messages ................................................................................................................................................................ 311

32.* errors ............................................................................................................................................................................. 313
Recommended action .................................................................................................................................... 313
32.08.A1, 32.08.A2, 32.08.A3 ........................................................................................................................................... 314
No action necessary ....................................................................................................................................... 314
32.1C.05 ................................................................................................................................................................................ 315
Recommended action .................................................................................................................................... 315
32.1C.06 (event code) ......................................................................................................................................................... 316
Recommended action .................................................................................................................................... 316
32.1C.07 (event code) ......................................................................................................................................................... 317
Recommended action .................................................................................................................................... 317
32.1C.08 (event code) ......................................................................................................................................................... 318
Recommended action .................................................................................................................................... 318
32.1C.09 (event code) ......................................................................................................................................................... 319
Recommended action .................................................................................................................................... 319
32.1C.0A (event code) ......................................................................................................................................................... 320
Recommended action .................................................................................................................................... 320
32.1C.0D (event code) ........................................................................................................................................................ 321
Recommended action .................................................................................................................................... 321
32.1C.11 (event code) ......................................................................................................................................................... 322
Recommended action .................................................................................................................................... 322
32.1C.13, 32.1C.14 ............................................................................................................................................................. 323
Recommended action .................................................................................................................................... 323
32.1C.15 ................................................................................................................................................................................ 324
Recommended action .................................................................................................................................... 324
32.1C.2E ................................................................................................................................................................................ 325
Recommended action .................................................................................................................................... 325
32.1C.2F ................................................................................................................................................................................ 326
Recommended action .................................................................................................................................... 326
32.1C.40 ................................................................................................................................................................................ 327
No action necessary ....................................................................................................................................... 327
32.1C.41 ................................................................................................................................................................................ 328
No action necessary ....................................................................................................................................... 328
32.1C.42 ................................................................................................................................................................................ 329
No action necessary ....................................................................................................................................... 329
32.1C.43 ................................................................................................................................................................................ 330
No action necessary ....................................................................................................................................... 330

ENWW xi
 32.1C.44 ................................................................................................................................................................................ 331
No action necessary ....................................................................................................................................... 331
32.1C.45 ................................................................................................................................................................................ 332
No action necessary ....................................................................................................................................... 332
32.1C.46 ................................................................................................................................................................................ 333
No action necessary ....................................................................................................................................... 333
32.1C.47 ................................................................................................................................................................................ 334
No action necessary ....................................................................................................................................... 334
32.1C.48 ................................................................................................................................................................................ 335
Recommended action .................................................................................................................................... 335
32.1C.49 ................................................................................................................................................................................ 336
Recommended action .................................................................................................................................... 336
32.1C.4A ................................................................................................................................................................................ 337
Recommended action .................................................................................................................................... 337
32.1C.56 ................................................................................................................................................................................ 338
No action necessary ....................................................................................................................................... 338
32.1C.57 ................................................................................................................................................................................ 339
No action necessary ....................................................................................................................................... 339
32.1C.58 ................................................................................................................................................................................ 340
No action necessary ....................................................................................................................................... 340
32.1C.60 ................................................................................................................................................................................ 341
No action necessary ....................................................................................................................................... 341
32.1C.61 ................................................................................................................................................................................ 342
Recommended action .................................................................................................................................... 342
32.1C.62 ................................................................................................................................................................................ 343
Recommended action .................................................................................................................................... 343
32.1C.68 ................................................................................................................................................................................ 344
Recommended action .................................................................................................................................... 344
32.1C.69 ................................................................................................................................................................................ 345
Recommended action .................................................................................................................................... 345
32.1C.6A ................................................................................................................................................................................ 346
Recommended action .................................................................................................................................... 346
32.1C.6D ............................................................................................................................................................................... 347
Recommended action .................................................................................................................................... 347

13 33.WX.YZ error messages ................................................................................................................................................................ 349

33.* errors ............................................................................................................................................................................. 350
Recommended action .................................................................................................................................... 350
33.01.xx ................................................................................................................................................................................ 351
No action necessary ....................................................................................................................................... 351
33.05.0z SureStart errors .................................................................................................................................................. 352

xii ENWW
 Recommended action .................................................................................................................................... 352
33.05.1x Whitelisting errors .............................................................................................................................................. 353
Recommended action .................................................................................................................................... 353
33.05.2x Intrusion detection errors .................................................................................................................................. 354
Recommended action .................................................................................................................................... 354

14 40.WX.YZ error messages ................................................................................................................................................................ 355

40.* errors ............................................................................................................................................................................. 356
Recommended action .................................................................................................................................... 356
40.00.01 USB I/O buffer overflow To continue, touch “OK” .......................................................................................... 357
Recommended action .................................................................................................................................... 357
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................. 358
Recommended action .................................................................................................................................... 358
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .......................................................................................... 359
Recommended action .................................................................................................................................... 359
40.00.04 EIO <x> bad transmission To continue, touch “OK” ...................................................................................... 360
Recommended action .................................................................................................................................... 360
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ........................................................................... 361
Recommended action .................................................................................................................................... 361
40.08.0x USB storage accessory removed ..................................................................................................................... 362
No action necessary ....................................................................................................................................... 362
40.0x.05 USB storage accessory removed ..................................................................................................................... 363
No action necessary ....................................................................................................................................... 363

15 41.WX.YZ error messages ................................................................................................................................................................ 365

41.* errors ............................................................................................................................................................................. 366
Recommended action .................................................................................................................................... 366
41.03.YZ Unexpected size in tray <X> .............................................................................................................................. 366
Recommended action for customers .......................................................................................................... 367
Recommended action for call-center agents and onsite technicians .................................................... 367
41.03.FZ Unknown Misprint Error ..................................................................................................................................... 369
Recommended action for customers .......................................................................................................... 369
Recommended action for call-center agents and onsite technicians .................................................... 370

16 42.WX.YZ error messages ................................................................................................................................................................ 373

42.* errors ............................................................................................................................................................................. 374
Recommended action .................................................................................................................................... 374
42.B0.01 ................................................................................................................................................................................ 375
Recommended action .................................................................................................................................... 375

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 17 44.WX.YZ error messages ................................................................................................................................................................ 377
44.* errors ............................................................................................................................................................................. 379
Recommended action .................................................................................................................................... 379
44.01.xx Error Event log message .................................................................................................................................... 380
Recommended action .................................................................................................................................... 380
44.02.xx Error Event log message (Multifunction product only.) ................................................................................ 381
Recommended action .................................................................................................................................... 381
44.03.xx Error Event log message .................................................................................................................................... 381
Recommended action for customers .......................................................................................................... 381
Recommended action .................................................................................................................................... 381
44.04.xx Error Event log message (Multifunction product only.) ................................................................................ 382
Recommended action .................................................................................................................................... 382
44.05.xx Error Event log message (Multifunction product only.) ................................................................................ 383
Recommended action .................................................................................................................................... 383
44.07.xx Error Event log message (Multifunction product only.) ................................................................................ 384
Recommended action .................................................................................................................................... 384
44.08.xx Error Event log message (Multifunction product only.) ................................................................................ 385
Recommended action .................................................................................................................................... 385
44.10.xx Error Event log message (Multifunction product only.) ................................................................................ 386
Recommended action .................................................................................................................................... 386
44.11.0E Error Event log message (Multifunction product only.) ................................................................................ 387
Recommended action .................................................................................................................................... 387
44.11.xx Error Event log message (Multifunction product only.) ................................................................................ 388
Recommended action .................................................................................................................................... 388
44.12.0E Error Event log message (Multifunction product only.) ................................................................................ 389
Recommended action .................................................................................................................................... 389
44.12.xx Error Event log message (Multifunction product only.) ................................................................................ 390
Recommended action .................................................................................................................................... 390
44.16.01 Error Event log message (Multifunction product only.) ............................................................................... 391
Recommended action .................................................................................................................................... 391
44.16.02 Error Event log message (Multifunction product only.) ............................................................................... 392
Recommended action .................................................................................................................................... 392
44.16.03 Error Event log message (Multifunction product only.) ............................................................................... 393
Recommended action .................................................................................................................................... 393
44.16.04 Error Event log message (Multifunction product only.) ............................................................................... 394
Recommended action .................................................................................................................................... 394
44.16.05 Error Event log message (Multifunction product only.) ............................................................................... 395
Recommended action .................................................................................................................................... 395
44.16.06 Error Event log message (Multifunction product only.) ............................................................................... 396
Recommended action .................................................................................................................................... 396
44.16.07 Error Event log message (Multifunction product only.) ............................................................................... 397

xiv ENWW
 Recommended action .................................................................................................................................... 397
44.16.08 Error Event log message (Multifunction product only.) ............................................................................... 398
Recommended action .................................................................................................................................... 398
44.16.09 Error Event log message (Multifunction product only.) ............................................................................... 399
Recommended action .................................................................................................................................... 399
44.16.0A Error Event log message (Multifunction product only.) ............................................................................... 400
Recommended action .................................................................................................................................... 400
44.16.0B Error Event log message (Multifunction product only.) ............................................................................... 401
Recommended action .................................................................................................................................... 401
44.16.0D Error Event log message (Multifunction product only.) ............................................................................... 402
Recommended action .................................................................................................................................... 402
44.16.0E Error Event log message (Multifunction product only.) ................................................................................ 403
Recommended action .................................................................................................................................... 403
44.16.0F Error Event log message (Multifunction product only.) ................................................................................ 404
Recommended action .................................................................................................................................... 404
44.16.10 Error Event log message (Multifunction product only.) ............................................................................... 405
Recommended action .................................................................................................................................... 405
44.16.FF Error Event log message (Multifunction product only.) ................................................................................ 406
Recommended action .................................................................................................................................... 406
44.34.xx Error Event log message .................................................................................................................................... 407
Recommended action .................................................................................................................................... 407
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ................................................................................................ 408
Recommended action .................................................................................................................................... 408

18 45.WX.YZ error messages ................................................................................................................................................................ 409

45.00.07 ................................................................................................................................................................................ 409
Recommended action for customers .......................................................................................................... 409
Recommended action for call center technicians and onsite agents ..................................................... 409
45.00.1C ................................................................................................................................................................................ 409
Recommended action for customers .......................................................................................................... 410
Recommended action for call center technicians and onsite agents ..................................................... 410
45.00.70 ................................................................................................................................................................................ 410
Recommended action for customers .......................................................................................................... 410
Recommended action for call center technicians and onsite agents ..................................................... 410

19 46.WX.YZ error messages ................................................................................................................................................................ 413

46.* error messages ............................................................................................................................................................ 413
Recommended action .................................................................................................................................... 413
Recommended action .................................................................................................................................... 413

ENWW xv
 20 47.WX.YZ error messages ................................................................................................................................................................ 415
47.* errors ............................................................................................................................................................................. 416
Recommended action .................................................................................................................................... 416
47.00.xx ................................................................................................................................................................................ 417
Recommended action .................................................................................................................................... 417
47.01.xx ................................................................................................................................................................................ 418
Recommended action .................................................................................................................................... 418
47.02.xx ................................................................................................................................................................................ 419
Recommended action .................................................................................................................................... 419
47.03.xx ................................................................................................................................................................................ 420
Recommended action .................................................................................................................................... 420
47.04.xx ................................................................................................................................................................................ 421
Recommended action .................................................................................................................................... 421
47.05.xx ................................................................................................................................................................................ 422
Recommended action .................................................................................................................................... 422
47.06.xx ................................................................................................................................................................................ 423
Recommended action .................................................................................................................................... 423
47.FC.yz Printer Calibration Failed To continue, touch “OK” ......................................................................................... 424
Recommended action .................................................................................................................................... 424

21 48.WX.YZ error messages ................................................................................................................................................................ 427

48.* errors ............................................................................................................................................................................. 428
Recommended action .................................................................................................................................... 428
48.0D.01 Remote Image Disk error .................................................................................................................................. 429
Recommended action .................................................................................................................................... 429

22 49.WX.YZ error messages ................................................................................................................................................................ 431

49.13.01 ................................................................................................................................................................................ 431
Recommended action for customers .......................................................................................................... 431
Recommended action for call-center agents and onsite technicians .................................................... 431
49.XX.YY Error To continue turn off then on .................................................................................................................... 432
Recommended action .................................................................................................................................... 432

23 50.WX.YZ error messages ................................................................................................................................................................ 433

50.* errors ............................................................................................................................................................................. 433
Recommended action for customers .......................................................................................................... 434
Recommended action .................................................................................................................................... 434
50.FF.01 Fuser error ............................................................................................................................................................ 434
Recommended actions for customers ........................................................................................................ 434
Recommended actions for call-center agents and onsite technicians .................................................. 434

xvi ENWW
 50.FF.02 Fuser error ............................................................................................................................................................ 436
Recommended actions for customers ........................................................................................................ 436
Recommended actions for call-center agents and onsite technicians .................................................. 436
50.FF.03 Fuser error ............................................................................................................................................................ 440
Recommended actions for customers ........................................................................................................ 440
Recommended actions for call-center agents and onsite technicians .................................................. 440
50.FF.04 Fuser error ............................................................................................................................................................ 442
Recommended actions for customers ........................................................................................................ 442
Recommended actions for call-center agents and onsite technicians .................................................. 442
50.FF.05 Fuser error ............................................................................................................................................................ 444
Recommended actions for customers ........................................................................................................ 444
Recommended actions for call-center agents and onsite technicians .................................................. 445
50.FF.06 Fuser error ............................................................................................................................................................ 447
Recommended actions for customers ........................................................................................................ 447
Recommended actions for call-center agents and onsite technicians .................................................. 447
50.FF.07 Fuser error ............................................................................................................................................................ 449
Recommended actions for customers ........................................................................................................ 449
Recommended actions for call-center agents and onsite technicians .................................................. 449
50.FF.08 Fuser error ............................................................................................................................................................ 451
Recommended actions for customers ........................................................................................................ 451
Recommended actions for call-center agents and onsite technicians .................................................. 451
50.FF.09 Fuser error ............................................................................................................................................................ 452
Recommended actions for customers ........................................................................................................ 452
Recommended actions for call-center agents and onsite technicians .................................................. 452
50.FF.0A Fuser error ............................................................................................................................................................ 455
Recommended actions for customers ........................................................................................................ 455
Recommended actions for call-center agents and onsite technicians .................................................. 455
50.FF.0B Fuser error ............................................................................................................................................................ 457
Recommended actions for customers ........................................................................................................ 457
Recommended actions for call-center agents and onsite technicians .................................................. 457
50.FF.0C Fuser error ............................................................................................................................................................ 459
Recommended actions for customers ........................................................................................................ 459
Recommended actions for call-center agents and onsite technicians .................................................. 460
50.FF.0D Fuser error ............................................................................................................................................................ 462
Recommended actions for customers ........................................................................................................ 462
Recommended actions for call-center agents and onsite technicians .................................................. 462
50.FF.0E Fuser error ............................................................................................................................................................ 464
Recommended actions for customers ........................................................................................................ 464
Recommended actions for call-center agents and onsite technicians .................................................. 464
50.FF.0F Fuser error ............................................................................................................................................................ 466
Recommended actions for customers ........................................................................................................ 466

ENWW xvii
 Recommended actions for call-center agents and onsite technicians .................................................. 467
50.FF.10 Fuser error ............................................................................................................................................................ 469
Recommended actions for customers ........................................................................................................ 469
Recommended actions for call-center agents and onsite technicians .................................................. 469
50.FF.11 Fuser error ............................................................................................................................................................ 471
Recommended actions for customers ........................................................................................................ 471
Recommended actions for call-center agents and onsite technicians .................................................. 471
50.FF.12 Fuser error ............................................................................................................................................................ 473
Recommended actions for customers ........................................................................................................ 473
Recommended actions for call-center agents and onsite technicians .................................................. 474
50.FF.13 Fuser error ............................................................................................................................................................ 476
Recommended actions for customers ........................................................................................................ 476
Recommended actions for call-center agents and onsite technicians .................................................. 476

24 54.WX.YZ error messages ................................................................................................................................................................ 479

54.* errors ............................................................................................................................................................................. 479
Recommended action customers ................................................................................................................ 479
Recommended action call-center agents and onsite technicians .......................................................... 479
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors .................................................................................................... 480
Recommended action for customers .......................................................................................................... 480
Recommended action for call-center agents and onsite technicians .................................................... 480
54.DD.05, 54.DD.06 and 54.DD.07 error ......................................................................................................................... 481
Recommended action for customers .......................................................................................................... 482
Recommended action for call-center agents and onsite technicians .................................................... 482
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ............................................................... 483
Recommended action for customers .......................................................................................................... 484
Recommended action for call-center agents and onsite technicians .................................................... 484

25 56.WX.YZ error messages ................................................................................................................................................................ 487

56.* errors ............................................................................................................................................................................. 488
Recommended action .................................................................................................................................... 488

26 57.WX.YZ error messages ................................................................................................................................................................ 489

57.* errors ............................................................................................................................................................................. 489
Recommended action for customers .......................................................................................................... 489
Recommended action for call-center agents and onsite technicians .................................................... 489
57.00.01, 57.00.02 Fan failure .......................................................................................................................................... 490
Recommended action for customers .......................................................................................................... 490
Recommended action for call-center agents and onsite technicians .................................................... 490
57.00.05, 57.00.06, Fan failure ......................................................................................................................................... 491

xviii ENWW
 Recommended action for customers .......................................................................................................... 492
Recommended action for call-center agents and onsite technicians .................................................... 492
57.00.07, 57.00.08, Fan failure ......................................................................................................................................... 493
Recommended action for customers .......................................................................................................... 493
Recommended action for call-center agents and onsite technicians .................................................... 493
57.00.09, 57.00.10, Fan failure ......................................................................................................................................... 494
Recommended action for customers .......................................................................................................... 494
Recommended action for call-center agents and onsite technicians .................................................... 495
57.00.11, 57.00.12, Fan failure ......................................................................................................................................... 496
Recommended action for customers .......................................................................................................... 496
Recommended action for call-center agents and onsite technicians .................................................... 496
57.00.13, 57.00.14, Fan failure ......................................................................................................................................... 497
Recommended action for customers .......................................................................................................... 497
Recommended action for call-center agents and onsite technicians .................................................... 498
57.00.19, 57.00.20 Developer fan error ......................................................................................................................... 499
Recommended action for customers .......................................................................................................... 499
Recommended action for call-center agents and onsite technicians .................................................... 499
57.00.25 ................................................................................................................................................................................ 500
Recommended action for customers .......................................................................................................... 500
Recommended action for call-center agents and onsite technicians .................................................... 501
57.00.27 Fan error .............................................................................................................................................................. 501
Recommended action for customers .......................................................................................................... 501
Recommended action for call-center agents and onsite technicians .................................................... 501

27 59.WX.YZ error messages ................................................................................................................................................................ 503

59.* errors ............................................................................................................................................................................. 503
Recommended action for customers .......................................................................................................... 503
Recommended action .................................................................................................................................... 503
59.00.10, 59.00.20 Motor error ........................................................................................................................................ 503
Recommended action for customers .......................................................................................................... 504
Recommended action for call-center agents and onsite technicians .................................................... 504
59.00.30, 59.00.40 Motor error ........................................................................................................................................ 506
Recommended action for customers .......................................................................................................... 506
Recommended action for call-center agents and onsite technicians .................................................... 506
59.00.90, 59.00.A0 Motor error ........................................................................................................................................ 509
Recommended action for customers .......................................................................................................... 510
Recommended action for call-center agents and onsite technicians .................................................... 510
59.00.F0 Motor error ........................................................................................................................................................... 513
Recommended action for customers .......................................................................................................... 513
Recommended action for call-center agents and onsite technicians .................................................... 514
59.0X.50, 59.0X.60 Motor error ........................................................................................................................................ 515

ENWW xix
 Recommended action for customers .......................................................................................................... 515
Recommended action for call-center agents and onsite technicians .................................................... 515
59.0X.70, Motor error ......................................................................................................................................................... 519
Recommended action for customers .......................................................................................................... 519
Recommended action for call-center agents and onsite technicians .................................................... 519

28 60.WX.YZ error messages ................................................................................................................................................................ 523

60.00.04 ................................................................................................................................................................................ 523
Recommended action for customers .......................................................................................................... 523
Recommended action for call-center agents and onsite technicians .................................................... 523

29 61.WX.YZ error messages ................................................................................................................................................................ 525

61.00.00 ................................................................................................................................................................................ 525
Recommended action for customers .......................................................................................................... 525
Recommended action for call-center agents and onsite technicians .................................................... 525
61.00.01 ................................................................................................................................................................................ 526
Recommended action for customers .......................................................................................................... 526
Recommended action for call-center agents and onsite technicians .................................................... 526
61.00.06 ................................................................................................................................................................................ 526
Recommended action for customers .......................................................................................................... 526
Recommended action for call-center agents and onsite technicians .................................................... 526

30 62.WX.YZ error messages ................................................................................................................................................................ 527

62.* errors ............................................................................................................................................................................. 527
Recommended action .................................................................................................................................... 527
Recommended action .................................................................................................................................... 527

31 63.WX.YZ error messages ................................................................................................................................................................ 529

63.* errors ............................................................................................................................................................................. 530
Recommended action .................................................................................................................................... 530
Recommended action .................................................................................................................................... 530
63.00.02, 63.00.03, 63.00.04, or 63.00.05 .................................................................................................................... 530
Recommended actions for customers ........................................................................................................ 531
Recommended actions for call-center agents and onsite technicians .................................................. 531
63.00.0A ................................................................................................................................................................................ 532
Recommended actions for customers ........................................................................................................ 533
Recommended actions for call-center agents and onsite technicians .................................................. 533
63.00.0B ................................................................................................................................................................................ 533
Recommended actions for customers ........................................................................................................ 533
Recommended actions for call-center agents and onsite technicians .................................................. 533

xx ENWW
 63.00.17, 63.00.18, 63.00.19 or 63.00.1A ..................................................................................................................... 534
Recommended actions for customers ........................................................................................................ 534
Recommended actions for call-center agents and onsite technicians .................................................. 534
63.00.1B ................................................................................................................................................................................ 535
Recommended actions for customers ........................................................................................................ 535
Recommended actions for call-center agents and onsite technicians .................................................. 535
63.00.1F ................................................................................................................................................................................ 536
Recommended actions for customers ........................................................................................................ 536
Recommended actions for call-center agents and onsite technicians .................................................. 536
63.00.20 ................................................................................................................................................................................ 536
Recommended actions for customers ........................................................................................................ 537
Recommended actions for call-center agents and onsite technicians .................................................. 537
63.00.21 ................................................................................................................................................................................ 537
Recommended actions for customers ........................................................................................................ 538
Recommended actions for call-center agents and onsite technicians .................................................. 538
63.00.23 ................................................................................................................................................................................ 538
Recommended actions for customers ........................................................................................................ 538
Recommended actions for call-center agents and onsite technicians .................................................. 538
63.00.24 ................................................................................................................................................................................ 538
Recommended actions for customers ........................................................................................................ 539
Recommended actions for call-center agents and onsite technicians .................................................. 539
63.00.29, 63.00.2A, 63.00.2B, or 63.00.2C .................................................................................................................... 539
Recommended actions for customers ........................................................................................................ 539
Recommended actions for call-center agents and onsite technicians .................................................. 539
63.00.2D ............................................................................................................................................................................... 541
Recommended actions for customers ........................................................................................................ 542
Recommended actions for call-center agents and onsite technicians .................................................. 542
63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 .................................................................................................................... 543
Recommended actions for customers ........................................................................................................ 544
Recommended actions for call-center agents and onsite technicians .................................................. 544
63.00.32 ................................................................................................................................................................................ 546
Recommended actions for customers ........................................................................................................ 546
Recommended actions for call-center agents and onsite technicians .................................................. 546
63.00.35 ................................................................................................................................................................................ 547
Recommended actions for customers ........................................................................................................ 548
Recommended actions for call-center agents and onsite technicians .................................................. 548
63.00.36, 63.00.37, or 63.00.38 ...................................................................................................................................... 550
Recommended actions for customers ........................................................................................................ 550
Recommended actions for call-center agents and onsite technicians .................................................. 550
63.00.3B, 63.00.3D, 63.00.3F, 63.00.41 ........................................................................................................................ 552
Recommended actions for customers ........................................................................................................ 552

ENWW xxi
 Recommended actions for call-center agents and onsite technicians .................................................. 552
63.00.3C, 63.00.3E, 63.00.40, 63.00.42 ......................................................................................................................... 556
Recommended actions for customers ........................................................................................................ 556
Recommended actions for call-center agents and onsite technicians .................................................. 556
63.00.44, 63.00.45, 63.00.46 or 63.00.47 ..................................................................................................................... 557
Recommended actions for customers ........................................................................................................ 557
Recommended actions for call-center agents and onsite technicians .................................................. 557
63.4D.01 ............................................................................................................................................................................... 558
Recommended action for customers .......................................................................................................... 558
Recommended action for call-center agents and onsite technicians .................................................... 558
63.4D.02 ............................................................................................................................................................................... 559
Recommended action for customers .......................................................................................................... 559
Recommended action for call-center agents and onsite technicians .................................................... 559
63.53.01 ................................................................................................................................................................................ 559
Recommended action for customers .......................................................................................................... 559
Recommended action for call-center agents and onsite technicians .................................................... 559

32 64.WX.YZ error messages ................................................................................................................................................................ 561

64.01.01 ................................................................................................................................................................................ 561
Recommended action for customers .......................................................................................................... 561
Recommended action for call-center agents and onsite technicians .................................................... 561
64.01.02 ................................................................................................................................................................................ 562
Recommended action for customers .......................................................................................................... 562
Recommended action for call-center agents and onsite technicians .................................................... 562
64.01.03 ................................................................................................................................................................................ 562
Recommended action for customers .......................................................................................................... 562
Recommended action for call-center agents and onsite technicians .................................................... 562
64.01.04 ................................................................................................................................................................................ 563
Recommended action for customers .......................................................................................................... 563
Recommended action for call-center agents and onsite technicians .................................................... 563
64.01.05 ................................................................................................................................................................................ 564
Recommended action for customers .......................................................................................................... 564
Recommended action for call-center agents and onsite technicians .................................................... 564
64.01.06 ................................................................................................................................................................................ 564
Recommended action for customers .......................................................................................................... 564
Recommended action for call-center agents and onsite technicians .................................................... 564
64.01.07 ................................................................................................................................................................................ 565
Recommended action for customers .......................................................................................................... 565
Recommended action for call-center agents and onsite technicians .................................................... 565
64.01.08 ................................................................................................................................................................................ 565
Recommended action for customers .......................................................................................................... 565

xxii ENWW
 Recommended action for call-center agents and onsite technicians .................................................... 566
64.01.09 ................................................................................................................................................................................ 566
Recommended action for customers .......................................................................................................... 566
Recommended action for call-center agents and onsite technicians .................................................... 566
64.03.04 ................................................................................................................................................................................ 566
Recommended action for customers .......................................................................................................... 567
Recommended action for call-center agents and onsite technicians .................................................... 567

33 65.WX.YZ and 66.WX.YZ error messages ....................................................................................................................................... 569

65.* errors ............................................................................................................................................................................. 571
Recommended action .................................................................................................................................... 571
65.00.A1 ................................................................................................................................................................................ 571
Recommended action for customers .......................................................................................................... 571
Recommended action for call-center agents and onsite technicians .................................................... 571
66.* errors ............................................................................................................................................................................. 573
Recommended action .................................................................................................................................... 573
65.00.A1 ................................................................................................................................................................................ 573
Recommended action for customers .......................................................................................................... 573
Recommended action for call-center agents and onsite technicians .................................................... 573
66.40.36 ................................................................................................................................................................................ 573
Recommended action for customers .......................................................................................................... 574
Recommended action for call-center agents and onsite technicians .................................................... 575
66.40.46 ................................................................................................................................................................................ 577
Recommended action for customers .......................................................................................................... 577
Recommended action for call-center agents and onsite technicians .................................................... 577
66.40.50 ................................................................................................................................................................................ 578
Recommended action for customers .......................................................................................................... 578
Recommended action for call-center agents and onsite technicians .................................................... 578
66.40.83 ................................................................................................................................................................................ 578
Recommended action for customers .......................................................................................................... 578
Recommended action for call-center agents and onsite technicians .................................................... 579
66.60.17 ................................................................................................................................................................................ 579
Recommended action for customers .......................................................................................................... 579
Recommended action for call-center agents and onsite technicians .................................................... 579
66.60.25 ................................................................................................................................................................................ 580
Recommended action for customers .......................................................................................................... 580
Recommended action for call-center agents and onsite technicians .................................................... 582
66.60.27 ................................................................................................................................................................................ 583
Recommended action for customers .......................................................................................................... 583
Recommended action for call-center agents and onsite technicians .................................................... 585
66.60.28 ................................................................................................................................................................................ 588

ENWW xxiii
 Recommended action for customers .......................................................................................................... 588
Recommended action for call-center agents and onsite technicians .................................................... 590
66.60.30 ................................................................................................................................................................................ 590
Recommended action for customers .......................................................................................................... 591
Inner Finisher: Recommended action for call-center agents and onsite technicians .......................... 591
66.60.32 ................................................................................................................................................................................ 593
Recommended action for customers .......................................................................................................... 593
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 593
66.80.04 ................................................................................................................................................................................ 596
Recommended action for customers .......................................................................................................... 597
Inner Finisher: Recommended action for call-center agents and onsite technicians .......................... 597
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 598
66.80.05 ................................................................................................................................................................................ 599
Recommended action for customers .......................................................................................................... 600
Inner Finisher: Recommended action for call-center agents and onsite technicians .......................... 600
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 604
66.80.06 ................................................................................................................................................................................ 605
Recommended action for customers .......................................................................................................... 606
Inner Finisher: Recommended action for call-center agents and onsite technicians .......................... 606
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 610
66.80.07 ................................................................................................................................................................................ 611
Recommended action for customers .......................................................................................................... 611
Recommended action for call-center agents and onsite technicians .................................................... 612
66.80.08 ................................................................................................................................................................................ 612
Recommended action for customers .......................................................................................................... 612
Recommended action for call-center agents and onsite technicians .................................................... 613
66.80.0A ................................................................................................................................................................................ 614
Recommended action for customers .......................................................................................................... 614
Recommended action for call-center agents and onsite technicians .................................................... 614
66.80.0B ................................................................................................................................................................................ 615
Recommended action for customers .......................................................................................................... 615
Recommended action for call-center agents and onsite technicians .................................................... 615
66.80.0C ................................................................................................................................................................................ 616
Recommended action for customers .......................................................................................................... 616
Recommended action for call-center agents and onsite technicians .................................................... 616
66.80.20 ................................................................................................................................................................................ 617
Recommended action for customers .......................................................................................................... 617

xxiv ENWW
 Recommended action for call-center agents and onsite technicians .................................................... 618
66.80.27 ................................................................................................................................................................................ 620
Recommended action for customers .......................................................................................................... 620
Recommended action for call-center agents and onsite technicians .................................................... 621
66.80.36 ................................................................................................................................................................................ 624
Recommended action for customers .......................................................................................................... 624
Recommended action for call-center agents and onsite technicians .................................................... 626
66.80.38 ................................................................................................................................................................................ 629
Recommended action for customers .......................................................................................................... 629
Recommended action for call-center agents and onsite technicians .................................................... 629
66.80.46 ................................................................................................................................................................................ 631
Recommended action for customers .......................................................................................................... 631
Inner Finisher: Recommended action for call-center agents and onsite technicians .......................... 633
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite
technicians ....................................................................................................................................................... 636
66.90.11 ................................................................................................................................................................................ 639
Recommended action for customers .......................................................................................................... 639
Recommended action for call-center agents and onsite technicians .................................................... 639
66.90.12 ................................................................................................................................................................................ 641
Recommended action for customers .......................................................................................................... 641
Recommended action for call-center agents and onsite technicians .................................................... 641
66.90.13 ................................................................................................................................................................................ 642
Recommended action for customers .......................................................................................................... 642
Recommended action for call-center agents and onsite technicians .................................................... 642
66.90.14 ................................................................................................................................................................................ 643
Recommended action for customers .......................................................................................................... 643
Recommended action for call-center agents and onsite technicians .................................................... 644
66.90.15 ................................................................................................................................................................................ 644
Recommended action for customers .......................................................................................................... 645
Recommended action for call-center agents and onsite technicians .................................................... 645
66.90.16 ................................................................................................................................................................................ 645
Recommended action for customers .......................................................................................................... 646
Recommended action for call-center agents and onsite technicians .................................................... 646
66.90.21 ................................................................................................................................................................................ 646
Recommended action for customers: ......................................................................................................... 646
Recommended action for call-center agents ............................................................................................. 646
Recommended action for onsite technicians ............................................................................................. 647
66.90.22 and 66.90.23 ....................................................................................................................................................... 648
Recommended action for customers .......................................................................................................... 648
Recommended action for call-center agents and onsite technicians .................................................... 648
66.90.43 ................................................................................................................................................................................ 649

ENWW xxv
 Recommended action for customers .......................................................................................................... 649
Recommended action for call-center agents and onsite technicians .................................................... 649

34 67.WX.YZ error messages ................................................................................................................................................................ 651

67.* error messages ............................................................................................................................................................ 651
Recommended action for customers .......................................................................................................... 651
Recommended action .................................................................................................................................... 651
67.04.01 ................................................................................................................................................................................ 651
Recommended action for customers .......................................................................................................... 652
Recommended action for call-center agents and onsite technicians .................................................... 652
67.04.02 ................................................................................................................................................................................ 652
Recommended action for customers .......................................................................................................... 653
Recommended action for call-center agents and onsite technicians .................................................... 653
67.05.01 and 67.05.02 error ............................................................................................................................................. 653
Recommended action for customers .......................................................................................................... 654
Recommended action for call-center agents and onsite technicians .................................................... 654

35 70.WX.YZ error messages ................................................................................................................................................................ 655

70.* errors ............................................................................................................................................................................. 655
Recommended action for customers .......................................................................................................... 655
Recommended action .................................................................................................................................... 655

36 80.WX.YZ error messages ................................................................................................................................................................ 657

80.* errors ............................................................................................................................................................................. 658
Recommended action .................................................................................................................................... 658
Recommended action .................................................................................................................................... 658

37 81.WX.YZ error messages ................................................................................................................................................................ 659

81.* errors ............................................................................................................................................................................. 660
Recommended action .................................................................................................................................... 660
Recommended action .................................................................................................................................... 660

38 82.WX.YZ error messages ................................................................................................................................................................ 661

82.* errors ............................................................................................................................................................................. 661
Recommended action .................................................................................................................................... 661
Recommended action .................................................................................................................................... 661
82.73.45 Disk Successfully cleaned ................................................................................................................................. 662
No action necessary ....................................................................................................................................... 662
82.73.46, 82.73.47 ............................................................................................................................................................. 663
Recommended action .................................................................................................................................... 663

xxvi ENWW
39 90.WX.YZ error messages ................................................................................................................................................................ 665
90.* errors ............................................................................................................................................................................. 665
Recommended action for customers .......................................................................................................... 665
Recommended action .................................................................................................................................... 665

40 98.WX.YZ error messages ................................................................................................................................................................ 667

98.* errors ............................................................................................................................................................................. 668
Recommended action .................................................................................................................................... 668
98.00.01 or 98.01.00 Corrupt data in firmware volume ............................................................................................... 669
Recommended action .................................................................................................................................... 669
98.00.02 Corrupt data in the solutions volume ............................................................................................................. 670
Recommended action .................................................................................................................................... 670
98.00.03 Corrupt data in the configuration volume ...................................................................................................... 671
Recommended action .................................................................................................................................... 671
98.00.04 Corrupt data in the job data volume ............................................................................................................... 672
Recommended action .................................................................................................................................... 672

41 99.WX.YZ error messages ................................................................................................................................................................ 673

99.* errors ............................................................................................................................................................................. 674
Recommended action .................................................................................................................................... 674
99.00.01 Upgrade not performed file is corrupt ............................................................................................................ 675
Recommended action .................................................................................................................................... 675
99.00.02 Upgrade not performed timeout during receive ........................................................................................... 676
Recommended action .................................................................................................................................... 676
99.00.04 Upgrade not performed timeout during receive ........................................................................................... 677
Recommended action .................................................................................................................................... 677
99.00.05 Upgrade not performed timeout during receive ........................................................................................... 678
Recommended action .................................................................................................................................... 678
99.00.09 Upgrade canceled by user ................................................................................................................................ 679
Recommended action .................................................................................................................................... 679
99.00.10 Upgrade canceled by user ................................................................................................................................ 680
Recommended action .................................................................................................................................... 680
99.00.11 Upgrade canceled by user ................................................................................................................................ 681
Recommended action .................................................................................................................................... 681
99.00.12 Upgrade not performed the file is invalid ....................................................................................................... 682
Recommended action .................................................................................................................................... 682
99.00.13 Upgrade not performed the file is invalid ....................................................................................................... 683
Recommended action .................................................................................................................................... 683
99.00.14 Upgrade not performed the file is invalid ....................................................................................................... 684
Recommended action .................................................................................................................................... 684

ENWW xxvii
 99.00.2x ................................................................................................................................................................................ 685
Recommended action .................................................................................................................................... 685
99.01.xx ................................................................................................................................................................................ 686
Recommended action .................................................................................................................................... 686
99.02.01 ................................................................................................................................................................................ 687
No action necessary ....................................................................................................................................... 687
99.02.09 ................................................................................................................................................................................ 688
No action necessary ....................................................................................................................................... 688
99.07.20 Fax error ............................................................................................................................................................... 688
Recommended action for customers .......................................................................................................... 688
Recommended action for call-center agents and onsite technicians .................................................... 688
99.07.YZ Firmware install error ......................................................................................................................................... 688
Recommended action for customers .......................................................................................................... 689
Recommended action for call-center agents and onsite technicians .................................................... 689
99.09.61 Unsupported disk ............................................................................................................................................... 690
Recommended action .................................................................................................................................... 690
99.09.62 Unknown disk ...................................................................................................................................................... 691
Recommended action .................................................................................................................................... 691
99.09.63 Incorrect disk ....................................................................................................................................................... 691
Recommended action for customers .......................................................................................................... 691
Recommended action for call-center agents and onsite technicians .................................................... 691
99.09.64 Disk Nonfunctional ............................................................................................................................................. 692
Recommended action for customers .......................................................................................................... 692
Recommended action for call-center agents and onsite technicians .................................................... 692
99.09.66 No boot device. ................................................................................................................................................... 692
Recommended action for customers .......................................................................................................... 692
Recommended action for call-center agents and onsite technicians .................................................... 693
99.09.67 Disk is not bootable please download firmware ........................................................................................... 693
Recommended action for customers .......................................................................................................... 693
Recommended action for call-center agents and onsite technicians .................................................... 693
99.59.62 Unknown Disk ..................................................................................................................................................... 695
Recommended action .................................................................................................................................... 695
99.59.64 Disk NonFunctional ............................................................................................................................................ 696
Recommended action .................................................................................................................................... 696
99.59.66 No Boot Disk ........................................................................................................................................................ 697
Recommended action .................................................................................................................................... 697

42 Alphabetical error messages ........................................................................................................................................................... 699

Toner Collection Unit Almost Full ...................................................................................................................................... 700
Recommended action .................................................................................................................................... 700

xxviii ENWW
1 About this document

This document provides error-code troubleshooting information. Procedures and part numbers change. For
current information, use the browser-based format.

Choose the format that best meets your needs.

Table 1-1 Content format types

Format Document title example Recommended use

Browser-based [Product] - Control Panel Message ● Use when support portals are
Document (CPMD) accessible for up-to-date information

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

● Use when a printable document is

needed

NOTE: Refer to the printer service manual

for removal and replacement procedures.

NOTE: For current information, use the

browser-based format.

ENWW 1
2 Chapter 1 About this document ENWW
2 Control-panel message types

The control-panel messages and event code entries indicate the current product 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 the 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 product will attempt to resume printing after the message has
appeared for 10 seconds without acknowledgement.

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

ENWW 3
4 Chapter 2 Control-panel message types ENWW
3 Error-code and control-panel-message
troubleshooting overview

● Error codes

Error codes
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.

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.

ENWW Error codes 5

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

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.

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.

6 Chapter 3 Error-code and control-panel-message troubleshooting overview ENWW

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

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.

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.

ENWW Error codes 7

8 Chapter 3 Error-code and control-panel-message troubleshooting overview ENWW
4 How to search for printer documentation

The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals
Wise for Channel and WISE (formerly SAW). Wise for channel is available to HP channel partners and WISE is
available to call agents, service technicians, and other HP internal users. The level of detail available will depend
on your access credentials . To learn how to find support content in WISE, watch the video here.

● How to search WISE for printer documentation

● How to search GCSN for printer documentation

To view a list of control panel message documents per printer in WISE, go to HP LaserJet, OfficeJet, PageWide,
ScanJet Enterprise - Control panel message document (CPMD) list (HP internal only).

How to search WISE for printer documentation

These instructions are for HP internal use by call agents, service technicians, and other internal users. To learn
how to find support content in WISE, watch the video here.

To view a list of control panel message documents per printer in WISE, go to HP LaserJet, OfficeJet, PageWide,
ScanJet Enterprise - Control panel message document (CPMD) list (HP internal only).

How to search GCSN for printer documentation

These instructions are for internal use by HP Channel Partners. To learn how to find support content in GCSN,
watch the video here or follow these steps:

1. On the Home screen in GCSN, open Technical information using one of the following two methods:

● Type TINF in the Speedcode field found in the upper right corner and press Enter.

ENWW 9
 ● On the Home page, click Technical information in the left pane.

2. Under Product Search, select the Type, Category, Family, and Series that match your product model (leave
the Model field as blank or the default).

NOTE: Make sure to log in to GCSN using your service-qualified credentials to access the most
comprehensive content list available. To find out how to become service-qualified, contact your HP
representative.

Figure 4-1 Sample product search criteria

10 Chapter 4 How to search for printer documentation ENWW

 3. Click Add Favorites and then click Add to add the printer to your Favorites list and allow you to bypass the
Product Search fields next time for that particular model (optional).

4. Clear all of the high-level check boxes.

5. Select the check boxes for the document types for which you want to search.

NOTE: Select only the high-level Manuals and Guides search option if you are not sure in which type of
manual or guide the content might be listed.

6. Select Submit.

7. If needed, click Back To selection Criteria and narrow your search (the maximum allowed search result is
100 documents).

NOTE: Do not select the Top Issue option unless you only want to view top issues for that model. All other
available content will be filtered out.

ENWW How to search GCSN for printer documentation 11

 Technical information type Select this checkbox
CPMD CPMD-Map
List of all CPMDs per product Support Information
Installation Guide or Hardware Install Guide Maintenance/Service Guide or Install Guide
Service cost document Install Guide or Service Guide/Manual
Service guide or Service manual Service Guide/Manual
Self-solve or troubleshooting document Support Information
User manual or User guide User Guide
Warranty and Legal Guide Warranty Statement

12 Chapter 4 How to search for printer documentation ENWW

5 Printer service information

Last update: April 9, 2019

Service mode PIN number:

E87640-E87660 series: 04087617

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.

ENWW 13
14 Chapter 5 Printer service information ENWW
6 10.WX.YZ error messages

● 10.* error messages

● 10.xx.03, cartridge or drum error

● 10.0x.15 Install <supply>

● 10.0x.35 Incompatible <supply>

● 10.0x.60 Drum unit low

● 10.0x.60 Toner low

● 10.0x.69 or 10.0x.70 Toner Empty

● 10.0x.69 or 10.0x.70 Drum unit worn

● 10.0x.90; 10.0x.93; Toner Supply Error

● 10.10.60 Transfer Roller Low

● 10.10.69, 10.10.70 Transfer Roller Worn

● 10.22.60 ITB Low

● 10.22.69 / 10.22.70 ITB Worn

● 10.23.15, 10.26.15 Fuser assembly not installed

● 10.23.35, 10.26.35 Incompatible Fuser Assembly

● 10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

● 10.31.15 Toner collection unit not installed

● 10.31.60, 10.31.69 Toner collection unit full

● 10.3x.60 Developer unit low

● 10.3x.69, 10.0x.70 Developer Unit Empty

● 10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn

ENWW 15
 10.* 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.

● Recommended action

Users are expected to order replacement supplies and install them as necessary. 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
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using your Standard Support Process or contact HP support at: www.hp.com/go/contactHP.

1. For toner cartridges:

a. Remove and reinstall the cartridge.

b. Check the supplies memory chip. If it 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:

16 Chapter 6 10.WX.YZ error messages ENWW

 a. Remove the toner collection unit and reinstall it.

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

5. For the document feeder kit:

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

b. Install a new roller kit.

10.xx.03, cartridge or drum error

Supply memory error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 10.00.03 Black Cartridge; Supply memory error

● 10.01.03 Cyan Cartridge; Supply memory error

● 10.02.03 Magenta Cartridge; Supply memory error

● 10.03.03 Yellow Cartridge; Supply memory error

● 10.05.03 Black Drum; Supply memory error

● 10.06.03 Cyan Drum; Supply memory error

● 10.07.03 Magenta Drum; Supply memory error

● 10.08.03 Yellow Drum; Supply memory error

The Store Usage Data setting allows a user to limit the data that is stored on the memory chip in the cartridge. If
a user configures the Store Usage Data setting as “Not on supplies”, 10.0x.03 supply memory errors may occur
resulting in the device being down until the affected supplies can be replaced.

Recommended action for customers

1. Access the printers Store Usage Data menu using any remote monitoring tool or on the control panel
within the “Settings” > “Manage Supplies” > “Store Usage Data” > menu and check to see if it is set to “Not
on supplies”.

2. If the printer is set to “Not on supplies” please contact support to upgrade FW.

Recommended action for call-center agents and onsite technicians

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

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

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

3. Upgraded to FW version FutureSmart 4.5.4 or newer.

ENWW 10.xx.03, cartridge or drum error 17

 NOTE: For more information on this error please go to: HP Color LaserJet Managed MFP E77820-E77830,
E87640-E87660 - 10.xx.03, cartridge or drum errors

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

10.0x.15 Install <supply>

The indicated supply has been removed or is installed incorrectly.

● Recommended action for customers

● Toner cartridge recommended action for call-center agents and onsite technicians

● Imaging drum recommended action for call-center agents and onsite technicians

10.00.15 Black toner cartridge

10.01.15 Cyan toner cartridge

10.02.15 Magenta toner cartridge

10.03.15 Yellow toner cartridge

10.05.15 Black imaging drum unit

10.06.15 Cyan imaging drum unit

10.07.15 Magenta imaging drum unit

10.08.15 Yellow imaging drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

2. If an imaging drum unit needs to be installed or if the message continues, please contact customer
support.

Toner cartridge recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

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

2. Remove and reinstall the toner cartridge or imaging drum.

3. Check if the toner cartridge or imaging drum is installed correctly.

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

18 Chapter 6 10.WX.YZ error messages ENWW

 b. If the toner cartridge hook is damaged, replace the toner cartridge.

Part numbers:

● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

4. Check the toner cartridge for damage.

a. Rotate the gear on the toner cartridge to ensure the it moves freely.

NOTE: If you saved one or the blue handles when installing the toner cartridges you can use it to
turn the gear.

ENWW 10.0x.15 Install <supply> 19

 b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally. If the CRUM
connector is damaged, replace the toner cartridge.

Part numbers:

● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

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

5. With the cartridge out check for CRUM module installation problems inside the printer.

a. Check if the CRUM connection ( connector) is installed correctly.

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

20 Chapter 6 10.WX.YZ error messages ENWW

 6. Check the CRUM joint PCA for any problems. If the CRUM joint PCA has problems, such as with the CRUM
connector pin or the main board interface connector, replace the PCA.

Part number: JC61-06951A

7. Check for a bad connection between the main board and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the main board.

CRUM connector part number: JC93-01277A

For instructions: Removal and replacement: CRUM connector

CRUM joint PCA part number: JC93-01277A

Main board part number: JC92-02958A

For instructions: Removal and replacement: Main board

Imaging drum recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

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

2. Remove and reinstall the imaging drum.

ENWW 10.0x.15 Install <supply> 21

 3. Check if the imaging drum latch is damaged. If the imaging drum latch is damaged, replace the latch.

Part number: TBD

Figure 6-1 Imaging drum latch

4. Check if the CRUM connector of the drum unit is broken or not seated correctly. If the CRUM connector is
pushed into the drum unit, try to pull the CRUM connector out it and ensure it is seated correctly.

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

Part numbers:

X3A92-67905 - HP LaserJet Black Imaging Drum Unit

X3A92-67906 - HP LaserJet CMY Imaging Drum Unit

For instructions: Removal and replacement: Imaging drum unit

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

b. Open the following menus:

22 Chapter 6 10.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit color.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

6. With the drum unit out check for CRUM module installation problems inside the printer.

a. Check if the CRUM connector is installed correctly.

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

7. Check the CRUM joint PCA for any problems. If the CRUM joint PCA has problems, such as with the CRUM
connector pin or the main board interface connector, replace the PCA.

Part number: JC61-06951A

8. Check for a bad connection between the main board and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the main board.

CRUM joint PCA part number: JC61-06951A

For instructions: Removal and replacement: CRUM connector

Main board part number: JC92-02958A

For instructions: Removal and replacement: Main board

10.0x.35 Incompatible <supply>

The indicated supply is not compatible with this printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

10.00.35 Black toner cartridge

10.01.35 Cyan toner cartridge

10.02.35 Magenta toner cartridge

10.03.35 Yellow toner cartridge

10.05.35 Black drum unit

10.06.35 Cyan drum unit

ENWW 10.0x.35 Incompatible <supply> 23

 10.07.35 Magenta drum unit

10.08.35 Yellow drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

Part numbers:

● W9050MC - Black Managed LJ Toner Cartridge

● W9051MC - Cyan Managed LJ Toner Cartridge

● W9053MC - Magenta Managed LJ Toner Cartridge

● W9052MC - Yellow Managed LJ Toner Cartridge

2. If an imaging drum needs to be installed or if the message continues, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the front cover. Remove and reinstall the indicated supply 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 numbers:

● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

● X3A92-67905 - HP LaserJet Black Imaging Drum Unit

● X3A92-67906 - HP LaserJet CMY Imaging Drum Unit

For instructions to replace the imaging drum: Removal and replacement: Imaging drum unit

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

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

c. On the Information tab, select Supply Status.

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

24 Chapter 6 10.WX.YZ error messages ENWW

 e. Select the correct Drum Unit color.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

10.0x.60 Drum unit low

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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

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

10.05.60 Black imaging drum

10.06.60 Cyan imaging drum

10.07.60 Magenta imaging drum

10.08.60 Yellow imaging drum

Recommended action for customers

▲ Please contact customer support.

Recommended action for call-center agents and onsite technicians

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

Part numbers:

X3A92-67905 - HP LaserJet Black Imaging Drum Unit

X3A92-67906 - HP LaserJet CMY Imaging Drum Unit

For instructions: Removal and replacement: Imaging drum unit

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

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: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

ENWW 10.0x.60 Drum unit low 25

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

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

10.0x.60 Toner low

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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

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

● 10.00.60 Black toner cartridge

● 10.01.60 Cyan toner cartridge

● 10.02.60 Magenta toner cartridge

● 10.03.60 Yellow toner cartridge

Recommended action for customers

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

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

Part numbers:

● W9050MC - Black Managed LJ Toner Cartridge

● W9051MC - Cyan Managed LJ Toner Cartridge

● W9053MC - Magenta Managed LJ Toner Cartridge

● W9052MC - Yellow Managed LJ Toner Cartridge

Recommended action for call-center agents and onsite technicians

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

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

Part numbers:

● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

26 Chapter 6 10.WX.YZ error messages ENWW

 ● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

10.0x.69 or 10.0x.70 Toner Empty

The printer cannot draw toner from the toner cartridge.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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 / 10.00.70 Black toner cartridge

10.01.69 / 10.01.70 Cyan toner cartridge

10.02.69 / 10.02.70 Magenta toner cartridge

10.03.69 / 10.03.70 Yellow toner cartridge

Recommended action for customers

▲ Replace the toner cartridge indicated.

a. Open the front cover

b. Remove the toner cartridge.

c. Install the new toner cartridge.

Part numbers:

● W9050MC - Black Managed LJ Toner Cartridge

● W9051MC - Cyan Managed LJ Toner Cartridge

● W9053MC - Magenta Managed LJ Toner Cartridge

● W9052MC - Yellow Managed LJ Toner Cartridge

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.

Recommended action for call-center agents and onsite technicians

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

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

Part numbers:

ENWW 10.0x.69 or 10.0x.70 Toner Empty 27

 ● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

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

2. If the error persists with a new cartridge, check if the toner reservoir is blocked.

a. Rotate the toner path lever down then up.

b. If the toner reservoir is blocked try to clean it. If needed, replace the toner sub reservoir.

Part number: JC96-09832A

3. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

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

28 Chapter 6 10.WX.YZ error messages ENWW

 ● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor or toner drive assembly.

Drive motor part number: JC31-01245A

Toner drive assembly part number: JC93-01065B

For instructions: Removal and replacement: Toner supply drive unit

4. Reconnect the electrical wiring harness on the developer unit for the failing color. If the harness is
damaged, replace the harness.

5. Replace the developer unit as needed.

Part numbers:

● JC96-11600A - Yellow Developer Unit

● JC96-11601A - Magenta Developer Unit

● JC96-11602A - Cyan Developer Unit

● JC96-11603A - Black Developer Unit

For instructions: Removal and replacement: Developer unit

6. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

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

d. Select the correct Developer color. 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.

10.0x.69 or 10.0x.70 Drum unit worn

The lifespan of the imaging drum unit is expired.

ENWW 10.0x.69 or 10.0x.70 Drum unit worn 29

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The lifespan remaining for the drum unit is 0%

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

10.05.69 / 10.05.70 Black drum unit

10.06.69 / 10.06.70 Cyan drum unit

10.07.69 / 10.07.70 Magenta drum unit

10.08.69 / 10.08.70 Yellow drum unit

Recommended action for customers

▲ Please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the imaging drum unit indicated.

a. Open the front cover

b. Remove the toner collection unit.

c. Remove the imaging drum.

d. Install a new imaging drum.

Part numbers:

X3A92-67905 - HP LaserJet Black Imaging Drum Unit

X3A92-67906 - HP LaserJet CMY Imaging Drum Unit

For instructions: Removal and replacement: Imaging drum unit

e. Reinstall the toner collection unit.

f. Close the front cover.

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

2. 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: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

30 Chapter 6 10.WX.YZ error messages ENWW

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

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

10.0x.90; 10.0x.93; Toner Supply Error

Toner replenishment failure - toner is compacted in the cartridge.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

TC sensor indicates that the toner concentration is low because the toner supply in the cartridge is inadequate.
There is no toner in the toner cartridge or the toner supply line is blocked. A circuit fault such as a fault in the
toner supply motor or the toner sensor occurs.

10.00.90 Black toner cartridge

10.01.90 Cyan toner cartridge

10.02.90 Magenta toner cartridge

10.03.90 Yellow toner cartridge

10.00.93 Black toner cartridge

10.01.93 Cyan toner cartridge

10.02.93 Magenta toner cartridge

10.03.93 Yellow toner cartridge

Recommended action for customers

1. Replace the toner cartridge indicated.

Part numbers:

● W9050MC - Black Managed LJ Toner Cartridge

● W9051MC - Cyan Managed LJ Toner Cartridge

● W9053MC - Magenta Managed LJ Toner Cartridge

● W9052MC - Yellow Managed LJ Toner Cartridge

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

ENWW 10.0x.90; 10.0x.93; Toner Supply Error 31

 Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

For ALL 10.01.90 Cyan toner ONLY: Please use the following document: HP Color LaserJet Managed MFP
E87640-E87660 - 63.00.40 or 10.01.90 toner replenishment errorFor all other errors, use the following
troubleshooting steps.

1. Remove and shake ALL cartridges using the four face shake method.

These errors CAN occur again intermittently after shaking. If the errors reoccur, shake the cartridges again.

To view the video of this procedure, Go to: Installing a Toner Cartridge in an HP LaserJet Managed E876xx
Color MFP

2. You can also view the written procedure, go to: HP Color LaserJet Managed MFP E876xx - 63.00.3C,
63.00.3E, 63.00.40, or 63.00.42 error message (Emerging Issue).

3. If the errors will NOT clear after shaking, please collect the information below and elevate the case:

● Configuration page

● Event log pages

● Supply Status pages

● Photo of each toner reservoir

Elevate the case using the Standard Support Process.

4. IMPORTANT! - Do not use any of the following steps unless directed to after the case has been elevated
and Technical Marketing has directed the action.

5. Distribute toner evenly in the cartridge.

a. Open the front cover.

b. Remove the toner cartridge indicated.

c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.

d. Ensure that the toner gear moves freely. If it does not, replace the toner cartridge.

32 Chapter 6 10.WX.YZ error messages ENWW

 Part numbers:

Part numbers:

● X3A92-67904 - Black Managed LJ Toner Cartridge

● X3A92-67901 - Cyan Managed LJ Toner Cartridge

● X3A92-67902 - Magenta Managed LJ Toner Cartridge

● X3A92-67903 - Yellow Managed LJ Toner Cartridge

e. Reinstall the toner cartridge and close the front cover.

6. If the error persists with a new cartridge, check if the toner reservoir is blocked.

a. Rotate the toner path lever down then up.

b. If the toner reservoir is blocked try to clean it. If needed, replace the toner sub reservoir.

Part number: JC96-09832A

7. Check the toner supply motor operation.

a. Open the following menus:

ENWW 10.0x.90; 10.0x.93; Toner Supply Error 33

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

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

● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor or toner drive assembly.

Drive motor part number: JC31-01245A

Toner drive assembly part number: JC93-01065B

For instructions: Removal and replacement: Toner supply drive unit

8. Reconnect the electrical wiring harness on the developer unit for the failing color. If the harness is
damaged, replace the harness.

9. Replace the developer unit as needed.

Part numbers:

● JC96-11600A - Yellow Developer Unit

● JC96-11601A - Magenta Developer Unit

● JC96-11602A - Cyan Developer Unit

● JC96-11603A - Black Developer Unit

For instructions: Removal and replacement: Developer unit

10. Reset the developer unit kit count.

a. Open the following menus:

34 Chapter 6 10.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

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

d. Select the correct Developer color. 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.

10.10.60 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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Replace the transfer roller.

a. Open the side cover.

b. Replace the T2 transfer roller.

Part number: JC93-01080A

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: 04087617

ENWW 10.10.60 Transfer Roller Low 35

 ● 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 is expired, but the printer still operates.

● Recommended action for customers

● Recommended action for call-center agent and onsite technician

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

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agent and onsite technician

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

1. Replace the transfer roller.

a. Open the side cover.

b. Replace the T2 transfer roller.

Part number: JC93-01080A

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: 04087617

● Service Tools

36 Chapter 6 10.WX.YZ error messages ENWW

 ● 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.

10.22.60 ITB Low

An alarm indicates that the lifespan of the intermediate transfer belt (ITB) is almost expired.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the ITB. Check the ITB cleaning blade count. Replace the cleaning blade if necessary.

a. Turn the printer off.

b. Remove the ITB cleaner blade and the ITB assembly.

c. Replace the ITB assembly and the ITB cleaner blade as needed.

ITB part number: JC93-01375A

For instructions: Removal and replacement: Intermediate transfer belt

ITB cleaner blade part number: JC93-01377A

For instructions: Removal and replacement: ITB cleaner

d. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

ENWW 10.22.60 ITB Low 37

 ● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Touch the back arrow to return to the Field Replaceable Unit menu.

e. Select ITB Cleaner.

f. Select Transfer Cleaning Unit. Press Reset to clear the kit count.

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

10.22.69 / 10.22.70 ITB Worn

An alarm indicates that the lifespan of the intermediate transfer belt (ITB) is expired.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The lifespan of the engine controller for the ITB is insufficient to complete the current page count.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the ITB. Check the ITB cleaning blade count. Replace the cleaning blade if necessary.

a. Turn the printer off.

b. Remove the ITB cleaner blade and the ITB assembly.

c. Replace the ITB assembly and the ITB cleaner blade as needed.

ITB part number: JC93-01375A

For instructions: Removal and replacement: Intermediate transfer belt

ITB cleaner blade part number: JC93-01377A

For instructions: Removal and replacement: ITB cleaner

d. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

38 Chapter 6 10.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Touch the back arrow to return to the Field Replaceable Unit menu.

e. Select ITB Cleaner.

f. Select Transfer Cleaning Unit. Press Reset to clear the kit count.

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

10.23.15, 10.26.15 Fuser assembly not installed

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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

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

2. If the error persists, check the fuser draw connector for defects or damage. If the connector in the printer is
damaged, replace the part.

CAUTION: The fuser might be hot.

Part number: TBD

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

ENWW 10.23.15, 10.26.15 Fuser assembly not installed 39

 For instructions: Removal and replacement: Fuser unit

4. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● 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.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser unit

CAUTION: The fuser might be hot.

2. Reset the fuser kit count.

a. Open the following menus:

40 Chapter 6 10.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● 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.

10.23.69, 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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the fuser unit.

CAUTION: The fuser might be hot.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser unit

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: 04087617

ENWW 10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn 41

 ● 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.

10.31.15 Toner collection unit not installed

The toner collection unit is almost full.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

Recommended action for customers

▲ Install a new toner collection unit.

a. Open the front cover.

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

c. Reinstall or install a new toner collection unit.

Part number: JC96-09590A

d. Close the front cover.

Recommended action for call-center agents and onsite technicians

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

42 Chapter 6 10.WX.YZ error messages ENWW

 1. Open the front cover.

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

3. Remove the toner collection unit.

4. Check the toner collection unit.

a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU

b. Check if the toner collection unit sensors operate correctly.

1. Open the following menus:

– Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

ENWW 10.31.15 Toner collection unit not installed 43

 – Engine Diagnostics

– Engine Test Routines

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

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

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

Part number: TBD

For instructions: Removal and replacement: Toner collection unit sensors

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

Part number: JC96-09590A

For instructions: Removal and replacement: Toner collection unit

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

Recommended action for customers

▲ Install a new toner collection unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Install a new toner collection unit.

Part number: JC96-09590A

d. Close the front cover.

44 Chapter 6 10.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the front cover.

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

3. Remove the toner collection unit.

4. Check the toner collection unit.

a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU.

b. Check if the toner collection unit sensors operate correctly.

1. Open the following menus:

– Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

ENWW 10.31.60, 10.31.69 Toner collection unit full 45

 – Engine Diagnostics

– Engine Test Routines

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

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

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

Part number: TBD

For instructions: Removal and replacement: Toner collection unit sensors

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

Part number: JC96-09590A

For instructions: Removal and replacement: Toner collection unit

10.3x.60 Developer unit low

The volume remaining in the developer unit is low, between 30% and 1%. This error occurs every time that you
try to use the printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

10.32.60 Black developer unit

10.33.60 Cyan developer unit

10.34.60 Magenta developer unit

10.35.60 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit as indicated.

a. Open the front cover.

46 Chapter 6 10.WX.YZ error messages ENWW

 b. Remove the toner collection unit.

c. Remove the developer unit.

d. Install a new developer unit.

Part numbers:

● JC96-11600A - Yellow Developer Unit

● JC96-11601A - Magenta Developer Unit

● JC96-11602A - Cyan Developer Unit

● JC96-11603A - Black Developer Unit

For instructions: Removal and replacement: Developler unit

e. 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: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

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

d. Select the correct Developer color. 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.

ENWW 10.3x.60 Developer unit low 47

 10.3x.69, 10.0x.70 Developer Unit Empty
The volume in the developer exceeds the permitted limit. This error occurs every time that you try to use the
printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

10.32.69, 10.32.70 Black developer unit

10.33.69, 10.33.70 Cyan developer unit

10.34.69, 10.34.70 Magenta developer unit

10.35.69, 10.35.70 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit as indicated.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the developer unit.

d. Install a new developer unit.

Part numbers:

● JC96-11600A - Yellow Developer Unit

● JC96-11601A - Magenta Developer Unit

48 Chapter 6 10.WX.YZ error messages ENWW

 ● JC96-11602A - Cyan Developer Unit

● JC96-11603A - Black Developer Unit

For instructions: Removal and replacement: Developler unit

e. 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: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

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

d. Select the correct Developer color. 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.

10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn

An alarm indicates that the lifespan of the image transfer belt (ITB) cleaner is expired.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB cleaner unit.

a. Turn the printer off.

b. Remove the ITB cleaner.

c. Install the new ITB cleaner.

Part number: JC93-01377A

ENWW 10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn 49

 For instructions: Removal and replacement: ITB cleaner

d. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select ITB Cleaner.

d. Select Transfer Cleaning Unit.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

50 Chapter 6 10.WX.YZ error messages ENWW

7 11.WX.YZ error messages

● 11.* errors

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

● Recommended action

● Recommended action

Recommended action
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, please contact customer support at: www.hp.com/go/contactHP.

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

1. 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.

ENWW 11.* errors 51

52 Chapter 7 11.WX.YZ error messages ENWW
8 13.WX.YZ error messages

● 13.* errors

● 13.A7.A4

● 13.A7.A5

● 13.A7.D4

● 13.A7.D5

● 13.A7.FF Paper Jam

● 13.A8.A3 Jam in tray 3

● 13.A8.A4 Jam in tray 4

● 13.A8.A5 Jam in tray 5

● 13.A8.A6 Jam in tray 6

● 13.A8.D3 Jam in tray 3

● 13.A8.D4 Jam in tray 4

● 13.A8.D5 Jam in tray 5

● 13.A8.D6 Jam in tray 6

● 13.A8.FF

● 13.B2.Az

● 13.B2.D1 Jam in tray 1

● 13.B2.D2 Jam in tray 2

● 13.B2.D3

● 13.B2.D4

● 13.B2.D5

● 13.B2.D6

● 13.B2.DD

● 13.B2.FF

ENWW 53
 ● 13.B4.Az

● 13.B4.Dz

● 13.B4.FF jam in right door

● 13.B9.Az Fuser Jam

● 13.B9.Dz Jam in right door

● 13.B9.FF Jam in right door

● 13.D2.Az Jam in Right Door

● 13.D2.Dz Jam in Right Door

● 13.D2.FF Jam in Right Door

● 13.D3.Az Jam in Right Door

● 13.D3.Dz Jam in Right Door

● 13.D3.FF Jam in Right Door

● 13.E1.AZ

● 13.E1.Dz

● 13.E1.FF

● 13.E2.FF

● 13.E7.Az

● 13.E7.Dz

● 13.60.A1, 13.60.A2 or 13.60.A3

● 13.60.D1, 13.60.D2 or 13.60.D3

● 13.60.FF

● 13.63.AZ

● 13.63.DZ

● 13.63.F0

● 13.84.A1 or 13.84.D1

● 13.84.A2 or 13.84.D2

● 13.84.F0

● 13.90.A3

● 13.90.D3

● 13.92.FF

● 13.98.A3

54 Chapter 8 13.WX.YZ error messages ENWW

 ● 13.98.D3

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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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 8-1 Potential values for W and X

W Jam location X Sensor or door

0 Envelope feeder

1 Tray 1 feed (unless Tray 1 feed is the registration

sensor)

2 Tray 2 feed (unless Tray 2 feed is the registration

sensor)

3 Tray 3 feed

4 Tray 4 feed

5 Tray 5 feed

6 Tray 6 feed

7 Optional tray exit sensor

A Door 1

B Door 2

C Door 3

D Door 4

E Door 5

F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

2 Registration/top of page

3 Top of page

4 Loop

ENWW 13.* errors 55

 Table 8-1 Potential values for W and X (continued)

W Jam location X Sensor or door

5 Fuser input

9 Fuser output

A Door 1

B Door 2

F Multiple sensors or doors

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

2 Switchback media stay sensor

3 Paper delivery sensor

D Duplex area 1 Duplex switchback

2 Duplex delivery

3 Duplex refeed

A Door 1 (if different than the imaging area)

B Door 2 (if different than the imaging area)

F Multiple sensors or doors

E Output or intermediate paper transport unit (IPTU) area 1 Output bin full sensor

2 IPTU feed sensor 1

3 IPTU sensor 2

4 IPTU sensor 3

5 IPTU bin full sensor 4

6 Output sensor

A Door 1

F Multiple sensors or doors

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

several areas)

1 Jetlink input device 4 Tray 4 feed sensor

5 Tray 5 feed sensor

6 Tray 6 feed sensor

7 Tray 7 feed sensor

8 Tray 8 feed sensor

9 Tray 9 feed sensor

A Door 1

B Door 2

F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

56 Chapter 8 13.WX.YZ error messages ENWW

 Table 8-1 Potential values for W and X (continued)

W Jam location X Sensor or door

9 Buffer pass exit sensor

A Door 1

3 Page insert unit 0 Page insertion inlet sensor

1 Page insertion tray 1 feed sensor

2 Page insertion tray 2 feed sensor

3 Page insertion tray 3 feed sensor

4 Page insertion tray 4 feed sensor

7 Output path feed sensor

9 Page insertion exit sensor

A Door 1

4 Punch unit 0 Puncher inlet sensor

1 Puncher jam sensor

9 Puncher exit sensor

A Door 1

5 Folding unit 0 Folder inlet sensor

1 Folder sensor

9 Folder exit sensor

A Door 1

6 Stacker unit 0 Stacker inlet sensor

4 Stacker outlet sensor

7 Stacker switchback entrance sensor

8 Stacker switchback registration sensor

9 Stacker switchback lower sensor

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

1 MBM middle sensor

9 Stapler sensor

A Door 1

B Door 2

C Door 3

F Multiple sensors or doors

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

1 SS Bin Z

3 SS unit middle sensor

ENWW 13.* errors 57

 Table 8-1 Potential values for W and X (continued)

W Jam location X Sensor or door

4 SS unit outlet sensor 1

5 SS unit outlet sensor 2

9 Stapler sensor

A Door 1

B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

2 Booklet maker feed sensor 2

2 Booklet maker feed sensor 3

4 Booklet maker delivery sensor

5 Booklet maker vertical paper path sensor

6 Booklet unit front staple sensor

7 Booklet unit rear staple sensor

8 Booklet unit outlet sensor

A Door 1

B Door 2

C Door 3

F Multiple sensors or doors

0 Unknown 0 Unknown

Table 8-2 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)

58 Chapter 8 13.WX.YZ error messages ENWW

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

Table 8-3 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 represents the 1 Tray 1
paper source.

2 Tray 2

3 Tray 3

4 Tray 4

5 Tray 5

6 Tray 6

D Duplexer

E Envelope feeder

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

1 Normal (automatically sensed rather than based on the

paper type set at the control panel)

2 Normal (based on the paper type set at the control panel)

3 Light 1, 2, or 3

4 Heavy 1

5 Heavy 2

6 Heavy 3

7 Glossy 1

8 Glossy 2

9 Glossy 3

A Glossy Film

B Transparency

C Label

D Envelope 1, 2, or 3

E Rough

When paper has entered the output bin, Z represents the 0 Unknown bin
output bin, numbered from top to bottom.

1 Bin 1

2 Bin 2

3 Bin 3

4 Bin 4

ENWW 13.* errors 59

 Table 8-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

5 Bin 5

6 Bin 6

7 Bin 7

8 Bin 8

9 Bin 9

All paper locations E Door open jam

F Residual jam

0 Forbidden OHT jam (when Y=2)

Recommended action for customers

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

7. If the error persists, please 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. 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.

60 Chapter 8 13.WX.YZ error messages ENWW

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

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

13.A7.A4
A paper stay jam occurred from tray 4.

● Recommended action for customers

● HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents and
onsite technicians

● HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for call-center agents and onsite
technicians

The paper failed to leave the tray 4/5 pickup jam detection sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette department feeder or HCI right cover. Remove any jammed paper from the area.

2. Open tray 4 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.

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

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-
center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

ENWW 13.A7.A4 61
 1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 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.

4. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. If the error persists, check the tray 4/5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

62 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 4/5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4/5 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the DCF tray 4/5 feed sensor.

Part number: 0604-001381

f. If the tray 4/5 feed sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.

Part number; JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

6. Check the DCF feed motor.

a. Open the lower right door and run test 101-0140, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

7. Check the DCF pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the DCF pickup motor.

Part number: JC31-00177A

For instructions: Removal and replacement: Dual cassette feeder pickup motor

ENWW 13.A7.A4 63
 HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for call-center
agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

Please use the following document before you begin any further troubleshooting of the issue:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E87640-E87660 - 13.A7.A4

jam in 2,000 sheet high capacity input (Emerging Issue)

1. Open the 2,000 sheet HCI right cover. Remove any jammed paper from the area.

2. Open tray 4 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.

4. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

64 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the HCI tray 3/4 feed sensor.

Part number: 0604-001381

f. If the tray 4/5 feed sensor has been replaced and the sensor still does not function correctly, replace
the HCI PCA.

Part number: JC92-02738B

For instructions: Removal and replacement: Bottom HCI PCA

6. Check the HCI feed motor.

a. Open the lower right door and run test 101-0140, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating,

c. If the motor does not function correctly, check if the HCI feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the HCI pickup assembly.

Part number: JC93-01115A

7. Check the HCI pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the HCI pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the HCI pickup motor.

Part number: JC93-01083A

For instructions: Removal and replacement: Bottom HCI pickup motor

ENWW 13.A7.A4 65
 13.A7.A5
A paper stay jam occurred from tray 5.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to leave the tray 4/5 feed jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5. 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.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

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

66 Chapter 8 13.WX.YZ error messages ENWW

 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. Check the tray 5 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. If the error persists, check the tray 4/5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

ENWW 13.A7.A5 67
 c. Trip the tray 4/5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4/5 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the DCF tray 4/5 feed sensor.

Part number: 0604-001381

f. If the tray 4/5 feed sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

6. Check the DCF feed motor.

a. Open the lower right door and run test 101-0150, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating,

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

7. Check the DCF pick up motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the DCF pickup motor.

Part number: JC31-00177A

For instructions: Removal and replacement: Dual cassette feeder pickup motor

68 Chapter 8 13.WX.YZ error messages ENWW

13.A7.D4
A paper jam occurred from tray 4.

● Recommended action for customers

● HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents and
onsite technicians

The paper failed to reach the tray 4/5 pickup jam detection sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

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

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-
center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

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

ENWW 13.A7.D4 69
 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. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. If the error persists, check the tray 4/5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

70 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 4/5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4/5 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the DCF tray 4/5 feed sensor.

Part number: 0604-001381

f. If the tray 4/5 feed sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.

Part number; JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

6. Check the DCF feed motor.

a. Open the lower right door and run test 101-0140, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

7. Check the DCF pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the DCF pickup motor.

Part number: JC31-00177A

For instructions: Removal and replacement: Dual cassette feeder pickup motor

ENWW 13.A7.D4 71
 13.A7.D5
A paper jam occurred from tray 5.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to reach the tray 4/5 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5. 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.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

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

72 Chapter 8 13.WX.YZ error messages ENWW

 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. Check the tray 5 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. If the error persists, check the tray 4/5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

ENWW 13.A7.D5 73
 c. Trip the tray 4/5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4/5 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the DCF tray 4/5 feed sensor.

Part number: 0604-001381

f. If the tray 4/5 feed sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

6. Check the DCF feed motor.

a. Open the lower right door and run test 101-0150, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating,

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

7. Check the DCF pick up motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the DCF pickup motor.

Part number: JC31-00177A

For instructions: Removal and replacement: Dual cassette feeder pickup motor

74 Chapter 8 13.WX.YZ error messages ENWW

13.A7.FF Paper Jam
Residual paper jam at the tray 3/4 jam detect sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and 5. 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.

4. Check the tray 4 and 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and 5. Remove any jammed paper from the tray.

ENWW 13.A7.FF Paper Jam 75

 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, check the tray 4/5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4/5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4/5 feed sensor and the sheet feeder
PCA.

76 Chapter 8 13.WX.YZ error messages ENWW

 e. If the wire harness is good, replace the DCF tray 4/5 feed sensor.

Part number: 0604-001381

f. If the DCF tray 4/5 feed sensor has been replaced and the sensor still does not function correctly,
replace the DCF sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

13.A8.A3 Jam in tray 3

A paper stay jam occurred from tray 3.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper did not leave the tray 3 pickup and feed jam sensor when printing from tray 3.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

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 tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

ENWW 13.A8.A3 Jam in tray 3 77

 Recommended action for call-center agents and onsite technicians
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

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 tray 3 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A83-67915

For instructions: Removal and replacement: Tray 2-x rollers

6. If the error persists, check the tray 3 pickup and feed jam detect sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

78 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the sensor test passes or the error persists after checking the sensor and cabling, check the pickup unit
2.

a. Push the pickup-lever and check if it operates correctly. The rollers should drop when lever is pushed.

b. Run test 100-0380, Tray 3 Pickup Motor and listen for the motor to operate.

c. If the test fails, check if the wire harness on the pickup drive unit 2 assembly is connected correctly.

8. If the error persists, replace the main pickup 2nd assembly.

Part number: JC93-01365A

For instructions: Removal and replacement: Pickup unit 2

13.A8.A4 Jam in tray 4

A paper stay jam occurred from tray 4.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to leave the tray 3 pickup jam detection sensor when feeding from tray 4.

ENWW 13.A8.A4 Jam in tray 4 79

 Recommended action for customers
1. Open the dual cassette department feeder or HCI right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

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

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

Recommended action for call-center agents and onsite technicians

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

1. Open the dual cassette feeder DCF right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

80 Chapter 8 13.WX.YZ error messages ENWW

 4. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. Test the paper path from tray 3 to see if the paper jams at the tray 3 pickup feed jam sensor.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper feed motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

ENWW 13.A8.A4 Jam in tray 4 81

 f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the sensor test passes or the error persists after checking the sensor and cabling, check the paper feed
motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

13.A8.A5 Jam in tray 5

A paper stay jam occurred from tray 5.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to leave the tray 3 pickup feed jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the tray 5 right-side door. Remove any jammed paper.

Figure 8-1 Tray 5 Jam access

2. Open the tray 5 dual cassette feeder drawer and remove any jammed paper from the tray.

82 Chapter 8 13.WX.YZ error messages ENWW

 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. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the tray 5 right-side door. Remove any jammed paper.

Figure 8-2 Tray 5 Jam access

2. Open the tray 5 dual cassette feeder drawer and remove any jammed paper from the tray.

ENWW 13.A8.A5 Jam in tray 5 83

 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. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. Test the paper path from tray 3 to see if the paper jams at the tray 3 pickup feed jam sensor.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper feed motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

84 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the sensor test passes or the error persists after checking the sensor and cabling, check the paper feed
motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. Push the pickup-lever and check if it operates correctly. The rollers should drop when lever is pushed.

d. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

13.A8.A6 Jam in tray 6

A paper stay jam occurred from tray 6 (3,000 sheet feeder)

● Recommended action for customers

ENWW 13.A8.A6 Jam in tray 6 85

 ● Recommended action for call-center agents and onsite technicians

The paper failed to leave the tray 3 pickup jam detection sensor when feeding from tray 6.

Recommended action for customers

1. Open the tray 6 (3,000 sheet feeder) top cover. Remove any jammed paper from the tray 6.

2. Remove tray 6 from the printer. Remove any jammed paper found.

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

4. Check the tray 6 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the tray 6 (3,000 sheet feeder) top cover. Remove any jammed paper from the area.

2. Remove tray 6 from the printer. Remove any jammed paper found.

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. Check the tray 6 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-01092A

Feed roller part number: JC66-04606A

5. Test the paper path from tray 3 to see if the paper jams at the tray 3 pickup feed jam sensor.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to skip to the step to check the paper feed motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

86 Chapter 8 13.WX.YZ error messages ENWW

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the sensor test passes or the error persists after checking the sensor and cabling, check the paper feed
motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

ENWW 13.A8.A6 Jam in tray 6 87

 8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

9. Test tray 6 feed motor using the diagnostics tests.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 101-0160, Tray 6 Feed Motor and listen for the motor to operate.

c. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

d. If the error persists, replace the Tray 6 feed motor or the gear drive assembly.

Feed motor part number: JC93-01083A

For instructions: Removal and replacement: Side HCI feed motor

Gear drive assembly part number: JC66-04294A

13.A8.D3 Jam in tray 3

A paper jam occurred from tray 3.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 3.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

88 Chapter 8 13.WX.YZ error messages ENWW

 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 tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

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 tray 3 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

ENWW 13.A8.D3 Jam in tray 3 89

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A83-67915

For instructions: Removal and replacement: Tray 2-x rollers

6. If the error persists, check the tray 3 pickup and feed jam detect sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

90 Chapter 8 13.WX.YZ error messages ENWW

 For instructions: Removal and replacement: Main board

7. If the sensor test passes or the error persists after checking the sensor and cabling, check the pickup unit
2.

a. Push the pickup-lever and check if it operates correctly. The rollers should drop when lever is pushed.

b. Run test 100-0380, Tray 3 Pickup Motor and listen for the motor to operate.

c. If the test fails, check if the wire harness on the pickup drive unit 2 assembly is connected correctly.

8. If the error persists, replace the main pickup 2nd assembly.

Part number: JC93-01365A

For instructions: Removal and replacement: Pickup unit 2

13.A8.D4 Jam in tray 4

A paper jam occurred from tray 4.

● Recommended action for customers

● HP LaserJet Dual Cassette Department Feeder recommended action for call-center agents and onsite
technicians

● HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and onsite technicians

The paper failed to reach the tray 3 pickup feed jam sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette department feeder or HCI right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

ENWW 13.A8.D4 Jam in tray 4 91

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

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

HP LaserJet Dual Cassette Department Feeder recommended action for call-center

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

1. Open the double capacity feeder DCF right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

4. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. Run a paper path test from tray 3 to see if the printer jams in the same area.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to skip to the step to check the paper feed motor.

a. Open the following menus:

92 Chapter 8 13.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the jam does not occur from tray 3 or if the error persists after checking the sensor and cabling, check
the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

ENWW 13.A8.D4 Jam in tray 4 93

 Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

9. Check the DCF feed motor.

a. Open the lower right door and run test 101-0140, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and
onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the 2,000 sheet HCI right cover. Remove any jammed paper from the area.

2. Open tray 4. 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.

4. Check the tray 4 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. Run a paper path test from tray 3 to see if the printer jams in the same area.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper feed motor.

a. Open the following menus:

94 Chapter 8 13.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the jam does not occur from tray 3 or if the error persists after checking the sensor and cabling, check
the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

ENWW 13.A8.D4 Jam in tray 4 95

 Feed drive assembly part number: JC93-01062A

8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

9. Check the 2,000 sheet HCI feed motor.

a. Open the lower right door and run test 101-0140, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating,

c. If the motor does not function correctly, check if the HCI feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the HCI drive pickup assembly.

Part number: JC93-01115A

13.A8.D5 Jam in tray 5

A paper jam occurred from tray 5.

● Recommended action for customers

● HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents and
onsite technicians

● HP LaserJet 3,000 sheet feeder recommended action for call-center agents and onsite technicians

The paper failed to reach the tray 3 pickup feed jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the 3,000 sheet feeder top cover or the HCI side cover. Remove any jammed paper from the tray 5.

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 tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-
center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the double capacity feeder DCF right cover. Remove any jammed paper from the area.

2. Open tray 5. Remove any jammed paper from the tray.

96 Chapter 8 13.WX.YZ error messages ENWW

 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. Check the tray 5 pick-up and feed rollers.

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

5. Run a paper path test from tray 3 to see if the printer jams in the same area.

6. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper feed motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

ENWW 13.A8.D5 Jam in tray 5 97

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

7. If the jam does not occur from tray 3 or if the error persists after checking the sensor and cabling, check
the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

8. Check the paper path between the high capacity input and the tray 3 pickup feed jam sensor. Look for any
obstructions or damage to the paper path and replace parts as needed using the service manual.

9. Check the DCF feed motor.

a. Open the lower right door and run test 101-0150, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating,

98 Chapter 8 13.WX.YZ error messages ENWW

 c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF drive pickup assembly.

Part number: JC93-01063B

For instructions: Removal and replacement: Dual cassette feeder pickup unit

HP LaserJet 3,000 sheet feeder recommended action for call-center agents and onsite
technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the tray 5.

2. Check the tray 5 pick-up and feed rollers.

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

b. If the rollers are dirty clean them with a damp, lint free cloth.

c. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

3. Run a paper path test from tray 3 to see if the printer jams in the same area.

4. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper path.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

ENWW 13.A8.D5 Jam in tray 5 99

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If tray 3 passes, check the paper path between the 3,000 input and the tray 3 pickup feed jam sensor. Look
for any obstructions or damage to the paper path and replace parts as needed using the service manual.

6. Check the sHCI (3,000 sheet feeder) pick up motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the feed motor 100-0700, Tray 6 Pickup Motor.

100 Chapter 8 13.WX.YZ error messages ENWW

 c. If the test fails, check the wire harness connection to the pickup motor and the PCA.

d. If the connections are good, replace the sHCI pickup motor.

Part number: JC31-01083A

For instructions: Removal and replacement: Side HCI pickup motor

7. If the error persists, check the sHCI (3,000 sheet feeder) paper feed motor.

a. Test the feed motor 101-0160, Tray 6 Feed Motor.

b. If the test fails, check the wire harness connection to the pickup motor and the PCA.

c. If the connections are good, replace the feed motor.

Part number: JC31-00163A

For instructions: Removal and replacement: Side HCI feed motor

8. If the error persists and paper is found inside the printer engine, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

13.A8.D6 Jam in tray 6

A paper jam occurred from tray 6 (3,000 sheet feeder).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to reach the tray 3 pickup jam detection sensor when feeding from tray 6.

Recommended action for customers

1. Open the large capacity tray top cover. Remove any jammed paper from the tray 6.

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 tray 6 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

ENWW 13.A8.D6 Jam in tray 6 101

 Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the tray 6.

2. Check the tray 6 pick-up and feed rollers.

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

b. If the rollers are dirty clean them with a damp, lint free cloth.

c. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

3. Run a paper path test from tray 3 to see if the printer jams in the same area.

4. If the error occurs from tray 3, check the tray 3 pickup and feed jam detect sensor. If the error does not
occur from tray 3, skip to the step to check the paper path.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

102 Chapter 8 13.WX.YZ error messages ENWW

 d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If tray 3 passes, check the paper path between the 3,000 input and the tray 3 pickup feed jam sensor. Look
for any obstructions or damage to the paper path and replace parts as needed using the service manual.

6. Check the tray 6 (3,000 sheet feeder) pickup motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the feed motor 100-0700, Tray 6 Pickup Motor.

c. If the test fails, check the wire harness connection to the pickup motor and the PCA.

d. If the connections are good, replace the sHCI pickup motor.

Part number: JC31-01083A

For instructions: Removal and replacement: Side HCI pickup motor

7. If the error persists, check the tray 6 paper feed motor.

a. Test the feed motor 101-0160, Tray 6 Feed Motor.

b. If the test fails, check the wire harness connection to the pickup motor and the PCA.

c. If the connections are good, replace the feed motor.

Part number: JC31-00163A

For instructions: Removal and replacement: Side HCI feed motor

8. If the error persists and paper is found inside the printer engine, check the paper feed motor.

ENWW 13.A8.D6 Jam in tray 6 103

 a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

13.A8.FF
Residual jam at tray 2 jam detect sensor A8.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

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

Recommended action for call-center agents and onsite technicians

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

4. Check the tray 3 pickup and feed jam detect sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

104 Chapter 8 13.WX.YZ error messages ENWW

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check if the wire harness on the guide-feed assembly is connected correctly.

e. Check if the wire harness on the pickup unit and the feed sensor are connected correctly.

f. If the wires are good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor

g. If the tray 3 feed sensor has been replaced and the sensor still does not function correctly, replace
the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

13.B2.Az
A paper stay jam occurred at the registration sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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.AD Stay jam when printing from the duplexer

ENWW 13.B2.Az 105

 Recommended action for customers
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove the obstruction or
jam.

3. Close the right door and allow the printer to clear the paper path.

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

Recommended action for call-center agents and onsite technicians

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Close the right door and allow the printer to clear the paper path.

4. If the error persists, check the registration sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor

c. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

106 Chapter 8 13.WX.YZ error messages ENWW

 d. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

e. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

5. Check the registration motor.

a. Run the test 100-0410, Registration Motor.

b. If the motor operation is normal, skip to the step for checking the fuser motor.

c. If the motor test fails check the cabling between the registration motor and the main board PCA.

d. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly

6. Check the fuser motor.

a. Run the test 109-0034, Fuser Motor Ready.

b. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

c. If the motor test fails check the cabling between the fuser motor and the main board PCA.

d. If the cabling is good, replace the fuser drive unit.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

7. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

13.B2.D1 Jam in tray 1

The paper did not reach the registration sensor when printing from tray 1 (MP tray).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 13.B2.D1 Jam in tray 1 107

 Recommended action for customers
1. Remove any jammed paper from tray 1.

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

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

1. Remove any jammed paper from tray 1.

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.

108 Chapter 8 13.WX.YZ error messages ENWW

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

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67918

For instructions: Removal and replacement: MP tray rollers

5. Test the printer paper path from tray 2. If tray 2 fails, check the registration sensor. If tray 2 passes, skip to
the step to check the tray 1 (MP) solenoid.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

ENWW 13.B2.D1 Jam in tray 1 109

 d. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

e. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

6. Check if the tray 1 (MP tray) solenoid operates correctly.

a. Make sure that tray 1 is open.

b. Run test 101-0271, MP Solenoid. Watch for the pickup rollers to move when the solenoid is actuated.

c. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray
1 (MP) unit.

d. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

For instructions: Removal and replacement: MP tray solenoid

7. Check the tray 1 drive unit.

a. Open the right door and run test 100–0420, Tray 1 Feed Motor.

b. Verify the motor is running by viewing the shaft in the following image.

110 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 101-0270, MP Clutch and verify the clutch is good by viewing the gear rotate in the following
image.

d. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.

e. If the connection is good, replace the feed drive motor, feed drive clutch or the feed drive unit for tray
1 as needed.

Feed drive motor part number: JC31-00132A

Feed drive clutch part number: JC47-00037A

Feed drive unit part number: JC93-01062A

For instructions: Removal and replacement: MP feed drive unit

13.B2.D2 Jam in tray 2

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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 2 and remove any jammed paper found.

ENWW 13.B2.D2 Jam in tray 2 111

 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 tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 2 and remove any jammed paper found.

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 tray 2 pick-up and feed rollers.

112 Chapter 8 13.WX.YZ error messages ENWW

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

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

6. If the error persists, check the registration sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

e. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

ENWW 13.B2.D2 Jam in tray 2 113

 For instructions: Removal and replacement: Registration assembly

7. Check if the tray 2 pre-feed sensor is functioning correctly.

a. Run test 102–0292, Pre Feed 2 Sensor.

b. Use a sheet of paper to trip the pre-feed sensor to ensure that it is functioning correctly.

c. If the pre-feed sensor does not function correctly, replace the sensor.

NOTE: Before replacing the part ensure the wire connection to the sensor and main board are good.

Part number: 0604-001490

For instructions: Removal and replacement: Prefeed sensor (pickup unit 1)

8. Check the tray 2 pickup drive unit.

a. Remove tray 2.

b. Run test 100-0370, Tray 2 Pick-Up Motor. Look inside the tray 2 opening and ensure that the pickup
roller is rotating freely.

c. If the tray 2 motor does not function correctly, check the wire harness connection of tray 2 pickup
drive unit.

d. If the tray 2 wire harness has no defects, replace the tray 2 pickup motor or pickup drive unit.

Pickup motor part number: JC93-01083A

Pickup drive part number: JC93-01063A

For instructions: Removal and replacement: Pickup drive unit 1

9. Check the tray 1 drive unit.

a. Open the right door and run test 100-0420, Tray 1 Motor.

114 Chapter 8 13.WX.YZ error messages ENWW

 b. Verify the motor is running by viewing the shaft in the following image.

c. If the motor does not function, check if wiring harness is connected correctly.

d. If the connection is good, replace the feed drive motor or the feed drive unit.

Feed drive motor part number: JC31-00132A

Feed drive unit part number: JC93-01062A

For instructions: Removal and replacement: MP feed drive unit

13.B2.D3
A paper jam occurred from tray 3.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper did not reach the registration sensor when printing from tray 3.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open tray 3 and remove any jammed paper found.

ENWW 13.B2.D3 115

 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 tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Test the printer paper path from tray 2 to see if a jam occurs at the registration jam sensor.

4. If a paper jam occurs at the registration jam sensor when printing from tray 2 perform the following steps.
If tray 2 passes skip to the step for checking tray 3.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

116 Chapter 8 13.WX.YZ error messages ENWW

 d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

5. Open tray 3. Remove any jammed paper from the tray.

6. 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.

7. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

8. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

ENWW 13.B2.D3 117

 For instructions: Removal and replacement: Tray 2-x rollers

9. Check the tray 3 pickup drive unit.

a. Remove tray 3.

b. Run test 100-0380, Tray 3 Pick-Up Motor. Look inside the tray 3 opening and ensure that the pickup
roller is rotating freely.

c. If the tray 3 motor does not function correctly, check the wire harness connection of tray 3 pickup
drive unit.

d. If the tray 3 wire harness has no defects, replace the tray 3 pickup motor or pickup drive unit.

Pickup motor part number: JC93-01083A

Pickup drive part number: JC93-01065A

For instructions: Removal and replacement: Pickup drive unit 2

10. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

13.B2.D4
A paper jam occurred from tray 4.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to reach the tray registration jam detection sensor when feeding from tray 4.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open the HP LaserJet Dual Cassette Department Feeder or 2,000 sheet HCI right cover. Remove any
jammed paper from the area.

4. Open tray 4. Remove any jammed paper from the tray.

118 Chapter 8 13.WX.YZ error messages ENWW

 5. 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.

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

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

Recommended action for call-center agents and onsite technicians

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

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

2. Open the HP LaserJet Dual Cassette Department Feeder or 2,000 sheet HCI right cover. Remove any
jammed paper from the area.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Test the printer paper path from tray 2 and tray 3 to see if a jam occurs at the registration jam sensor.

5. If a paper jam occurs at the registration jam sensor when printing from tray 2 and tray 3 perform the
following steps. If tray 2 and tray 3 passes, skip to the step for checking tray 4.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ENWW 13.B2.D4 119

 c. Run test 102–0360, Registration Sensor.

d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

6. Open tray 4. Remove any jammed paper from the tray.

7. 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.

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

120 Chapter 8 13.WX.YZ error messages ENWW

 9. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

10. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

13.B2.D5
Paper delay at registration sensor from tray 5.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open the dual cassette department feeder right cover or the 3,000 sheet feeder top cover. Remove any
jammed paper from the area.

4. Check the paper tray and remove any jammed paper from the tray.

5. 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.

6. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

ENWW 13.B2.D5 121

 3. Open the dual cassette department feeder right cover or the 3,000 sheet feeder top cover. Remove any
jammed paper from the area.

4. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

5. Test the printer paper path from tray 2 and tray 3 to see if a jam occurs at the registration jam sensor.

6. If a paper jam occurs at the registration jam sensor when printing from tray 2 and tray 3 perform the
following steps. If tray 2 and tray 3 passes, skip to the step for checking the paper tray.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

122 Chapter 8 13.WX.YZ error messages ENWW

 7. Check the paper tray and remove any jammed paper from the tray.

8. 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.

9. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

10. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

11. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

13.B2.D6
Paper delay at registration sensor from tray 6.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the area.

4. Ensure that the tray is not filled above the fill mark on the tray.

5. Check the tray 6 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

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

Recommended action for call-center agents and onsite technicians

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

ENWW 13.B2.D6 123

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the area.

4. Test the printer paper path from tray 2 and tray 3 to see if a jam occurs at the registration jam sensor.

5. If a paper jam occurs at the registration jam sensor when printing from tray 2 and tray 3 perform the
following steps. If tray 2 and tray 3 passes, skip to the step for checking the paper tray.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

124 Chapter 8 13.WX.YZ error messages ENWW

 6. Ensure that the tray is not filled above the fill mark on the tray.

7. Check the tray 6 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint free cloth.

8. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers

9. Check the tray 6 (3,000 sheet feeder) pickup motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the feed motor 100-0700, Tray 6 Pickup Motor.

c. If the test fails, check the wire harness connection to the pickup motor and the PCA.

d. If the connections are good, replace the sHCI pickup motor.

Part number: JC31-01083A

For instructions: Removal and replacement: Side HCI pickup motor

10. If the error persists, check the tray 6 paper feed motor.

a. Test the feed motor 101-0160, Tray 6 Feed Motor.

b. If the test fails, check the wire harness connection to the feed motor and the PCA.

c. If the connections are good, replace the feed motor.

Part number: JC31-00163A

For instructions: Removal and replacement: Side HCI feed motor

11. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

ENWW 13.B2.D6 125

 For instructions: Removal and replacement: Feed/MP drive unit

13.B2.DD
A paper delay jam occurred at the registration sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper did not reach the registration sensor when printing from the duplexer.

Recommended action for customers

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

2. Open the duplex path and remove any paper found.

Figure 8-3 Open the duplex path

Figure 8-4 Check for jams

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

Recommended action for call-center agents and onsite technicians

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

126 Chapter 8 13.WX.YZ error messages ENWW

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

2. Open the duplex path and remove any paper found.

Figure 8-5 Open the duplex path

Figure 8-6 Check for jams

3. Test the printer in the simplex mode to see if a jam occurs at the registration jam sensor.

4. If a paper jam occurs at the registration jam sensor when printing in simplex mode, perform the following
steps. If simplex mode passes, skip to the step for checking the paper feed motor.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ENWW 13.B2.DD 127

 c. Run test 102–0360, Registration Sensor.

d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

5. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit

6. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

128 Chapter 8 13.WX.YZ error messages ENWW

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness between the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

7. Run test 100–0430, Exit 2 Motor forward.

8. If the sensor test fails, check the wire harness between the exit drive and the main PCA.

9. If the wire harness is good, replace the exit drive motor.

Part number: JC93-00802A

13.B2.FF
Residual paper jam at registration sensor.

ENWW 13.B2.FF 129

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

When the machine is warming-up, jammed paper inside machine is detected.

The leading edge of the paper has not reached the registration sensor within the specified time.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the registration sensor.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

130 Chapter 8 13.WX.YZ error messages ENWW

 d. Use a sheet of paper to trip the registration sensor to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the registration sensor and the main board
PCA.

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly

Registration assembly part number: JC93-01116A

For instructions: Removal and replacement: Registration assembly

13.B4.Az
Paper stay jam at the loop sensor. A jam occurs because the rear of the paper fails to exit the loop detection
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 13.B4.A1 Stay jam when printing from tray 1

● 13.B4.A2 Stay jam when printing from tray 2

● 13.B4.A3 Stay jam when printing from tray 3

● 13.B4.A4 Stay jam when printing from tray 4

● 13.B4.A5 Stay jam when printing from tray 5

● 13.B4.A6 Stay jam when printing from tray 6

● 13.B4.AD Stay jam when printing from the duplexer

ENWW 13.B4.Az 131

 Recommended action for customers
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the loop detection sensor.

a. Ensure the sensor actuator moves freely and is not damaged.

b. If the actuator is damaged or the sensor does not function correctly, replace the T2 transfer (ITB).

Part number: JC93-01078A

For instructions: Removal and replacement: Intermediate transfer assembly

4. Test the registration assembly.

a. Run the test 100-0410, Registration Motor.

b. If the motor operation is normal, skip to the step for checking the paper feed motor.

c. If the motor test fails check the cabling between the registration motor and the main board PCA.

d. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly

5. If error persists, check the paper feed motor.

132 Chapter 8 13.WX.YZ error messages ENWW

 a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed drive assembly

13.B4.Dz
Paper delay jam at the loop sensor. A jam occurs because the paper failed to reach the loop detection sensor in
the required time.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 13.B4.D1 Delay jam when printing from tray 1

● 13.B4.D2 Delay jam when printing from tray 2

● 13.B4.D3 Delay jam when printing from tray 3

● 13.B4.D4 Delay jam when printing from tray 4

● 13.B4.D5 Delay jam when printing from tray 5

● 13.B4.D6 Delay jam when printing from tray 6

● 13.B4.DD Delay jam when printing from the duplexer

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the loop detection sensor.

a. Ensure the sensor actuator moves freely and is not damaged.

ENWW 13.B4.Dz 133

 b. If the actuator is damaged or the sensor does not function correctly, replace the T2 transfer (ITB).

Part number: JC93-01078A

For instructions: Removal and replacement: Intermediate transfer assembly

4. Check the fuser and exit drive.

a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the registration assembly.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

e. If the gear drive is clean replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Fuser drive part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

5. If the error persists, test the registration assembly.

a. Run the test 100-0410, Registration Motor.

b. If the motor test fails check the cabling between the registration motor and the main board PCA.

c. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly

134 Chapter 8 13.WX.YZ error messages ENWW

13.B4.FF jam in right door
Residual jam at turn on or after clearing at the loop detection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

2. Check the connections to the loop sensor which is located on the right door, just above the transfer roller

3. Check the right door connector (lowering the door too far during service can loosen the connector)

4. Replace the transfer assembly (JC93-01078A, contains the loop sensor)

There is no Service Diagnostic Test for the loop sensor. If it is functional, placing a piece of tape to hold
down the actuator will trigger the "13.B4.FF jam in right door" message.

13.B9.Az Fuser Jam

Fuser delivery stay jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The jam occurs because the rear of the paper fails to exit the fuser exit sensor.

This jam code might be caused by:

● An accordion jam at the fuser exit. Something is blocking the paper before the output rollers.

● The output bin rollers not turning. There is very little distance from the fuser exit and the output bin.

● A sticky fuser exit flag. If it is stuck, or even delayed momentarily in the activated position, A jam occurs.

● Issues with the duplexer. This error occurs only on duplex jobs. Simplex jobs will print OK.

Z = Fuser mode

● 13.B9.A1 Printing in Auto-Sense mode Normal.

● 13.B9.A2 Printing in fuser mode Normal.

● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.

● 13.B9.A4 Printing in fuser mode Heavy 1.

ENWW 13.B4.FF jam in right door 135

 ● 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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

136 Chapter 8 13.WX.YZ error messages ENWW

 b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between fuser exit sensor and main
board.

e. If the wire harness connection is OK, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393

For instructions: Removal and replacement: Fuser out sensor

5. If the sensor works normally, check the fuser and exit drive unit.

a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the output unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If it is damaged or if the
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Part number: JC93-01064A

ENWW 13.B9.Az Fuser Jam 137

 For instructions: Removal and replacement: Fuser output drive unit

6. Check the output unit.

a. Physically inspect the output path and gears for any obstructions or damage. If parts are damaged or
if obstructions cannot be cleared, replace the damaged part or output unit.

Output upper guide part number: JC90-01371A

Output lower guide part number: JC90-01372A

Output upper 2 part number: JC90-01374A

Output lower 2 part number: JC90-01375A

Output 1 part number: JC90-01370A

For instructions: Removal and replacement: Output unit

Exit 2 part number: JC90-01373A

b. Run test 101–0280, Return Gate Solenoid.

c. Check the wire harness connection to the solenoid.

d. If the connections are good, replace the output gate solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid

13.B9.Dz Jam in right door

Fuser delivery delay jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper failed to reach the fuser exit sensor in the required time.

Z = tray printing from

● 13.B9.D1 Fuser delivery delay jam when printing from tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from tray 2.

● 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.

138 Chapter 8 13.WX.YZ error messages ENWW

Recommended action for customers
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

ENWW 13.B9.Dz Jam in right door 139

 c. If the sensor operation is normal, skip to the step for checking the registration unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and
main board.

e. If the wire harness connection is OK, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393

For instructions: Removal and replacement: Fuser exit sensor

5. If the sensor works normally, check the registration unit.

a. Run the test 100-0410, Registration Motor.

b. If the motor operation is normal, skip to the step for checking the fuser and exit drive unit.

c. If the motor test fails check the cabling between the registration motor and the main board PCA.

d. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly

6. Check the fuser and exit drive unit.

a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the OPC drive unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

e. If the gear drive is clean replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Fuser drive part number: JC93-01064A

7. Check the OPC drive unit.

a. Run test 100-0044, Black Drum Motor.

b. Check the wire harness connection of the OPC drive unit.

c. If the connections are good, replace the motor, sub drive, or main drive.

OPC motor part number: JC31-00123B

140 Chapter 8 13.WX.YZ error messages ENWW

 Main sub drive part number: JC93-01048A

Main drive part number: JC93-01059A

For instructions: Removal and replacement: Main drive

d. Run test 100-0080, ITB Engage Motor.

e. Check the wire harness connection of the transfer engage drive.

f. If the connections are good, replace the transfer engage drive.

Part number: JC93-01068A

13.B9.FF Jam in right door

Residual paper jam at the fuser output sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

A jam occurs when paper is detected at the fuser exit sensor during warming up.

Recommended action for customers

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

ENWW 13.B9.FF Jam in right door 141

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

d. If the wire harness connection is OK, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393

For instructions: Removal and replacement: Fuser out sensor

13.D2.Az Jam in Right Door

Duplex paper jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

A jam occurs because the rear of the paper fails to exit the duplex 1 sensor.

Z = Fuser mode

● 13.D2.A1 Printing in Auto-Sense mode Normal.

● 13.D2.A2 Printing in fuser mode Normal.

● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.A4 Printing in fuser mode Heavy 1.

● 13.D2.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

142 Chapter 8 13.WX.YZ error messages ENWW

 ● 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

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

2. Open the duplex path and remove any paper found.

Figure 8-7 Open the duplex path

Figure 8-8 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

ENWW 13.D2.Az Jam in Right Door 143

 2. Open the duplex path and remove any paper found.

Figure 8-9 Open the duplex path

Figure 8-10 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

144 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 102-0380, Duplex Jam 1 Sensor.

d. If the sensor operation is normal, skip to the step for checking the exit 2 drive unit.

e. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

f. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

5. If the sensor works normally, check the exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the duplex 2 drive.

c. If the test fails, check the wire harness connection of Exit 2 drive unit.

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

6. Check the duplex 2 drive.

a. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

ENWW 13.D2.Az Jam in Right Door 145

 b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the sensor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

7. Inspect the duplex path for obstructions or damage. If parts are damaged replace them as needed.

Side cover guide part number: JC95-01969A

Side cover output part number: JC95-01968A

Side cover takeaway part number: JC95-01972A

13.D2.Dz Jam in Right Door

Duplex paper jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

A jam occurs because the paper fails to reach the duplex 1 sensor.

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.

146 Chapter 8 13.WX.YZ error messages ENWW

 ● 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

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

2. Open the duplex path and remove any paper found.

Figure 8-11 Open the duplex path

Figure 8-12 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

ENWW 13.D2.Dz Jam in Right Door 147

 2. Open the duplex path and remove any paper found.

Figure 8-13 Open the duplex path

Figure 8-14 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

148 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 102-0380, Duplex Jam 1 Sensor.

d. If the sensor operation is normal, skip to the step for checking the exit 2 drive unit.

e. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

f. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

5. If the sensor works normally, check the Exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the fuser and exit drive.

c. If the test fails, check the wire harness connection of Exit 2 drive unit.

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

6. Check the fuser and exit drive.

a. Run test 109-0034, Fuser Motor Ready.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A

220V fuser part number: JC91-01241A

ENWW 13.D2.Dz Jam in Right Door 149

 For instructions: Removal and replacement: Fuser

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

13.D2.FF Jam in Right Door

A jam occurs when the printer detects paper at the duplex 1 sensor during warming up.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

2. Open the duplex path and remove any paper found.

Figure 8-15 Open the duplex path

Figure 8-16 Check for jams

150 Chapter 8 13.WX.YZ error messages ENWW

 3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Open the duplex path and remove any paper found.

Figure 8-17 Open the duplex path

Figure 8-18 Check for jams

3. Check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

ENWW 13.D2.FF Jam in Right Door 151

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

d. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

e. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

13.D3.Az Jam in Right Door

Duplex paper jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

A jam occurs because the rear of the paper fails to exit the duplex 2 sensor.

Z = Fuser mode

● 13.D3.A1 Printing in Auto-Sense mode Normal.

● 13.D3.A2 Printing in fuser mode Normal.

● 13.D3.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.A4 Printing in fuser mode Heavy 1.

● 13.D3.A5 Printing in fuser mode Heavy 2.

● 13.D3.A6 Printing in fuser mode Heavy 3.

● 13.D3.A7 Printing in fuser mode Glossy paper 1.

● 13.D3.A8 Printing in fuser mode Glossy paper 2.

152 Chapter 8 13.WX.YZ error messages ENWW

 ● 13.D3.A9 Printing in fuser mode Glossy paper 3.

● 13.D3.AB Printing in fuser mode Transparency.

● 13.D3.AC Printing in fuser mode Label.

● 13.D3.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

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

2. Open the duplex path and remove any paper found.

Figure 8-19 Open the duplex path

Figure 8-20 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer.

4. If the error persists after clearing jams, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

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

ENWW 13.D3.Az Jam in Right Door 153

 2. Open the duplex path and remove any paper found.

Figure 8-21 Open the duplex path

Figure 8-22 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer.

4. Check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

154 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 102-0390, Duplex Jam 2 Sensor.

d. If the sensor operation is normal, skip to the step for checking the duplex 2 drive.

e. If the sensor does not work, check the wire harness connection between the right door and the
sensor and the main board.

f. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

g. If the wire harness connection is OK and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor

5. Check the duplex 2 drive.

a. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

ENWW 13.D3.Az Jam in Right Door 155

 b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the sensor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

6. Inspect the duplex path for obstructions or damage. If parts are damaged replace them as needed.

Side cover guide part number: JC95-01969A

Side cover output part number: JC95-01968A

Side cover takeaway part number: JC95-01972A

7. If error persists, check the paper feed motor.

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive assembly

13.D3.Dz Jam in Right Door

A jam occurs because the paper fails to reach the duplex 2 sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Z = Fuser mode

● 13.D3.D1 Printing in Auto-Sense mode Normal.

● 13.D3.D2 Printing in fuser mode Normal.

156 Chapter 8 13.WX.YZ error messages ENWW

 ● 13.D3.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.D4 Printing in fuser mode Heavy 1.

● 13.D3.D5 Printing in fuser mode Heavy 2.

● 13.D3.D6 Printing in fuser mode Heavy 3.

● 13.D3.D7 Printing in fuser mode Glossy paper 1.

● 13.D3.D8 Printing in fuser mode Glossy paper 2.

● 13.D3.D9 Printing in fuser mode Glossy paper 3.

● 13.D3.DB Printing in fuser mode Transparency.

● 13.D3.DC Printing in fuser mode Label.

● 13.D3.DD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

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

2. Open the duplex path and remove any paper found.

Figure 8-23 Open the duplex path

Figure 8-24 Check for jams

ENWW 13.D3.Dz Jam in Right Door 157

 3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Open the duplex path and remove any paper found.

Figure 8-25 Open the duplex path

Figure 8-26 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

158 Chapter 8 13.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102-0390, Duplex Jam 2 Sensor.

d. If the sensor operation is normal, skip to the step for checking the duplex 2 drive.

e. If the sensor does not work, check the wire harness connection between the right door and the
sensor and the main board.

f. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

g. If the wire harness connection is OK and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor

5. Check the duplex 2 drive.

a. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

ENWW 13.D3.Dz Jam in Right Door 159

 b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the sensor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

6. Inspect the duplex path for obstructions or damage. If parts are damaged replace them as needed.

Side cover guide part number: JC95-01969A

Side cover output part number: JC95-01968A

Side cover takeaway part number: JC95-01972A

13.D3.FF Jam in Right Door

A jam occurs when the printer detects paper at the duplex 2 sensor during warming up.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

160 Chapter 8 13.WX.YZ error messages ENWW

 2. Open the duplex path and remove any paper found.

Figure 8-27 Open the duplex path

Figure 8-28 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

ENWW 13.D3.FF Jam in Right Door 161

 2. Open the duplex path and remove any paper found.

Figure 8-29 Open the duplex path

Figure 8-30 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

162 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 102-0390, Duplex Jam 2 Sensor.

d. If the sensor does not work, check the wire harness connection between the right door and the
sensor and the main board.

e. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

f. If the wire harness connection is OK and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor

13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 13.E1.A1 Paper stay jam going to top output tray.

● 13.E1.A2 Paper stay jam going to main output tray.

● 13.E1.A3 Paper stay jam going to booklet output tray.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

ENWW 13.E1.AZ 163

 2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

2. Turn the printer off, and then on.

3. Check the IPTU input sensor.

164 Chapter 8 13.WX.YZ error messages ENWW

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

4. Check the IPTU feed motor.

a. Run test 113–2560, 2 Bin Finisher Bridge 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 IPTU motor.

Part number: JC90-01402A

13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the type of
paper that the printer is currently set to print on.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 13.E1.Dz 165

 The output destination (output flag is missing or sensor is bad)

This error might be caused when the 1st exit is missing the output flag because it was set up for an inner finisher
or a output device/bridge and they are missing or unplugged.Once installed, the finisher or bridge cannot be
remove with out reinstalling the bin full actuator and run the printer without them.During installation, retain the
actuator for later use.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

166 Chapter 8 13.WX.YZ error messages ENWW

 1. Check if the IPTU or inline finisher have been removed and the printer is being used without an output
device.

This error might be caused when the 1st exit is missing the output flag because it was set up for an inner
finisher or a output device/bridge and they are missing or unplugged.Once installed, the finisher or bridge
cannot be remove with out reinstalling the bin full actuator and run the printer without them.During
installation, retain the actuator for later use.

2. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

3. Turn the printer off, and then on.

4. Check the IPTU input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

ENWW 13.E1.Dz 167

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

5. Check the IPTU feed motor.

a. Run test 113–2560, 2 Bin Finisher Bridge 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 IPTU motor.

Part number: JC90-01402A

13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

168 Chapter 8 13.WX.YZ error messages ENWW

 2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

2. Turn the printer off, and then on.

3. Check the IPTU input sensor.

ENWW 13.E1.FF 169

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the connector to the
sensor at the finisher.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

Part number: 0604-001415

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

13.E2.FF
Paper detected at the IPTU middle sensor when initialized.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

170 Chapter 8 13.WX.YZ error messages ENWW

 2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then
close the door.

2. Turn the printer off, and then on.

3. Check the IPTU middle sensor.

ENWW 13.E2.FF 171

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

13.E7.Az
Paper stay jam in exit area.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper trailing edge failed to exit the Exit 2 paper sensor in the time limit.

172 Chapter 8 13.WX.YZ error messages ENWW

Recommended action for customers
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the Exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

4. Check the Exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the fuser and exit drive.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

5. Test the fuser and exit drive.

ENWW 13.E7.Az 173

 a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the exit unit.

b. Check the wire harness connection of fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

6. If the error persists, check the exit unit.

a. Remove the exit unit.

b. Check if the return sensor is connected correctly.

c. Check if the return sensor actuator is broken or deformed.

d. Replace the output upper 2 unit as needed.

e. Check if the output gate solenoid is connected correctly. If the connection is OK, replace the solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid

13.E7.Dz
Paper jam in exit area.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper jam has occurred around the fuser unit. (The jJob separator connection is defective, or the actuator exit
unit is defective.)

174 Chapter 8 13.WX.YZ error messages ENWW

Recommended action for customers
1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

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

Recommended action for call-center agents and onsite technicians

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

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

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the Exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

4. Check the exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the fuser and exit drive.

c. If the test fails, check the wire harness connection of Exit 2 drive unit

d. If the wire harness connection is OK, replace the output upper 2 unit.

Part number: JC90-01374A

5. Test the fuser and exit drive.

ENWW 13.E7.Dz 175

 a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the exit unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit

6. If the error persists, check the exit unit.

a. Remove the exit unit.

b. Check if the return sensor is connected correctly.

c. Check if the return sensor actuator is broken or deformed.

d. Replace the output upper 2 unit as needed.

Part number: JC90-01374A

e. Check if the output gate solenoid is connected correctly. If the connection is OK, replace the solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid

7. Check the output unit.

a. Physically inspect the output path and gears for any obstructions or damage. If parts are damaged or
if obstructions cannot be cleared, replace the damaged part or output unit.

Output upper guide part number: JC90-01371A

Output lower guide part number: JC90-01372A

Output upper 2 part number: JC90-01374A

Output lower 2 part number: JC90-01375A

Output 1 part number: JC90-01370A

For instructions: Removal and replacement: Output unit

176 Chapter 8 13.WX.YZ error messages ENWW

 Exit 2 part number: JC90-01373A

b. Run test 101–0280, Return Gate Solenoid.

c. Check the wire harness connection to the solenoid.

d. If the connections are good, replace the output gate solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● Inner Finisher: Recommended action for customers

● Stapler/Stacker - Booklet Maker: Recommended action for customers

● Inner finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

● 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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 177

 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.

e. Close the covers and slide the inner finisher into place.

178 Chapter 8 13.WX.YZ error messages ENWW

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

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

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 179

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

180 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 181

 3. If the error persists, turn the printer off, and then on.

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

Inner finisher: Recommended action for call-center agents and onsite technicians
1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

182 Chapter 8 13.WX.YZ error messages ENWW

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 183

 g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor

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. Ensure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

184 Chapter 8 13.WX.YZ error messages ENWW

 For instructions: Removal and replacement: Inner finisher entrance sensor

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
1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 185

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

186 Chapter 8 13.WX.YZ error messages ENWW

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, check the finisher input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

ENWW 13.60.A1, 13.60.A2 or 13.60.A3 187

 c. If the sensor reads “High”, attempt to clear the sensor and actuator using a folded piece of paper or
card stock. Move the paper in and out and back and forth in the following location.

d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: 0604-001415

5. If the sensor tests functions correctly, check the entrance motor.

a. Run test 113–2570 2 Bin Finisher Entrance Motor.

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

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

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor

6. If all other troubleshooting has been performed and the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher controller PCA

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.

● Inner Finisher: Recommended action for customers

● Stapler/Stacker - Booklet Maker: Recommended action for customers

● Inner finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

188 Chapter 8 13.WX.YZ error messages ENWW

 ● 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

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.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 189

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

190 Chapter 8 13.WX.YZ error messages ENWW

 g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

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

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 191

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

192 Chapter 8 13.WX.YZ error messages ENWW

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Inner finisher: Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 193

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

194 Chapter 8 13.WX.YZ error messages ENWW

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 195

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor

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. Ensure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

For instructions: Removal and replacement: Inner finisher entrance sensor

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

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

196 Chapter 8 13.WX.YZ error messages ENWW

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 197

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

198 Chapter 8 13.WX.YZ error messages ENWW

 4. If the error persists, check the finisher input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. If the sensor reads “High”, attempt to clear the sensor and actuator using a folded piece of paper or
card stock. Move the paper in and out and back and forth in the following location.

d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher entrance sensor

5. If the sensor tests functions correctly, check the IPTU motor.

a. Run test 113–2560 2 Bin Finisher Bridge Feed Motor.

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

c. Retest the entrance motor. If the test fails, replace the IPTU feed motor.

Part number: JC90-01402A

6. If the motor test functions correctly, check the IPTU middle sensor.

ENWW 13.60.D1, 13.60.D2 or 13.60.D3 199

 a. Make sure the IPTU middle sensor actuator moves freely.

b. Run test 113–2071, 2 Bin Finisher Bridge Middle Sensor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the middle sensor to
the finisher PCA.

d. Retest the sensor. If the test fails replace the middle sensor or sensor actuator as needed.

Sensor part number: 0604-001415

Actuator part number: JC66-04569A

13.60.FF
The entrance sensor detects paper when the finisher starts.

● Inner Finisher: Recommended action for customers

● Stapler/Stacker - Booklet Maker: Recommended action for customers

● Inner finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

200 Chapter 8 13.WX.YZ error messages ENWW

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

ENWW 13.60.FF 201

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or 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, please contact customer support.

202 Chapter 8 13.WX.YZ error messages ENWW

Stapler/Stacker - Booklet Maker: Recommended action for customers
1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

ENWW 13.60.FF 203

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

204 Chapter 8 13.WX.YZ error messages ENWW

 3. If the error persists, turn the printer off, and then on.

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

Inner finisher: Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

ENWW 13.60.FF 205

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

206 Chapter 8 13.WX.YZ error messages ENWW

 g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor

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. Ensure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

ENWW 13.60.FF 207

 For instructions: Removal and replacement: Inner finisher entrance sensor

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
1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

208 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

ENWW 13.60.FF 209

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, check the finisher input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

210 Chapter 8 13.WX.YZ error messages ENWW

 c. If the sensor reads “High”, attempt to clear the sensor and actuator using a folded piece of paper or
card stock. Move the paper in and out and back and forth in the following location.

d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: 0604-001415

5. If the sensor tests functions correctly, check the entrance motor.

a. Run test 113–2570 2 Bin Finisher Entrance Motor.

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

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

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor

6. If all other troubleshooting has been performed and the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher controller PCA

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

ENWW 13.63.AZ 211

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

212 Chapter 8 13.WX.YZ error messages ENWW

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or 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, please contact customer support.

ENWW 13.63.AZ 213

 Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

214 Chapter 8 13.WX.YZ error messages ENWW

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

ENWW 13.63.AZ 215

 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: Removal and replacement: Inner finisher entrance sensor

4. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

216 Chapter 8 13.WX.YZ error messages ENWW

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

ENWW 13.63.DZ 217

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or 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, please contact customer support.

218 Chapter 8 13.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

ENWW 13.63.DZ 219

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

220 Chapter 8 13.WX.YZ error messages ENWW

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor

4. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor

5. Check the finisher input sensor.

ENWW 13.63.DZ 221

 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: Removal and replacement: Inner finisher entrance sensor

6. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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.

222 Chapter 8 13.WX.YZ error messages ENWW

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

ENWW 13.63.F0 223

 f. Remove any jammed paper or 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, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

224 Chapter 8 13.WX.YZ error messages ENWW

 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.

e. Close the covers and slide the inner finisher into place.

ENWW 13.63.F0 225

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

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: Removal and replacement: Inner finisher entrance sensor

4. Check the finisher exit sensor.

226 Chapter 8 13.WX.YZ error messages ENWW

 a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.84.A1 or 13.84.D1
The paper failed to reach the top tray exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

ENWW 13.84.A1 or 13.84.D1 227

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

228 Chapter 8 13.WX.YZ error messages ENWW

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.Please upgrade to Firmware Version
4.6.0.1 after clearing initial jam and before going into further troubleshooting.

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

ENWW 13.84.A1 or 13.84.D1 229

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

230 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

ENWW 13.84.A1 or 13.84.D1 231

 4. If the error persists, check the top jam unit and top lower unit for damage or parts not correctly seated. If
damage is seen and cannot be corrected, replace the following parts as needed.

Finisher sub-top lower part number: JC90-01454A

Finisher sub-top jam part number: JC90-01455A

5. If the error persists, check the finisher top exit sensor.

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.

232 Chapter 8 13.WX.YZ error messages ENWW

 d. Ensure that when the actuator is not pressed the sensor reads “Low”. If it does not, press and release
the sensor actuator flag multiple times and retest.

e. If the sensor actuator flag continually sticks or is damaged in any way, replace the following parts as
needed.

Actuator top output part number: JC66-04525A

Top sensor spring part number: JC61-07411A

f. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness
from the exit sensor to the finisher PCA.

g. If the sensor still fails, replace the sensor.

Part number: 0604-001415

6. If the sensor tests functions correctly, check the entrance motor.

a. Run test 113–2570 2 Bin Finisher Entrance Motor.

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

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

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor

7. If the error persists, check the finisher input sensor.

a. Run test 113-2080, 2 Bin Finisher Entrance sensor.

b. Using a folded piece of paper or card stock ensure the sensor changes from “Low” to “High when
tripped and Get Status is touched.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
from the input sensor to the finisher PCA.

d. Retest the sensor. If the sensor still fails, replace the sensor.

Part number: 0604-001415

8. Check the finisher exit motor.

ENWW 13.84.A1 or 13.84.D1 233

 a. Run test 113–2530 2 Bin Finisher Eject 1 Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

c. Retest the motor. If the motor still does not function correctly, replace the motor.

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed exit motor

9. If all other troubleshooting has been performed and the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher controller PCA

13.84.A2 or 13.84.D2
The paper failed to reach the main output tray exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

234 Chapter 8 13.WX.YZ error messages ENWW

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

ENWW 13.84.A2 or 13.84.D2 235

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

236 Chapter 8 13.WX.YZ error messages ENWW

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

ENWW 13.84.A2 or 13.84.D2 237

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

238 Chapter 8 13.WX.YZ error messages ENWW

 4. If the error persists, check the finisher main exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

c. Use a sheet of paper to trip the sensor.

d. Ensure that the sensor reading changes from “Low” to “High” when the paper is inserted and Get
Status is touched.

e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness
from the exit sensor to the finisher PCA.

f. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

5. If the sensor tests functions correctly, check the entrance motor.

a. Run test 113–2570 2 Bin Finisher Entrance Motor.

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

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

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor

ENWW 13.84.A2 or 13.84.D2 239

 6. Check the finisher main exit motor.

a. Run test 113–2540 2 Bin Finisher Eject 2 Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

c. Retest the motor. If the motor still does not function correctly, replace the motor.

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed exit motor

7. If the error persists, check the finisher input sensor.

a. Run test 113-2080, 2 Bin Finisher Entrance sensor.

b. Using a folded piece of paper or card stock ensure the sensor changes from “Low” to “High when
tripped and Get Status is touched.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
from the input sensor to the finisher PCA.

d. Retest the sensor. If the sensor still fails, replace the sensor.

Part number: 0604-001415

8. If all other troubleshooting has been performed and the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher controller PCA

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

240 Chapter 8 13.WX.YZ error messages ENWW

Recommended action for customers
1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

ENWW 13.84.F0 241

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

242 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

ENWW 13.84.F0 243

 3. If the error persists, check the top jam unit and top lower unit for damage or parts not correctly seated. If
damage is seen and cannot be corrected, replace the following parts as needed.

Finisher sub-top lower part number: JC90-01454A

Finisher sub-top jam part number: JC90-01455A

4. If the error persists, check the finisher top exit sensor.

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.

244 Chapter 8 13.WX.YZ error messages ENWW

 d. Ensure that when the actuator is not pressed the sensor reads “Low”. If it does not, press and release
the sensor actuator flag multiple times and retest.

e. If the sensor actuator flag continually sticks or is damaged in any way, replace the following parts as
needed.

Actuator top output part number: JC66-04525A

Top sensor spring part number: JC61-07411A

f. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness
from the exit sensor to the finisher PCA.

g. If the sensor still fails, replace the sensor.

Part number: 0604-001415

5. Check the finisher main exit sensor.

a. Run test 113-2090, 2 Bin Finisher Main Exit sensor.

b. Use a sheet of paper to trip the sensor.

c. Ensure that the sensor reading changes from “Low” to “High” when the paper is inserted and Get
Status is touched.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness
from the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

6. Check the finisher exit motor.

a. Run test 113–2530 2 Bin Finisher Eject 1 Motor.

b. Run test 113–2540 2 Bin Finisher Eject 2 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.

d. Retest the motor. If the motor still does not function correctly, replace the motor.

Part number: JC90-01459A

ENWW 13.84.F0 245

 For instructions: Removal and replacement: Finisher feed exit motor

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

246 Chapter 8 13.WX.YZ error messages ENWW

 c. Check for jams in the indicated area.

d. Open the finisher front cover and the 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.

b. Check the top entrance to the booklet maker.

ENWW 13.90.A3 247

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

248 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and the 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.

ENWW 13.90.A3 249

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor

250 Chapter 8 13.WX.YZ error messages ENWW

 a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.

d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.

e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

5. If the sensor test is good, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

ENWW 13.90.D3 251

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

252 Chapter 8 13.WX.YZ error messages ENWW

 d. Open the finisher front cover and the 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.

b. Check the top entrance to the booklet maker.

ENWW 13.90.D3 253

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

254 Chapter 8 13.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and the 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.

ENWW 13.90.D3 255

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor

256 Chapter 8 13.WX.YZ error messages ENWW

 a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and the Get Status.

d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.

e. If the reading is still high, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

5. If the sensor functions correctly, test the booklet entrance 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 motor.

Part number: JC93-001152A

For instructions: Removal and replacement: Booklet feed motor

6. If the sensor and motor test good, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

13.92.FF
Paper stay jam at the booklet unit exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 13.92.FF 257

 Recommended action for customers
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.

c. Open the booklet entrance jam access door and check for paper or obstructions.

258 Chapter 8 13.WX.YZ error messages ENWW

 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, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

ENWW 13.92.FF 259

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

260 Chapter 8 13.WX.YZ error messages ENWW

 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. Check the booklet exit sensor.

a. Use a piece of paper to trip the exit sensor.

ENWW 13.92.FF 261

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–3120, Booklet Fold Paper Exit Sensor.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

4. Check the booklet fold motor.

a. Run test, 113–3510, Booklet Fold 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 fold motor.

Part number: JC93-01154A

For instructions: Removal and replacement: Booklet fold motor

5. If the error persists, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

262 Chapter 8 13.WX.YZ error messages ENWW

13.98.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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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.

ENWW 13.98.A3 263

 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.

264 Chapter 8 13.WX.YZ error messages ENWW

 f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

b. Check the top entrance to the booklet maker.

ENWW 13.98.A3 265

 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.

266 Chapter 8 13.WX.YZ error messages ENWW

 3. Check the booklet exit sensor

a. Use a piece of paper to trip the exit sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–3120, Booklet Fold Paper Exit Sensor.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

4. Check the booklet fold motor.

a. Run test, 113–3510, Booklet Fold 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 fold motor.

Part number: JC93-01154A

For instructions: Removal and replacement: Booklet fold motor

5. Check the booklet knife motor.

ENWW 13.98.A3 267

 a. Run test, 113–3550, Booklet Knife 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 knife motor.

Part number: JC93-010144A

6. If the error persists, replace the booklet maker PCA.

Part number: JC92-02790B

13.98.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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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.

268 Chapter 8 13.WX.YZ error messages ENWW

 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.

ENWW 13.98.D3 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, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

270 Chapter 8 13.WX.YZ error messages ENWW

 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.

ENWW 13.98.D3 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. Check the booklet exit sensor

a. Use a piece of paper to trip the exit sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

272 Chapter 8 13.WX.YZ error messages ENWW

 c. Run test 113–3120, Booklet Fold Paper Exit Sensor.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

4. 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: Removal and replacement: Booklet feed motor

5. If the error persists, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

ENWW 13.98.D3 273

274 Chapter 8 13.WX.YZ error messages ENWW
9 20.WX.YZ error messages

● 20.* errors

ENWW 275
 20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

● Recommended action

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

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

276 Chapter 9 20.WX.YZ error messages ENWW

10 30.WX.YZ error messages

● 30.* errors

● 30.01.09 Scanner motor locked

● 30.01.41

● 30.01.56 Scanner Error, power off/on

ENWW 277
 30.* errors
Errors in the 30.* family are related to the flatbed scanner.

● Recommended action

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

1. 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.

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.

30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Make sure the scanner lock screw is removed.

278 Chapter 10 30.WX.YZ error messages ENWW

 3. Turn the printer on.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off.

2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. Open the automatic document feeder and verify the LED scan bar moves while opening.

5. If the error persists, check the scanner motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/document feeder Test Routines

b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex Registration
Sensor.

c. If the motor does not function correctly, replace the stepping motor.

Part number: JC31-00158A

ENWW 30.01.09 Scanner motor locked 279

 30.01.41
Scanner communication error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections between the formatter and main board PCA.

4. reassemble the printer and turn it on.

5. If the error persists, please collect 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 Generate debug data and then touch Start. (This step takes approximately 1 minute.)

e. Select Retrieve Diagnostic Data.

f. Check Create Zipped debug data.

g. reomve the check from Clean up debug data.

h. Select Save to USB drive.

i. Select Save.

If the file size is smaller than 10Mb then correct log has not been captured.

30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs with the
CIP6 board.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

280 Chapter 10 30.WX.YZ error messages ENWW

Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the problem persists, check the following:

a. Turn the printer off.

b. Remove the scanner rear cover.

c. Check if the connector on the scan joint board is connected correctly (CN6).

3. Check the document feeder board and connectors.

a. Remove the automatic document feeder rear cover.

b. Check if the connector on the document feeder board is connected correctly.

For the LX automatic document feeder check (CN 2). If the inside end of wire harness connection is
raise, it will display 30.01.56 error on control panel.

For GX series automatic document feeder, check if the connector on the document feeder board is
connected correctly (CN9). If the inside end of wire harness connection is raise, it will display 30.01.56
error on control panel.

Figure 10-1 PCA Cable

ENWW 30.01.56 Scanner Error, power off/on 281

 c. If connectors are properly seated on the automatic document feeder PCA, then check continuity of
cable from automatic document feeder to Scan Joint board. If the cable is bad replace cable.

Part number: (elevate case for cable)

d. If the connection is OK, replace the scan-joint board.

Part number: JC92-02781A

For instructions:

E82540-E82560 and E87640-E87660: Removal and replacement: Scan joint board

E72525-E72535 and E77822-E77830: Removal and replacement: Scan joint board

282 Chapter 10 30.WX.YZ error messages ENWW

11 31.WX.YZ error messages

● 31.* errors

● 31.13.00

● 31.03.38 and 31.03.39

● 31.03.40 and 31.03.41

● 31.13.01

● 31.13.02

● 31.13.03

● 31.13.04

● 31.13.05

ENWW 283
 31.* errors
Errors in the 31.* family are related to the document feeder.

● Recommended action

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

1. Verify the 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.

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.

31.13.00
Multipick jam in document feeder.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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.

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.

284 Chapter 11 31.WX.YZ error messages ENWW

 5. Ensure a good quality paper is being used and 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 off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then selectMulti-feed Detection.

d. one multi-feed detection is selected, select the Off option.

This will turn off the multi-feed detection for the current job only.

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

Recommended action for call-center agents and onsite technicians

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.

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 meets the specifications for the document feeder..

6. Close the 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 off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then selectMulti-feed Detection.

d. one multi-feed detection is selected, select the Off option.

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: he document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

8. If the error persist across multiple jobs, check if there is any problem in the operating parts including the
motor.

a. Open the following menus:

ENWW 31.13.00 285

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.

c. If the motor does not function correctly, replace the lift motor for the flow document feeder.

Part number: JC31-00009C

9. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor. It the
sensor fails, replace the sensor.

Part number: 0604-001381

10. Replace the scan-joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.

● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.

Recommended action for customers

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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

286 Chapter 11 31.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the 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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operation of the parts related to the error.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0186, Document Scanin Release Motor Forward

● 05-0187, Document Scanin Release Motor Backward

● 05-0153, Document Scanin Release Sensor

● 05-0154, Document Separation Up Down Sensor

c. Replace the following parts as needed.

Scan-in release motor part number: JC31-00009C

Scan-in sensor part number: 0604-001381

Separation sensor part number: 0604-001381

5. Replace the scan-joint board.

Part number : JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.

ENWW 31.03.40 and 31.03.41 287

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.

● 31.03.41 The document feeder pickup cam is not working.

Recommended action for customers

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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the 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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operation of the parts related to the error.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0130, Document Pickup Motor Forward

● 05-0131, Document Pickup Motor Backward

● 05-0140, Document Pickup Roller Detect Sensor

288 Chapter 11 31.WX.YZ error messages ENWW

 ● 05-0184, Document Pickup Release Motor Forward

● 05-0185, Document Pickup Release Motor Backward

c. Replace the following parts as needed.

Pickup motor part number: JC31-00132A

Pickup release motor part number: JC31-00009C

Pickup roller detect sensor part number: 0604-001381

5. Replace the scan-joint board.

Part number : JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the 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 door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

ENWW 31.13.01 289

 4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is slightly
lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector, test.

Figure 11-1 CN9 connection

5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
cable.

Part number: (elevate case to get cable)

6. For GX series automatic document feeders, check if there is any problem in the operating parts including
the motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.

c. If the motor does not function correctly, replace the lift motor for the flow document feeder.

Part number: JC31-00009C

7. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor. It the
sensor fails, replace the sensor.

Part number: 0604-001381

290 Chapter 11 31.WX.YZ error messages ENWW

 8. Replace the document feeder PCA

Part number (LX): JC92-02962A

Part number (GX): JC92-02964A

Part number (sGX): JC92-02964B

9. If the error persists, replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.13.02
Original paper jam in front of the scanner

● Recommended action for customers

● LX scanner recommended action for call-center agents and onsite technicians

● GX scanner recommended action for call-center agents and onsite technicians

Recommended action for customers

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. 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.

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

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover.

a. Push and release the pick-up module.

ENWW 31.13.02 291

 b. Check if the pick-up module returns to the original position.

c. Check if the spring is deformed. If the spring is defective, replace the spring.

Part number: 6107-003581

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

292 Chapter 11 31.WX.YZ error messages ENWW

 1. Open the following menus:

– Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

– Scanner Diagnostics

– Scanner/Document Feeder Test Routines

2. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

ENWW 31.13.02 293

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001381

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly, replace the document feeder open cover.

Part number: JC97-04869A

For instructions:

dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles)

z bundles: Removal and replacement: Document feeder jam-access cover (z bundles)

4. If this error occurs continually, check the duplex registration sensor.

294 Chapter 11 31.WX.YZ error messages ENWW

 a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:

dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles)

z bundles: Removal and replacement: Document feeder contact image sensor (z bundles)

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

6. If this error occurs continually, check the document feeder scan out sensor.

ENWW 31.13.02 295

 a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A

For instructions: Removal and replacement: Document feeder front motor

9. Replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.13.03
Jam in the automatic document feeder.

● Recommended action for customers

● LX scanner recommended action for call-center agents and onsite technicians

296 Chapter 11 31.WX.YZ error messages ENWW

 ● GX scanner recommended action for call-center agents and onsite technicians

When feeding the original, the front end of the original reached the feed sensor and the paper was fed the
designated distance, but the rear end of the original failed to get out of the feed sensor.

Recommended action for customers

1. Open and then close the top door 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 customer support.

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

1. Open and then close the top door of the automatic document feeder and check whether the problem
occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator, check that the actuator returns to its original position.

b. Check if the registration actuator returns to the original position.

c. Use the sensor test to check the correct operation of the sensor.

ENWW 31.13.03 297

 1. Open the following menus:

– Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

– Scanner Diagnostics

– Scanner/Document Feeder Test Routines

2. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

Figure 11-2 Sensor location

298 Chapter 11 31.WX.YZ error messages ENWW

 a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly, replace the automatic document feeder assembly.

Part number: Non- Flow ADF assembly - JC97-04954A

5. Check the reflect film. If it is contaminated, clean it.

6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If the wire
harness connector is pull out slightly on the outside edge from the CN2 connector, then the automatic
document feeder will give a 31.13.03 error. Reseat the cable and test.

Figure 11-3 PCA connector

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

ENWW 31.13.03 299

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0050, Document Feed Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001381

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:

dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles)

z bundles: Removal and replacement: Document feeder jam-access cover (z bundles)

4. If this error occurs continually, check the duplex registration sensor.

300 Chapter 11 31.WX.YZ error messages ENWW

 a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:

dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles)

z bundles: Removal and replacement: Document feeder contact image sensor (z bundles)

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

6. If this error occurs continually, check the document feeder scan out sensor.

ENWW 31.13.03 301

 a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A

For instructions: Removal and replacement: Document feeder front motor

9. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.13.04
Jam in the automatic document feeder.

● Recommended action for customers

● LX scanner recommended action for call-center agents and onsite technicians

302 Chapter 11 31.WX.YZ error messages ENWW

 ● GX scanner recommended action for call-center agents and onsite technicians

Foreign substances are in the simplex scan sensor.

Recommended action for customers

1. Open and 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. 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.

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

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

1. Open the following menus:

ENWW 31.13.04 303

 – Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

– Scanner Diagnostics

– Scanner/Document Feeder Test Routines

2. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

5. Check the reflect film. If it is contaminated, clean it.

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the simplex registration sensor.

304 Chapter 11 31.WX.YZ error messages ENWW

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:

dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles)

z bundles: Removal and replacement: Document feeder jam-access cover (z bundles)

3. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:

dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles)

z bundles: Removal and replacement: Document feeder contact image sensor (z bundles)

ENWW 31.13.04 305

 4. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

5. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

6. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

306 Chapter 11 31.WX.YZ error messages ENWW

 7. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A

For instructions: Removal and replacement: Document feeder front motor

8. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

31.13.05
Original paper jam in the exit area of scanner

● Recommended action for customers

● LX scanner recommended action for call-center agents and onsite technicians

● GX scanner recommended action for call-center agents and onsite technicians

When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor and the
paper was fed the designated distance, but the rear end of the original failed to get out of the duplex scan
sensor.

Recommended action for customers

1. Open and 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. 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.

LX scanner recommended action for call-center agents and onsite technicians

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

The following troubleshooting is only for the LX scanner. For troubleshooting for the GX scanner, see the next
comlpete section titled "GX scanner recommended action for call-center agents and onsite technicians ".

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

ENWW 31.13.05 307

 1. Open the document feeder cover. If there is jammed paper, remove it.

2. If this error occurs continually, check the registration sensor and the registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

1. Open the following menus:

– Support Tools

– Service

NOTE: The service PIN for this printer is: 04087617

– Service Tools

– Diagnostics

– Scanner Diagnostics

– Scanner/Document Feeder Test Routines

2. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.

a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.

308 Chapter 11 31.WX.YZ error messages ENWW

 Callout 1 - Scan 2 sensor.

Callout 2 - Exit sensor.

b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).

Part number: Non Flow ADF – LX Kit - JC97-04954A

c. If the exit sensor fails, replace the DSDF exit assembly.

Part number: JC97-04663A

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. If this error occurs continually, check the document feeder scan out sensor.

a. Open the following menus:

ENWW 31.13.05 309

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0071, Document Scan Read Sensor 2.

c. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

3. Check the following motors.

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

4. As needed, replace the failing motor.

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A

For instructions: Removal and replacement: Document feeder front motor

5. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board

310 Chapter 11 31.WX.YZ error messages ENWW

12 32.WX.YZ error messages

● 32.* errors

● 32.08.A1, 32.08.A2, 32.08.A3

● 32.1C.05

● 32.1C.06 (event code)

● 32.1C.07 (event code)

● 32.1C.08 (event code)

● 32.1C.09 (event code)

● 32.1C.0A (event code)

● 32.1C.0D (event code)

● 32.1C.11 (event code)

● 32.1C.13, 32.1C.14

● 32.1C.15

● 32.1C.2E

● 32.1C.2F

● 32.1C.40

● 32.1C.41

● 32.1C.42

● 32.1C.43

● 32.1C.44

● 32.1C.45

● 32.1C.46

● 32.1C.47

● 32.1C.48

● 32.1C.49

ENWW 311
 ● 32.1C.4A

● 32.1C.56

● 32.1C.57

● 32.1C.58

● 32.1C.60

● 32.1C.61

● 32.1C.62

● 32.1C.68

● 32.1C.69

● 32.1C.6A

● 32.1C.6D

312 Chapter 12 32.WX.YZ error messages ENWW

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

● Recommended action

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

1. Turn the product off, and then on.

2. Retry the job.

ENWW 32.* errors 313

 32.08.A1, 32.08.A2, 32.08.A3
An event related to starting the printer.

● No action necessary

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

No action necessary

314 Chapter 12 32.WX.YZ error messages ENWW

32.1C.05
The restore job ticket was submitted with invalid credentials.

● Recommended action

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

ENWW 32.1C.05 315

 32.1C.06 (event code)
The backup job ticket was submitted with invalid credentials.

● Recommended action

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

316 Chapter 12 32.WX.YZ error messages ENWW

32.1C.07 (event code)
Backup restore permissions error.

● Recommended action

There was an error during the creation, read, or write of the restore file.

Recommended action
▲ Retry the job.

ENWW 32.1C.07 (event code) 317

 32.1C.08 (event code)
Not enough disk space to perform backup/restore, or a network share issue.

● Recommended action

There was an error during the creation, read, or write of the backup file.

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device and check the network share settings.

4. Check the network share.

318 Chapter 12 32.WX.YZ error messages ENWW

32.1C.09 (event code)
Tried to restore a backup file that was not valid for this printer.

● Recommended action

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.

Recommended action
▲ Use a valid backup file.

ENWW 32.1C.09 (event code) 319

 32.1C.0A (event code)
Backup file is invalid.

● Recommended action

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

320 Chapter 12 32.WX.YZ error messages ENWW

32.1C.0D (event code)
Backup/restore failed, auto-reboot failed, or the printer might be busy.

● Recommended action

Recommended action
▲ Reboot, and then retry the backup/restore.

ENWW 32.1C.0D (event code) 321

 32.1C.11 (event code)
Backup/restore time-out while communicating with the engine.

● Recommended action

The backup operation was aborted because the printer is busy.

Recommended action
▲ Wait until the printer is idle, and then try again.

322 Chapter 12 32.WX.YZ error messages ENWW

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

● Recommended action

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
▲ Free up disk space, and then try again.

ENWW 32.1C.13, 32.1C.14 323

 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

Recommended action
▲ Use the current backup file.

324 Chapter 12 32.WX.YZ error messages ENWW

32.1C.2E
The restore operation was aborted because the printer is busy.

● Recommended action

Recommended action
1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

ENWW 32.1C.2E 325

 32.1C.2F
Reset failure.

● Recommended action

Recommended action
▲ Turn the printer off then on, and then retry.

326 Chapter 12 32.WX.YZ error messages ENWW

32.1C.40
The backup operation completed successfully (informational).

● No action necessary

No action necessary

ENWW 32.1C.40 327

 32.1C.41
The backup operation encountered an error (informational).

● No action necessary

No action necessary

328 Chapter 12 32.WX.YZ error messages ENWW

32.1C.42
The backup operation completed, but with a warning message (informational).

● No action necessary

No action necessary

ENWW 32.1C.42 329

 32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be restored
(informational).

● No action necessary

No action necessary

330 Chapter 12 32.WX.YZ error messages ENWW

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).

● No action necessary

No action necessary

ENWW 32.1C.44 331

 32.1C.45
Some data was not included in the backup file (informational).

● No action necessary

No action necessary

332 Chapter 12 32.WX.YZ error messages ENWW

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).

● No action necessary

No action necessary

ENWW 32.1C.46 333

 32.1C.47
Some data was not restored from the backup file (informational).

● No action necessary

No action necessary

334 Chapter 12 32.WX.YZ error messages ENWW

32.1C.48
The backup job ticket was submitted using an invalid network path.

● Recommended action

Recommended action
1. Check that a shared folder was provided as part of the network path (not blank).

2. Check that the server and the shared folder exists.

3. Check that the user has permission to access the shared folder on the provided server.

ENWW 32.1C.48 335

 32.1C.49
The backup job ticket was submitted with a bad encryption.

● Recommended action

Recommended action
▲ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

336 Chapter 12 32.WX.YZ error messages ENWW

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

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

ENWW 32.1C.4A 337

 32.1C.56
Reset aborted. Backup/restore in progress (informational).

● No action necessary

No action necessary

338 Chapter 12 32.WX.YZ error messages ENWW

32.1C.57
Reset aborted (informational).

● No action necessary

No action necessary

ENWW 32.1C.57 339

 32.1C.58
Unknown reset error (informational).

● No action necessary

No action necessary

340 Chapter 12 32.WX.YZ error messages ENWW

32.1C.60
The restore operation completed successfully (informational).

● No action necessary

No action necessary

ENWW 32.1C.60 341

 32.1C.61
The restore operation encountered an error.

● Recommended action

Recommended action
▲ Review the error log to see specific details about the failure.

342 Chapter 12 32.WX.YZ error messages ENWW

32.1C.62
The restore operation completed, but with a warning message.

● Recommended action

Recommended action
▲ Review the error log to see specific details about the failure.

ENWW 32.1C.62 343

 32.1C.68
The restore job ticket was submitted using an invalid network path.

● Recommended action

Recommended action
1. Check that a shared folder was provided as part of the network path (not blank).

2. Check that the server and the shared folder exist.

3. Check that the 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

344 Chapter 12 32.WX.YZ error messages ENWW

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

● Recommended action

Recommended action
▲ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the backup file.

ENWW 32.1C.69 345

 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

Recommended action
▲ Retry the job.

346 Chapter 12 32.WX.YZ error messages ENWW

32.1C.6D
An unusual error occurred when running the restore operation.

● Recommended action

Recommended action
▲ Retry the job.

ENWW 32.1C.6D 347

348 Chapter 12 32.WX.YZ error messages ENWW
13 33.WX.YZ error messages

● 33.* errors

● 33.01.xx

● 33.05.0z SureStart errors

● 33.05.1x Whitelisting errors

● 33.05.2x Intrusion detection errors

ENWW 349
 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

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

▲ Install the correct component for this printer.

350 Chapter 13 33.WX.YZ error messages ENWW

33.01.xx
A save or restore process has occurred.

● No action necessary

● 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.

No action necessary

ENWW 33.01.xx 351

 33.05.0z SureStart errors
A SureStart error has occurred.

● Recommended action

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
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.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

352 Chapter 13 33.WX.YZ error messages ENWW

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.

● Recommended action

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot menu.

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP LaserJet Enterprise, go to:HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual. Doc ID c04863614.

ENWW 33.05.1x Whitelisting errors 353

 33.05.2x Intrusion detection errors
The intrustion detection system has encountered an error.

● Recommended action

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action
▲ Turn the printer off then on.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turn off then
on to clear the error allowing the device to reboot to Ready.

NOTE: With firmware version 3.7 the error “A disk or boot error has occurred. Clear Error. Press Any Key” is
displayed when selecting Continue from the Preboot menu after encountering a 33.05.2X error. This message
should be ignored

For more information on SureStart, go to HP LaserJet Enterprise, go to:HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual. Doc ID c04863614.

354 Chapter 13 33.WX.YZ error messages ENWW

14 40.WX.YZ error messages

● 40.* errors

● 40.00.01 USB I/O buffer overflow To continue, touch “OK”

● 40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

● 40.00.03 EIO <x> buffer overflow To continue, touch “OK”

● 40.00.04 EIO <x> bad transmission To continue, touch “OK”

● 40.00.05 Embedded I/O bad transmission To continue, touch “OK”

● 40.08.0x USB storage accessory removed

● 40.0x.05 USB storage accessory removed

ENWW 355
 40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect cards, or
EIO cards.

● Recommended action

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

1. Touch OK to clear the message.

2. Remove and then reinstall the accessory.

356 Chapter 14 40.WX.YZ error messages ENWW

40.00.01 USB I/O buffer overflow To continue, touch “OK”
The USB buffer has overflowed.

● Recommended action

Recommended action
1. Touch the OK button to print the transferred date (some data might be lost).

2. Check the host configuration.

ENWW 40.00.01 USB I/O buffer overflow To continue, touch “OK” 357
 40.00.02 Embedded I/O buffer overflow To continue, touch “OK”
The product has experienced a JetDirect buffer overflow.

● Recommended action

Recommended action
1. Touch the OK button to print the transferred date (some data might be lost).

2. Check the host configuration.

358 Chapter 14 40.WX.YZ error messages ENWW

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

Recommended action
▲ Touch the OK button to print the transferred date (some data might be lost).

ENWW 40.00.03 EIO <x> buffer overflow To continue, touch “OK” 359
 40.00.04 EIO <x> bad transmission To continue, touch “OK”
● Recommended action

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

360 Chapter 14 40.WX.YZ error messages ENWW

40.00.05 Embedded I/O bad transmission To continue, touch “OK”
The USB device has been removed.

● Recommended action

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

ENWW 40.00.05 Embedded I/O bad transmission To continue, touch “OK” 361
 40.08.0x USB storage accessory removed
The USB storage accessory has been removed.

● No action necessary

x = 0 or 1; information code.

Secure file erase is enabled.

No action necessary

362 Chapter 14 40.WX.YZ error messages ENWW

40.0x.05 USB storage accessory removed
The USB storage accessory was removed.

● No action necessary

x = 1, 2, 3, 5, or 6; information code.

No action necessary

ENWW 40.0x.05 USB storage accessory removed 363

364 Chapter 14 40.WX.YZ error messages ENWW
15 41.WX.YZ error messages

● 41.* errors

● 41.03.YZ Unexpected size in tray <X>

● 41.03.FZ Unknown Misprint Error

ENWW 365
 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

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

1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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.

366 Chapter 15 41.WX.YZ error messages ENWW

Recommended action for customers
1. Touch OK to use another tray.

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

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

Recommended action for call-center agents and onsite technicians

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.

ENWW 41.03.YZ Unexpected size in tray <X> 367

 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: JC90-01610A

Tray 3 part number: JC90-01611A

Tray 4 part number: JC90-01652A

Tray 5 part number: JC90-01654A

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: 04087617

● Service Tools

368 Chapter 15 41.WX.YZ error messages ENWW

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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:

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 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

1. Touch OK to use another tray.

ENWW 41.03.FZ Unknown Misprint Error 369

 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

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.

370 Chapter 15 41.WX.YZ error messages ENWW

 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: JC90-01610A

Tray 3 part number: JC90-01611A

Tray 4 part number: JC90-01652A

Tray 5 part number: JC90-01654A

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: 04087617

● Service Tools

ENWW 41.03.FZ Unknown Misprint Error 371

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

372 Chapter 15 41.WX.YZ error messages ENWW

16 42.WX.YZ error messages

● 42.* errors

● 42.B0.01

ENWW 373
 42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

● Recommended action

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

1. 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 Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

374 Chapter 16 42.WX.YZ error messages ENWW

42.B0.01
Missing string in firmware error.

● Recommended action

Recommended action
1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

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

ENWW 42.B0.01 375

376 Chapter 16 42.WX.YZ error messages ENWW
17 44.WX.YZ error messages

● 44.* errors

● 44.01.xx Error Event log message

● 44.02.xx Error Event log message (Multifunction product only.)

● 44.03.xx Error Event log message

● 44.04.xx Error Event log message (Multifunction product only.)

● 44.05.xx Error Event log message (Multifunction product only.)

● 44.07.xx Error Event log message (Multifunction product only.)

● 44.08.xx Error Event log message (Multifunction product only.)

● 44.10.xx Error Event log message (Multifunction product only.)

● 44.11.0E Error Event log message (Multifunction product only.)

● 44.11.xx Error Event log message (Multifunction product only.)

● 44.12.0E Error Event log message (Multifunction product only.)

● 44.12.xx Error Event log message (Multifunction product only.)

● 44.16.01 Error Event log message (Multifunction product only.)

● 44.16.02 Error Event log message (Multifunction product only.)

● 44.16.03 Error Event log message (Multifunction product only.)

● 44.16.04 Error Event log message (Multifunction product only.)

● 44.16.05 Error Event log message (Multifunction product only.)

● 44.16.06 Error Event log message (Multifunction product only.)

● 44.16.07 Error Event log message (Multifunction product only.)

● 44.16.08 Error Event log message (Multifunction product only.)

● 44.16.09 Error Event log message (Multifunction product only.)

● 44.16.0A Error Event log message (Multifunction product only.)

● 44.16.0B Error Event log message (Multifunction product only.)

ENWW 377
 ● 44.16.0D Error Event log message (Multifunction product only.)

● 44.16.0E Error Event log message (Multifunction product only.)

● 44.16.0F Error Event log message (Multifunction product only.)

● 44.16.10 Error Event log message (Multifunction product only.)

● 44.16.FF Error Event log message (Multifunction product only.)

● 44.34.xx Error Event log message

● 44.90.xx, 44.91.xx, 44.92.xx Error Event log message

378 Chapter 17 44.WX.YZ error messages ENWW

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

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

1. 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, and 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.

ENWW 44.* errors 379

 44.01.xx Error Event log message
A digital send error has occurred.

● Recommended action

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on and retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

380 Chapter 17 44.WX.YZ error messages ENWW

44.02.xx Error Event log message (Multifunction product only.)
Personal address book error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

● Recommended action for customers

● Recommended action

Recommended action for customers

▲ Try to send the job again.

Recommended action
1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

ENWW 44.02.xx Error Event log message (Multifunction product only.) 381
 44.04.xx Error Event log message (Multifunction product only.)
A Digital Send Email error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

382 Chapter 17 44.WX.YZ error messages ENWW

44.05.xx Error Event log message (Multifunction product only.)
A Digital Send Folder Job error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

ENWW 44.05.xx Error Event log message (Multifunction product only.) 383
 44.07.xx Error Event log message (Multifunction product only.)
Digital Send Remote Printer Job Error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

384 Chapter 17 44.WX.YZ error messages ENWW

44.08.xx Error Event log message (Multifunction product only.)
SharePoint Job Error has occurred.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

ENWW 44.08.xx Error Event log message (Multifunction product only.) 385
 44.10.xx Error Event log message (Multifunction product only.)
A send to email error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

386 Chapter 17 44.WX.YZ error messages ENWW

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

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.11.0E Error Event log message (Multifunction product only.) 387
 44.11.xx Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

Recommended action

388 Chapter 17 44.WX.YZ error messages ENWW

44.12.0E Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.12.0E Error Event log message (Multifunction product only.) 389
 44.12.xx Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

390 Chapter 17 44.WX.YZ error messages ENWW

44.16.01 Error Event log message (Multifunction product only.)
A digital send error has occurred while trying to create file type.

● Recommended action

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

ENWW 44.16.01 Error Event log message (Multifunction product only.) 391
 44.16.02 Error Event log message (Multifunction product only.)
The destination URL was found to be invalid or unreachable.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

392 Chapter 17 44.WX.YZ error messages ENWW

44.16.03 Error Event log message (Multifunction product only.)
The destination URL is not a SharePoint site.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

ENWW 44.16.03 Error Event log message (Multifunction product only.) 393
 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

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

394 Chapter 17 44.WX.YZ error messages ENWW

44.16.05 Error Event log message (Multifunction product only.)
Credentials do not have write access to the SharePoint destination.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

ENWW 44.16.05 Error Event log message (Multifunction product only.) 395
 44.16.06 Error Event log message (Multifunction product only.)
Upload of image file failed. Reason unknown.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

396 Chapter 17 44.WX.YZ error messages ENWW

44.16.07 Error Event log message (Multifunction product only.)
Upload of image file failed.

● Recommended action

The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the scanned
pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web server's
maximum form submission length.

ENWW 44.16.07 Error Event log message (Multifunction product only.) 397
 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

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some files, and
then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage quota limit.

398 Chapter 17 44.WX.YZ error messages ENWW

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

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in the SharePoint job
configuration to verify no folder or filename exceeds the maximum of 128 characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing the
filename (which could include prefix or suffix).

ENWW 44.16.09 Error Event log message (Multifunction product only.) 399
 44.16.0A Error Event log message (Multifunction product only.)
Upload of the image file failed.

● Recommended action

The image file already exists on the server and is checked out for editing by another user.

Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked out on
the SharePoint site.

2. If the error persists, use a different filename for the job.

400 Chapter 17 44.WX.YZ error messages ENWW

44.16.0B Error Event log message (Multifunction product only.)
Upload of the image file failed.

● Recommended action

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

ENWW 44.16.0B Error Event log message (Multifunction product only.) 401
 44.16.0D Error Event log message (Multifunction product only.)
Encountered an unexpected processing error while transferring attachments to the destination SharePoint.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

402 Chapter 17 44.WX.YZ error messages ENWW

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

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.16.0E Error Event log message (Multifunction product only.) 403
 44.16.0F Error Event log message (Multifunction product only.)
Not enough memory to process the current SharePoint Job.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small jobs.

2. Repeat this process if the error persists until job goes through.

404 Chapter 17 44.WX.YZ error messages ENWW

44.16.10 Error Event log message (Multifunction product only.)
The SharePoint server is using an invalid certificate.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or send the
job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

ENWW 44.16.10 Error Event log message (Multifunction product only.) 405
 44.16.FF Error Event log message (Multifunction product only.)
An unexpected error occurred in the SharePoint resource device code.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

406 Chapter 17 44.WX.YZ error messages ENWW

44.34.xx Error Event log message
A fax error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.

ENWW 44.34.xx Error Event log message 407

 44.90.xx, 44.91.xx, 44.92.xx Error Event log message
A fax error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.

408 Chapter 17 44.WX.YZ error messages ENWW

18 45.WX.YZ error messages

● 45.00.07

● 45.00.1C

● 45.00.70

45.00.07
Failed to connect to host or proxy.

● Recommended action for customers

● Recommended action for call center technicians and onsite agents

The communication between the formatter and the main board failed.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu. 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

1. Turn the printer off, and then on.

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

Recommended action for call center technicians and onsite agents

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 and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

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

ENWW 45.00.07 409

 ● Recommended action for customers

● Recommended action for call center technicians and onsite agents

There is and issue with the communication connection between the main board and formatter board 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, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call center technicians and onsite agents

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 and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

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.

● Recommended action for customers

● Recommended action for call center technicians and onsite agents

Typically the RJ45 cable between the main board and formatter is disconnected.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

410 Chapter 18 45.WX.YZ error messages ENWW

 a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

ENWW 45.00.70 411

412 Chapter 18 45.WX.YZ error messages ENWW
19 46.WX.YZ error messages

● 46.* 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.

● Recommended action

● Recommended action

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print driver

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

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check the
configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.

4. Upgrade the printer firmware.

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

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

1. 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.

ENWW 46.* error messages 413

 3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)

414 Chapter 19 46.WX.YZ error messages ENWW

20 47.WX.YZ error messages

● 47.* errors

● 47.00.xx

● 47.01.xx

● 47.02.xx

● 47.03.xx

● 47.04.xx

● 47.05.xx

● 47.06.xx

● 47.FC.yz Printer Calibration Failed To continue, touch “OK”

ENWW 415
 47.* errors
Errors in the 47.* family indicate an internal error has occurred.

● Recommended action

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

1. 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 Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

416 Chapter 20 47.WX.YZ error messages ENWW

47.00.xx
Back channel internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

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 Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

ENWW 47.00.xx 417

 47.01.xx
Image transformer internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

418 Chapter 20 47.WX.YZ error messages ENWW

47.02.xx
Job parser internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.02.xx 419

 47.03.xx
Print job internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

420 Chapter 20 47.WX.YZ error messages ENWW

47.04.xx
Print spooler 9100 internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.04.xx 421

 47.05.xx
Print spooler framework internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

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 Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

422 Chapter 20 47.WX.YZ error messages ENWW

47.06.xx
Print application internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.06.xx 423

 47.FC.yz Printer Calibration Failed To continue, touch “OK”
The device is unable to access or implement one of the image patterns files.

● Recommended action

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action
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.

424 Chapter 20 47.WX.YZ error messages ENWW

 3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

ENWW 47.FC.yz Printer Calibration Failed To continue, touch “OK” 425

426 Chapter 20 47.WX.YZ error messages ENWW
21 48.WX.YZ error messages

● 48.* errors

● 48.0D.01 Remote Image Disk error

ENWW 427
 48.* errors
Errors in the 48.* family indicate an internal error has occurred.

● Recommended action

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

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)

428 Chapter 21 48.WX.YZ error messages ENWW

48.0D.01 Remote Image Disk error
The hard disk drive on the main board PCA has experienced an error.

● Recommended action

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive

ENWW 48.0D.01 Remote Image Disk error 429

430 Chapter 21 48.WX.YZ error messages ENWW
22 49.WX.YZ error messages

● 49.13.01

● 49.XX.YY Error To continue turn off then on

49.13.01
Error in the native video pipeline.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Please go to the following document for troubleshooting procedures:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E87640-E87660 -

49.13.0 in solid condition (Emerging Issue)

ENWW 49.13.01 431

 49.XX.YY Error To continue turn off then on
A firmware error occurred.

● Recommended action

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
NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a bad
USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:

HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

432 Chapter 22 49.WX.YZ error messages ENWW

23 50.WX.YZ error messages

● 50.* errors

● 50.FF.01 Fuser error

● 50.FF.02 Fuser error

● 50.FF.03 Fuser error

● 50.FF.04 Fuser error

● 50.FF.05 Fuser error

● 50.FF.06 Fuser error

● 50.FF.07 Fuser error

● 50.FF.08 Fuser error

● 50.FF.09 Fuser error

● 50.FF.0A Fuser error

● 50.FF.0B Fuser error

● 50.FF.0C Fuser error

● 50.FF.0D Fuser error

● 50.FF.0E Fuser error

● 50.FF.0F Fuser error

● 50.FF.10 Fuser error

● 50.FF.11 Fuser error

● 50.FF.12 Fuser error

● 50.FF.13 Fuser error

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

● Recommended action for customers

● Recommended action

ENWW 50.* errors 433

 Recommended action for customers
1. Turn the printer off, and then on.

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

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

1. 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 required temperature.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

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.

434 Chapter 23 50.WX.YZ error messages ENWW

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

6. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

ENWW 50.FF.01 Fuser error 435

 E87640-E87660: Removal and replacement: Fuser unit

7. If the problem persists, replace the main board or the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The pressure control unit (cam unit) of the fuser is abnormal.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 remove and then reinstall the fuser.

436 Chapter 23 50.WX.YZ error messages ENWW

 2. Ensure that the 4 fuser screws are securely fastened.

NOTE:

Figure 23-1 Fuser screws

3. If the error persists, check the pressure control unit.

a. Remove the fuser.

ENWW 50.FF.02 Fuser error 437

 b. Visibly check if the rotating "flag" (called a cam) on the fuser is damaged or deformed.

NOTE: Use your thumb to rotate the fuser and check the cam flag and make sure the cut-out is not
damaged. If it is damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

4. With the fuser out, ensure the fuser gap sensor is functioning correctly using the Engine Diagnostics in
service mode.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

438 Chapter 23 50.WX.YZ error messages ENWW

 b. Run test 109–0140 Fuser Gap Sensor. Using a piece of paper or another flat device, manually trip the
sensor to ensure that it functions correctly. If the sensor does not function correctly, replace it.

Part number: 0604-001393

5. Test the fuser gap motor using test 109–0130 Fuser Gap Motor.

If the motor does not function correctly, replace the fuser drive unit.

Part number: JC93-01064A

For instructions:

E82540-E82560: Removal and replacement: Fuser output drive unit

E87640-E87660: Removal and replacement: Fuser output drive unit

6. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

ENWW 50.FF.02 Fuser error 439

 50.FF.03 Fuser error
The fuser unit cannot warm up. The temperature of the fuser is less than a certain temperature

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The thermistor can’t measure temperature. The heat-roller will not heat-up.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

440 Chapter 23 50.WX.YZ error messages ENWW

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

ENWW 50.FF.03 Fuser error 441

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.04 Fuser error

A fault occurred in the center thermistor, center lamp, or center heater control circuit.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

A FSA error of the center thermistor's temperature slope occurred.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

442 Chapter 23 50.WX.YZ error messages ENWW

 3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

ENWW 50.FF.04 Fuser error 443

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.05 Fuser error

A fault occurred in the center thermistor, center lamp, or center heater control circuit.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

A FSA error of the center thermistor's temperature slope occurred.

Recommended actions for customers

1. Turn the printer off, and then on.

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

444 Chapter 23 50.WX.YZ error messages ENWW

Recommended actions for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

ENWW 50.FF.05 Fuser error 445

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

446 Chapter 23 50.WX.YZ error messages ENWW

50.FF.06 Fuser error
Temperature of the thermistor is higher than the maximum allowable temperature.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The fuser (center) temperature is more than the permitted temperature for a certain amount of time.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

ENWW 50.FF.06 Fuser error 447

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

448 Chapter 23 50.WX.YZ error messages ENWW

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.07 Fuser error

Temperature of the thermistor is higher than the maximum allowable temperature.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The fuser (center) temperature is more than the permitted temperature for a certain amount of time.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

ENWW 50.FF.07 Fuser error 449

 3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

450 Chapter 23 50.WX.YZ error messages ENWW

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.08 Fuser error

The temperature of the fuser changed suddenly (abnormal ADC).

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

ENWW 50.FF.08 Fuser error 451

 1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

6. If the problem persists, replace the fuser drive board.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

50.FF.09 Fuser error

The temperature of the center of the fuser changed suddenly (abnormal ADC).

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

452 Chapter 23 50.WX.YZ error messages ENWW

 1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

ENWW 50.FF.09 Fuser error 453

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

454 Chapter 23 50.WX.YZ error messages ENWW

50.FF.0A Fuser error
The temperature of the center of the fuser changed suddenly (abnormal ADC).

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

ENWW 50.FF.0A Fuser error 455

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

456 Chapter 23 50.WX.YZ error messages ENWW

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0B Fuser error

The temperature control of the fuser is abnormal.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The thermistor can’t measure the temperature. The heat-roller will not heat-up, or the temperature of the fuser
increases abnormally.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

ENWW 50.FF.0B Fuser error 457

 3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

458 Chapter 23 50.WX.YZ error messages ENWW

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0C Fuser error

The temperature control of the fuser is abnormal.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

ENWW 50.FF.0C Fuser error 459

 Recommended actions for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

460 Chapter 23 50.WX.YZ error messages ENWW

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

ENWW 50.FF.0C Fuser error 461

 50.FF.0D Fuser error
The temperature measured in the thermistor remains less than the minimum temperature permitted during
printing.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

462 Chapter 23 50.WX.YZ error messages ENWW

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

ENWW 50.FF.0D Fuser error 463

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0E Fuser error

The temperature measured by the central thermistor is much lower than the control temperature.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

464 Chapter 23 50.WX.YZ error messages ENWW

 3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

ENWW 50.FF.0E Fuser error 465

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0F Fuser error

The temperature measured in the central thermistor is much lower than the target temperature after the warm-
up period.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

466 Chapter 23 50.WX.YZ error messages ENWW

Recommended actions for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

ENWW 50.FF.0F Fuser error 467

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

468 Chapter 23 50.WX.YZ error messages ENWW

50.FF.10 Fuser error
The temperature measured by the side thermistor is much lower than the control temperature.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

ENWW 50.FF.10 Fuser error 469

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

470 Chapter 23 50.WX.YZ error messages ENWW

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.11 Fuser error

The temperature measured in the side thermistor is much lower than the target temperature after the warm-up
period.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser low heat error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

ENWW 50.FF.11 Fuser error 471

 3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

472 Chapter 23 50.WX.YZ error messages ENWW

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.12 Fuser error

The printer detected that the temperature of the fuser is higher than the permitted limit.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser over temperature error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

ENWW 50.FF.12 Fuser error 473

 Recommended actions for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

474 Chapter 23 50.WX.YZ error messages ENWW

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

ENWW 50.FF.12 Fuser error 475

 50.FF.13 Fuser error
The printer detected that the temperature of the fuser is higher than the permitted limit.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Fuser over temperature error.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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.

If at any time during the troubleshooting the error is found to be caused by a torn fuser roller sleeve, go to the
following document for instructions: HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or
50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. 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.

5. 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.

476 Chapter 23 50.WX.YZ error messages ENWW

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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

E87640-E87660: Removal and replacement: Fuser unit

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

Part number: TBD

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions:

E82540-E82560: Removal and replacement: Fuser unit

ENWW 50.FF.13 Fuser error 477

 E87640-E87660: Removal and replacement: Fuser unit

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B

For instructions:

E82540-E82560: Removal and replacement: Fuser drive board

E87640-E87660: Removal and replacement: Fuser drive board

LVPS Type–5 110V part number: JC44-00249A

LVPS Type–5 220V part number: JC44-00250A

Main board part number: JC92-02922C

For instructions:

E82540-E82560: Removal and replacement: Main board

E87640-E87660: Removal and replacement: Main board

NOTE: The main board PCA should be the last part replaced if needed.

478 Chapter 23 50.WX.YZ error messages ENWW

24 54.WX.YZ error messages

● 54.* errors

● 54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors

● 54.DD.05, 54.DD.06 and 54.DD.07 error

● 54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

54.* errors
Errors in the 54.* family are related to the image-formation system.

● Recommended action customers

● Recommended action call-center agents and onsite technicians

Recommended action 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. Ensure the printer is running the most current version of firmware.

3. Check the supplies status page to verify that toner cartridges or the transfer kit are not past their useful
life. Replace supplies as necessary.

4. For color printers, inspect the transfer belt for damage, and replace it if necessary.

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

Recommended action 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 supplies status page to verify that the toner cartridges, TCU, or the transfer kit are not past their
useful life. Replace the supplies as necessary.

ENWW 54.* errors 479

 3. For color printers, inspect the transfer belt for damage, and replace it if necessary.

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.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors

The non-contact sensor in the fuser unit is defective. The sensor signal is abnormal.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 54.00.01 The center thermistor sensor has a short circuit.

● 54.00.02 The center thermistor sensor has an open circuit.

● 54.00.03 The side thermistor sensor has a short circuit.

● 54.00.04 The side thermistor sensor has a open circuit.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, Check the fuser.

a. Run the fuser temperature test.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.

c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.

d. If the temperature test is normal, replace the main board PCA.

Part number: JC92-02958A

480 Chapter 24 54.WX.YZ error messages ENWW

 For instructions: Removal and replacement: Main board PCA

e. If the temperature test is abnormal, turn the printer off and remove the fuser.

f. Test the resistance of the fuser on the following pins:

● 2 and 3

● 2 and 4

● 5 and 6

● 5 and 7

The reading should be 50KΩ ~ 65KΩ (@ 25 °C) for pins 5 and 6 and 280KΩ ~ 500KΩ (@ 25 °C) for all
others. If the measurement is not in this range, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

g. If the resistance measures OK, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

3. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● 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.

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

● Recommended action for call-center agents and onsite technicians

ENWW 54.DD.05, 54.DD.06 and 54.DD.07 error 481

 ● 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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser.

a. Open the right side cover.

b. Remove the fuser.

c. Check the connector between the fuser and the engine for damage. Replace the fuser as needed.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

d. Remove the rear cover.

482 Chapter 24 54.WX.YZ error messages ENWW

 e. Disconnect and reconnect the connector 3 to the fuser on the main board PCA.

Figure 24-1 Main board PCA

f. If the connection is OK, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

3. If the all previous checks are OK, or if the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

4. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● 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.

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.

ENWW 54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 483
 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 54.DD.08 The outer temperature sensor is faulty or not connected.

● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

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

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 temperature sensor.

a. Turn the printer off.

b. Remove the control panel bezel.

1. Open the document feeder, and then remove three screws.

2. Place the control panel in the upright position.

3. Gently pry the control panel bezel from the center screw hole, and the pry from the center of
the control panel bezel to the edge release.

CAUTION: Do not pry against the scanner glass when removing the control panel bezel.

484 Chapter 24 54.WX.YZ error messages ENWW

 c. Disconnect and reconnect the connector between the temperature sensor and the main board PCA to
ensure the connectors are seated correctly and are not damaged.

Figure 24-2 Connector 21 on the main board PCA

d. Turn the printer on, and retest.

e. If the error persists, replace the temperature/humidity sensor.

Part number: JC93-00486A

3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

ENWW 54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 485
486 Chapter 24 54.WX.YZ error messages ENWW
25 56.WX.YZ error messages

● 56.* errors

ENWW 487
 56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

● Recommended action

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

1. 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.

488 Chapter 25 56.WX.YZ error messages ENWW

26 57.WX.YZ error messages

● 57.* errors

● 57.00.01, 57.00.02 Fan failure

● 57.00.05, 57.00.06, Fan failure

● 57.00.07, 57.00.08, Fan failure

● 57.00.09, 57.00.10, Fan failure

● 57.00.11, 57.00.12, Fan failure

● 57.00.13, 57.00.14, Fan failure

● 57.00.19, 57.00.20 Developer fan error

● 57.00.25

● 57.00.27 Fan error

57.* errors
Errors in the 57.* family indicate a problem with a fan.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please 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.

ENWW 57.* errors 489

 1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and then
on, and listen for noise coming from the area of each fan. Replace any fan that is not making noise.

2. Remove enough parts to access the DC controller or the power supply PCA. Check the connections from
each fan to the DC controller or power supply PCA. Reseat them if necessary.

3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the voltage
between the connectors for each fan and the DC controller. If the voltage changes from 0V to
approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at 0V,
replace the DC controller.

57.00.01, 57.00.02 Fan failure

Switching mode power supply (SMPS) fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.

● 57.00.02 The SMPS fan was activated, but it did not start.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. 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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0260, SMPS Fan Run.

c. If the fan does not function, remove the rear cover.

490 Chapter 26 57.WX.YZ error messages ENWW

 d. Check if the corresponding fan connector is connected correctly.

Fan location

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number:JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check 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 main board.

Part number:JC92-02958A

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans

57.00.05, 57.00.06, Fan failure

Exit fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.05 The exit fan was not activated, but the printer indicates that it is operating.

● 57.00.06 The exit fan was activated, but the printer indicates that it is stopped.

ENWW 57.00.05, 57.00.06, Fan failure 491

 Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0046, Exit Fan Run and test 109–0047, Exit Fan Run Ready.

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 output assembly (which includes the Exit Fans).

Part number: JC90-01369A

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

492 Chapter 26 57.WX.YZ error messages ENWW

 a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00161A

57.00.07, 57.00.08, Fan failure

Exit 2 fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.07 The exit 2 fan was not activated, but the printer indicates that it is operating.

● 57.00.08 The exit 2 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0021, Exit 2 Fan Run and test 109–0022, Exit 2 Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

ENWW 57.00.07, 57.00.08, Fan failure 493

 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 output assembly (which includes the Exit Fans).

Part number: JC90-01369A

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02742A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check 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 main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00161A

57.00.09, 57.00.10, Fan failure

Exit 3 fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.09 The exit 3 fan was not activated, but the printer indicates that it is operating.

● 57.00.10 The exit 3 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

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

494 Chapter 26 57.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. 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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0023, Exit 3 Fan Run and test 109–0024, Exit 3 Fan Run Ready.

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 output assembly (which includes the Exit Fans).

Part number: JC90-01369A

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

ENWW 57.00.09, 57.00.10, Fan failure 495

 a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00161A

57.00.11, 57.00.12, Fan failure

Exit 4 fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.11 The exit 4 fan was not activated, but the printer indicates that it is operating.

● 57.00.12 The exit 4 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0025, Exit 4 Fan Run and test 109–0026, Exit 4 Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

496 Chapter 26 57.WX.YZ error messages ENWW

 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 output assembly (which includes the Exit Fans).

Part number: JC90-01369A

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check 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 main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00161A

57.00.13, 57.00.14, Fan failure

Fuser out fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.13 The fuser out fan was not activated, but the printer indicates that it is operating.

● 57.00.14 The fuser out fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

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

ENWW 57.00.13, 57.00.14, Fan failure 497

 Recommended action for call-center agents and onsite technicians
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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0040, Fuser 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: JC31-00161A

For instructions: Removal and replacement: Fuser fan

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

498 Chapter 26 57.WX.YZ error messages ENWW

 a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00161A

For instructions: Removal and replacement: Fuser fan

57.00.19, 57.00.20 Developer fan error

The developer fan is faulty or the fan ready signal is abnormal.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 57.00.19 The developer fan was not activated, but the printer indicates that it is operating.

● 57.00.20 The developer fan starts, but it stops after a certain amount of time.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. 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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 101-0206, Developer Suction Fan Run.

c. Check if the corresponding fan connector is connected correctly.

ENWW 57.00.19, 57.00.20 Developer fan error 499

 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: JC31-00160C

For instructions: Removal and replacement: Developer fan

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check 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 main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00160C

For instructions: Removal and replacement: Developer fan

57.00.25
GX or sGX scanner document feeder LVPS fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

500 Chapter 26 57.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Check the connection of the corresponding fan to wiring harness.

NOTE: The 3 pin connector from the power supply (LVPS type 4) can be swapped with the fan to produce
this error.

Two of the connectors are the same size and might be installed in the incorrect positions. Make sure that
the two-wire harness (callout 1) is installed on the LVPS Type 4 and the three-wire harness (callout 2) is
installed in the fan connector behind the LVPS Type 4 cage.Check connections

3. Ensure the connections to the fan are secure by disconnecting and reconnecting the cable.

4. If the error persists, replace the dc fan on the left side of the LVPS Type 4 cage.

Fan type 3 Part number: JC31-00154A

57.00.27 Fan error

Switching mode power supply (SMPS) fan error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. 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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0261, SMPS Fan Run.

ENWW 57.00.27 Fan error 501

 c. If the fan does not function, remove the rear cover.

d. Check if the corresponding fan connector is connected correctly.

Fan Location

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans

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): JC44-00091D

Part number (220V): JC44-00092D

For instructions: Removal and replacement: LVPS board

4. If the SMPS board is normal, replace the main board.

Part number:JC92-02958A

For instructions: Removal and replacement: Main board

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check 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 main board.

Part number:JC92-02958A

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans

502 Chapter 26 57.WX.YZ error messages ENWW

27 59.WX.YZ error messages

● 59.* errors

● 59.00.10, 59.00.20 Motor error

● 59.00.30, 59.00.40 Motor error

● 59.00.90, 59.00.A0 Motor error

● 59.00.F0 Motor error

● 59.0X.50, 59.0X.60 Motor error

● 59.0X.70, Motor error

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

● Recommended action

Recommended action for customers

1. Turn the printer off, and then on.

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

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

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board ECB)
each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if necessary.

59.00.10, 59.00.20 Motor error

Feed/MP motor error.

● Recommended action for customers

ENWW 59.* errors 503

 ● Recommended action for call-center agents and onsite technicians

● 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

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

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 feed/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers from
turning. If there is any damage, replace the feed/MP drive assembly.

Part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive assembly

c. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

d. Run test 100-0340, Feed Motor Ready.

e. If the test fails, check if the wire harness on the fuser drive assembly and main board connector 9 are
connected correctly.

504 Chapter 27 59.WX.YZ error messages ENWW

 f. Test the 24V motor power using red and black wires on the motor connection (24V ± 5%).

g. If the power is abnormal, check the voltage from the chassis ground to the LVPS type 5 board. It
should be 24V.

NOTE: You can check this voltage on the main PCA connector (pins 3, 4, 5, 6 on the large connector
and pins 2, 3, 4 on the smaller connector). The two connectors are shown in the following image.

Figure 27-1 Connector 17 and 19 on the main board PCA

h. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

i. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS board

j. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

ENWW 59.00.10, 59.00.20 Motor error 505

 3. Check the motor signal 3.3V with the yellow wire and chassis ground. Run test 100-0340, Feed Motor
Ready with the motor connected and disconnected, and with the motor running and stopped.

a. If the voltage is ~0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the signal value is not 3.3V ± 5% when the motor is running, replace the motor.

Part number: JC31-00132A

4. If the motor signal and power are normal, replace the motor or the feed drive assembly.

Motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive assembly

5. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

59.00.30, 59.00.40 Motor error

Fuser motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 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

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

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 fuser and fuser gear drive.

506 Chapter 27 59.WX.YZ error messages ENWW

 a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or obstructions
can not be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive assembly

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: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to checking the signal
voltage on the main board PCA.

c. If the test fails, check if the wire harness on the fuser drive assembly and main board connector 2 are
connected correctly.

ENWW 59.00.30, 59.00.40 Motor error 507

 d. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.

e. If the power is abnormal, check the voltage from chassis ground to the LVPS type 5 board. It should
be 24V.

NOTE: You can check this on the main PCA connector (pins 3, 4, 5, 6 on the large connector and pins
2, 3, 4 on the smaller connector). The two connectors are shown in the following image.

Figure 27-2 Connector 17 and 19 on the main board PCA

f. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%)

g. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS board

h. If the voltage is good from the LVPS but not normal when plugged into connectors, replace the main
board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

i. If the voltage is good, continue with checking the signal voltage.

508 Chapter 27 59.WX.YZ error messages ENWW

 4. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should
be 3.3V ± 5% when running and when 0V stopped.

Figure 27-3 Test pin 7 to chassis ground

b. If it is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

d. If the value is normal, replace the fuser drive motor or the fuser drive.

Fuser drive motor part number: JC31-00123B

Fuser drive part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive assembly

5. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

59.00.90, 59.00.A0 Motor error

ITB motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 59.00.90 The ITB motor is operating, but the printer indicates that it is stopped.

● 59.00.A0 The ITB motor is operating, but the printer indicates that it is stopped.

ENWW 59.00.90, 59.00.A0 Motor error 509

 Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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. Open the side cover.

3. Remove the ITB cleaner and ITB unit. Check if there is any foreign substance or paper in the ITB unit.

4. Ensure the transfer belt moves freely. If it does not or if it is damaged, replace the ITB.

Part number: JC93-01375A

For instructions: Removal and replacement: Intermediate transfer belt

5. Check the ITB motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

510 Chapter 27 59.WX.YZ error messages ENWW

 b. Run test 100-0044, OPC Motor K.

c. If the test fails, check if the wire harness on the ITB drive assembly and main board connector 21 are
connected correctly.

d. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.

ENWW 59.00.90, 59.00.A0 Motor error 511

 e. If the power is abnormal, check the voltage from chassis ground to the LVPS type 5 board. It should
be 24V.

NOTE: You can check this on the main PCA connector 17 (pins 3, 4, 5, 6) and connector 19 (pins 2, 3,
4) as shown in the following image.

Figure 27-4 Main board PCA

f. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%)

g. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS board

h. If the voltage is good from the LVPS but not normal when plugged into the connector 17 or 19,
replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

6. If the motor is operational, Check the motor signal 3.3V on the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should
be when running ~0V and when 3.3V ± 5% stopped.

512 Chapter 27 59.WX.YZ error messages ENWW

 Figure 27-5 Test pin 7 to chassis ground

b. If it is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

d. If the value is normal, replace the ITB motor.

Part number: JC93-01059C

7. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

59.00.F0 Motor error

ITB engage motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The motor that moves the ITB transfer 1 roller operates, but the position of the ITB transfer 1 roller does not
change.

Recommended action for customers

1. Turn the printer off, and then on.

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

ENWW 59.00.F0 Motor error 513

 Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the engage motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0080, Transfer Assembly Engage Motor.

c. If the motor is not operational, check if the wire harness between the engagement motor and the
main board PCA are connected correctly.

d. Check the engagement motor resistance. If the measured value is out of the normal values (7~10
Ohms) replace the engagement motor or the engagement transfer drive.

Engagement motor part number: JC31-00110B

Engagement transfer drive part number: JC93-01068A

3. If the resistance measures good, check the 24V from the LVPS type 5 board.

NOTE: You can check this on the main PCA connector 17 (pins 3, 4, 5, 6) and connector 19 (pins 2, 3, 4) as
shown in the following image.

Figure 27-6 Main board PCA

514 Chapter 27 59.WX.YZ error messages ENWW

 4. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS.
(24V ± 5%)

5. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS board

6. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

59.0X.50, 59.0X.60 Motor error

OPC motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 59.05.50 The black OPC motor is operating, but the printer indicates that it is stopped.

● 59.05.60 The black OPC motor was not activated, but the printer indicates that it is operating.

● 59.06.50 The cyan OPC motor is operating, but the printer indicates that it is stopped.

● 59.06.60 The cyan OPC motor was not activated, but the printer indicates that it is operating.

● 59.07.50 The magenta OPC motor is operating, but the printer indicates that it is stopped.

● 59.07.60 The magenta OPC motor was not activated, but the printer indicates that it is operating.

● 59.08.50 The yellow OPC motor is operating, but the printer indicates that it is stopped.

● 59.08.60 The yellow OPC motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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 the image drum.

ENWW 59.0X.50, 59.0X.60 Motor error 515

 a. Open the front and side cover.

b. Remove the failing color image drum unit.

c. Using your thumb on the gear, ensure that the drum rotates freely. If it does not, replace the image
drum.

HP LaserJet Black Imaging Drum Unit part number: X3A92-67905

HP LaserJet CMY Imaging Drum Unit part number: X3A92-67906

For instructions: Removal and replacement: Imaging drum

3. If the image drum is OK, check the OPC drive motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the following test:

● 100-0041, OPC Motor Y.

● 100-0042, OPC Motor M.

● 100-0043, OPC Motor C.

● 100-0044, OPC Motor K.

516 Chapter 27 59.WX.YZ error messages ENWW

 c. If the motor is not operational, check if the wire harness between the motor and connector 15 on the
main board PCA are connected correctly.

4. Check the motor signal 3.3V on pin 7 from the main board PCA.

ENWW 59.0X.50, 59.0X.60 Motor error 517

 a. Test the motor signal voltage with the motor test running and stopped. The voltage should be ~0V
when running and 3.3V ± 5% when stopped.

b. If it is ~0V continually, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

c. If the value is normal, check the 24V power.

5. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.

a. If the power is abnormal, check the voltage from chassis ground to the LVPS type 5 board. It should
be 24V.

NOTE: You can check this on the main PCA connector 17 (pins 3, 4, 5, 6) and connector 19 (pins 2, 3,
4) as shown in the following image.

b. If the voltage from the main board PCA is good, replace the OPC motor.

Part number: JC93-01059C

518 Chapter 27 59.WX.YZ error messages ENWW

 c. If the 24V is abnormal, disconnect the cables and test the voltage on the cable connectors from the
LVPS. (24V ± 5%)

d. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS board

e. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

6. If the error persists, replace the OPC motor.

Part number: JC93-01059C

7. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

59.0X.70, Motor error

Toner supply motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 59.05.70 The black toner supply motor operates, but the toner is not supplied.

● 59.06.70 The cyan toner supply motor operates, but the toner is not supplied.

● 59.07.70 The magenta toner supply motor operates, but the toner is not supplied.

● 59.08.70 The yellow toner supply motor operates, but the toner is not supplied.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the toner cartridge.

a. Open the front cover.

b. Remove the failing color toner cartridge.

ENWW 59.0X.70, Motor error 519

 c. Rotate the gear on the toner cartridge to ensure that it turns freely. If it does not, replace the toner
cartridge.

Black Managed LJ Toner Cartridge part number: X3A92-67904

Cyan Managed LJ Toner Cartridge part number: X3A92-67901

Magenta Managed LJ Toner Cartridge part number: X3A92-67902

Yellow Managed LJ Toner Cartridge part number: X3A92-67903

3. If the toner cartridge is OK, check the toner path.

4. If previous checks are normal, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

520 Chapter 27 59.WX.YZ error messages ENWW

 ● Engine Diagnostics

● Engine Test Routines

b. Select one of the following tests:

Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 100-0020, Toner Dispense Motor Cyan

● 100-0010, Toner Dispense Motor Magenta

● 100-0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

d. If the motor test fails, replace the failing color motor.

Part number: JC31-00110A

For instructions: Removal and replacement: Toner supply and reservoir motors

5. If the error persists, check the 24V from the LVPS type 5 board.

NOTE: You can check this on the main PCA connector 17 (pins 3, 4, 5, 6) and connector 19 (pins 2, 3, 4) as
shown in the following image.

6. If the voltage from the main board PCA is good, replace the failing color motor.

Part number: JC31-00110A

For instructions: Removal and replacement: Toner supply and reservoir motors

7. If the 24V is abnormal, disconnect the cables and test the voltage on the cable connectors from the LVPS.
(24V ± 5%)

8. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

ENWW 59.0X.70, Motor error 521

 For instructions: Removal and replacement: LVPS board

9. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board

522 Chapter 27 59.WX.YZ error messages ENWW

28 60.WX.YZ error messages

● 60.00.04

60.00.04
● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Tray 4 lifting error, lift-up motor malfunction.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

▲ Please check the following emerging issue document for procedure to follow:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

60.00.04 error at 2,000 Sheets High Capacity Input (Emerging Issue)

ENWW 60.00.04 523

524 Chapter 28 60.WX.YZ error messages ENWW
29 61.WX.YZ error messages

● 61.00.00

● 61.00.01

● 61.00.06

61.00.00
Connection between the HP formatter and the engine control board was lost.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to version 24.5.4 or a newer FW version if available.

Several causes are resolved in this version.

3. If the error persist, turn the printer off and remove the back covers.

4. Check to see if there are any connection problems between engine and formatter.

5. Disconnect and reconnect all cable connections between the engine and 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 between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

ENWW 61.00.00 525

 61.00.01
A hardware-related failure has been detected by the engine.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the Firmware to version 24.5.4 or newer if available.

3. Reseat the internal LAN cable between the formatter and the main board.

4. If the error persists, gather the Event log and the diagnostic JDP files at printer and elevate the case using
the Standard Support Process.

61.00.06
Connection Between Formatter and Engine lost because of the response time out

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to version 24.5.4 or greater –side HCI error reporting has been fixed

3. If the 61.00.06 is still seen in the Event Log, get a copy of event log and elevate the case. The Xn-nnnn in
the Description field is the Samsung error that needs to be coded to a FutureSmart error.

526 Chapter 29 61.WX.YZ error messages ENWW

30 62.WX.YZ error messages

● 62.* errors

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

● Recommended action

● Recommended action

Recommended action
1. Turn the printer off, and then on.

2. Upgrade the printer firmware.

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

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

1. 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.

ENWW 62.* errors 527

528 Chapter 30 62.WX.YZ error messages ENWW
31 63.WX.YZ error messages

● 63.* errors

● 63.00.02, 63.00.03, 63.00.04, or 63.00.05

● 63.00.0A

● 63.00.0B

● 63.00.17, 63.00.18, 63.00.19 or 63.00.1A

● 63.00.1B

● 63.00.1F

● 63.00.20

● 63.00.21

● 63.00.23

● 63.00.24

● 63.00.29, 63.00.2A, 63.00.2B, or 63.00.2C

● 63.00.2D

● 63.00.2E, 63.00.2F, 63.00.30, or 63.00.31

● 63.00.32

● 63.00.35

● 63.00.36, 63.00.37, or 63.00.38

● 63.00.3B, 63.00.3D, 63.00.3F, 63.00.41

● 63.00.3C, 63.00.3E, 63.00.40, 63.00.42

● 63.00.44, 63.00.45, 63.00.46 or 63.00.47

● 63.4D.01

● 63.4D.02

● 63.53.01

ENWW 529
 63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

● Recommended action

● Recommended action

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

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

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

Recommended action
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.

63.00.02, 63.00.03, 63.00.04, or 63.00.05

The printer cannot read the resistance value of the charger in the imaging unit.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

An error occurred when installing or connecting the imaging unit due to contaminating or damage of the high
voltage contact point.

63.00.02 Yellow image unit

63.00.03 Magenta image unit

63.00.04 Cyan image unit

63.00.05 Black image unit

530 Chapter 31 63.WX.YZ error messages ENWW

 Possible causes:

● The drum unit is not installed.

● The CRUM data is not detected.

● The machine can’t read the charger resistance of the imaging unit.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the image unit for the failing color.

a. Open the front and right cover.

b. Remove the toner collection unit.

ENWW 63.00.02, 63.00.03, 63.00.04, or 63.00.05 531

 c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace the
imaging drum unit as needed.

HP LaserJet Black Drum Unit part number: X3A92-67905

HP LaserJet CMY Imaging Drum Unit part number: X3A92-67906

For instructions: Removal and replacement: Imaging drum

d. Check the metal drum unit contact and printer contact for dirt, dust or debris. Clean contacts as
needed.

e. Reinstall the imaging drum unit.

f. Reinstall the toner collection unit and close the front and right covers.

3. Turn the printer on and test the printer.

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

HP LaserJet Black Drum Unit part number: X3A92-67905

HP LaserJet CMY Imaging Drum Unit part number: X3A92-67906

For instructions: Removal and replacement: Imaging drum

5. If the error persists after all troubleshooting is performed, elevate the issue using the Standard Support
Process.

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.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

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.

532 Chapter 31 63.WX.YZ error messages ENWW

Recommended actions for customers
1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 side cover.

2. Remove and reinstall the secondary transfer roller.

3. If the error persists, replace the transfer roller.

Part number: JC93-01080A

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00240A

For instructions: Removal and replacement: High-voltage power supply

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

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 actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. 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.

ENWW 63.00.0B 533

 b. Replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

Figure 31-1 Connection 39

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).

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. 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.

534 Chapter 31 63.WX.YZ error messages ENWW

 3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and inserted on
the new main board PCA.

Figure 31-2 Connection 39

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The TPM is not installed or incorrect TPM is installed.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

ENWW 63.00.1B 535

 b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall it.

Figure 31-3 Connection 39

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK board.

63.00.1F
The network function does not work due to a fault in the wired network PHY chips.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Check if the green LED of the network port is on.

2. If network port is not on, unplug and reconnect the network cable.

3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

63.00.20
An error occurred in the 24V power line.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

536 Chapter 31 63.WX.YZ error messages ENWW

Recommended actions for customers
1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Remove the back cover.

3. Check the voltage from chassis ground to the LVPS type 5 board. It should be (24V ± 5%).

NOTE: You can check this on the main PCA connector (pins 3,4,5,6 on the large connector and pins 2,3,4
on the smaller connector). The two connectors are shown in the following image.

Figure 31-4 Connector 17 and 19 on the main board PCA

4. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS.
(24V ± 5%).

5. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS

6. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

63.00.21
The printer fails to operate correctly due to a lack of input voltage capacity.

● Recommended actions for customers

ENWW 63.00.21 537

 ● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power (110V/
220V).

63.00.23
The heater control relay operates incorrectly.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. 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

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)

For instructions: Removal and replacement: Fuser

63.00.24
There is no high voltage power supply (HVPS) present.

● Recommended actions for customers

538 Chapter 31 63.WX.YZ error messages ENWW

 ● Recommended actions for call-center agents and onsite technicians

The HVPS harness is disconnected or incorrectly assembled.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Check if the HVPS is installed.

3. Check if there is any damage to the HVPS wire harness or connector and ensure it is connected correctly.

4. Replace the HVPS.

Part number: JC44-00240A

For instructions: Removal and replacement: High-voltage power supply

63.00.29, 63.00.2A, 63.00.2B, or 63.00.2C

Laser/scanner unit (LSU) motor error.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

63.00.29: The yellow H Sync signal of the laser/scanner is abnormal.

63.00.2A: The magenta H Sync signal of the laser/scanner is abnormal.

63.00.2B: The cyan H Sync signal of the laser/scanner is abnormal.

63.00.2C: The black H Sync signal of the laser/scanner is abnormal.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

ENWW 63.00.29, 63.00.2A, 63.00.2B, or 63.00.2C 539

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

2. If the laser/scanner unit motor does not make a sound during warm-up, complete these troubleshooting
steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

540 Chapter 31 63.WX.YZ error messages ENWW

 c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

63.00.2D
The operation of the LSU shutter is abnormal.

ENWW 63.00.2D 541

 ● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 laser/scanner shutter.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run tests 110–0320, LSU Shutter Open and 110–0330, LSU Shutter Closed.

c. If the laser shutter does not make a sound during the test, turn the printer off, and remove the power
cord.

d. Remove the back and the left side covers.

542 Chapter 31 63.WX.YZ error messages ENWW

 e. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

f. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

g. Turn the printer on and retest the laser shutter.

h. If the error persists, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

i. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

63.00.2E, 63.00.2F, 63.00.30, or 63.00.31

The laser/scanner unit motor error.

ENWW 63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 543

 ● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

63.00.2E The laser/scanner unit motor control in the color printing system is abnormal. Motor ready signal is
abnormal.

63.00.2F The laser/scanner motor has stopped, but the ready signal indicates that the laser/scanner motor is
operating.

63.00.30 The laser/scanner motor is operating, but the laser/scanner motor ready signal does not change as
driving.

63.00.31 The laser/scanner motor is operating, but the laser/scanner motor ready signal is changed as stop.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

544 Chapter 31 63.WX.YZ error messages ENWW

 2. If the laser/scanner unit motor does not make a sound during warm-up, complete these troubleshooting
steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

ENWW 63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 545

 For instructions: Removal and replacement: Main board PCA

63.00.32
The H-Sync signal of the laser/scanner unit is abnormal.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

3. If LSU motor operates correctly, then check whether the printed image is partially omitted, horizontal line,
etc.

4. If the image is partially omitted, horizontal line, etc., then replace the laser/scanner unit.

5. If the image is OK, check the following:

a. Remove the back and the left side covers.

546 Chapter 31 63.WX.YZ error messages ENWW

 b. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

c. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

d. Turn the printer on and listen for the laser/scanner unit to operate correctly.

6. If the error persists, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

63.00.35
The laser/scanner unit is not detected.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

ENWW 63.00.35 547

 Recommended actions for customers
1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

548 Chapter 31 63.WX.YZ error messages ENWW

 c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/scanner unit,
and then replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

ENWW 63.00.35 549

 63.00.36, 63.00.37, or 63.00.38
The laser/scanner unit motor error.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

63.00.36 The laser/scanner temperature sensor detects a value beyond its permitted range.

63.00.37 The laser/scanner temperature sensor has a short-circuit, the output of temperature sensor is lower
than minimum value permitted.

63.00.38 The laser/scanner temperature sensor has an open-circuit, The output of the temperature sensor is
more than the maximum value permitted.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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 for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

550 Chapter 31 63.WX.YZ error messages ENWW

 2. If the laser/scanner unit motor does not make a sound during warm-up, complete these troubleshooting
steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 23 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04863A

For instructions: Removal and replacement: Laser/scanner

3. If the error persists, replace the main board PCA.

Part number: JC92-02958A

ENWW 63.00.36, 63.00.37, or 63.00.38 551

 For instructions: Removal and replacement: Main board PCA

63.00.3B, 63.00.3D, 63.00.3F, 63.00.41

The printer detected an error in the T/C sensor that monitors the toner for the developer.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The output of the T/C sensor is more than or less than the permitted value range. Or, there is no signal change in
a certain cycle.

63.00.3B There is an error in the toner supplied to the yellow developer without an OPC.

63.00.3D There is an error in the toner supplied to the magenta developer without an OPC.

63.00.3F There is an error in the toner supplied to the cyan developer without an OPC.

63.00.41 There is an error in the toner supplied to the black developer without an OPC.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the toner cartridge.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the failing color toner cartridge.

552 Chapter 31 63.WX.YZ error messages ENWW

 d. Rotate the gear on the toner cartridge to ensure that it turns freely. If it does not, replace the toner
cartridge.

Black Managed LJ Toner Cartridge part number: X3A92-67904

Cyan Managed LJ Toner Cartridge part number: X3A92-67901

Magenta Managed LJ Toner Cartridge part number: X3A92-67902

Yellow Managed LJ Toner Cartridge part number: X3A92-67903

e. If the toner cartridge is OK, check if the toner supply pipe is blocked. If it is closed, open it.

ENWW 63.00.3B, 63.00.3D, 63.00.3F, 63.00.41 553

 3. Check if the failing developer unit connector (4 pin) is connected correctly. Check if the pin is deformed. If
the connector is damaged, replace the developer unit.

Yellow developer part number: JC96-11600A

Magenta developer part number: JC96-11601A

Cyan developer part number: JC96-11602A

Black developer part number: JC96-11603A

For instructions: Removal and replacement: Developer unit

4. Remove and reinstall the failing developer unit.

5. Reinstall the toner collection unit.

6. Turn the printer on and test the printer with a demo page or configuration page.

7. If the error persists, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Select one of the following tests:

Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

554 Chapter 31 63.WX.YZ error messages ENWW

 ● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

d. If the motor test fails, replace the failing color motor.

Part number: JC31-00110A

For instructions: Removal and replacement: Toner supply and reservoir motors

8. If the error persists, check the 24V from the LVPS type 5 board.

NOTE: You can check this on the main PCA connector 17 (pins 3,4,5,6) and connector 19 (pins 2,3,4) to
chassis ground, as shown in the following image.

9. If the voltage from the main board PCA is good, replace the failing color motor.

Part number: JC31-00110A

For instructions: Removal and replacement: Toner supply and reservoir motors

10. If the 24V is abnormal, disconnect the cables and test the voltage on the cable connectors from the LVPS.
(24V ± 5%)

11. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A

For instructions: Removal and replacement: LVPS

12. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

13. If the error persists, replace the failing developer unit.

Yellow developer part number: JC96-11600A

ENWW 63.00.3B, 63.00.3D, 63.00.3F, 63.00.41 555

 Magenta developer part number: JC96-11601A

Cyan developer part number: JC96-11602A

Black developer part number: JC96-11603A

For instructions: Removal and replacement: Developer unit

63.00.3C, 63.00.3E, 63.00.40, 63.00.42

Toner replenishment failure - toner is compacted in the cartridge

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

The printer detected an error in the T/C sensor that monitors the toner for the developer. The output of the T/C
sensor is more than or less than the permitted value range. Or, there is no signal change in a certain cycle.

63.00.3C There is toner in the toner reservoir of the yellow development unit (without OPC), but the T/C sensor
detects a lack of supply.

63.00.3E There is toner in the toner reservoir of the magenta development unit (without OPC), but the T/C
sensor detects a lack of supply.

63.00.40 There is toner in the toner reservoir of the cyan development unit (without OPC), but the T/C sensor
detects a lack of supply.

63.00.42 There is toner in the toner reservoir of the black development unit (without OPC), but the T/C sensor
detects a lack of supply.

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

For ALL 10.01.90 Cyan toner ONLY: Please use the following document: HP Color LaserJet Managed MFP
E87640-E87660 - 63.00.40 or 10.01.90 toner replenishment errorFor all other errors, use the following
troubleshooting steps.

1. Remove and shake ALL cartridges.

These errors CAN occur again intermittently after shaking. If the errors reoccur, shake the cartridges again.

To view the video of this proceedure, Go to: Installing a Toner Cartridge in an HP LaserJet Managed E876xx
Color MFP

2. You can also view the written procedure, go to: HP Color LaserJet Managed MFP E876xx - 63.00.3C,
63.00.3E, 63.00.40, or 63.00.42 error message .

3. If the errors will NOT clear after shaking, please collect the information below and elevate the case:

● Configuration page

● Event log pages

556 Chapter 31 63.WX.YZ error messages ENWW

 ● Supply Status pages

● Photo of each toner reservoir

4. Elevate the case using the Standrard Support Process.

Lvl 2 please open a sudden impact case and escalate to the GBU.

63.00.44, 63.00.45, 63.00.46 or 63.00.47

The eraser lamp does not turn on.

● Recommended actions for customers

● Recommended actions for call-center agents and onsite technicians

63.00.44 Yellow eraser failure

63.00.45 Magenta eraser failure

63.00.46 Cyan eraser failure

63.00.47 Black eraser failure

Recommended actions for customers

1. Turn the printer off, and then on.

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

Recommended actions for call-center agents and onsite technicians

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

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ENWW 63.00.44, 63.00.45, 63.00.46 or 63.00.47 557

 c. Run test one of the following tests for the failing color.

● 107-0166 Yellow Eraser Detect.

● 107-0167 Magenta Eraser Detect.

● 107-0168 Cyan Eraser Detect.

● 107-0169 Black Eraser Detect.

d. Touch Start and status will change to “Executing”.

e. When “Executing appears”, touch Get Status.

f. If the status reads “High”, the erase LED is functioning normally.

g. If the status reads “Low”, the erase LED is abnormal.

3. If the LED is abnormal, disconnect and reconnect the wiring harness between the erase LED and the main
board PCA.

a. If the wire harness is damaged, replace the cable harness.

Part number: TBD

b. If the wire harness is OK, replace the eraser PCA.

Part number: TBD

4. If the error persists, replace the main board PCA.

Part number: JC92-02958A

For instructions: Removal and replacement: Main board PCA

63.4D.01
Engine firmware crash in the portability layer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. 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.

558 Chapter 31 63.WX.YZ error messages ENWW

63.4D.02
Engine firmware crash in an uncontrolled area.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If 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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If 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: JC92-02781A

For instructions: Removal and replacement: Scan joint board

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number (LX): JC97-04954A

Part number (GX): JC97-04955A

ENWW 63.4D.02 559

 Part number (sGX): JC97-04956A

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

560 Chapter 31 63.WX.YZ error messages ENWW

32 64.WX.YZ error messages

● 64.01.01

● 64.01.02

● 64.01.03

● 64.01.04

● 64.01.05

● 64.01.06

● 64.01.07

● 64.01.08

● 64.01.09

● 64.03.04

64.01.01
Imaging ASIC card not detected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

ENWW 64.01.01 561

 HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA

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

64.01.02
Imaging ASIC card detected, but not supported in this device

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. 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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

562 Chapter 32 64.WX.YZ error messages ENWW

 3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA

6. If the error perists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

ENWW 64.01.04 563

 64.01.05
Imaging ASIC card assertion failure

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

564 Chapter 32 64.WX.YZ error messages ENWW

 HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
Imaging ASIC card assertion failure

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

ENWW 64.01.07 565

 Recommended action for call-center agents and onsite technicians
1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

64.03.04
ASIC socket error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd core.

566 Chapter 32 64.WX.YZ error messages ENWW

Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

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

ENWW 64.03.04 567

568 Chapter 32 64.WX.YZ error messages ENWW
33 65.WX.YZ and 66.WX.YZ error messages

● 65.* errors

● 65.00.A1

● 66.* errors

● 65.00.A1

● 66.40.36

● 66.40.46

● 66.40.50

● 66.40.83

● 66.60.17

● 66.60.25

● 66.60.27

● 66.60.28

● 66.60.30

● 66.60.32

● 66.80.04

● 66.80.05

● 66.80.06

● 66.80.07

● 66.80.08

● 66.80.0A

● 66.80.0B

● 66.80.0C

● 66.80.20

● 66.80.27

ENWW 569
 ● 66.80.36

● 66.80.38

● 66.80.46

● 66.90.11

● 66.90.12

● 66.90.13

● 66.90.14

● 66.90.15

● 66.90.16

● 66.90.21

● 66.90.22 and 66.90.23

● 66.90.43

570 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

65.* errors
Errors in the 65.* family are related to output accessories.

● Recommended action

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

1. 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.

65.00.A1
The printer lost communication with the finisher.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.

Figure 33-1 Sensor location

ENWW 65.* errors 571

 Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.

2. Open and close the finisher front door.

3. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

4. If the error persists, turn the printer off, and then on.

5. Check the finisher interface cables and ensure they are seated correctly.

6. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher controller PCA

572 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

66.* errors
Errors in the 66.* family are related to output accessories.

● Recommended action

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

1. 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.

65.00.A1
The printer lost communication with the finisher.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open and close the finisher front door.

2. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher interface cables and ensure they are seated correctly.

5. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.40.36
The inner-finisher punch unit experienced a home-position failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 66.* errors 573

 Recommended action for customers
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.

574 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 d. Inspect the areas for paper jams or obstructions.

e. 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, please contact customer support.

Recommended action for call-center agents and onsite technicians

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 door.

ENWW 66.40.36 575

 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.

576 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 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 home sensor and motor connections. Disconnect and reconnect all connectors on
the inner finisher and printer.

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

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901

Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.46
The finisher experienced an error in the punch scan unit.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. 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.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. 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.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901

ENWW 66.40.46 577

 Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.50
An error in the finisher system occurred. The punch unit is not responding.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Disconnect and reconnect the connections from the main board PCA and the punch unit PCA.

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

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901

Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

5. If the error persists, replace the finisher PCA.

Part number: JC92-02774B

For instructions: Removal and replacement: Finisher PCA

66.40.83
Error in the hole-punching unit.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the paper settings.

578 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 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.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. 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.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901

Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.60.17
The finisher has experienced a diverter operation error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

ENWW 66.60.17 579

 1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

3. Check the installation and connection status of diverter sensor and replace it if necessary.

Part number: 0604-001415

4. Check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.

c. Run test 113-2520, 2 Bin Finisher Diverter Motor.

d. Listen for the motor to turn on and run. If the motor is not on, check the installation and connection
status of the finisher entrance motor and replace it, if necessary.

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor

5. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

580 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

ENWW 66.60.25 581

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.

3. Open the finisher and check for any jammed paper or obstructions, and remove them.

4. Check the finisher paper holding lever.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

582 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0591, Finisher Paper Hold Solenoid.

c. Touch Start. The solenoid should cycle on and off.

d. If the solenoid does not function, replace the solenoid.

Part number: JC33-00037A

5. Check the input and home sensors.

a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.

b. If the connections are good, replace the sensors.

Entrance sensor part number: 0604-001415

For instructions: Removal and replacement: Inner finisher entrance sensor

66.60.27
The finisher unit experienced a front alignment motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

ENWW 66.60.27 583

 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.

584 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

ENWW 66.60.27 585

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check the front tamper home sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

586 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2120, 2 Bin Finisher Front Tamper Sensor.

c. Touch Start, then Get Status.

d. If the status reads “Low”, press the front tamper tight against the front wall, and touch “Get Status”.
The status should change to “High”.

e. If the status reads “High”, move the front tamper away from the front wall, and touch “Get Status”.
The status should change to “Low”.

f. If the status does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the stapler/stacker PCA.

g. Rerun the sensor test. If the test fails replace the sensor.

Part number: 0604-001415

4. Check the front tamper motor.

a. Run test 113–2630, 2 Bin Finisher Front Tamper Motor.

ENWW 66.60.27 587

 b. Ensure the rear tamper arm (callout 2) moves in and out during the test.

c. If the motor does not function, disconnect and reconnect both ends of the wire harness from the
motor to the stapler/stacker PCA.

d. Rerun the motor test. If the test fails replace the motor.

Part number: JC90-01464A

For instructions: Removal and replacement: Front tamper motor

5. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.60.28
The rear tamper unit has experienced an error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

588 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

ENWW 66.60.28 589

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Upgrade the firmware to 24.4.2 or greater and if issue persists.

3. If the error persists, replace rear tamper assembly.

Part number: Finisher Sub - Tamper Rear -JC90-01465A

For instructions: Removal and replacement: Rear tamper motor

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

66.60.30
The inner-finisher main tray experienced a tray lift motor error.

● Recommended action for customers

● Inner Finisher: Recommended action for call-center agents and onsite technicians

590 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

Recommended action for customers
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. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please
contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - 66.60.32 tray lift motor
failure on A3 LaserJet finishers (Service Action Advisory)

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:

a. Make sure that the output trays, specifically Tray 2, the moveable tray, are attached and secured with
screws.

b. Check to ensure all cables are plugged in. Specifically, the position sensor on the motor assembly.

Figure 33-2 Check connections

c. If the error persists, please continue troubleshooting using the following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization process.

4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
tray beam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

ENWW 66.60.30 591

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0471, Finisher Main Tray Beam Sensor.

c. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

Figure 33-3 Cover beam sensor

d. If the reading does not change, disconnect and reconnect the wire harness from the tray limit sensor
to the finisher PCA.

e. Retest the sensor. If the test fails, replace the limit sensor.

Part number: 0603-001309

5. Check the main tray home sensor.

a. Run test 113–0470, Finisher Main Tray Home Sensor.

b. Touch Start and then Get Status. The reading should be “Low”.

c. Lift up gently on the main tray and hold it there. Touch Start and then Get Status. The reading should
be “High”.

d. If the reading does not change, disconnect and reconnect the wire harness from the tray home
sensor to the finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001381

6. Check the inner finisher main tray motor.

a. Run test 113–0570, Finisher Main Tray Motor.

b. Ensure finisher main tray lowers and raises during the test.

592 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.

Part number: JC90-01334A

7. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774A

66.60.32
The external finisher main tray experienced a tray lift motor error.

● Recommended action for customers

● Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

Recommended action for customers

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. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please
contact customer support.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - 66.60.32 tray lift motor
failure on A3 LaserJet finishers (Service Action Advisory)

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization process.

4. Check the main tray full sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

ENWW 66.60.32 593

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

5. Check the main tray beam sensor.

a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

594 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

d. Retest the sensor. If the test fails, replace the limit sensor.

Part number: 0603-001309

6. Check the main tray front level sensor.

a. Run test 113–2141, 2 Bin Finisher Main Front Level Sensor.

b. Touch Start and then Get Status. The reading should be “Low”.

c. Lift up gently on the front level detect arm and hold it there. Touch Start and then Get Status. The
reading should be “High”.

d. If the reading does not change, disconnect and reconnect the wire harness from the tray home
sensor to the finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

7. Check the main tray rear level sensor.

a. Run test 113–2142, 2 Bin Finisher Main Rear Level Sensor.

b. Touch Start and then Get Status. The reading should be “Low”.

ENWW 66.60.32 595

 c. Lift up gently on the rear level detect arm and hold it there. Touch Start and then Get Status. The
reading should be “High”.

d. If the reading does not change, disconnect and reconnect the wire harness from the tray home
sensor to the finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

8. Check the main tray motor.

a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.

b. Ensure finisher main tray lowers and raises during the test.

c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

Part number: JC90-01415A

For instructions: Removal and replacement: Main tray moving motor

9. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.80.04
The paddle unit of the finisher experienced an error.

● Recommended action for customers

● Inner Finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

596 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

Recommended action for customers
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.

Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. 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 main paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0510 Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

ENWW 66.80.04 597

 d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC93-01001A

For instructions: Removal and replacement: Inner finisher main paddle motor

5. Check the paddle home sensor (callout 1) and actuator (callout 2).

a. Disconnect and reconnect the paddle home sensor cable.

b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

c. Check the actuator.

d. Replace the sensor or actuator as needed.

Sensor part number: 0604-001415

Actuator part number: JC66-04201A

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians
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 paddle motor.

a. Open the following menus:

598 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2600, 2 Bin Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC93-01001A

5. Check the paddle home sensor and actuator.

a. Disconnect and reconnect the paddle home sensor cable.

b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

c. Check the actuator.

d. Replace the sensor as needed.

Sensor part number: 0604-001415

66.80.05
The finisher experienced an ejector failure.

ENWW 66.80.05 599

 ● Recommended action for customers

● Inner Finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

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

Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)

Figure 33-4 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

600 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Simply push on the belt located at the Sub-Ejector to make it move towards the inside of the Inner
Finisher. This action will allow the out of place black plastic paddle to go back to its correct operating
position.

Figure 33-5 Push belt

Make sure to train the End User not to pull pages from the Inner Finisher or this issue will continue to
occur. Replacing the Inner Finisher will NOT resolve this issue if the End User continues interacting
with the device in the wrong way.

c. Test the stapler stacker to ensure the error is resolved.

5. Check if one of the two metal ejectors is not form correctly. (Possible cause 2)

Figure 33-6 Location of metal ejectors

Figure 33-7 Deformed Metal ejector

ENWW 66.80.05 601

 Figure 33-8 Metal ejectors in correct shape

a. If one or both of the 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.

Figure 33-9 Remove screw

602 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.

Figure 33-10 Reform metal ejector

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, or does not meet one the previous scenarios, proceed to troubleshoot with the
following steps.

7. Check the ejector 2 motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0562, Finisher Ejector 2 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.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

ENWW 66.80.05 603

 e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher sub-ejector.

Part number: SS456-61001

For instructions: Removal and replacement: Inner finisher ejector assembly

8. If the motor test functions correctly check the ejector position sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor or the finisher sub-ejector.

Sensor part number: 0604-001381

Finisher sub-ejector part number: SS456-61001

For instructions: Removal and replacement: Inner finisher ejector assembly

9. If the error persists, replace the inner-finisher.

Inner Finisher (Whole Unit) part number: Y1G00-67902

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check the ejector 1 motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

604 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. Check the connection with the sensor to make sure it is plugged in.

If you enable the service menu test 113-2530, 2BinFinisher Ejector 1 motor test and start the test,
the ejector will cycle very fast when the sensor is not plugged in or is a non-working sensor after
starting the service mode test.

Ejector Motor Sensor connection

d. If the sensor is defective, replace the sensor.

Part number: 0604-001415

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

f. Check the ejector 1 gear set for any damage or obstructions. Clear obstructions as needed.

g. If no damage is found, retest the motor.

h. If the motor test fails, replace the finisher sub-ejector unit.

Part number: JC90-01409A

For instructions: Removal and replacement: Finisher ejector unit

5. If the motor test functions correctly check the ejector position sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor or the finisher sub-ejector.

Sensor part number: 0604-001415

Finisher sub-ejector unit part number: JC90-01409A

For instructions: Removal and replacement: Finisher ejector unit

66.80.06
The Inner finisher experienced an ejector 2 failure.

● Recommended action for customers

● Inner Finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

There can be many causes for this error. HP has identified 2 specific ones that can occur when users interact with
the inner finisher.
● 1) 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 of the black plastic paddles on the sub-ejector
mechanism to become out of place.

● 2) 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.

ENWW 66.80.06 605

 Recommended action for customers
1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. For Inner Finisher ONLY: Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 33-11 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Simply push on the belt located at the Sub-Ejector to make it move towards the inside of the Inner
Finisher. This action will allow the out of place black plastic paddle to go back to its correct operating
position.

Figure 33-12 Push belt

Make sure NOT to pull pages from the Inner Finisher during operation or this issue will continue to
occur!

c. Test the stapler stacker to ensure the error is resolved.

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

Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

606 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 3. Check the finisher for any damaged or loose parts.

4. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)

Figure 33-13 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Simply push on the belt located at the Sub-Ejector to make it move towards the inside of the Inner
Finisher. This action will allow the out of place black plastic paddle to go back to its correct operating
position.

Figure 33-14 Push belt

Make sure to train the End User not to pull pages from the Inner Finisher or this issue will continue to
occur. Replacing the Inner Finisher will NOT resolve this issue if the End User continues interacting
with the device in the wrong way.

c. Test the stapler stacker to ensure the error is resolved.

5. Check if one of the two metal ejectors is not form correctly. (Possible cause 2)

ENWW 66.80.06 607

 Figure 33-15 Location of metal ejectors

Figure 33-16 Deformed Metal ejector

Figure 33-17 Metal ejectors in correct shape

a. If one or both of the metal ejectors is deformed, perform the following steps.

608 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 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.

Figure 33-18 Remove screw

c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.

Figure 33-19 Reform metal ejector

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, or does not meet one the previous scenarios, proceed to troubleshoot with the
following steps.

7. Check the ejector 2 motor.

a. Open the following menus:

ENWW 66.80.06 609

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0562, Finisher Ejector 2 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.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher sub-ejector.

Part number: SS456-61001

For instructions: Removal and replacement: Inner finisher ejector assembly

8. If the motor test functions correctly check the ejector position sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor or the finisher sub-ejector.

Sensor part number: 0604-001381

Finisher sub-ejector part number: SS456-61001

For instructions: Removal and replacement: Inner finisher ejector assembly

9. If the error persists, replace the inner-finisher.

Inner Finisher (Whole Unit) part number: Y1G00-67902

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite
technicians
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check the ejector 2 motor.

610 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2540, 2 Bin Eject 2 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.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher sub-ejector unit.

Part number: JC90-01409A

For instructions: Removal and replacement: Finisher ejector unit

5. If the motor test functions correctly check the ejector position sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor or the finisher sub-ejector.

Sensor part number: 0604-001415

Finisher sub-ejector unit part number: JC90-01409A

For instructions: Removal and replacement: Finisher ejector unit

66.80.07
The grip ejector operation is abnormal.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

ENWW 66.80.07 611

 3. Check the finisher for any damaged or loose parts.

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

Recommended action for call-center agents and onsite technicians

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check the clamp motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp 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.

d. Retest the motor.

e. If the motor test fails, replace the SCU motor.

Part number: JC93-01156A

For instructions: Removal and replacement: SCU motor

66.80.08
The inner finisher paper support unit experienced and error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

612 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 3. Check the inner finisher for any damaged or loose parts.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. Check the paper support motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0571, Finisher Paper Support 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.

d. Check the paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.

Part number: JC66-04223A

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the support motor.

Part number: JC93-01001B

For instructions: Removal and replacement: Inner finisher paper support motor

g. If needed replace the paper support assembly.

Part number: JC90-01310A

5. If the motor test functions correctly check the support interrupt sensor.

ENWW 66.80.08 613

 a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor.

Sensor part number: 0604-001381

66.80.0A
Stack stabilizer error. The finisher clamp unit experienced an error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and then close the door of the finisher.

2. Check the finisher for any damaged or loose parts and remove any obstacles.

3. Check the clamp motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp 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.

614 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 d. Retest the motor.

e. If the motor test fails, replace the SCU motor.

Part number: JC93-01156A

For instructions: Removal and replacement: SCU motor

4. If the motor test functions correctly check the support interrupt sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the SCU home sensor.

Part number: 0604-001415

66.80.0B
Stopper error. The finisher experienced an end-fence error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. Check the end-fence motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

ENWW 66.80.0B 615

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2590, 2 Bin Finisher End Fence 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.

d. Retest the motor.

e. If the motor test fails, replace the end fence motor.

Part number: JC93-01001A

4. If the motor test functions correctly check the end fence sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor.

Part number: 0604-001415

5. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.80.0C
The finisher experienced a buffer error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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.

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

Recommended action for call-center agents and onsite technicians

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.

4. Check the buffer lift motor.

a. Open the following menus:

616 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2500, 2 Bin Finisher Buffer Lift 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.

d. Retest the motor.

e. If the motor test fails, replace the buffer lift motor.

Part number: JC90-01453A

For instructions: Removal and replacement: Buffer motor, gear, and sensor

5. If the motor test functions correctly check the buffer home sensor.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. If the error persists, replace the sensor.

Part number: 0604-001415

For instructions: Removal and replacement: Buffer motor, gear, and sensor

6. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

ENWW 66.80.20 617

 3. Remove the staple cartridge and lift up the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Close the finisher door.

6. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

618 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 3. Remove the staple cartridge and lift up the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Replace the stapler cartridge and close the finisher door.

6. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Part number: JC81-09882A

7. Turn the printer off, and then on.

8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub unit and
the finisher PCA.

9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

Part number: JC90-01412A

For instructions: Removal and replacement: Stapler unit

10. Replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

ENWW 66.80.20 619

 66.80.27
The front alignment tamper experienced an error in the inner finisher output device.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the inner 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.

620 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. 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, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

1. Open the inner finisher and check for any jammed paper or obstructions, and remove them.

a. Open the inner finisher door.

ENWW 66.80.27 621

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

622 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

2. If the error persists, check the front tamper motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0530, Right Tamper Motor. The right (front) alignment tamper should move back and
forth

c. If the motor functions, disconnect and reconnect both ends of the wire harness to the tamper motor.

d. Re-test the motor, if the motor still does not function replace the tamper motor.

Part number: JC93-01001A

3. If the motor test functions correctly, check the tamper home sensor.

a. Using the motor test re-run test 113-0530, Finisher Right Tamper Motor.

b. When the right tamper moves into the center of the tray, press Stop.

c. Run test 113-0390, Finisher Right Tamper Sensor. Touch Start and then Get Status. The sensor
should read “Low”.

d. Using the motor test re-run test 113-0530, Finisher Right Tamper Motor.

e. When the right tamper moves completely back to the home position, press Stop.

ENWW 66.80.27 623

 f. Run test 113-0390, Finisher Right Tamper Sensor. Touch Start and then Get Status. the sensor should
read “High”.

g. If it does not read “High”, push the right alignment tamper against the front wall.

h. Touch Get Status. the sensor should read “High”.

i. If it does not read “High”, disconnect and reconnect both ends of the wire harness to the sensor from
the finisher PCA.

j. Retest the sensor, if it does not function correctly replace the sensor.

Part number: 0604-001381

4. If the error persists, replace the finisher PCA.

Part number: JC92-02774B

66.80.36
The inner-finisher main tray experienced a tray lift motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

This error will only be posted with early versions of firmware prior to 4.5.1.

Recommended action for customers

1. Check the staple cartridge.

a. Open the finisher door and remove the stapler cartridge.

624 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

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.

ENWW 66.80.36 625

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - 66.60.32 tray lift motor
failure on A3 LaserJet finishers (Service Action Advisory)

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:

a. Make sure that the output trays, specifically Tray 2, the moveable tray, are attached and secured with
screws.

626 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Check to ensure all cables are plugged in. Specifically, the position sensor on the motor assembly.

Figure 33-20 Check connections

c. If the error persists, please continue troubleshooting using the following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization process.

4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
tray beam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0471, Finisher Main Tray Beam Sensor.

ENWW 66.80.36 627

 c. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

Figure 33-21 Cover beam sensor

d. If the reading does not change, disconnect and reconnect the wire harness from the tray limit sensor
to the finisher PCA.

e. Retest the sensor. If the test fails, replace the limit sensor.

Part number: 0603-001309

5. Check the main tray home sensor.

a. Run test 113–0470, Finisher Main Tray Home Sensor.

b. Touch Start and then Get Status. The reading should be “Low”.

c. Lift up gently on the main tray and hold it there. Touch Start and then Get Status. The reading should
be “High”.

d. If the reading does not change, disconnect and reconnect the wire harness from the tray home
sensor to the finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001381

6. Check the inner finisher main tray motor.

a. Run test 113–0570, Finisher Main Tray Motor.

b. Ensure finisher main tray lowers and raises during the test.

c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.

Part number: JC90-01334A

7. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

628 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

66.80.38
The initialization of the stacker failed to be completed within the designated time.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. 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. Check to see if there is any skew on the main output tray.

4. Check the main tray full sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

ENWW 66.80.38 629

 d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

5. Check the main tray beam sensor.

a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.

6. Check the main tray motor.

a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.

b. Ensure the finisher main tray lowers and raises during the test.

630 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

Part number: JC90-01415A

For instructions: Removal and replacement: Main tray moving motor

7. Check the home position sensor.

a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,

b. If the test fails, replace the home position sensor.

Part number: 0604–001415

8. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.80.46
The stapler operation experienced a failure.

● Recommended action for customers

● Inner Finisher: Recommended action for call-center agents and onsite technicians

● Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

This error can be caused by the inner finisher/printer being shipped from the staging area to the customer site
WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler to move inside the
inner finisher on its path. This in turn causes the staple cartridge to come out of the stapler and it gets stuck
inside the inner finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

ENWW 66.80.46 631

 b. Verify the stapler unit shipping/retaining screw has been removed.

Figure 33-22 Shipping screw

c. Use the release lever to slide the inner finisher away from the printer.

d. Open the right and upper jam covers.

632 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 e. Inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

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

Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock screw
installed.

a. Check if shipping screw is present.

Figure 33-23 Shipping screw

ENWW 66.80.46 633

 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.

Figure 33-24 The staple cartridge green handle stuck inside the inner finisher

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 66.80.46 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.

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.

634 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Verify the stapler unit shipping/retaining screw has been removed.

Figure 33-25 Shipping screw

c. Use the release lever to slide the inner finisher away from the printer.

d. Open the right and upper jam covers.

ENWW 66.80.46 635

 e. Inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

5. If the error persists, check the stapler transverse motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0581, Finisher Transverse 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.

d. Retest the motor. If the motor still does not function, replace the motor.

Part number: JC31-00149A

6. If the error persists, replace the entire inner finisher.

Kit-Inner Finisher part number: Y1G00-67901

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite
technicians
1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

636 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

ENWW 66.80.46 637

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, check the stapler move motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2620, 2 Bin Finisher Stapler Move 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.

d. Disconnect and reconnect the wire harness to the following sensors.

● Staple move home sensor.

● Staple move offline sensor.

● Staple move mid-front sensor.

● Staple move mid-rear sensor.

e. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

Part number: JC90-01412A

For instructions: Removal and replacement: Stapler unit

638 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

66.90.11
Booklet diverter failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open the door of the finisher.

2. Open the diverter access door and clear any jammed paper.

3. Check the finisher for any other jammed paper or obstacles, and remove them.

4. Close the finisher door and retest.

5. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

ENWW 66.90.11 639

 1. Open the door of the finisher.

2. Open the diverter access door and clear any jammed paper.

3. Check the finisher for any other jammed paper or obstacles, and remove them.

4. Close the finisher door and retest.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, check the diverter motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

640 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3560, Booklet Diverter 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC31-00163B

7. Check the divert home position sensor.

a. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

b. Replace the sensor if needed.

Part number: 0604-001415

c. If damaged, replace the finisher sub diverter cam.

Part number: JC90-01458A

66.90.12
Booklet accumulator failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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.

3. If the error persists, check the tamper motor.

a. Open the following menus:

ENWW 66.90.12 641

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3540, Booklet Tamper 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

4. Check the tamper home position sensor.

a. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

b. Replace the sensor if needed.

Part number: 0604-001415

5. If the error persists, replace the tamper unit.

Part number: JC90-01431A

66.90.13
Booklet paddle failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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

642 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, check the paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3580, Booklet Paddle 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01001A

4. Check the paddle home position sensor.

a. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

b. Replace the sensor if needed.

Part number: 0604-001415

66.90.14
The booklet maker experienced a knife (blade) error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

ENWW 66.90.14 643

 Recommended action for call-center agents and onsite technicians
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.

3. If the error persists, check the knife motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3550, Booklet Knife 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC31-00144A

4. Check the knife home position sensor.

a. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

b. Replace the sensor if needed.

Part number: 0604-001415

5. If the error persists, replace the finisher sub-main blade unit.

Part number: JC90-01437A

66.90.15
The booklet maker experienced a press failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

644 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

Recommended action for customers
1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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.

3. If the error persists, check the press motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3570, Booklet Press 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

4. Check the knife home position sensor.

a. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

b. Replace the sensor if needed.

Part number: 0604-001415

66.90.16
Booklet maker stapler failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 66.90.16 645

 Recommended action for customers
1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.

4. If the error persists, replace the booklet PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

5. If the error persists, replace the stapler unit.

Part number: JC81-09881B

66.90.21
The booklet maker cam unit has experienced an error.

● Recommended action for customers:

● Recommended action for call-center agents

● Recommended action for onsite technicians

Recommended action for customers:

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents

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.

646 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 3. Upgrade the finisher and engine to the latest version of firmware.

Finisher firmware version V04.22 or greater.Engine firmware datecode 4.3.0.2 or greater.

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, disptach a technician to troubleshoot the following parts.

● Booklet maker exit cam home sensor.

● Booklet maker exit cam motor.

● Booklet maker exit cam solenoid.

Recommended action for onsite technicians

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.

Finisher firmware version V04.22 or greater.Engine firmware 4.3.0.2 or greater.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle fro HP.com

b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.

The finisher must be connected to the print engine when performing the upgrade.

5. If the finisher and the printer have the current firmware or the issue persists, check the exit cam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2210 BM exit cam home sensor

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
from the sensor to the finisher PCA.

d. retest the sensor. if the sensor continues to fail, replace the sensor.

6. Test the exit cam motor.

ENWW 66.90.21 647

 a. Run test 113-2660 BM exit cam motor. When this diagnostic is executed, you can see the lower
jam clearing knob inside the front door rotate

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

c. Retest the motor. If the motor still does not function replace the motor.

7. Test the exit cam solenoid.

a. Run test 113-2670 BM exit cam solenoid.

b. If the solenoid does not function correctly, disconnect and reconnect both ends of the wire harness
from the solenoid to the finisher PCA.

c. Retest the solenoid. If the motor still does not function replace the solenoid.

8. If the error persist, elevate the case using the Standard Support Process.

66.90.22 and 66.90.23

The booklet maker cam unit has experienced an error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, check the booklet exit cam motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

● Service Tools

648 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2660, 2 Bin Finisher BM Exit Cam 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

4. Check the connection status of the booklet maker motor and booklet maker cam home sensor.

5. If the same error occurs, then replace the sensor, motor or finisher PCA.

Finisher PCA part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA

66.90.43
Booklet maker paper position motor error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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

Recommended action for call-center agents and onsite technicians

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

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, check the paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04087617

ENWW 66.90.43 649

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3530, Booklet Stopper 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.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC90-01415A

4. If the error persists, replace the booklet PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA

650 Chapter 33 65.WX.YZ and 66.WX.YZ error messages ENWW

34 67.WX.YZ error messages

● 67.* error messages

● 67.04.01

● 67.04.02

● 67.05.01 and 67.05.02 error

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

● Recommended action

Recommended action for customers

1. Turn the printer off, and then on.

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

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

1. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.04.01
The printer cannot communicate with tray 3 on the high capacity input tray.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 67.* error messages 651

 Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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.

The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a 2000 sheet bottom HCI
and a 3000 sheet side HCI. The errors are caused by a loss of communication with these devices when coming
out of Sleep. Workaround: disable Sleep. Solution: the timing issue has been resolved and will be available in the
4.7.2 FutureSmart release

1. Turn the printer off.

2. Remove the rear cover.

a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the connector is
seated correctly and is not damaged.

b. If the connector is defective, replace it.

Part number: JC39-02283A

3. If the error persists, replace the high capacity input tray PCA..

Part number: JC92-02738B

For instructions: Removal and replacement: Bottom HCI PCA

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

652 Chapter 34 67.WX.YZ error messages ENWW

Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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.

The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a 2000 sheet bottom HCI
and a 3000 sheet side HCI. The errors are caused by a loss of communication with these devices when coming
out of Sleep. Workaround: disable Sleep. Solution: the timing issue has been resolved and will be available in the
4.7.2 FutureSmart release

1. Turn the printer off, and then on.

2. Turn the printer off.

3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the connector is
seated correctly and is not damaged. Replace the connector if necessary.

Part number: JC39-02276A

5. If the error persists, replace the DCF PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA

67.05.01 and 67.05.02 error

The printer cannot communicate with a tray on the high capacity input tray side unit (sHCI).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

67.05.01 Tray 4

67.05.02 Tray 5

ENWW 67.05.01 and 67.05.02 error 653

 Recommended action for customers
1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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. Remove the sHCI fright cover and rear cover.

3. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the connector is seated
correctly and are not damaged. Replace the connector if necessary.

Part number: JC39-02294A

4. If the error persists, replace the sHCI PCA.

Part number: JC92-02738C

For instructions: Removal and replacement: Side HCI PCA

654 Chapter 34 67.WX.YZ error messages ENWW

35 70.WX.YZ error messages

● 70.* errors

70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB) depending on
your printer.

● Recommended action for customers

● Recommended action

Recommended action for customers

1. Turn the printer off, and then on.

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

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

1. Turn the printer off, and then on.

2. Replace the DC controller or the Main board PCA (ECB) as needed.

ENWW 70.* errors 655

656 Chapter 35 70.WX.YZ error messages ENWW
36 80.WX.YZ error messages

● 80.* errors

ENWW 657
 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.

● Recommended action

● Recommended action

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

1. 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, please contact customer support at: www.hp.com/go/contactHP.

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

1. 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.

658 Chapter 36 80.WX.YZ error messages ENWW

37 81.WX.YZ error messages

● 81.* errors

ENWW 659
 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.

● Recommended action

● Recommended action

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

1. 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, please contact customer support at: www.hp.com/go/contactHP.

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

1. 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.

660 Chapter 37 81.WX.YZ error messages ENWW

38 82.WX.YZ error messages

● 82.* errors

● 82.73.45 Disk Successfully cleaned

● 82.73.46, 82.73.47

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.

● Recommended action

● Recommended action

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

1. 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, please contact customer support at: www.hp.com/go/contactHP.

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

1. 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.

ENWW 82.* errors 661

 82.73.45 Disk Successfully cleaned
Event log only, disk successfully cleaned.

● No action necessary

No action necessary

662 Chapter 38 82.WX.YZ error messages ENWW

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

● Recommended action

This error is usually caused by a failure of the disk hardware.

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

ENWW 82.73.46, 82.73.47 663

664 Chapter 38 82.WX.YZ error messages ENWW
39 90.WX.YZ error messages

● 90.* errors

90.* errors
Errors in the 90.* family are related to the control panel.

● Recommended action for customers

● Recommended action

Recommended action for customers

1. Turn the printer off, and then on.

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

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

1. 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.

ENWW 90.* errors 665

666 Chapter 39 90.WX.YZ error messages ENWW
40 98.WX.YZ error messages

● 98.* errors

● 98.00.01 or 98.01.00 Corrupt data in firmware volume

● 98.00.02 Corrupt data in the solutions volume

● 98.00.03 Corrupt data in the configuration volume

● 98.00.04 Corrupt data in the job data volume

ENWW 667
 98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

● Recommended action

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

1. 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.

4. Reload the firmware.

668 Chapter 40 98.WX.YZ error messages ENWW

98.00.01 or 98.01.00 Corrupt data in firmware volume
Data corruption has occurred in the firmware volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

ENWW 98.00.01 or 98.01.00 Corrupt data in firmware volume 669

 98.00.02 Corrupt data in the solutions volume
Data corruption has occurred in the solutions volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

670 Chapter 40 98.WX.YZ error messages ENWW

98.00.03 Corrupt data in the configuration volume
Data corruption has occurred in the configuration volume.

● Recommended action

Recommended action
1. Turn the product 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.

4. Reload the firmware.

ENWW 98.00.03 Corrupt data in the configuration volume 671

 98.00.04 Corrupt data in the job data volume
Data corruption has occurred in the job data volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Rerun the file erase function.

672 Chapter 40 98.WX.YZ error messages ENWW

41 99.WX.YZ error messages

● 99.* errors

● 99.00.01 Upgrade not performed file is corrupt

● 99.00.02 Upgrade not performed timeout during receive

● 99.00.04 Upgrade not performed timeout during receive

● 99.00.05 Upgrade not performed timeout during receive

● 99.00.09 Upgrade canceled by user

● 99.00.10 Upgrade canceled by user

● 99.00.11 Upgrade canceled by user

● 99.00.12 Upgrade not performed the file is invalid

● 99.00.13 Upgrade not performed the file is invalid

● 99.00.14 Upgrade not performed the file is invalid

● 99.00.2x

● 99.01.xx

● 99.02.01

● 99.02.09

● 99.07.20 Fax error

● 99.07.YZ Firmware install error

● 99.09.61 Unsupported disk

● 99.09.62 Unknown disk

● 99.09.63 Incorrect disk

● 99.09.64 Disk Nonfunctional

● 99.09.66 No boot device.

● 99.09.67 Disk is not bootable please download firmware

● 99.59.62 Unknown Disk

ENWW 673
 ● 99.59.64 Disk NonFunctional

● 99.59.66 No Boot Disk

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

● Recommended action

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

1. 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.

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

674 Chapter 41 99.WX.YZ error messages ENWW

99.00.01 Upgrade not performed file is corrupt
A remote firmware upgrade (RFU) was not performed.

● Recommended action

This is a CRC error in the firmware image (bad image).

Recommended action
▲ Download the RFU file, and then attempt the upgrade again.

ENWW 99.00.01 Upgrade not performed file is corrupt 675

 99.00.02 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

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
The most common cause is an issue with the network environment.

▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

676 Chapter 41 99.WX.YZ error messages ENWW

99.00.04 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

If the upgrade is being performed over the network check the link light on the ethernet connection on the
printer formatter and make sure that one light is solid and the other is blinking indicating that data is
passing over the ethernet connection. This is an indication of a good physical connection.

ENWW 99.00.04 Upgrade not performed timeout during receive 677

 99.00.05 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

678 Chapter 41 99.WX.YZ error messages ENWW

99.00.09 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user.

Recommended action
▲ Resend the RFU.

ENWW 99.00.09 Upgrade canceled by user 679

 99.00.10 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user when reading the header number and size.

Recommended action
▲ Resend the RFU.

680 Chapter 41 99.WX.YZ error messages ENWW

99.00.11 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user when reading the rest of the header.

Recommended action
▲ Resend the RFU.

ENWW 99.00.11 Upgrade canceled by user 681

 99.00.12 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

682 Chapter 41 99.WX.YZ error messages ENWW

99.00.13 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

ENWW 99.00.13 Upgrade not performed the file is invalid 683

 99.00.14 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The file is invalid.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

684 Chapter 41 99.WX.YZ error messages ENWW

99.00.2x
There is a compatibility issue with the firmware.

● Recommended action

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file from www.hp.com, and then resend the firmware upgrade.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

ENWW 99.00.2x 685

 99.01.xx
A firmware install error has occurred.

● Recommended action

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
▲ Reload the firmware.

686 Chapter 41 99.WX.YZ error messages ENWW

99.02.01
Firmware installation was successful.

● No action necessary

No action necessary

ENWW 99.02.01 687

 99.02.09
Firmware upgrade cancelled by user.

● No action necessary

No action necessary

99.07.20 Fax error

Fax card communication error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. 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

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 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.

688 Chapter 41 99.WX.YZ error messages ENWW

Recommended action for customers
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

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on the
formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware from the preboot menu.

a. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

b. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.

4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
Firmware.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

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

ENWW 99.07.YZ Firmware install error 689

 99.09.61 Unsupported disk
This is a Preboot menu error.

● Recommended action

The installed disk is installed in a product configured for an encrypted hard disk.

Recommended action
▲ Access the Preboot menu, and then select Lock Disk to lock the disk.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

690 Chapter 41 99.WX.YZ error messages ENWW

99.09.62 Unknown disk
This error indicates that there is an encryption mismatch between the HDD and the formatter.

● Recommended action

This typically happens because an HDD was swapped into a device from another device.

Recommended action
1. Use the Preboot menu to unlock the disk.

2. If a disk is to be reused in a different product, execute the Format Disk procedure from the Preboot menu,
and then reload the firmware and lock the disk.

▲ From the preboot menue, open the folowing menues:

● 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.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

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

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 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.

ENWW 99.09.62 Unknown disk 691

 99.09.64 Disk Nonfunctional
A fatal hard disk drive failure has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

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 the Formatter cover and ensure the hard disk is
making a good connection.

4. If the error persists, replace the hard disk drive.

320 GB Hard disk drive part number: 5851-6712

For instructions: Removal and replacement: Formatter Hard disk drive

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: B5L29-60001

99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

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

692 Chapter 41 99.WX.YZ error messages ENWW

Recommended action for call-center agents and onsite technicians
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.

320 GB Hard disk drive part number: 691917-011

For instructions: Removal and replacement: Formatter Hard disk drive

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

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

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

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays. Enter
the password to proceed.

4. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.

5. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the 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.

ENWW 99.09.67 Disk is not bootable please download firmware 693

 d. Provide instructions to download firmware.

e. If the error persists, replace the hard disk drive.

320 GB Hard disk drive part number: 691917-011

For instructions: Removal and replacement: Formatter Hard disk drive

Do NOT replace the formatter board, it will not resolve this error.

694 Chapter 41 99.WX.YZ error messages ENWW

99.59.62 Unknown Disk
The hard disk drive on the main board PCA is an unknown type.

● Recommended action

Recommended action
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 main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive

ENWW 99.59.62 Unknown Disk 695

 99.59.64 Disk NonFunctional
The hard disk drive on the main board PCA is not functioning.

● Recommended action

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive

696 Chapter 41 99.WX.YZ error messages ENWW

99.59.66 No Boot Disk
The hard disk drive on the main board PCA is not installed or is not working.

● Recommended action

Recommended action
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 main board PCA to the hard disk drive.

4. If the error persists, replace the hard disk drive.

Part number: 691917-011

For instructions: Removal and replacement: Internal hard disk drive

ENWW 99.59.66 No Boot Disk 697

698 Chapter 41 99.WX.YZ error messages ENWW
42 Alphabetical error messages

● Toner Collection Unit Almost Full

ENWW 699
 Toner Collection Unit Almost Full
The toner collection unit is almost full

● Recommended action

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.

700 Chapter 42 Alphabetical error messages ENWW