HP Color LaserJet Managed MFP E786 Series

HP Color LaserJet Managed MFP E78625, E78630, E78635

HP Color LaserJet Managed Flow MFP E78625, E78630, E78635

Control Panel Messages Document (CPMD)

www.hp.com/support/colorljE786mfp
 HP Color LaserJet Managed MFP E786,
E78625, E78630, E78635 - Control Panel
Message Document (CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

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

Company, L.P. PostScript® are trademarks of Adobe
Systems Incorporated.
Reproduction, adaptation, or translation
without prior written permission is Apple and the Apple logo are trademarks of
prohibited, except as allowed under the Apple Inc., registered in the U.S. and other
copyright laws. countries.
The information contained herein is subject macOS is a trademark of Apple Inc.,
to change without notice. registered in the U.S. and other countries.
The only warranties for HP products and AirPrint is a trademark of Apple Inc.,
services are set forth in the express registered in the U.S. and other countries.
warranty statements accompanying such
products and services. Nothing herein Google™ is a trademark of Google Inc.
should be construed as constituting an
additional warranty. HP shall not be liable Microsoft®, Windows®, and Windows Server®
for technical or editorial errors or omissions are U.S. registered trademarks of Microsoft
contained herein. Corporation.

Edition 2.0, 01/2023 UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

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

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

Error codes (types and structure) .................................................................................................................................................................................... 6

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

WISE - How to access and use............................................................................................................................................................................................ 9
Accessing WISE.................................................................................................................................................................................................................. 9
Using WISE to search for error codes.............................................................................................................................................................. 12
Using WISE to access repair and replace videos for FRUs .............................................................................................................. 14

6 Printer service information .......................................................................................................................................................................................................18

7 Numerical control panel messages ....................................................................................................................................................................................19

10.WX.YZ error messages .....................................................................................................................................................................................................19
10.wx.yz error messages ............................................................................................................................................................................................19
10.xx.01 Supply memory chip error ..................................................................................................................................................................... 21
10.0x.03 Toner cartridge or imaging drum unit supply memory Error...................................................................................... 22
10.0x.15 Install <supply> ............................................................................................................................................................................................. 23
10.0x.35 Incompatible <Supply> ........................................................................................................................................................................... 31
10.00.60, 10.01.60, 10.02.60, 10.03.60 .................................................................................................................................................................. 33
10.0x.60 Imaging drum unit low .............................................................................................................................................................................37
10.0x.69 or 10.0x.70 Toner Empty .........................................................................................................................................................................38
10.0x.69 or 10.0x.70 Imaging drum unit worn ..............................................................................................................................................40
10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90 ............................................................................................................................................. 41
10.00.93, 10.01.93, 10.02.93, 10.03.93 .................................................................................................................................................................. 45
10.0x.B1 Supply RPC Timeout Error ................................................................................................................................................................... 49
10.31.15 Toner collection unit not installed ....................................................................................................................................................50
10.31.60, 10.31.69 Toner collection unit full .................................................................................................................................................... 53
10.3x.60 Developer unit low .....................................................................................................................................................................................57
10.38.15 Toner collection duct install error ...................................................................................................................................................58
11.WX.YZ error messages ..................................................................................................................................................................................................... 59
11.* errors............................................................................................................................................................................................................................... 59
13.WX.YZ error messages ....................................................................................................................................................................................................60
13.* errors..............................................................................................................................................................................................................................60
13.A2.D3..................................................................................................................................................................................................................................66
13.A2.D4 (DCF)....................................................................................................................................................................................................................70
13.A2.D4 (HCI)......................................................................................................................................................................................................................74

iii
 13.A2.D5 (DCF)....................................................................................................................................................................................................................78
13.A3.A3.................................................................................................................................................................................................................................. 82
13.A3.D3 ..................................................................................................................................................................................................................................87
13.A3.D4 (DCF)....................................................................................................................................................................................................................97
13.A3.D4 (HCI) ..................................................................................................................................................................................................................103
13.A3.D5 (DCF).................................................................................................................................................................................................................109
13.A3.FF ................................................................................................................................................................................................................................. 115
13.A4.D4 (DCF)...................................................................................................................................................................................................................117
13.A4.D5 (DCF)..................................................................................................................................................................................................................124
13.A4.FF ................................................................................................................................................................................................................................ 132
13.A5.A5................................................................................................................................................................................................................................134
13.A5.D5 ...............................................................................................................................................................................................................................138
13.A5.FF ................................................................................................................................................................................................................................146
13.A7.A4 (DCF).................................................................................................................................................................................................................. 149
13.A7.A4 (HCI) ...................................................................................................................................................................................................................153
13.A7.D4(HCI) .....................................................................................................................................................................................................................157
13.A8.A1.................................................................................................................................................................................................................................165
13.A8.A2................................................................................................................................................................................................................................168
13.A8.D1 ..................................................................................................................................................................................................................................171
13.A8.D2 ................................................................................................................................................................................................................................181
13.A8.FF ................................................................................................................................................................................................................................190
13.B2.AD............................................................................................................................................................................................................................... 192
13.B2.Az ...............................................................................................................................................................................................................................194
13.B2.D1..................................................................................................................................................................................................................................197
13.B2.D2............................................................................................................................................................................................................................... 202
13.B2.D3...............................................................................................................................................................................................................................208
13.B2.D4 (DCF).................................................................................................................................................................................................................. 211
13.B2.D4 (HCI)................................................................................................................................................................................................................... 214
13.B2.D5 (DCF)..................................................................................................................................................................................................................217
13.B2.DD.............................................................................................................................................................................................................................. 220
13.B2.FF ............................................................................................................................................................................................................................... 223
13.B9.Az Fuser Jam ................................................................................................................................................................................................... 226
13.B9.Dz ............................................................................................................................................................................................................................... 231
13.B9.FF................................................................................................................................................................................................................................ 235
13.D2.Az............................................................................................................................................................................................................................... 238
13.D2.Dz.................................................................................................................................................................................................................................241
13.D2.FF ...............................................................................................................................................................................................................................245
13.E1.A1 ................................................................................................................................................................................................................................. 248
13.E1.Dz ................................................................................................................................................................................................................................ 251
13.E7.Az ................................................................................................................................................................................................................................ 258
13.E7.Dz ................................................................................................................................................................................................................................ 261
13.E7.FF ................................................................................................................................................................................................................................266
13.59.A3 .............................................................................................................................................................................................................................. 269
13.59.D3 ............................................................................................................................................................................................................................... 274
13.59.FF ...............................................................................................................................................................................................................................280
13.60.A1, 13.60.A2 or 13.60.A3 .............................................................................................................................................................................. 285
13.60.D1, 13.60.D2 or 13.60.D3 .............................................................................................................................................................................296
13.60.FF ............................................................................................................................................................................................................................... 307
13.63.A1 ................................................................................................................................................................................................................................316

iv
 13.63.AZ ............................................................................................................................................................................................................................... 321
13.63.DZ .............................................................................................................................................................................................................................. 326
13.63.F0 ................................................................................................................................................................................................................................331
13.84.A1 ...............................................................................................................................................................................................................................336
13.84.D1 ................................................................................................................................................................................................................................ 341
13.84.D2 ..............................................................................................................................................................................................................................346
13.84.F0 ............................................................................................................................................................................................................................... 352
13.90.A3 ...............................................................................................................................................................................................................................357
13.90.D3 ..............................................................................................................................................................................................................................364
13.91.FF ..................................................................................................................................................................................................................................371
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door...................................................................................................................379
13.92.FF Jam in front left door ............................................................................................................................................................................385
13.95.D3 ..............................................................................................................................................................................................................................389
13.95.FF ...............................................................................................................................................................................................................................395
13.98.A3 ..............................................................................................................................................................................................................................400
13.69.A2 or 13.98.D3 ...................................................................................................................................................................................................406
20.WX.YZ error messages .................................................................................................................................................................................................. 411
20.* errors ............................................................................................................................................................................................................................ 411
30.WX.YZ error messages .................................................................................................................................................................................................. 411
30.* errors............................................................................................................................................................................................................................ 411
30.01.41, 30.01.45, 30.01.57........................................................................................................................................................................................ 412
30.01.44................................................................................................................................................................................................................................. 413
31.WX.YZ error messages .................................................................................................................................................................................................. 416
31.* errors............................................................................................................................................................................................................................ 416
31.13.00...................................................................................................................................................................................................................................417
31.13.01 (100-sheet ADF) ............................................................................................................................................................................................ 419
31.13.01 (200-sheet Flow ADF, 200-sheet ADF) ........................................................................................................................................ 423
31.13.02 (200-sheet Flow ADF, 200-sheet ADF) ....................................................................................................................................... 432
31.13.13...................................................................................................................................................................................................................................439
31.13.14 (300-sheet Flow ADF) ............................................................................................................................................................................... 441
31.13.14 (100-sheet ADF)............................................................................................................................................................................................446
32.WX.YZ error messages ................................................................................................................................................................................................. 451
32.* errors ........................................................................................................................................................................................................................... 451
32.08.A1, 32.08.A2, 32.08.A3 ................................................................................................................................................................................. 451
32.1C.05 ............................................................................................................................................................................................................................... 451
32.1C.06 (event code).................................................................................................................................................................................................. 451
32.1C.07 (event code) ................................................................................................................................................................................................. 452
32.1C.08 (event code)................................................................................................................................................................................................. 452
32.1C.09 (event code)................................................................................................................................................................................................. 452
32.1C.0A (event code) ................................................................................................................................................................................................ 452
32.1C.0D (event code)................................................................................................................................................................................................ 453
32.1C.11 (event code) .................................................................................................................................................................................................. 453
32.1C.13, 32.1C.14 ............................................................................................................................................................................................................ 453
32.1C.15 ................................................................................................................................................................................................................................ 453
32.1C.2E ............................................................................................................................................................................................................................... 453
32.1C.2F ............................................................................................................................................................................................................................... 453
32.1C.40 .............................................................................................................................................................................................................................. 454
32.1C.41 ................................................................................................................................................................................................................................ 454

v
 32.1C.42 ............................................................................................................................................................................................................................... 454
32.1C.43 ............................................................................................................................................................................................................................... 454
32.1C.44 ............................................................................................................................................................................................................................... 454
32.1C.45 ............................................................................................................................................................................................................................... 454
32.1C.46 ............................................................................................................................................................................................................................... 455
32.1C.47 ............................................................................................................................................................................................................................... 455
32.1C.48 ............................................................................................................................................................................................................................... 455
32.1C.49 ............................................................................................................................................................................................................................... 455
32.1C.4A .............................................................................................................................................................................................................................. 455
32.1C.56 ..............................................................................................................................................................................................................................456
32.1C.57 ...............................................................................................................................................................................................................................456
32.1C.58 ..............................................................................................................................................................................................................................456
32.1C.60 ..............................................................................................................................................................................................................................456
32.1C.61 ................................................................................................................................................................................................................................456
32.1C.62 ...............................................................................................................................................................................................................................456
32.1C.68 ...............................................................................................................................................................................................................................457
32.1C.69 ................................................................................................................................................................................................................................457
32.1C.6A ...............................................................................................................................................................................................................................457
32.1C.6D ...............................................................................................................................................................................................................................457
33.WX.YZ error messages .................................................................................................................................................................................................457
33.* errors...........................................................................................................................................................................................................................457
33.01.xx ...............................................................................................................................................................................................................................458
33.04.01 Missing TPM................................................................................................................................................................................................458
33.04.02 Missing TPM...............................................................................................................................................................................................459
33.04.03 Unknown TPM ...........................................................................................................................................................................................459
33.04.04 or 33.04.05 Unknown TPM................................................................................................................................................................460
33.04.06 TPM Locked Out .......................................................................................................................................................................................461
33.05.0z SureStart errors ......................................................................................................................................................................................461
33.05.1x Whitelisting errors .................................................................................................................................................................................. 462
33.05.2x Intrusion detection errors ...............................................................................................................................................................463
33.06.03 Uninitialized supply chip on formatter ...................................................................................................................................463
33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card.............................................................................464
33.08.06 Boot code corrupt .................................................................................................................................................................................464
33.08.08 Upgrade corrupt .....................................................................................................................................................................................464
33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card..........................................................................465
33.08.19 Corrupt data in firmware volume.................................................................................................................................................466
33.08.6x Intrusion detection errors ................................................................................................................................................................466
40.WX.YZ error messages .................................................................................................................................................................................................467
40.* errors...........................................................................................................................................................................................................................467
40.00.01 USB I/O buffer overflow To continue, touch “OK” .............................................................................................................467
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................................467
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .............................................................................................................467
40.00.04 EIO <x> bad transmission To continue, touch “OK” ........................................................................................................467
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ......................................................................................468
40.08.0x USB storage accessory removed .............................................................................................................................................468
40.0x.05 USB storage accessory removed .............................................................................................................................................468
41.WX.YZ error messages .................................................................................................................................................................................................468
41.* errors ...........................................................................................................................................................................................................................468

vi
 41.03.FZ Unknown Misprint Error .....................................................................................................................................................................469
41.03.01...................................................................................................................................................................................................................................471
41.03.02.................................................................................................................................................................................................................................473
41.03.03.................................................................................................................................................................................................................................475
41.03.04 (DCF) ..................................................................................................................................................................................................................478
41.03.05(DCF) ...................................................................................................................................................................................................................479
42.WX.YZ error messages ................................................................................................................................................................................................480
42.* errors ..........................................................................................................................................................................................................................480
42.B0.01 ................................................................................................................................................................................................................................481
42.11.08 Invalid Flex Build..........................................................................................................................................................................................481
42.11.09 Invalid Storage.............................................................................................................................................................................................481
42.11.10 Invalid ISA......................................................................................................................................................................................................... 482
42.11.11 Invalid CP ........................................................................................................................................................................................................... 482
44.WX.YZ error messages ................................................................................................................................................................................................483
44.* errors..........................................................................................................................................................................................................................483
44.01.xx Error Event log message ...................................................................................................................................................................483
44.02.xx Error Event log message (Multifunction product only.)................................................................................................484
44.03.xx Error Event log message ..................................................................................................................................................................484
44.04.xx Error Event log message (Multifunction product only.) ...............................................................................................484
44.05.xx Error Event log message (Multifunction product only.) ...............................................................................................484
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................484
44.08.xx Error Event log message (Multifunction product only.) ...............................................................................................485
44.10.xx Error Event log message (Multifunction product only.).................................................................................................485
44.11.0E Error Event log message (Multifunction product only.).................................................................................................485
44.11.xx Error Event log message (Multifunction product only.)..................................................................................................485
44.12.0E Error Event log message (Multifunction product only.)................................................................................................485
44.12.xx Error Event log message (Multifunction product only.).................................................................................................486
44.16.01 Error Event log message (Multifunction product only.).................................................................................................486
44.16.02 Error Event log message (Multifunction product only.)................................................................................................486
44.16.03 Error Event log message (Multifunction product only.)................................................................................................486
44.16.04 Error Event log message (Multifunction product only.).................................................................................................487
44.16.05 Error Event log message (Multifunction product only.).................................................................................................487
44.16.06 Error Event log message (Multifunction product only.).................................................................................................487
44.16.07 Error Event log message (Multifunction product only.)..................................................................................................487
44.16.08 Error Event log message (Multifunction product only.)................................................................................................488
44.16.09 Error Event log message (Multifunction product only.)................................................................................................488
44.16.0A Error Event log message (Multifunction product only.) ...............................................................................................488
44.16.0B Error Event log message (Multifunction product only.) ...............................................................................................488
44.16.0D Error Event log message (Multifunction product only.) ...............................................................................................489
44.16.0E Error Event log message (Multifunction product only.)................................................................................................489
44.16.0F Error Event log message (Multifunction product only.)................................................................................................489
44.16.10 Error Event log message (Multifunction product only.) .................................................................................................489
44.16.FF Error Event log message (Multifunction product only.) ................................................................................................489
44.34.04 Fax Modem2 Failure.............................................................................................................................................................................490
44.34.xx Error Event log message ...................................................................................................................................................................490
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ........................................................................................................................490
45.WX.YZ error messages ................................................................................................................................................................................................490
45.00.07 ...............................................................................................................................................................................................................................490

vii
 45.00.1C ............................................................................................................................................................................................................................... 491
45.00.70 ............................................................................................................................................................................................................................... 492
46.WX.YZ error messages ................................................................................................................................................................................................ 492
46.* error messages .................................................................................................................................................................................................. 492
46.24.00............................................................................................................................................................................................................................... 493
46.24.01 ................................................................................................................................................................................................................................ 493
46.24.03 Invalid Configuration (Finisher and Engine speed) ........................................................................................................494
47.WX.YZ error messages.................................................................................................................................................................................................494
47.* errors...........................................................................................................................................................................................................................494
47.00.xx ...............................................................................................................................................................................................................................494
47.01.xx errors ................................................................................................................................................................................................................. 495
47.02.xx ............................................................................................................................................................................................................................... 495
47.03.xx ...............................................................................................................................................................................................................................496
47.04.xx ...............................................................................................................................................................................................................................496
47.05.xx ................................................................................................................................................................................................................................497
47.06.xx ................................................................................................................................................................................................................................497
47.FC.yz Printer Calibration Failed To continue, touch “OK” ..........................................................................................................498
48.WX.YZ error messages................................................................................................................................................................................................499
48.* errors..........................................................................................................................................................................................................................499
48.0D.01 Remote Image Disk error .................................................................................................................................................................500
49.WX.YZ error messages ................................................................................................................................................................................................500
49.13.01 .................................................................................................................................................................................................................................500
49.XX.YY Error To continue turn off then on .............................................................................................................................................500
50.WX.YZ error messages ................................................................................................................................................................................................502
50.* errors..........................................................................................................................................................................................................................502
50.FF.01 Fuser error ...................................................................................................................................................................................................502
50.FF.02 Fuser error ..................................................................................................................................................................................................505
50.FF.yz Fuser error ...................................................................................................................................................................................................506
54.WX.YZ error messages ................................................................................................................................................................................................509
54.* errors..........................................................................................................................................................................................................................509
54.14.00................................................................................................................................................................................................................................. 510
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors .............................................................................................................................. 512
54.DD.05, 54.DD.06 and 54.DD.07 error ........................................................................................................................................................ 513
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ............................................................................ 514
54.DD.0E Wrap jam sensor calibration error ........................................................................................................................................... 515
56.WX.YZ error messages ................................................................................................................................................................................................. 516
56.* errors........................................................................................................................................................................................................................... 516
57.WX.YZ error messages.................................................................................................................................................................................................. 516
57.* errors............................................................................................................................................................................................................................ 516
57.00.01, 57.00.02 errors ............................................................................................................................................................................................517
57.00.03, 57.00.04 errors........................................................................................................................................................................................... 519
57.00.13, 57.00.14 errors ............................................................................................................................................................................................520
57.00.17, 57.00.18 errors ............................................................................................................................................................................................ 522
57.00.28, 57.00.29 errors ......................................................................................................................................................................................... 523
57.00.30, 57.00.31 OPC fan errors .................................................................................................................................................................... 525
59.WX.YZ error messages .................................................................................................................................................................................................527

viii
 59.* errors ...........................................................................................................................................................................................................................527
59.00.10, 59.00.20 Motor error .............................................................................................................................................................................527
59.00.30, 59.00.40 Motor error ..........................................................................................................................................................................530
59.00.90, 59.00.A0 Motor error .........................................................................................................................................................................533
59.1X.B0 Supply motor abnormal rotation ................................................................................................................................................536
59.1X.C0 Supply motor error ................................................................................................................................................................................537
59.2X.D0 Developer motor abnormal rotation ......................................................................................................................................538
59.2X.E0 Developer motor error ......................................................................................................................................................................539
59.00.F0...............................................................................................................................................................................................................................540
59.05.50, 59.05.60 ........................................................................................................................................................................................................ 542
59.06.50, 59.06.60 ........................................................................................................................................................................................................544
59.07.50, 59.07.60 ...........................................................................................................................................................................................................547
59.08.50, 59.08.60........................................................................................................................................................................................................549
59.09.00 CPR shutter motor error ................................................................................................................................................................... 552
59.10.B0, 59.10.C0..........................................................................................................................................................................................................554
59.11.B0, 59.11.C0 ............................................................................................................................................................................................................558
59.12.B0, 59.12.C0 ..........................................................................................................................................................................................................561
59.13.B0, 59.13.C0 ..........................................................................................................................................................................................................565
59.20.D0, 59.20.E0........................................................................................................................................................................................................568
59.21.D0, 59.21.E0............................................................................................................................................................................................................571
59.22.D0, 59.22.E0.........................................................................................................................................................................................................574
59.23.D0, 59.23.E0.........................................................................................................................................................................................................577
60.WX.YZ error messages................................................................................................................................................................................................580
60.00.02 or 60.01.02 ...................................................................................................................................................................................................580
60.00.03 or 60.01.03 ...................................................................................................................................................................................................585
60.00.04 or 60.01.04 (DCF) ....................................................................................................................................................................................590
60.00.04 or 60.01.04 (HCI) .....................................................................................................................................................................................594
60.00.05 or 60.01.05 (DCF) ....................................................................................................................................................................................600
60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05 ..............................................................................................................604
60.03.04 .............................................................................................................................................................................................................................. 607
61.WX.YZ error messages ................................................................................................................................................................................................... 611
61.00.00 ................................................................................................................................................................................................................................. 611
61.00.01................................................................................................................................................................................................................................... 611
61.00.06 ................................................................................................................................................................................................................................ 612
62.WX.YZ error messages .................................................................................................................................................................................................613
62.* errors...........................................................................................................................................................................................................................613
63.WX.YZ error messages.................................................................................................................................................................................................614
63.* errors...........................................................................................................................................................................................................................614
63.00.02, 63.00.03, 63.00.04, or 63.00.05 Imaging drum unit error ..........................................................................................614
63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error .....................................................................................................617
63.00.49 General engine failure ....................................................................................................................................................................... 622
63.00.0A ............................................................................................................................................................................................................................. 622
63.00.0B ............................................................................................................................................................................................................................. 623
63.00.17, 63.00.18, 63.00.19, or 63.00.1A ......................................................................................................................................................... 624
63.00.1B .............................................................................................................................................................................................................................. 625
63.00.20 .............................................................................................................................................................................................................................626
63.00.22 ...............................................................................................................................................................................................................................627
63.00.23 ..............................................................................................................................................................................................................................628

ix
 63.00.29, 63.00.2A, 63.00.2B, 63.00.2C ........................................................................................................................................................629
63.00.2D..............................................................................................................................................................................................................................630
63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 .....................................................................................................................................................633
63.00.33 or 63.00.34 .................................................................................................................................................................................................635
63.00.35 .............................................................................................................................................................................................................................636
63.00.36, 63.00.37, or 63.00.38 ...........................................................................................................................................................................638
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41.....................................................................................................................................................639
63.00.3C, 63.00.3E, 63.00.40, or 63.00.42 Toner replenishment failure................................................................................. 642
63.00.44, 63.00.45, 63.00.46 or 63.00.47 .....................................................................................................................................................648
63.00.49 LSU Laser Diode error .......................................................................................................................................................................650
63.00.5Z Prefeed sensor error...........................................................................................................................................................................650
63.4D.01 ................................................................................................................................................................................................................................ 651
63.4D.02 ............................................................................................................................................................................................................................... 651
63.53.01................................................................................................................................................................................................................................ 652
64.WX.YZ error messages................................................................................................................................................................................................ 652
64.01.01................................................................................................................................................................................................................................. 652
64.01.02................................................................................................................................................................................................................................653
64.01.03................................................................................................................................................................................................................................653
64.01.04................................................................................................................................................................................................................................654
64.01.05................................................................................................................................................................................................................................655
64.01.06 ...............................................................................................................................................................................................................................655
64.01.07 ................................................................................................................................................................................................................................656
64.01.08 ................................................................................................................................................................................................................................657
64.01.09 ................................................................................................................................................................................................................................657
64.03.04 ..............................................................................................................................................................................................................................658
64.04.01 Workflow Accelerator Card not detected.............................................................................................................................659
64.04.02 Workflow Accelerator Card detected, but not supported in this device .......................................................659
64.04.04 Workflow Accelerator Card general error...........................................................................................................................659
64.04.05 Workflow Accelerator Card assertion failure ...................................................................................................................660
64.04.06 Workflow Accelerator Card assertion failure...................................................................................................................660
64.04.08 Workflow Accelerator Card Fan had to be restarted ...................................................................................................661
64.04.09 Workflow Accelerator Card Fan had to be restarted, but failed...........................................................................661
64.04.11 Workflow Accelerator Card assertion internal clock failure ....................................................................................662
64.04.12 Workflow Accelerator Card OCR failure.................................................................................................................................662
65.WX.YZ and 66.WX.YZ error messages ..............................................................................................................................................................662
65.* errors..........................................................................................................................................................................................................................662
65.00.A1 (Inner)...............................................................................................................................................................................................................663
65.00.A2 (2K) ....................................................................................................................................................................................................................669
66.* errors............................................................................................................................................................................................................................671
66.00.A2 (2K) .....................................................................................................................................................................................................................672
66.40.36 (Inner) ..............................................................................................................................................................................................................673
66.40.46 (2K) .....................................................................................................................................................................................................................675
66.40.50 (2K) ...................................................................................................................................................................................................................683
66.40.84 (Inner) ..............................................................................................................................................................................................................691
66.60.25 (Inner) .............................................................................................................................................................................................................693
66.60.28 (Inner) ..............................................................................................................................................................................................................702
66.60.28 (2K) .......................................................................................................................................................................................................................711
66.60.30 (Inner) ...............................................................................................................................................................................................................717

x
 66.60.32 (Inner) .............................................................................................................................................................................................................. 719
66.60.32 (2K/3K) .............................................................................................................................................................................................................720
66.60.77 (2K)....................................................................................................................................................................................................................... 724
66.60.78 (2K) ......................................................................................................................................................................................................................725
66.60.79 (2K,3K) ..............................................................................................................................................................................................................726
66.60.80 (2K) .....................................................................................................................................................................................................................729
66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner), 66.80.04 (Inner) ................................................... 730
66.60.81, 66.60.82 (Inner) ........................................................................................................................................................................................ 738
66.60.83 (Inner) ..............................................................................................................................................................................................................740
66.60.84 (Inner) ..............................................................................................................................................................................................................743
66.80.04 (2K) ....................................................................................................................................................................................................................745
66.80.05 (Inner), 66.80.78 (Inner) ........................................................................................................................................................................753
66.80.05 (2K), 66.80.78 ..............................................................................................................................................................................................764
66.80.06 (2K), 66.80.79 .............................................................................................................................................................................................. 768
66.80.08 (Inner) ...............................................................................................................................................................................................................771
66.80.20 (2K) ................................................................................................................................................................................................................... 780
66.80.27 (Inner) .............................................................................................................................................................................................................. 788
66.80.36 (Inner) ..............................................................................................................................................................................................................792
66.80.38 (2K) .................................................................................................................................................................................................................... 797
66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82 ................................................................................................................................................804
66.80.77 (2K, 3K)............................................................................................................................................................................................................. 807
66.80.78 (2K) .....................................................................................................................................................................................................................810
66.80.79 (2K) ....................................................................................................................................................................................................................820
66.80.84, 66.80.85, 66.80.86 (Inner) ................................................................................................................................................................ 832
66.80.0A (2K) .................................................................................................................................................................................................................... 841
66.80.0B (2K) ...................................................................................................................................................................................................................850
66.80.0C (2K) ...................................................................................................................................................................................................................858
66.90.11 (2K) ......................................................................................................................................................................................................................860
66.90.12 (2K) ......................................................................................................................................................................................................................866
66.90.13 (2K)........................................................................................................................................................................................................................871
66.90.14 (2K).......................................................................................................................................................................................................................877
66.90.15 (2K)......................................................................................................................................................................................................................882
66.90.16 (2K)......................................................................................................................................................................................................................888
66.90.21 (2K) .....................................................................................................................................................................................................................892
66.90.22 (2K) and 66.90.23 (2K)...........................................................................................................................................................................896
66.90.43 (2K).....................................................................................................................................................................................................................899
66.90.51 (2K).......................................................................................................................................................................................................................901
67.WX.YZ error messages.................................................................................................................................................................................................903
67.* error messages...................................................................................................................................................................................................903
67.0E.01 ...............................................................................................................................................................................................................................904
67.04.01 ...............................................................................................................................................................................................................................905
67.04.02 ..............................................................................................................................................................................................................................906
70.WX.YZ error messages.................................................................................................................................................................................................908
70.* errors...........................................................................................................................................................................................................................908
80.WX.YZ error messages................................................................................................................................................................................................908
80.* errors..........................................................................................................................................................................................................................908
81.WX.YZ error messages...................................................................................................................................................................................................911
81.* errors.............................................................................................................................................................................................................................911

xi
 82.WX.YZ error messages .................................................................................................................................................................................................913
82.* errors...........................................................................................................................................................................................................................913
82.73.45 Disk Successfully cleaned ...............................................................................................................................................................914
82.73.46, 82.73.47 ...........................................................................................................................................................................................................914
90.WX.YZ error messages.................................................................................................................................................................................................915
90.* errors...........................................................................................................................................................................................................................915
98.WX.YZ error messages.................................................................................................................................................................................................915
98.* errors...........................................................................................................................................................................................................................915
98.00.01 or 98.01.00 Corrupt data in firmware volume .....................................................................................................................916
98.00.02 Corrupt data in the solutions volume ...................................................................................................................................... 917
98.00.03 Corrupt data in the configuration volume ........................................................................................................................... 917
98.00.04 Corrupt data in the job data volume ........................................................................................................................................918
99.WX.YZ error messages .................................................................................................................................................................................................918
99.* errors...........................................................................................................................................................................................................................918
99.00.01 Upgrade not performed file is corrupt ....................................................................................................................................919
99.00.02 Upgrade not performed timeout during receive .............................................................................................................919
99.00.04 Upgrade not performed timeout during receive .............................................................................................................919
99.00.05 Upgrade not performed timeout during receive ............................................................................................................920
99.00.09 Upgrade canceled by user .............................................................................................................................................................920
99.00.10 Upgrade canceled by user ..............................................................................................................................................................920
99.00.11 Upgrade canceled by user ................................................................................................................................................................. 921
99.00.12 Upgrade not performed the file is invalid ............................................................................................................................... 921
99.00.13 Upgrade not performed the file is invalid ............................................................................................................................... 921
99.00.14 Upgrade not performed the file is invalid ............................................................................................................................... 921
99.00.2x .............................................................................................................................................................................................................................. 922
99.01.xx ............................................................................................................................................................................................................................... 922
99.02.01 ............................................................................................................................................................................................................................... 923
99.02.09 .............................................................................................................................................................................................................................. 923
99.07.20 Fax error......................................................................................................................................................................................................... 923
99.07.YZ Firmware install error .......................................................................................................................................................................... 924
99.09.61 Unsupported disk ................................................................................................................................................................................... 924
99.09.62 Unknown disk ........................................................................................................................................................................................... 925
99.09.63 Incorrect disk ........................................................................................................................................................................................... 925
99.09.64 Disk Nonfunctional ..............................................................................................................................................................................926
99.09.65 Disk data error ........................................................................................................................................................................................926
99.09.66 No boot device .........................................................................................................................................................................................927
99.09.67 Disk is not bootable please download firmware ..............................................................................................................927
99.39.73 ..............................................................................................................................................................................................................................928
99.59.62 Unknown Disk ...........................................................................................................................................................................................928
99.59.64 Disk Nonfunctional ...............................................................................................................................................................................929
99.59.66 No Boot Disk .............................................................................................................................................................................................929

8 Alphabetical control panel messages ..........................................................................................................................................................................930

Alphabetical error messages........................................................................................................................................................................................930
Tray 1 Empty Load Tray 1 ..........................................................................................................................................................................................930
Tray 2 Empty Load Tray 2 ........................................................................................................................................................................................ 932
Tray 3 Empty Load Tray 3 ........................................................................................................................................................................................936
Tray 4 Empty Load Tray 4 (DCF)..........................................................................................................................................................................940

xii
 Tray 5 Empty Load Tray 5 (DCF)..........................................................................................................................................................................943
Tray 4 Empty Load Tray 4 (HCI) ...........................................................................................................................................................................946
Outbin full ..........................................................................................................................................................................................................................950
Output bin full (Inner).................................................................................................................................................................................................953

Index..............................................................................................................................................................................................................................................................957

xiii
1 Document last updated

The following is the last time this document was updated:

Last update: January 16, 2023

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

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

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

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

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

TIP: Save Product Detail page URL

location in favorites

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

● Web-based: Most up-to-date

information available

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

● Use when a printable document is

needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use the

Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

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

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

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

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

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

Error-code and control-panel-message troubleshooting

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

Error codes (types and structure)

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

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

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

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

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

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

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

Control-panel message types 3

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

Error code System Component System Error Description

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

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

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

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

when trying to process job.

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

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

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

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

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

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

accessory error.

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

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

System Manager, or other component.

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

component.

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

Web Kit (communications log).

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

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

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

pipeline error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

4 Chapter 3 Control-panel message types

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

Error code System Component System Error Description

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

Print bar (PageWide) PageWide print system error.

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

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

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

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

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

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

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

(engine or accessory), or disk error.

Error codes (types and structure) 5

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

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

Error codes (types and structure)

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

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

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

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

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

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

Table 4-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

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

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

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

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

when trying to process job.

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

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

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

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

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

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

accessory error.

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

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

Error code System Component System Error Description

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

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

System Manager, or other component.

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

component.

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

Web Kit (communications log).

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

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

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

pipeline error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

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

Print bar (PageWide) PageWide print system error.

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

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

Error codes (types and structure) 7

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

Error code System Component System Error Description

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

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

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

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

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

(engine or accessory), or disk error.

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

5 How to search for printer documentation

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

These portals are on WISE for Channel (please see Accessing WISE for HP channel partners (HP Partner
Portal) on page 9 below for instructions on how to navigate to the site) and WISE . WISE for Channel is
available to HP channel partners and WISE is available to call agents, service technicians, and other HP
internal users. The level of detail available will depend on your access credentials. To learn how to find
support content in WISE, watch the video here.

WISE - How to access and use

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

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

Accessing WISE for HP channel partners (HP Partner Portal)

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

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

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

How to search for printer documentation 9

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

3. Select Technical Documentation.

4. You will be taken to the WISE portal.

10 Chapter 5 How to search for printer documentation

 Play the video:

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

Accessing WISE for internal HP users

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

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

2. Select Commercial from the drop-down menu.

3. You will be taken to the WISE homepage.

AMS

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

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

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

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

APJ

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

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

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

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

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

Accessing WISE for internal HP users 11

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

EMEA

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

Play the video:

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

Using WISE to search for error codes

Learn how to use WISE to look up error codes.

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

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

Search for error codes using the lookup widget

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

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

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

12 Chapter 5 How to search for printer documentation

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

4. Select the desired topic from the search results.

Search for error codes from the WISE home page

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

Search for error codes from the WISE home page 13

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

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

2. Enter the error code in the search field.

3. Select the desired topic from the search results.

Using WISE to access repair and replace videos for FRUs

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

14 Chapter 5 How to search for printer documentation

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

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

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

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

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

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

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

Search for a printer's Product Detail Page (PDP) 15

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

Play the video:

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

Perform a model number search using the search function

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

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

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

2. Click the search icon to the right.

16 Chapter 5 How to search for printer documentation

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

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

Play the video:

View a video of how to perform a model number search

Perform a model number search using the search function 17

 6 Printer service information

Last update: January 16, 2023

Service mode PIN number:

E78625-E78635 series: 03078622

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.

18 Chapter 6 Printer service information

7 Numerical control panel messages

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

10.WX.YZ error messages

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

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

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

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.05.XX = Black imaging drum unit

● 10.06.XX = Cyan imaging drum unit

● 10.07.XX = Magenta imaging drum unit

● 10.08.XX = Yellow imaging drum unit

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

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

Recommended action
Follow these troubleshooting steps in the order presented.

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

Numerical control panel messages 19

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

1. For toner cartridges:

a. Remove and reinstall the cartridge.

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

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

2. For imaging drum unit:

a. Remove and then reinstall the imaging drum unit.

b. Check the electronic chip on the unit if it is visible. If the chip is damaged, replace the imaging
drum unit.

c. If print quality is unacceptable, or if printing cannot continue, replace the imaging drum unit.

3. 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.

4. 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.

5. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

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

6. 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.

7. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

20 Chapter 7 Numerical control panel messages

10.xx.01 Supply memory chip error
The indicated supply is incompatible with the printer. This error occurs when the printer is using dynamic
security. The supply installed is incompatible for a product or is otherwise improper, or a connection
error has caused the information to be read incorrectly.

Install toner cartridge

● 10.00.01 Black toner cartridge

● 10.01.01 Cyan toner cartridge

● 10.02.01 Magenta toner cartridge

● 10.03.01 Yellow toner cartridge

● 10.05.01 Black imaging drum unit

● 10.06.01 Cyan imaging drum unit

● 10.07.01 Magenta imaging drum unit

● 10.08.01 Yellow imaging drum unit

● 10.23.01 Fuser

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. If the error persists, replace with a genuine toner cartridge or imaging drum unit or fuser unit.

● Toner cartridge part number

– W9150-67007 - Black standard toner cartridge (X toner cartridge)

– W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

– W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

– W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

– W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

– W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

– W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

10.xx.01 Supply memory chip error 21

 – W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

● Imaging drum unit part number

– W9074-67001 - Black imaging drum unit

– W9075-67001 - Cyan, Magenta, Yellow imaging drum unit

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.03 Toner cartridge or imaging drum unit supply memory Error

Supply memory error

● 10.00.03 Black toner cartridge; Supply memory error

● 10.01.03 Cyan toner cartridge; Supply memory error

● 10.02.03 Magenta toner cartridge; Supply memory error

● 10.03.03 Yellow toner cartridge; Supply memory error

● 10.05.03 Black imaging drum unit; Supply memory error

● 10.06.03 Cyan imaging drum unit; Supply memory error

● 10.07.03 Magenta imaging drum unit; Supply memory error

● 10.08.03 Yellow imaging drum unit; 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. Turn the printer off, and then on.

2. Access the Store Usage Data setting 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.

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

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

22 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
IMPORTANT: Search for the following emerging issue document on WISE to see if it pertains to issue
the customer is having: HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230,
E82540-E82560, E82540du-E82560du, E87640-E87660, E87640du-E87660du - 10.0X.03 Supply Memory
Error (Emerging Issue) (c06301857).

1. Make sure the Store Usage Data 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 the Not on supplies setting value.

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

3. Upgrade the printer to the firmware version FutureSmart 4.5.4 or newer.

NOTE: For more information on this error, search for the following document on WISE: HP Color
LaserJet Managed MFP E77820-E78635, E78223-E78230, E87640-E87660 - 10.xx.03, cartridge or
drum errors (c05920060).

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.15 Install <supply>

The indicated supply has been removed or is installed incorrectly.

Install toner cartridge

● 10.00.15 Black toner cartridge

● 10.01.15 Cyan toner cartridge

● 10.02.15 Magenta toner cartridge

● 10.03.15 Yellow toner cartridge

Install imaging drum unit

● 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. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 23

 2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.

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

Toner cartridge recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, open the front cover. Check if the toner cartridge is installed.

3. Remove and reinstall the toner cartridge.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

24 Chapter 7 Numerical control panel messages

 f. Reinstall the toner cartridge.

4. Check if the toner cartridge is installed correctly.

5. Check the toner cartridge for damage.

a. Rotate the gear on the toner cartridge to make sure that it moves freely.

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

b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.

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

d. If the CRUM connector is damaged or defective, replace the toner cartridge.

6. With the cartridge out, check for CRUM connector installation problems inside the printer.

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

b. If the CRUM connection (connector) is installed incorrectly or if the message continues,

please follow the next step.

7. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

Toner cartridge recommended action for call-center agents 25

 ● Log capture: System log file(.jdp), Engine log file(.log)

Toner cartridge recommended action for onsite technicians

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

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

2. Remove and reinstall the toner cartridge.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Reinstall the toner cartridge.

3. Check if the toner cartridge is installed correctly.

4. Check the toner cartridge for damage.

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

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

b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.

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

d. If the CRUM connector is damaged or defective, replace the toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

26 Chapter 7 Numerical control panel messages

 ● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

5. With the cartridge out, check for CRUM connector 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 reinstall the connector.

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: JC93-01822A

7. Check the 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: JC93-01822A

Main PCA part number: 3SJ00-60002
For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Imaging drum unit recommended action for call-center agents

1. Turn the printer off, and then on.

Imaging drum unit recommended action for call-center agents 27

 2. If the error persists, open the front cover. Remove the toner collection unit.

3. Open the right cover. Remove and reinstall the imaging drum unit.

4. If the error persists, remove imaging drum unit.

5. Check if the imaging drum unit latch is damaged.

Part number: W9074-67001

Figure 7-1 Unlatch imaging drum unit

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

Part number: W9074-67001

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

28 Chapter 7 Numerical control panel messages

 7. If the imaging drum unit latch is damaged or the CRUM connector is damaged or defective or if the
message continues, please follow the next step.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Imaging drum unit recommended action for onsite technicians

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

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

2. Open the right cover. Remove and reinstall the imaging drum unit.

3. If the error persists, remove imaging drum unit.

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

Part number: W9074-67001

Imaging drum unit recommended action for onsite technicians 29

 Figure 7-2 Unlatch imaging drum unit

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

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

Part number: W9074-67001

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

● If the CRUM connector is pushed into the imaging drum unit, try to pull the jack out, and then
make sure it is seated correctly.

6. With the imaging drum unit out, check for CRUM connector installation problems inside the printer.

● Check if the CRUM connection is installed correctly.

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

30 Chapter 7 Numerical control panel messages

 7. Check the CRUM joint PCA for any problems with the CRUM connector pins or the main board
interface connector. If needed, replace the PCA.

Toner CRUM module assembly part number: JC93-01822A

8. Check the 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: JC93-01822A (Toner CRUM module assembly)
Main PCA part number: 3SJ00-60002

9. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.35 Incompatible <Supply>

The indicated supply is not compatible with this printer.

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 imaging drum unit

10.06.35 Cyan imaging drum unit

10.07.35 Magenta imaging drum unit

10.08.35 Yellow imaging drum unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

10.0x.35 Incompatible <Supply> 31

 f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.

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

Recommended action for call-center agents and onsite technicians

1. Replace the supplies indicated.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. For the imaging drum unit, open the front cover and remove the TCU.

2. Remove and reinstall the indicated supply to make sure it is correctly installed.

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

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

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

32 Chapter 7 Numerical control panel messages

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on replacing the imaging drum unit, see the Repair Service Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.00.60, 10.01.60, 10.02.60, 10.03.60

The toner supply in the toner cartridge is malfunctioning.

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

● 10.00.60 Black toner replenishment failure

● 10.01.60 Cyan toner replenishment failure

● 10.02.60 Magenta toner replenishment failure

● 10.03.60 Yellow toner replenishment failure

Recommended action for customers

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

Recommended action for call-center agents

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

10.00.60, 10.01.60, 10.02.60, 10.03.60 33

 ● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

34 Chapter 7 Numerical control panel messages

b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians 35

 2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

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

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

36 Chapter 7 Numerical control panel messages

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

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.0x.60 Imaging drum unit low

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

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

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

10.05.60 Black imaging drum unit

10.06.60 Cyan imaging drum unit

10.07.60 Magenta imaging drum unit

10.08.60 Yellow imaging drum unit

Recommended action for customers

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

Recommended action for call-center agents and onsite technicians

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

Imaging drum unit part number:

● W9074-67001 - Black imaging drum unit

● W9075-67001 - Cyan, Magenta, Yellow imaging drum unit

10.0x.60 Imaging drum unit low 37

 For instructions on replacing imaging drum unit, see the Repair Service Manual for this product.

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

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.69 or 10.0x.70 Toner Empty

The toner cartridge is empty.

The printer cannot draw toner from the toner cartridge.

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

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

10.00.69 / 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

1. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

38 Chapter 7 Numerical control panel messages

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. Close the front cover.

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

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

Recommended action for call-center agents and onsite technicians

1. Replace the toner cartridge indicated.

a. Open the front cover.

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

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

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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 39

 2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.69 or 10.0x.70 Imaging drum unit worn

The lifespan of the imaging drum unit is expired.

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 imaging drum unit

10.06.69 / 10.06.70 Cyan imaging drum unit

10.07.69 / 10.07.70 Magenta imaging drum unit

10.08.69 / 10.08.70 Yellow imaging drum unit

Recommended action for customers

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

Recommended action for call-center agents and onsite technicians

1. Replace the imaging drum unit indicated.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the imaging drum unit indicated.

d. Install a new imaging drum unit.

Part number:

● W9074-67001 - Black imaging drum unit

● W9075-67001 - Cyan, Magenta, Yellow 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.

40 Chapter 7 Numerical control panel messages

 2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90

The toner supply in the toner cartridge is malfunctioning.

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

10.00.89 or 10.00.90 Black toner replenishment failure

10.01.90 Cyan toner replenishment failure

10.02.90 Magenta toner replenishment failure

10.03.90 Yellow toner replenishment failure

Recommended action for customers

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

Recommended action for call-center agents

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90 41

 a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

42 Chapter 7 Numerical control panel messages

b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians 43

 2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

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

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

44 Chapter 7 Numerical control panel messages

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

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.00.93, 10.01.93, 10.02.93, 10.03.93

The toner supply in the toner cartridge is malfunctioning.

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

10.00.93 Black toner replenishment failure

10.01.93 Cyan toner replenishment failure

10.02.93 Magenta toner replenishment failure

10.03.93 Yellow toner replenishment failure

Recommended action for customers

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

Recommended action for call-center agents

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

10.00.93, 10.01.93, 10.02.93, 10.03.93 45

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

46 Chapter 7 Numerical control panel messages

b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

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

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians 47

 2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

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

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

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

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

48 Chapter 7 Numerical control panel messages

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

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.0x.B1 Supply RPC Timeout Error

An alarm indicates that the supply is not responding.

This error occurs when the printer is working. The error can occur when communication between supply
chips is unstable due to an unknown problem.

● 10.00.B1 Black Toner Supply RPC Timeout Error

● 10.01.B1 Cyan Toner Supply RPC Timeout Error

● 10.02.B1 Magenta Toner Supply RPC Timeout Error

● 10.03.B1 Yellow Toner Supply RPC Timeout Error

● 10.05.B1 Black Drum Supply RPC Timeout Error

● 10.06.B1 Cyan Drum Supply RPC Timeout Error

● 10.07.B1 Magenta Drum Supply RPC Timeout Error

● 10.08.B1 Yellow Drum Supply RPC Timeout Error

● 10.23.B1 Fuser RPC Timeout Error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

10.0x.B1 Supply RPC Timeout Error 49

 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 other errors, use the following troubleshooting steps.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.31.15 Toner collection unit not installed

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

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, install a new toner collection unit.

a. Open the front cover.

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

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

Toner collection unit part number: X3A83-67923

d. Close the front cover.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

50 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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

4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for call-center agents 51

 Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Component Tests or Sensors, depending on tested part.

52 Chapter 7 Numerical control panel messages

 ● TCU

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

iii. 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: JC93-00492A

For instructions on removing and replacing toner collection unit full sensor, see the Repair
Service Manual for this product.

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

Toner collection unit part number: X3A83-67923

For instructions on removing and replacing toner collection unit full sensor, see the Repair Service
Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

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

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, install a new toner collection unit.

a. Open the front cover.

10.31.60, 10.31.69 Toner collection unit full 53

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

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

Toner collection unit part number: X3A83-67923

d. Close the front cover.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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

54 Chapter 7 Numerical control panel messages

 4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

Recommended action for onsite technicians 55

 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.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Component Tests or Sensors, depending on tested part.

● TCU

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

iii. 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: JC93-00492A

For instructions on removing and replacing toner collection unit full sensor, see the Repair
Service Manual for this product.

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

Toner collection unit part number: X3A83-67923

For instructions on removing and replacing toner collection unit full sensor, see the Repair Service
Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

56 Chapter 7 Numerical control panel messages

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.

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

■ If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with developer unit for the error reported.

Developer unit part number

● 5PN57-67001 - Black Developer Unit

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

For instructions on removing and replacing developer unit, see the Repair Service Manual for this
product.

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and info (error code, photos, moving pictures, part number about error or issue,
etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the developer unit for the error reported.

a. Open the front cover.

b. Remove the developer unit.

10.3x.60 Developer unit low 57

 c. Install a new developer unit.

Developer unit part number

● 5PN57-67001 - Black Developer Unit

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

d. Close the front cover.

3. Reset the developer unit kit count.

a. Open the following menus:

■ ● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● 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 the service mode by touching the Home button.

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.38.15 Toner collection duct install error

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

Recommended action for customers

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

58 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, open the front cover, and then check if the waste duct is installed or not. For
example: A one side hook is not hooked well.

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

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

11.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for call-center agents and onsite technicians 59

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

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

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

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

13.WX.YZ error messages

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

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

Message format: 13.WX.YZ

● W represents the jam location.

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

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

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

Table 7-1 Potential values for W and X

W Jam location X Sensor or door

A Input area 0 Envelope feeder

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

sensor)

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

sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

60 Chapter 7 Numerical control panel messages

Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

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

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

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

D Duplex area 1 Duplex switchback

D Duplex area 2 Duplex delivery

D Duplex area 3 Duplex refeed

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

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

D Duplex area F Multiple sensors or doors

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

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

area

E Output or intermediate paper transport unit (IPTU) 3 IPTU sensor 2

area

E Output or intermediate paper transport unit (IPTU) 4 IPTU sensor 3

area

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

E Output or intermediate paper transport unit (IPTU) 6 Output sensor

area

E Output or intermediate paper transport unit (IPTU) A Door 1

area

E Output or intermediate paper transport unit (IPTU) F Multiple sensors or doors

area

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

1 Jetlink Input device 5 Tray 5 feed sensor

13.* errors 61
 Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 feed sensor

1 Jetlink Input device A Door 1

1 Jetlink Input device B Door 2

1 Jetlink Input device F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

2 Buffer pass unit 9 Buffer pass exit sensor

2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor

3 Page insert unit 1 Page insertion tray 1 feed sensor

3 Page insert unit 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 feed sensor

3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

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

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

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

62 Chapter 7 Numerical control panel messages

Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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

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

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

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

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

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

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

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

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

8 Stapler/stacker (SS) unit 9 Stapler sensor

8 Stapler/stacker (SS) unit A Door 1

8 Stapler/stacker (SS) unit B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

9 Booklet maker unit 2 Booklet maker feed sensor 2

9 Booklet maker unit 2 Booklet maker feed sensor 3

9 Booklet maker unit 4 Booklet maker delivery sensor

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

Table 7-2 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)

13.* errors 63
 Table 7-2 Potential values for Y (jam condition) (continued)

Y Jam condition

B Multifeed

C Wrap

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

E Door open

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

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

Table 7-3 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.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

Z represents the paper source. D Duplexer

Z represents the paper source. E Envelope feeder

When paper has reached the fuser, is in the duplex path, 0 Photo 1, 2, or 3
or in the output path, Z represents the fuser mode.
Designated 2 or 3
Jams can occur when there is a mismatch between the
actual paper and the fuser mode setting.

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

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

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

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

Z represents the fuser mode. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

64 Chapter 7 Numerical control panel messages

 Table 7-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

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

Z represents the fuser mode. E Rough

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

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

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

Recommended action for customers 65

 ● Make sure the printing environment is within recommended specifications.

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

● Do not overload the tray with paper.

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

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

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

2. Verify that no doors are open.

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

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

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

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

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

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

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

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

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

66 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 67

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

68 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 69

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

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

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

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

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

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

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

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

70 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 71

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

72 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 73

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

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

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

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

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

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

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

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

74 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 75

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

76 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 77

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

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

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

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

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

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

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

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

78 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 79

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

80 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the Feed 1 sensor.

Recommended action for onsite technicians 81

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

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

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

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

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

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

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

82 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 83

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

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

84 Chapter 7 Numerical control panel messages

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

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

7. Clean the Feed 1, Feed 2 sensors using a lint-free cloth.

Figure 7-3 Feed 1 sensor cleaning

Recommended action for onsite technicians 85

 Figure 7-4 Feed 2 sensor cleaning

8. Check the registration clutch.

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

86 Chapter 7 Numerical control panel messages

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

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

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

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

Recommended action for customers

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

13.A3.D3 87
 2. Open Tray 3 and remove any jammed paper from the tray (U4).

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

88 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

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

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

Recommended action for call-center agents 89

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

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

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

Recommended action for onsite technicians

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

90 Chapter 7 Numerical control panel messages

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

3. Turn the printer off, and then on.

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

5. Check the rollers.

Recommended action for onsite technicians 91

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

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

6. Check the registration motor.

a. Diagnose the registration motor.

92 Chapter 7 Numerical control panel messages

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

Recommended action for onsite technicians 93

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

8. Check the registration clutch.

94 Chapter 7 Numerical control panel messages

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

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

Registration clutch part number: JC47-00037A

Recommended action for onsite technicians 95

 For instructions, see the Service Manual for this printer.

9. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

96 Chapter 7 Numerical control panel messages

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

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

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

13.A3.D4 (DCF) 97
 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

98 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 99

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

100 Chapter 7 Numerical control panel messages

7. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

8. Check the Tray 2 feed clutch.

Recommended action for onsite technicians 101

 a. Diagnose the Tray 2 feed clutch.

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

102 Chapter 7 Numerical control panel messages

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

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

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

13.A3.D4 (HCI) 103

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

104 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 105

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

106 Chapter 7 Numerical control panel messages

7. Check the registration clutch.

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

Recommended action for onsite technicians 107

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

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

108 Chapter 7 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

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

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

Recommended action for customers

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

Recommended action for call-center agents

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

13.A3.D5 (DCF) 109

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

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

110 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 111

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

112 Chapter 7 Numerical control panel messages

7. Check the registration clutch.

a. Diagnose the registration clutch.

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

And check the clutch sound.

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

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

Recommended action for onsite technicians 113

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

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

114 Chapter 7 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

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

Recommended action for customers

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

Recommended action for call-center agents

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

13.A3.FF 115
 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the Feed 2 sensor.

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

b. Diagnose the Feed 2 sensor.

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

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

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

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

116 Chapter 7 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

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

Recommended action for customers

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

13.A4.D4 (DCF) 117

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

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

118 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

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

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

Recommended action for call-center agents 119

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

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

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

Recommended action for onsite technicians

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

120 Chapter 7 Numerical control panel messages

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

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

4. Turn the printer off, and then on.

5. Check the rollers.

Recommended action for onsite technicians 121

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

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

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

122 Chapter 7 Numerical control panel messages

 And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 4 feed sensor.

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 123

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

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

Recommended action for customers

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

124 Chapter 7 Numerical control panel messages

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

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

Recommended action for customers 125

 Recommended action for call-center agents

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

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

126 Chapter 7 Numerical control panel messages

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

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

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

Recommended action for onsite technicians

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

Recommended action for onsite technicians 127

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

3. Turn the printer off, and then on.

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

5. Check the rollers.

128 Chapter 7 Numerical control panel messages

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

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

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

Recommended action for onsite technicians 129

 And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 5 feed sensor.

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

130 Chapter 7 Numerical control panel messages

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

8. Check theTray 4 feed sensor

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 131

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

Recommended action for customers

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

132 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the Tray 4 feed sensor.

Recommended action for call-center agents 133

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

134 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 135

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

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

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

136 Chapter 7 Numerical control panel messages

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

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

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

Figure 7-5 Feed 1 sensor cleaning

Recommended action for onsite technicians 137

 Figure 7-6 Feed 2 sensor cleaning

Figure 7-7 Tray 4 feed sensor cleaning

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

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

138 Chapter 7 Numerical control panel messages

Recommended action for customers

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

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

Recommended action for customers 139

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

Recommended action for call-center agents

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

140 Chapter 7 Numerical control panel messages

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

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

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

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

Recommended action for call-center agents 141

 Recommended action for onsite technicians

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

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

3. Turn the printer off, and then on.

142 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the Tray 4 feed motor.

Recommended action for onsite technicians 143

 a. Diagnose the Tray 4 feed motor.

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

And check the motor sound.

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

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

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

Tray 4 feed motor part number: 5QJ90-60023

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

7. Check the Tray 5 feed sensor.

144 Chapter 7 Numerical control panel messages

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

8. Check theTray 4 feed sensor

Recommended action for onsite technicians 145

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

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

146 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

Recommended action for customers 147

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the Tray 5 feed sensor.

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

b. Diagnose the Tray 5 feed sensor.

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

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

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

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

148 Chapter 7 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

13.A7.A4 (DCF)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor or the Feed 1 sensor when printing
from Tray 4 dual-cassette feeder (DCF).

Recommended action for customers

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

13.A7.A4 (DCF) 149

 Recommended action for call-center agents

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

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

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

150 Chapter 7 Numerical control panel messages

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

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

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

Recommended action for onsite technicians 151

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

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

Figure 7-8 Feed 1 sensor cleaning

Figure 7-9 Feed 2 sensor cleaning

152 Chapter 7 Numerical control panel messages

 Figure 7-10 Tray 4 feed sensor cleaning

13.A7.A4 (HCI)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor when printing from Tray 4
high-capacity input feeder (HCI).

Recommended action for customers

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

13.A7.A4 (HCI) 153

 Recommended action for call-center agents

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

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

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

154 Chapter 7 Numerical control panel messages

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

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

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

Recommended action for onsite technicians 155

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

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

Figure 7-11 Feed 1 sensor cleaning

Figure 7-12 Feed 2 sensor cleaning

156 Chapter 7 Numerical control panel messages

 Figure 7-13 Tray 4 feed sensor cleaning

13.A7.D4(HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

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

Recommended action for customers

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

13.A7.D4(HCI) 157
 2. Open the Tray 4 (HCI) and remove any jammed paper from the tray.

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

Recommended action for call-center agents

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

158 Chapter 7 Numerical control panel messages

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

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

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

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

Recommended action for call-center agents 159

 Recommended action for onsite technicians

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

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

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

160 Chapter 7 Numerical control panel messages

4. Turn the printer off, and then on.

5. Check the rollers.

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

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

6. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

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

Recommended action for onsite technicians 161

 And check the motor sound.

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

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

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

Tray 4 pickup motor part number: 5QJ90-64002

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

7. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

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

And check the motor sound.

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

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

162 Chapter 7 Numerical control panel messages

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

Tray 4 feed motor part number: 5QJ90-60023

8. Check the Tray 4 feed sensor.

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

b. Diagnose the Tray 4 feed sensor.

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

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

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

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

Recommended action for onsite technicians 163

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

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

9. Check the Tray 4 shift plate end sensor (HCI).

a. Diagnose the Tray 4 shift plate end sensor by running the diagnostics from the following menu:
Support Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4
> Tray 4 Shift Plate End Sensor.

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

b. Replace the sensor as needed.

Tray 4 shift plate end sensor part number: 0604-001393

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

10. Check the shift tray paper empty sensor.

164 Chapter 7 Numerical control panel messages

 a. Diagnose the shift tray paper empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4 Shift Tray
Paper Empty Sensor.

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

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN3).

b. Replace the sensor as needed.

Shift tray paper empty sensor part number: 0604-001393

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

13.A8.A1
The paper did not leave the Feed 1 sensor when printing from Tray 1.

13.A8.A1 165
 Recommended action for customers

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

Recommended action for call-center agents

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

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

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

166 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the rollers.

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

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

Recommended action for onsite technicians 167

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

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

6. Clean the Feed 1 sensor using a lint-free cloth.

13.A8.A2
The paper did not leave the Feed 1 sensor when printing from Tray 2.

168 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Recommended action for call-center agents

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

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

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

Recommended action for customers 169

 Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the rollers.

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

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

170 Chapter 7 Numerical control panel messages

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

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

6. Clean the Feed 1 sensor using a lint-free cloth.

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

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

13.A8.D1 171
 Recommended action for customers

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

2. Remove any jammed paper from Tray 1 (U2).

172 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents

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

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for call-center agents 173

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

Recommended action for onsite technicians

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

2. Remove any jammed paper from Tray 1 (U2).

174 Chapter 7 Numerical control panel messages

3. Turn the printer off, and then on.

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

5. Check the Tray 1 pickup and feed rollers for wear, damage, or paper dust.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 175

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

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

176 Chapter 7 Numerical control panel messages

7. Check the Tray 1 solenoid.

a. Diagnose the Tray 1 solenoid.

i. Run the diagnostic test for the Tray 1 solenoid from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 >
Tray 1 Solenoid.

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

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (J88).

b. Retest Tray 1 solenoid. If the test fails, replace the solenoid.

Tray 1 solenoid part number: JC33-00029B

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

8. Check the Tray 1 clutch.

Recommended action for onsite technicians 177

 a. Diagnose the Tray 1 clutch.

i. Run the diagnostic test for the clutch from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 > Tray 1
Clutch.

And check the clutch sound.

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

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

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

Tray 1 clutch part number: JC47-00037A

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

178 Chapter 7 Numerical control panel messages

9. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

Recommended action for onsite technicians 179

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

10. Check the Feed 1 sensor.

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 1 Sensor.

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001381

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

180 Chapter 7 Numerical control panel messages

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

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

Recommended action for customers

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

2. Open Tray 2 and remove any jammed paper from the tray (U3).

13.A8.D2 181
 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for call-center agents

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

182 Chapter 7 Numerical control panel messages

2. Open Tray 2 and remove any jammed paper from the tray (U3).

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

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

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

Recommended action for call-center agents 183

 Recommended action for onsite technicians

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

2. Open Tray 2 and remove any jammed paper from the tray (U3).

3. Turn the printer off, and then on.

184 Chapter 7 Numerical control panel messages

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

5. Check the rollers.

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

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

6. Check the registration motor.

Recommended action for onsite technicians 185

 a. Diagnose the registration motor.

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

And check the motor sound.

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

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

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

Registration motor part number: JC31-00123B

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

186 Chapter 7 Numerical control panel messages

7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

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

And check the clutch sound.

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

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

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

Feed clutch part number: JC47-00037A

Recommended action for onsite technicians 187

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

8. Check the Feed 1 sensor.

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

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 1 Sensor.

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

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

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

c. Replace the sensor as needed.

Sensor part number: 0604-001381

188 Chapter 7 Numerical control panel messages

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

9. Check the registration clutch.

a. Diagnose the registration clutch.

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

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

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

Recommended action for onsite technicians 189

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

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

13.A8.FF
Residual paper jam at the Feed 1 sensor.

Recommended action for customers

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

Recommended action for call-center agents

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

190 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

3. Check the Feed 1 sensor.

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

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

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

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

Recommended action for onsite technicians 191

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

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.B2.AD
The paper did not leave the registration sensor when printing from the duplexer.

Recommended action for customers

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

192 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

Recommended action for call-center agents 193

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

13.B2.Az
The paper did not leave the registration sensor when printing from tray x.

● 13.B2.A1 Stay jam when printing from Tray 1

● 13.B2.A2 Stay jam when printing from Tray 2

● 13.B2.A3 Stay jam when printing from Tray 3

● 13.B2.A4 Stay jam when printing from Tray 4

● 13.B2.A5 Stay jam when printing from Tray 5

● 13.B2.A6 Stay jam when printing from Tray 6

Recommended action for customers

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

194 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

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

Recommended action for onsite technicians

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

2. Turn the printer off, and then on.

Recommended action for call-center agents 195

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

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

5. Check the registration sensor.

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

196 Chapter 7 Numerical control panel messages

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

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

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

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

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129

13.B2.D1
A paper jam occurred from Tray 1.

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

13.B2.D1 197
 Recommended action for customers

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

2. Remove any jammed paper from Tray 1 (U2).

198 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents

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

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for call-center agents 199

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

Recommended action for onsite technicians

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

2. Remove any jammed paper from Tray 1 (U2).

200 Chapter 7 Numerical control panel messages

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

4. Turn the printer off, and then on.

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

6. Check the registration sensor.

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

Recommended action for onsite technicians 201

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

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

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D2
A paper jam occurred from Tray 2.

The paper failed to reach the registration sensor when feeding from Tray 2.

202 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

Recommended action for customers 203

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

204 Chapter 7 Numerical control panel messages

2. Open Tray 2 and remove any jammed paper from the tray (U3).

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for call-center agents 205

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

206 Chapter 7 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Turn the printer off, and then on.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

Recommended action for onsite technicians 207

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D3
A paper jam occurred from Tray 3.

The paper failed to reach the registration sensor when feeding from Tray 3.

208 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 209

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

210 Chapter 7 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).

13.B2.D4 (DCF) 211

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

212 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 213

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

214 Chapter 7 Numerical control panel messages

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 215

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

216 Chapter 7 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D5 (DCF)
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

13.B2.D5 (DCF) 217

 The paper failed to reach the registration sensor when feeding from Tray 5.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

218 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 219

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.DD
The paper failed to reach the registration sensor in required time when printing from duplexer.

220 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 221

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

222 Chapter 7 Numerical control panel messages

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.B2.FF
Residual paper jam at the registration sensor.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

13.B2.FF 223
 Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the registration sensor.

224 Chapter 7 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

4. Check the right door connector.

NOTE: It is an important step. Lowering the door too far during service can loosen the connector.

Recommended action for onsite technicians 225

 13.B9.Az Fuser Jam
The paper did not leave the fuser out sensor.

NOTE: NOTE: This error is caused by the fuser out sensor, but the cause of the problem varies
depending on the output device installation status.

Z = Fuser mode

● 13.B9.A1 Printing in Auto-Sense mode Normal.

● 13.B9.A2 Printing in fuser mode Normal.

● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.

● 13.B9.A4 Printing in fuser mode Heavy 1.

● 13.B9.A5 Printing in fuser mode Heavy 2.

● 13.B9.A6 Printing in fuser mode Heavy 3.

● 13.B9.A7 Printing in fuser mode Glossy paper 1.

● 13.B9.A8 Printing in fuser mode Glossy paper 2.

● 13.B9.A9 Printing in fuser mode Glossy paper 3.

● 13.B9.AB Printing in fuser mode Transparency.

● 13.B9.AC Printing in fuser mode Label.

● 13.B9.AD Printing in fuser mode Envelope 1 or Envelope 2.

226 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 227

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

228 Chapter 7 Numerical control panel messages

4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

5. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

6. Check the entrance sensor of the inner finisher (S1).

a. Diagnose the entrance sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to see if the value changes.

Recommended action for onsite technicians 229

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.

d. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

7. Check the entrance motor of the inner finisher.

a. Run the diagnostic test to diagnose the entrance motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA.

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: JC31-00169B

For instructions, see the Service Manual for this printer.

230 Chapter 7 Numerical control panel messages

13.B9.Dz
The paper failed to reach the fuser out sensor in required time.

● 13.B9.D1 Fuser delivery delay jam when printing from Tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from Tray 2.

● 13.B9.D3 Fuser delivery delay jam when printing from Tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from Tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from Tray 5.

● 13.B9.D6 Fuser delivery delay jam when printing from Tray 6.

● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check for paper jammed in the OPC area, and remove any jammed paper found.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

13.B9.Dz 231
 Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below.

Fuser part number:

● 5PN50-67001 (100V)

● 5PN61-67001 (110V)

● 5PN62-67001 (220V)

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

232 Chapter 7 Numerical control panel messages

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration clutch.

a. Run the diagnostic test to diagnose the registration clutch from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 233

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch to the
PCA (J70).

c. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

5. Check the fuser out sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

234 Chapter 7 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

e. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

6. If the error persists, replace the fuser.

Fuser part number:

● 5PN50-67001 (100V)

● 5PN61-67001 (110V)

● 5PN62-67001 (220V)

13.B9.FF
Residual paper jam at the fuser out sensor.

13.B9.FF 235
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

236 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the fuser out sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

Recommended action for onsite technicians 237

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

e. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

13.D2.Az
The paper did not leave the duplex sensor.

Z = Fuser mode

● 13.D2.A1 Printing in Auto-Sense mode Normal.

● 13.D2.A2 Printing in fuser mode Normal.

● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.A4 Printing in fuser mode Heavy 1.

● 13.D2.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

● 13.D2.A9 Printing in fuser mode Glossy paper 3.

● 13.D2.AB Printing in fuser mode Transparency.

● 13.D2.AC Printing in fuser mode Label.

● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.

238 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 239

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

240 Chapter 7 Numerical control panel messages

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.D2.Dz
The paper failed to reach the duplex sensor in required time.

Z = Fuser mode

● 13.D2.D1 Printing in Auto-Sense mode Normal.

● 13.D2.D2 Printing in fuser mode Normal.

● 13.D2.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.D4 Printing in fuser mode Heavy 1.

● 13.D2.D5 Printing in fuser mode Heavy 2.

● 13.D2.D6 Printing in fuser mode Heavy 3.

● 13.D2.D7 Printing in fuser mode Glossy paper 1.

● 13.D2.D8 Printing in fuser mode Glossy paper 2.

● 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.

13.D2.Dz 241
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

242 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 243

 4. Check the duplex motor.

a. Run the diagnostic test to diagnose the duplex motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Duplex > Duplex Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J88)

c. Retest the motor. If the test fails, replace the motor.

Duplex motor part number: JC93-01687A

For instructions, see the Repair Service Manual for this product.

5. Check the Duplex 1 sensor.

244 Chapter 7 Numerical control panel messages

 a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.D2.FF
Residual paper jam at the duplex sensor.

13.D2.FF 245
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

246 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Duplex 1 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

Recommended action for onsite technicians 247

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.A1
The trailing edge cannot leave the bridge entrance sensor.

Recommended action for customers

■ Open the bridge door. Remove any jammed paper found.

248 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

■ Open the bridge door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the bridge door. Remove any jammed paper found.

2. Check the bridge motor.

a. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker finisher
> Bridge > Bridge motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for call-center agents 249

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

c. Retest the motor. If the test fails, replace the motor.

Bridge motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

3. Check the bridge exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/stacker finisher > Bridge >
Bridge exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

250 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

d. Replace the sensor as needed.

Bridge exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.Dz
The paper failed to reach the output bin-full sensor in required time.

NOTE: This error can occur due to poor assembly of the first exit flag, no flag, or a disconnected flag.
It may also occur when the sensor connection of the flag is poor.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

13.E1.Dz 251
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician with the following part:

Actuator - Bin Full Exit part number: JC66-04339A

252 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

Recommended action for onsite technicians 253

 5. Check the out-bin full sensor.

a. Check the actuator. Make sure that the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the out-bin full sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output
> Out-Bin Full Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Out-bin full sensor part number: 0604-001393 or Exit unit: JC90-01876A (Upper assembly)
For instructions, see the Service Manual for this printer.

254 Chapter 7 Numerical control panel messages

6. Check the exit motor.

a. Run the diagnostic test to diagnose the exit motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J69).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Exit motor: JC93-00186A
or Exit unit: JC90-01678A (Upper part )
For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 255

 7. If the return gate (Callout 1) is closed, check the return gate solenoid (Callout 2). Make sure the
return gate moves smoothly back and forth.

Determine if a finisher is installed

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.E1.Dz error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Inner finisher

Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

256 Chapter 7 Numerical control panel messages

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler-stacker & Booklet finisher

Recommended action for onsite technicians 257

 Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

13.E7.Az
The paper did not leave the Exit 2 sensor.

258 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for customers 259

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

260 Chapter 7 Numerical control panel messages

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.E7.Dz
The paper failed to reach the Exit 2 sensor in required time.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

13.E7.Dz 261
 Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

262 Chapter 7 Numerical control panel messages

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the Exit 2 motor.

a. Run the diagnostic test to diagnose the Exit 2 motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit 2 Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 263

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J10).

c. Retest the motor. If the test fails, replace the motor.

Exit 2 motor part number: Y1G23-67001 (Upper part )

For instructions, see the Service Manual for this printer.

5. Check the return gate solenoid.

a. Run the diagnostic test to diagnose the return gate solenoid from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Duplex > Return Gate solenoid.

Check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

264 Chapter 7 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (J10).

c. Retest the solenoid. If the test fails, replace the solenoid.

Part number:
Return gate solenoid: TBD
Exit 2 unit: Y1G23-67001 (Upper part)
For instructions, see the Service Manual for this printer.

6. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

Recommended action for onsite technicians 265

 b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.E7.FF
Residual paper jam at the Exit 2 sensor.

266 Chapter 7 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for customers 267

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

268 Chapter 7 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.59.A3
Paper stay jam. The rear end of the paper fails to exit the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

13.59.A3 269
 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.

270 Chapter 7 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

Recommended action for call-center agents and onsite technicians 271

 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.

272 Chapter 7 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter fed short edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the booklet exit sensor.

Recommended action for call-center agents and onsite technicians 273

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.59.D3
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

274 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 275

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

276 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents and onsite technicians 277

 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.

278 Chapter 7 Numerical control panel messages

3. Check the paper path from the booklet tamper sensor (Callout 1) to the booklet exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped.

4. Check the booklet fold motor.

a. Run the diagnostic test for the booklet fold motor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher >
Booklet end fence > Booklet fold motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for call-center agents and onsite technicians 279

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN10).

c. Retest the motor. If the test fails, replace the motor.

Booklet fold motor part number: JC31-00144A

For instructions, see the Service Manual for this printer.

13.59.FF
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

280 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 281

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

282 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 283

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

284 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● 13.60.A1 Finisher input jam when printing to top output tray.

● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.60.A1, 13.60.A2 or 13.60.A3 285

 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.

286 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 287

 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.

288 Chapter 7 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Inner Finisher: Recommended action for call-center agents and onsite technicians 289
 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.

290 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter fed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the exit motor.

Inner Finisher: Recommended action for call-center agents and onsite technicians 291
 a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

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.

292 Chapter 7 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 293
 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the paper being used is not A4 or Letter, test with A4 or Letter paper. Feed long edge first as
indicated below. If a new error occurs, follow that error guide.

3. Turn the printer off, and then on.

294 Chapter 7 Numerical control panel messages

 4. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

5. Check the exit motor.

a. Run the diagnostic test for the exit motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker Finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 295
 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

d. If the error persists, replace the Entrance sensor with a new one.

Entrance sensor part number: JC32-00020A

For instructions: see the Service Manual for this printer.

13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.

● 13.60.D1 Finisher input jam when printing to top output tray.

● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

296 Chapter 7 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Inner Finisher: Recommended action for customers 297

 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for paper jams or obstructions.

298 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Stapler/Stacker - Booklet Maker: Recommended action for customers 299

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians

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.

300 Chapter 7 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Inner Finisher: Recommended action for call-center agents and onsite technicians 301
 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Run the diagnostics for the motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

302 Chapter 7 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner-Rear Joint).

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: 5QK09-60128

For instructions, see the Service Manual for this printer.

4. If the motor test passes, check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

b. Make sure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the finisher for paper jams or obstructions.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 303
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

304 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 305
 3. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

306 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.60.FF
The entrance sensor detects paper when the finisher starts.

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.60.FF 307
 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.

308 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 309

 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.

310 Chapter 7 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents and onsite technicians

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.

Inner Finisher: Recommended action for call-center agents and onsite technicians 311
 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.

312 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the entrance sensor (S1).

a. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Cover the sensor to see if the value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner-
Rear Sensor).

Inner Finisher: Recommended action for call-center agents and onsite technicians 313
 c. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

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.

314 Chapter 7 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 315
 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

316 Chapter 7 Numerical control panel messages

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.

Recommended action for customers 317

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

318 Chapter 7 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for call-center agents and onsite technicians 319

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

320 Chapter 7 Numerical control panel messages

 4. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

13.63.AZ 321
 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.

322 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

Recommended action for call-center agents and onsite technicians 323

 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.

324 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA

b. Replace the sensor as needed.

Part number: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
Service Manual for this product.

Recommended action for call-center agents and onsite technicians 325

 4. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

326 Chapter 7 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 327

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

328 Chapter 7 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for call-center agents and onsite technicians 329

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

330 Chapter 7 Numerical control panel messages

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.63.F0 331
 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.

332 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents and onsite technicians 333

 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.

334 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

Recommended action for call-center agents and onsite technicians 335

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.84.A1
The paper failed to leave the top exit sensor of the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

336 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 337

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

338 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents and onsite technicians 339

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the paper being used is not A4 or Letter, test with A4 or Letter fed long edge first as indicated
below. If a new error occurs, follow that error guide.

3. Turn the printer off, and then on.

4. Check the paper path from the top exit sensor (Callout 1) to the output tray. Take a very close look at
where the paper leading edge stopped. Check for a foreign substance, a deformed shape, or paper
path obstructions that can cause this error.

340 Chapter 7 Numerical control panel messages

 5. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/stacker finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

13.84.D1 341
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

342 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 343

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

344 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor (Callout 2) to the finisher exit sensor
(Callout 1). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 345

 4. Check the top exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Top
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check that the sensor value changes during the test.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Top exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.84.D2
The paper failed to reach the main output tray exit sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

346 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 347

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

348 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents and onsite technicians 349

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

350 Chapter 7 Numerical control panel messages

3. Check the paper path from the finisher entrance sensor (Callout 1) to the main exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped. Check for a foreign substance,
a deformed shape, or paper path obstructions that can cause this error.

4. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 351

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

352 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 353

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

354 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents and onsite technicians 355

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

356 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

13.90.A3 357
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

358 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 359

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

360 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 361

 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.

362 Chapter 7 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 363

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

Recommended action for customers

1. Check the finisher for jams or obstructions.

364 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 365

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

366 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 367

 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.

368 Chapter 7 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

Recommended action for call-center agents and onsite technicians 369

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

5. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

370 Chapter 7 Numerical control panel messages

 d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

6. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher > Booklet
entrance > Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

13.91.FF
Paper is detected at the booklet entrance sensor when the finisher is initializing.

13.91.FF 371
 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.

372 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for customers 373

 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.

374 Chapter 7 Numerical control panel messages

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 375

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

376 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 377

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

5. Check the booklet entrance sensor.

378 Chapter 7 Numerical control panel messages

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door 379

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

380 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents and onsite technicians 381

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

382 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check and make sure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 383

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up and elevate the case using the stand. (Callout 1
indicates the jam access handle.)

e. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

4. Turn the printer off, and then on.

384 Chapter 7 Numerical control panel messages

 5. If the error persists, please elevate the case using the Standard Support Process.

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

13.92.FF Jam in front left door 385

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

386 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 387

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

388 Chapter 7 Numerical control panel messages

 3. Check the buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Buffer >
Buffer sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Buffer sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.D3
Paper did not reach the booklet tamper sensor in the specified time limit.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

13.95.D3 389
 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.

390 Chapter 7 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 391

 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.

392 Chapter 7 Numerical control panel messages

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 393

 3. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet tamper sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

394 Chapter 7 Numerical control panel messages

 d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.FF
Paper is detected at the booklet tamper sensor when the finisher is initializing.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

13.95.FF 395
 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.

396 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 397

 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.

398 Chapter 7 Numerical control panel messages

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.

4. Check the booklet tamper sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 399

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

Recommended action for customers

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.

400 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 401

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

402 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 403

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet tamper sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

NOTE: Make sure that the buffer sensor S13 is clear of any debris and moves freely.

404 Chapter 7 Numerical control panel messages

5. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Booklet entrance
> Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

Recommended action for call-center agents and onsite technicians 405

 c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

406 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 407

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

408 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 409

 3. Check the paper path from the finisher main exit sensor (Callout 1) to the buffer sensor (Callout 2).
Take a very close look at where the paper leading edge stopped. Check for a foreign substance, a
deformed shape, or paper path obstructions that can cause this error.

4. Check the buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Finisher > Buffer > Buffer sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

410 Chapter 7 Numerical control panel messages

 d. Replace the sensor as needed.

Buffer sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

5. Check the booklet feed motor.

a. Run test, 113-3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the feed motor.

Part number: JC93-001152A

For instructions on removing and replacing booklet feed motor, see the Repair Service Manual
for this product.

20.WX.YZ error messages

20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

2. Clean the scanner glass and glass strips.

20.* errors 411

 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.

30.01.41, 30.01.45, 30.01.57

Errors related to CPB or scanner communication.

● 30.01.41: CPB general error.

● 30.01.45: CPB assertion failure error.

● 30.01.57: Scan Device detects error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for 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, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process.

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

412 Chapter 7 Numerical control panel messages

 d. Select Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

NOTE: If the file size is smaller than 10 MB, then the correct log has not been captured.

30.01.44
Scanner communication error.

Recommended action for customers

1. Turn the printer off and then on again two times.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off and then on again two times.

2. If the error persists, dispatch an onsite technician to check the formatter connection (J67) and
LVPS connections (CN3, CN4).

● Formatter

● LVPS

30.01.44 413
 3. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, dispatch a technician to replace the ADF.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the formatter connection (J67) and LVPS connections (CN3, CN4).

● Formatter

414 Chapter 7 Numerical control panel messages

● LVPS

Recommended action for onsite technicians 415

 3. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, replace the ADF.

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. 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.

416 Chapter 7 Numerical control panel messages

 10. If the error persists, replace the document feeder assembly.

31.13.00
Multipick jam in document feeder.

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.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

31.13.00 417
 5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel, select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If ther error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

418 Chapter 7 Numerical control panel messages

 5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel, select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

If the customer wishes to keep the multi-detection turned off, due to paper quality issues, this
can be saved as a default or a quick set for easier usage.

CAUTION: The document feeder will no longer detect whether multiple pages are fed, and
this can cause other jam errors and can cause missing pages in copy jobs.

31.13.01 (100-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

31.13.01 (100-sheet ADF) 419

 Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, dispatch an onsite technician with the following parts.

ADF Roller Kit: 5QJ83-67002

ADF assembly: 5QJ83-67007

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

420 Chapter 7 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

5. Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

Recommended action for onsite technicians 421

 6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

7. Check the Top of Page sensor (Top of Form sensor).

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > Top of Form sensor (TOF sensor).

422 Chapter 7 Numerical control panel messages

 Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFp-
J4).

c. Replace the ADF assembly as needed.

ADF assembly part number: 5QJ83-67007

For instructions, see the Service Manual for this product.

31.13.01 (200-sheet Flow ADF, 200-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

31.13.01 (200-sheet Flow ADF, 200-sheet ADF) 423

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

424 Chapter 7 Numerical control panel messages

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, dispatch an on-site technician with the following parts.

ADF Roller Kit: 5851-7202

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-14 Example ADF Serial Number

Recommended action for call-center agents 425

 Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. Check the rollers.

426 Chapter 7 Numerical control panel messages

 ■ Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 427

 7. Check the Feed Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Feed Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J8).

428 Chapter 7 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-15 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

8. Check the ADF Tray Lift Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Tray Lift Motor

Recommended action for onsite technicians 429

 Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J1).

c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-16 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

430 Chapter 7 Numerical control panel messages

9. Check the Deskew sensor.

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > ADF paper path Deskew sensor
Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFg-
J3).

Recommended action for onsite technicians 431

 c. Replace the ADF assembly as needed.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-17 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

31.13.02 (200-sheet Flow ADF, 200-sheet ADF)

Jam inside the document feeder.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

432 Chapter 7 Numerical control panel messages

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

Recommended action for call-center agents 433

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-18 Example ADF Serial Number

434 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for onsite technicians 435

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

6. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

7. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

436 Chapter 7 Numerical control panel messages

8. Check the Deskew Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Deskew Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J9).

Recommended action for onsite technicians 437

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-19 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

9. Check the Top of Form sensor (Top of page sensor).

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > Top of Form sensor (ADF TOF sensor)
Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

438 Chapter 7 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFg-
J2).

c. Replace the ADF assembly as needed.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 7-20 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

31.13.13
Jam in document feeder.

When feeding the original, the top cover is open status.

Recommended action for customers

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

31.13.13 439
 Recommended action for call-center agents

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. Turn off the power and check the sensor assembly status.

NOTE: Follow the instructions below to check the sensor's condition and to see if the sensor is
missing.

a. Valiant ADF: Remove the six screws. / Growler ADF: Remove the three screws.

440 Chapter 7 Numerical control panel messages

 b. Make sure there is no problem with the assembly of the sensor. In particular, make sure that
the sensor is not abnormally lifted.

31.13.14 (300-sheet Flow ADF)

Jam in document feeder.

There is a problem with ADF Retard motor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

31.13.14 (300-sheet Flow ADF) 441

 Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: 5QK08-67004

442 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for onsite technicians 443

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

444 Chapter 7 Numerical control panel messages

7. Check the Retard Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > Retard Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 445

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFv-J8).

c. Retest the motor. If the test fails, replace the ADF assembly.

Part number - ADF assembly: 5QK08-67004

For instructions: see the Service Manual for this printer.

31.13.14 (100-sheet ADF)

Jam in document feeder.

There is a problem with the ADF feed motor (Main Motor).

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

446 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: 5QJ83-67007

Recommended action for call-center agents 447

 Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

448 Chapter 7 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 449

 7. Check the ADF Feed Motor (Main Motor).

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Feed Motor.
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFp-J8).

450 Chapter 7 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly part number: 5QJ83-67007

For instructions, see the Service Manual for this printer.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Retry the job.

32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

Recommended action
There is no action needed for this message.

■ No action necessary.

32.1C.05
The restore job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.

32.* errors 451

 Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.

4. Check the network share or try setting up a new shared network drive or folder.

32.1C.09 (event code)

Tried to restore a backup file that was not valid for this printer.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
■ Use a valid backup file.

32.1C.0A (event code)

Backup file is invalid.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

452 Chapter 7 Numerical control panel messages

32.1C.0D (event code)
Backup/restore failed, auto-reboot failed, or the printer might be busy.

Recommended action
■ Reboot, and then retry the backup/restore.

32.1C.11 (event code)

Backup/restore time-out while communicating with the engine.

The backup operation was aborted because the printer is busy.

Recommended action
■ Wait until the printer is idle, and then try again.

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
■ Free up disk space, and then try again.

32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

32.1C.2F
Reset failure.

Recommended action
■ Turn the printer off, and then on. Retry the job.

32.1C.0D (event code) 453

 32.1C.40
The backup operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

454 Chapter 7 Numerical control panel messages

 ■ No action necessary.

32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

32.1C.49
The backup job ticket was submitted with a bad encryption.

NOTE: This would only apply to a web services call to perform a backup with a blank PIN

Recommended action
■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

32.1C.46 455
 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

456 Chapter 7 Numerical control panel messages

Recommended action
■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
■ Retry the job.

33.WX.YZ error messages

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem.

Recommended action 457

 ■ Install the correct component for this printer.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.

TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.

TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting
during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

458 Chapter 7 Numerical control panel messages

 3. Check the connection (J11).

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The
original TPM module must be returned or you may select the Stop Using option in the preboot TPM
sub-menu.

Recommended action
1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select
the Stop Using option.

33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM
module currently installed is used to protect data in another device. The original TPM module must be
returned or you can start using this TPM module by selecting the Enable and Use option in the preboot
TPM sub-menu. You can also stop using a TPM altogether.

Recommended action
1. Turn the printer off and remove the TPM module. The printer will not be protected.

33.04.02 Missing TPM 459

 2. If choosing to protect the printer with the used TPM, refer to the "Install a
new or re-enable an existing TPM after disabling a previous TPM" section of the
http://h10032.www1.hp.com/ctg/Manual/c04499622 (c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different
TPM accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM
module that was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is
unavailable or damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.

3. From the Preboot menu, select Administrator, and then select TPM Config.

4. Select Get status, Enabled and then select Disable TPM and confirm. The printer will reboot.

NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be
in a Ready state.

5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.

6. Turn the printer off, and then turn it on.

7. Open the Preboot menu.

8. From the Preboot menu, select Administrator, and then select TPM Config.

9. Select Get status, Disabled and then select Enable TPM and confirm. The printer will reboot.

NOTE: Wait for the printer to restart and to be in a Ready state.

460 Chapter 7 Numerical control panel messages

 10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new
one can not be installed for security reasons.

11. If the error persists, elevate the case using the Standard Support Process.

33.04.06 TPM Locked Out

The Trusted Platform Module (TPM) is locked out due to too many authentication failures.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact the GBU.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

33.04.06 TPM Locked Out 461

 ● 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.

Go to: HP FutureSmart - Latest Firmware Versions

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual (Doc ID: c04863614).

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

Go to: HP FutureSmart - Latest Firmware Versions

462 Chapter 7 Numerical control panel messages

 NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 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
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the following message is displayed when selecting Continue from
the Preboot menu after encountering a 33.05.2z or 33.05.5z error. This message should be ignored.

A disk or boot error has occurred. Clear Error. Press Any Key

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.06.03 Uninitialized supply chip on formatter

An alarm indicates that the supply chip on the formatter is not responding. This error occurs when
printer is booting. This error can occur when the initialization of the supply chip on the formatter fails
due to an unknown problem.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

33.05.2x Intrusion detection errors 463

 Recommended action for call-center agents or onsite technicans

1. Turn the printer off, and then on.

2. If the error persists, elevate the case using the Standard Support Process.

33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.08.01 Boot code corrupt and recovered

● 33.08.02 Boot code corrupt and recovered

● 33.08.03 Boot code corrupt and recovered

Recommended action for customers, call-center agents, and onsite technicians

1. No action necessary.

2. The newly downloaded firmware failed to cryptographically validate the BIOS code.

33.08.06 Boot code corrupt

Recommended action for customers

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

Recommended action for call-center agents

1. Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.
2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.08.08 Upgrade corrupt

464 Chapter 7 Numerical control panel messages

Recommended action for customers
This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen. Downgrade to non-SureStart firmware - only available from
the Preboot menu.

Recommended action for call-center agents

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

1. Downgrade to non-SureStart firmware - only available from the Preboot menu.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

■ Downgrade to non-SureStart firmware - only available from the Preboot menu.

33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate

● 33.08.11 Code sign error

● 33.08.12 Code sign error

Recommended action for customers

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If this issue recurs, contact administrator.

Recommended action for call-center agents

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

Recommended action for customers 465

 33.08.19 Corrupt data in firmware volume

Recommended action for customers, call-center agents, and onsite technicians

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
If this issue recurs, contact administrator.

2. If the device does not reboot to Ready, download a firmware bundle to the printer from the Preboot
menu. Go to: HP FutureSmart - Latest Firmware Versions.

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP SureStart - Whitelisting and Intrusion Detection

Troubleshooting Manual. (Doc ID: c04863614)

33.08.6x Intrusion detection errors

The intrusion detection system has encountered an error.

● 33.08.60 Potential memory intrusion detected

● 33.08.61 Potential malicious code detected

● 33.08.62 Potential system register intrusion detected

● 33.08.63 Intrusion detection not initialized

● 33.08.64 Intrusion detection initialization error

● 33.08.73 Potential memory intrusion detected

● 33.08.74 System resource error

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, contact administrator.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

466 Chapter 7 Numerical control panel messages

40.WX.YZ error messages
40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.

40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

The product has experienced a JetDirect buffer overflow.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.03 EIO <x> buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.

Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO <x> bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.* errors 467

 40.00.05 Embedded I/O bad transmission To continue, touch “OK”
The USB device has been removed.

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

Recommended action
See recommended action.

■ No action necessary.

41.WX.YZ error messages

41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in
the printer and the paper the printer is configured to use.

Recommended action
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.

468 Chapter 7 Numerical control panel messages

 6. If the issue persists, replace the DC controller.

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a
paper-width sensor failure occurred from an unknown tray. The error will be one of the following:

● 41.03.F0

● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

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

■ If the error persists, dispatch an onsite technician.

Recommended action for 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.

41.03.FZ Unknown Misprint Error 469

 2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: JC90-01853A

Tray 3 part number: 5QK09-60121
Tray 4 part number: 5QJ98-61009
Tray 5 part number: 5QJ98-61007

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-01408A

470 Chapter 7 Numerical control panel messages

 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: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-01408A

41.03.01
Tray 1 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

41.03.01 471
 Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

472 Chapter 7 Numerical control panel messages

 e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

41.03.02
Tray 2 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

41.03.02 473
 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

3. Check the Tray 2 paper size sensor.

a. Diagnose the Tray 2 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 2 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

474 Chapter 7 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).

c. Replace the sensor as needed.

Part number:

● Tray 2 paper size sensor: JC93-00018B

● Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.03
Tray 3 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 2 sensor.

41.03.03 475
 a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Sensor part number: 0604-001490

476 Chapter 7 Numerical control panel messages

3. Check the Tray 3 paper size sensor.

a. Diagnose the Tray 3 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 3 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).

c. Replace the sensor as needed.

Part number:

● Tray 3 paper size sensor: JC93-00018B

Recommended action for onsite technicians 477

 ● Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.04 (DCF)
Tray 4 (DCF) detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Tray 4 paper size sensor.

a. Diagnose the Tray 4 paper size sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

478 Chapter 7 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN802).

c. Replace the sensor as needed.

Part number:

● Tray 4 paper size sensor: JC93-01408A

● Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.05(DCF)
Tray 5 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Tray 5 paper size sensor.

41.03.05(DCF) 479
 a. Diagnose the Tray 5 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN802).

c. Replace the sensor as needed.

Part number:

● Tray 5 paper size sensor: JC93-00018B

● Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)

For instructions, see the Service Manual for this printer.

42.WX.YZ error messages

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on. Retry the job.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

480 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on. Retry the job.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

42.B0.01
Missing string in firmware error.

Recommended action
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.

42.11.08 Invalid Flex Build

If the Installed Flex Build configuration is invalid while bios booting, a UI Message will be displayed in
BISO Booting Screen.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if Flex Build configuration (Control Panel, ISA, Mass Storge) is valid. If not, install valid Control
Panel, ISA, and Mass Storge.

2. Turn the printer off, and then on.

42.11.09 Invalid Storage

If the Installed Storage is invalid while bios booting, a UI Message will be displayed in BISO Booting
Screen.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

42.B0.01 481
 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if installed storage is valid. If not, install valid storage.

2. Turn the printer off, and then on.

42.11.10 Invalid ISA

If the Installed ISA is invalid while bios booting, a UI Message will be displayed in BISO Booting Screen.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if installed ISA is valid. If not, install valid ISA.

2. Turn the printer off, and then on.

42.11.11 Invalid CP
If the Installed CP is invalid while bios booting, a UI Message will be displayed in BISO Booting Screen.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

482 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Check if installed CP is valid. If not, install valid CP.

2. Turn the printer off, and then on.

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

3. Turn the printer off, and then on. Retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on. Retry the job.

Recommended action for onsite technicians 483

 d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

■ Try to send the job again.

Recommended action

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

484 Chapter 7 Numerical control panel messages

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

44.11.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action 485

 Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

486 Chapter 7 Numerical control panel messages

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

Credentials associated with the SharePoint destination were found to be invalid or missing.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.05 Error Event log message (Multifunction product only.)

Credentials do not have write access to the SharePoint destination.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

Recommended action 487

 The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

44.16.08 Error Event log message (Multifunction product only.)

Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

44.16.09 Error Event log message (Multifunction product only.)

Upload of image file failed. A folder or filename length is too long.

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

488 Chapter 7 Numerical control panel messages

 2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

44.16.10 Error Event log message (Multifunction product only.)

The SharePoint server is using an invalid certificate.

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

44.16.0D Error Event log message (Multifunction product only.) 489

 2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.04 Fax Modem2 Failure

A Fax Modem2 Failure error has occurred. [Dual Fax] when the second fax modem is not installed (or
installed but has bad modem/bad connection) on the dual fax supported device at the booting time, the
device will make a warning log for the second fax modem.

Recommended action
1. If you have installed the second fax modem, check the connection. And turn the printer off, and then
on.

2. If the error persists, record the message, and then contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

45.WX.YZ error messages

45.00.07
Failed to connect to host or proxy.

The communication between the formatter and the main board failed.

This error occurs while trying to access the Support Tools > Service > Service Functions menu.

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

490 Chapter 7 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Functions menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter 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

There is an 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 refer to the internal network communication, not the JDI LAN drop
to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, send a technician to check the connection status and gather materials to
investigate further.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

Recommended action for customers 491

 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.

Typically, the RJ45 cable between the main board and formatter is disconnected.

This error occurs while trying to access the Support Tools > Service > Service Functions menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Functions menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter 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.

46.WX.YZ error messages

46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to
complete.

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print
driver

492 Chapter 7 Numerical control panel messages

Recommended action for customers
Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the firmware.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents 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. 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, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

46.24.00
Engine speed successfully configured via Late Point Differentiation (cloud).

Engine speed configured via cloud information.

Recommended action
See recommended action.

■ No action necessary.

46.24.01
Engine speed successfully configured via Late Point Differentiation (USB).

Engine speed configured via USB information.

Recommended action for customers 493

 Recommended action
See recommended action.

■ No action necessary.

46.24.03 Invalid Configuration (Finisher and Engine speed)

If the engine is upgraded to a higher speed than the installed finisher, and then the finisher is installed,
there should be a warining on the UI indicating that full speed is not possible.

The installed finisher's speed is lower than the engine's full speed. so, the engine's speed is downgraded.

Recommended action
■ Contact the administrator.

47.WX.YZ error messages

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.00.xx
Back channel internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

494 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.01.xx errors
Image transformer internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.02.xx
Job parser internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 495

 2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.03.xx
Print job internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

496 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.05.xx
Print spooler framework internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.06.xx
Print application internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians 497

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.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

498 Chapter 7 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists over multiple power cycles, then do the following.

3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

48.WX.YZ error messages

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents 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. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

Recommended action for customers 499

 3. If the error persists, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

48.0D.01 Remote Image Disk error

The hard disk drive on the main board PCA has experienced an error.

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: 933853-010

For instructions on removing and replacing hard disk drive, see the Repair Service Manual for this
product.

49.WX.YZ error messages

49.13.01
Error in the native video pipeline.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. For troubleshooting procedures, search for the "HP LaserJet Managed MFP E72525-E72535,
E77822-E77830, E78223-E78230, E82540-E82560, E87640-E87660 - 49.13.0 in solid condition"
document on WISE.

49.XX.YY Error To continue turn off then on

A firmware error occurred.

Possible causes:

● Corrupted print jobs

500 Chapter 7 Numerical control panel messages

 ● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

Recommended action for customers 501

 2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

50.WX.YZ error messages

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

50.FF.01 Fuser error

The temperature of the fuser is less than a certain temperature.

The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.

Recommended action for customers

1. Turn the printer off.

502 Chapter 7 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

Recommended action for call-center agents 503

 ● 220V fuser part number: 5PN62-67001

Recommended actions for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

5. If the problem persists, replace the fuser unit.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

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: JC44-00210F

Fuser drive board 220V part number: JC44-00211F
Main board part number: 6CF14-67005

504 Chapter 7 Numerical control panel messages

 For instructions, see the Service Manual for this printer.

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.

The pressure control unit (cam unit) of the fuser is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

Recommended actions for onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser gap home sensor.

■ Diagnose the fuser gap home sensor.

i. Run the diagnostic test for the sensor from the following menu:

50.FF.02 Fuser error 505

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensor >
Fuser > Fuser Gap Home Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J69).

iii. Replace the sensor as needed.

Part number:

Fuser gap home sensor: TBD

100V fuser (upper part): 5PN50-67001

110V fuser (upper part): 5PN61-67001

220V fuser (upper part): 5PN62-67001

50.FF.yz Fuser error

Fuser error.

● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature.

● 50.FF.04 A fuser error of the center thermistors temperature slope occurred.

● 50.FF.05 A fuser error of the side thermistors temperature slope occurred.

● 50.FF.06 Temperature of the center thermistor is higher than the maximum allowable temperature.

● 50.FF.07 Temperature of the side thermistor is higher than the maximum allowable temperature.

● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0A The temperature of the side of the fuser changed suddenly (abnormal ADC).

● 50.FF.0B The temperature control of the fuser is abnormal.

506 Chapter 7 Numerical control panel messages

 ● 50.FF.0C The temperature control of the fuser is abnormal.

● 50.FF.0D The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.

● 50.FF.0E The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.

● 50.FF.0F The temperature measured in the central thermistor is much lower than the target
temperature after the warm-up period.

● 50.FF.10 The temperature measured by the side thermistor is much lower than the control
temperature.

● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature
after the warm-up period.

● 50.FF.12 The printer detected that the temperature of the fuser is higher than the permitted limit.

● 50.FF.13 The printer detected that the temperature of the fuser is higher than the permitted limit.

Recommended action for customers

1. Turn the printer off.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off.

Recommended action for customers 507

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

Recommended actions for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. 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.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

508 Chapter 7 Numerical control panel messages

 For instructions, see the Service Manual for this printer.

7. If the problem persists, replace the fuser unit.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

8. 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: JC44-00210F

Fuser drive board 220V part number: JC44-00211F
LVPS Type-5 110V part number: 5QJ90-60014
LVPS Type-5 220V part number: 5QJ90-60015
Main board part number: 6CF14-67005
For instructions, see the Repair Service Manual for this printer.

NOTE: The main board PCA should be the last part replaced if needed.

54.WX.YZ error messages

54.* errors
Errors in the 54.* family are related to the image-formation system.

● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.

● For HP PageWide printers, they can indicate a problem with the calibration process.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware. Go to HP FutureSmart -
Latest Firmware Versions

54.* errors 509

 3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.14.00
The ACR sensor calibration error occurred in the set. This error occurs every time that you try to use the
printer.

The calibration value of the ACR sensor is abnormal. Printing is possible, but the print quality may
deteriorate.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

510 Chapter 7 Numerical control panel messages

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. Execute the Auto Color Registration (ACR) operation.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.

3. If the error persists, dispatch an onsite technician.

Recommended actions for onsite technicians

1. Turn the printer off, and then on.

2. Execute the Auto Color Registration (ACR) operation from the following menu:

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.

3. Check ID sensors.

a. Clean ID sensors.

i. Disassemble the ITB unit.

ii. Clean the CPR sensor using a lint-free cloth.

iii. Execute the function of “CTD sensor cleaning”.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Diagnostics >
Advanced Calibration Support > CTD sensor Cleaning

iv. Power off and on, and retest for checking the status.

Recommended actions for call-center agents 511

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J19).

c. Replace the sensor as needed.

Front, Center, Rear ID Sensor: JC32-00014A

CPR unit: 5QJ83-60108 (Upper part)
For instructions, see the Service Manual for this printer.

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.

● 54.DD.01 The center thermistor sensor has a short circuit.

● 54.DD.02 The center thermistor sensor has an open circuit.

● 54.DD.03 The side thermistor sensor has a short circuit.

● 54.DD.04 The side thermistor sensor has an open circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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

512 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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: 3SJ00-60002

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

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.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.

g. If the resistance measures OK, replace the main board PCA.

Part number: 3SJ00-60002

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser inner temperature sensor detected a breach of its upper or lower limit.

● 54.DD.05 The center thermistor sensor has an open circuit.

● 54.DD.06 The output of the inner temperature sensor is less than the minimum value permitted.

54.DD.05, 54.DD.06 and 54.DD.07 error 513

 ● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser.

a. Turn the printer off.

b. Open the right side cover.

c. Remove the fuser.

d. Check the connector between the fuser and the engine for damage. Replace the fuser as
needed.

e. If the connection is OK, replace the fuser.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.

3. If the error persists, replace the main board PCA.

Part number: 3SJ00-60002

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.

● 54.DD.08 The outer temperature sensor is faulty or not connected.

514 Chapter 7 Numerical control panel messages

 ● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with outer temperature sensor for the error
reported.

Part number:
Outer temperature sensor: 5QJ90-40002

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Replace the outer temperature/humidity unit.

Outer temperature/humidity unit: 5QJ90-40002

For instructions on removing and replacing outer temperature/humidity unit, see the Repair Service
Manual for this product.

54.DD.0E Wrap jam sensor calibration error

The wrap jam sensor calibration error occurred in the fusing unit. This error occurs every time that you
try to use the printer. The media is stuck in fusing unit. The belt is broken or contaminated. The wrap jam
sensor is malfunction.

Recommended action for customers 515

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off.

2. If the error persists, dispatch an onsite technician with the fuser that corresponds to the error
reported.

Recommended actions for onsite technicians

1. Check if the fuser wrap jam sensor is properly mounted on the holder.

2. Check if the harness is properly mounted into the sensor.

3. If the error persists, replace the fuser.

56.WX.YZ error messages

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. If any third-party hardware is installed, remove it and try printing again.

3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.

4. Reinstall the tray, and make sure it is correctly seated.

57.WX.YZ error messages

57.* errors
Errors in the 57.* family indicate a problem with a fan.

516 Chapter 7 Numerical control panel messages

Recommended action for customers

1. See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - A "57.00.xx Error"
message displays on the printer control panel. (c04588847)

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. 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 errors

LVPS (SMPS) fan 1 error.

57.00.01 The LVPS (SMPS) fan 1 was not activated, but the printer indicates that it is operating.

57.00.02 The LVPS (SMPS) fan 1 was activated, but it did not start, or it stops after a certain amount of
time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace SMPS fan1.

LVPS and FDB fan assembly part number: JC93-01786A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

Recommended action for customers 517

 2. Check the LVPS fan.

a. Diagnose the LVPS fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
> Fan > LVPS Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

b. Retest the fan. If the test fails, replace the fan.

LVPS and FDB fan assembly part number: JC93-01786A

For instructions on removing and replacing LVPS and FDB fan assembly, see the Repair
Service Manual for this product.

518 Chapter 7 Numerical control panel messages

57.00.03, 57.00.04 errors
Duplex Fan (Right door fan) error.

● 57.00.03 The duplex fan was not activated, but the printer indicates that it is operating.

● 57.00.04 The duplex fan operates, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send a technician to check and
replace duplex fan.

Duplex fan part number: JC31-00160C

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the duplex fan (F3).

a. Diagnose the duplex fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
> Fan > Duplex Fan 1, 2

57.00.03, 57.00.04 errors 519

 And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J88).

b. Retest the fan. If the test fails, replace the fan.

Duplex fan part number: JC31-00160C

For instructions, see the Service Manual for this printer.

57.00.13, 57.00.14 errors

Fuser out fan error.

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 it did not start or stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace the fuser fan.

Fuser fan part number:5QJ90-40125

520 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser fan.

a. Diagnose the fuser fan.

i. Run the diagnostics for the fan.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Fuser Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J10).

b. Retest the fan. If the test fails, replace the fan.

Fuser fan part number: 5QJ90-40125

Recommended action for onsite technicians 521

 For instructions, see the Service Manual for this printer.

57.00.17, 57.00.18 errors

Developer fan error.

● 57.00.17 The developer fan was not activated, but the printer indicates that it is operating.

● 57.00.18 The developer fan starts, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. Check the fan sound. If there is abnormal fan noise, send technician to check and replace
developer fan.

Developer fan part number: 5QJ90-40126

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer fan.

a. Diagnose the developer fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Developer Fan

522 Chapter 7 Numerical control panel messages

 And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

b. Retest the fan. If the test fails, replace the fan.

Developer fan part number: 5QJ90-40126

For instructions, see the Service Manual for this printer.

57.00.28, 57.00.29 errors

Drum fan error.

● 57.00.28 The drum fan was not activated, but the printer indicates that it is operating.

● 57.00.29 The drum fan operates, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

57.00.28, 57.00.29 errors 523

 2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace drum fan.

Drum fan part number: JC31-00160C

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the drum fan.

a. Diagnose the drum fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Drum Fan (OPC Fan)

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J88).

524 Chapter 7 Numerical control panel messages

 b. Retest the fan. If the test fails, replace the fan.

Drum fan part number: JC31-00160C

For instructions, see the Service Manual for this printer.

57.00.30, 57.00.31 OPC fan errors

OPC fan error.

● 57.00.30 The OPC fan was not activated, but the printer indicates that it is operating.

● 57.00.31 The OPC fan starts, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace OPC fan.

OPC fan part number: JC31-00160C

3. If there is not abnormal fan noise, send technician with service items below.

Fuser Fan part number: 5QJ90-40125

SMPS board part number: 5QJ90-60014 (110V), 5QJ90-60015 (220V)

57.00.30, 57.00.31 OPC fan errors 525

 Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. 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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 100-0075, OPC Fan Run.

c. If OPC fan does not work, open left cover and check OPC fan.

d. Check if the corresponding fan connector is connected correctly.

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: JC31-00160C

For instructions, see the Repair Service Manual for this printer.

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: 5QJ90-60014 (110V), 5QJ90-60015 (220V)

For instructions, see the Repair Service Manual for this printer.

4. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt
meter (3.3V).

5. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00160C

526 Chapter 7 Numerical control panel messages

 For instructions, see the Repair Service Manual for this printer.

59.WX.YZ error messages

59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.00.10, 59.00.20 Motor error

Registration/MP motor error.

● 59.00.10 The motor is operating, but the printer indicates that it is stopped.

● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Check the feed/MP motor.

a. Open the side cover.

59.* errors 527

 b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers
from turning. If there is any foreign substance or paper, remove it.

c. Close the side cover and check for recovery.

Recommended action for onsite technicians

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 registration/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around registration/MP unit preventing the
rollers from turning. If there is any damage, replace the drive assembly.

Part number: JC93-00443A

For instructions, see the Repair Service Manual for this printer.

c. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

d. Run test 100-0410, Regitration Motor.

e. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly (Connector 21).

528 Chapter 7 Numerical control panel messages

 f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

g. If the voltage is good, replace the motor.

Part number: JC31-00123B

h. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5 (Connector 17).

i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS (24V ± 5%).

j. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

3. Check the motor signal 3.3V from the main board PCA.

Recommended action for onsite technicians 529

 a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.30, 59.00.40 Motor error

Fuser motor error.

● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.

● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

530 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Repair Service Manual for this printer.

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: JC93-01678A

For instructions, see the Repair Service Manual for this printer.

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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the
signal voltage on the main board PCA.

Recommended action for onsite technicians 531

 c. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly (Connector 15).

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

e. If the voltage is good, replace the motor.

Part number: JC31-00123B

f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5 (Connector 17).

532 Chapter 7 Numerical control panel messages

 g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

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 ~0V when running and 3.3V ± 5% when stopped.

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.90, 59.00.A0 Motor error

ITB motor error.

● 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.

59.00.90, 59.00.A0 Motor error 533

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

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. Remove the ITB cleaner and ITB unit. Check if there is any foreign substance or paper in the ITB
unit.

3. Ensure the transfer belt moves freely. If it does not or if it is damaged, replace the ITB.

Part number: JC93-01378A

For instructions, see the Repair Service Manual for this printer.

4. Check the ITB motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 100-0044, OPC Motor K.

534 Chapter 7 Numerical control panel messages

c. If the test fails, check if the wire harness on the drive assembly and Connector 21 on main
board are connected correctly.

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

e. If the voltage is good, replace the motor.

Part number: JC31-00123B

f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure
the voltage on Connector 17 of the main board PCA from the LVPS type 5.

Recommended action for onsite technicians 535

 g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

5. 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 ~0V when running and 3.3V ± 5% when stopped.

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 3SJ00-60002

For instructions, see the Repair Service Manual for this printer.

d. If the value is normal, replace the motor.

Part number: JC31-00123G

59.1X.B0 Supply motor abnormal rotation

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.

● 57.10.B0 Black supply motor abnormal rotation.

● 59.11.B0 Cyan supply motor abnormal rotation.

536 Chapter 7 Numerical control panel messages

 ● 59.12.B0 Magenta supply motor abnormal rotation.

● 59.13.B0 Yellow supply motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

Part number: SS216-80501

3. If the same error occurs continuously, then replace the toner cartridge.

59.1X.C0 Supply motor error

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.

● 59.10.C0 Black supply motor error.

● 59.11.C0 Cyan supply motor error.

● 59.12.C0 Magenta supply motor error.

● 59.13.C0 Yellow supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for customers 537

 Recommended actions for call-center agents

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

Part number: SS216-80501

3. If the same error occurs continuously, then replace the toner cartridge.

59.2X.D0 Developer motor abnormal rotation

The developer motor was activated, but it stops after a certain amount of time. The printer is a mono
model. The developer motor operates for a certain amount of time.

● 59.20.D0 Black developer motor abnormal rotation.

● 59.21.D0 Cyan developer motor abnormal rotation.

● 59.22.D0 Magenta developer motor abnormal rotation.

● 59.23.D0 Yellow developer motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. If the same error occurs, turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. If the same error occurs, turn the printer off, and then on.

3. If the problem persists, dispatch an onsite technician.

538 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. Check the motor harness connection. If there is paper or a foreign substance, remove it and
reconnect the motor harness.

3. Turn off the printer, remove and reinstall the OPC and development unit, and then turn the printer
on.

4. If the same error occurs, run the OPC motor without the OPC and development unit and check the
following:

a. If the motor operates and the same error does not occur, then replace the OPC or
development unit.

b. If the motor operates and the same error occur, then replace the related circuit.

c. If the motor does not run, then replace the motor or the related circuit.

Part number: JC31-00123B

59.2X.E0 Developer motor error

The developer motor was not activated, but the printer indicates that it is operating.

The developer motor was not activated, but the printer indicates that it is operating. The printer indicates
that the developer motor is operating when the motor has stopped. The copy, print, and fax services are
unavailable.

● 59.20.E0 Black developer motor abnormal rotation.

● 59.21.E0 Cyan developer motor abnormal rotation.

● 59.22.E0 Magenta developer motor abnormal rotation.

● 59.23.E0 Yellow developer motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the customer is unable to clear the error, escalate the case for further support.

Recommended action for onsite technicians 539

 Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check if the developer motor is operating.

3. If the same error occurs, replace the related circuit.

4. If the error persists, replace the motor.

Part number: JC31-00123B

NOTE: The copy, print, and fax services are unavailable when the error occurs.

59.00.F0
ITB engage motor error.

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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

ITB part number: 5PN64-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

540 Chapter 7 Numerical control panel messages

2. Check the ITB engage motor.

a. Diagnose the ITB engage motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Transfer > ITB Engage Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J70).

c. Retest the motor. If the test fails, replace the motor.

ITB engage motor part number: JC93-00452A

For instructions, see the Repair Service Manual for this printer.

Recommended action for onsite technicians 541

 3. Check the ITB engage sensor.

a. Diagnose the ITB engage sensor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Transfer > ITB Engage Sensor

NOTE: The service PIN for this printer is: 03078622.

b. Replace the sensor as needed.

ITB unit part number: 5QJ90-60146 (Upper Part)

For instructions, see the Repair Service Manual for this printer.

59.05.50, 59.05.60
The black drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

542 Chapter 7 Numerical control panel messages

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Black Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

Recommended action for onsite technicians 543

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Black: J70).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

4. If the error persists, replace the drum unit.

Black drum part number: W9074-67001

For instructions, see the Repair Service Manual for this printer.

59.06.50, 59.06.60
The cyan drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

544 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

Recommended actions for call-center agents 545

 b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Cyan Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Cyan: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

546 Chapter 7 Numerical control panel messages

 4. If the error persists, replace the drum unit.

Cyan drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.07.50, 59.07.60
The magenta drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

59.07.50, 59.07.60 547

 2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Magenta Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

548 Chapter 7 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Magenta: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

4. If the error persists, replace the drum unit.

Magenta drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.08.50, 59.08.60
The yellow drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

59.08.50, 59.08.60 549

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

550 Chapter 7 Numerical control panel messages

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Yellow Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Yellow: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

Recommended action for onsite technicians 551

 4. If the error persists, replace the drum unit.

Yellow drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.09.00 CPR shutter motor error

The motor that moves the CPR shutter operates, but the position of the CPR shutter does not change.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

552 Chapter 7 Numerical control panel messages

2. Check the CPR shutter motor.

a. Diagnose the CPR shutter motor from the following menu.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support >
CPR shutter Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J5).

c. Retest the motor. If the test fails, replace the motor.

CPR shutter motor part number: JC31-00078A

CPR unit part number: 5QJ83-60108 (Upper Part)
For instructions, see the Repair Service Manual for this printer.

Recommended action for onsite technicians 553

 3. Check the CPR sensor.

a. Clean the CPR sensor.

i. Disassemble the ITB unit and the ITB cleaning unit.

ii. Clean the CPR sensor using a lint-free cloth.

iii. Execute the function of CTD (CPR) sensor cleaning.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration
Support > CTD sensor Cleaning

iv. Turn the printer off, and then on. Retest for checking the status.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J19).

c. Replace the sensor as needed.

CPR unit part number: 5QJ83-60108

For instructions, see the Repair Service Manual for this printer.

59.10.B0, 59.10.C0
The black toner dispense motor operates, but the toner is not supplied.

554 Chapter 7 Numerical control panel messages

 The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9140-67005 SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

Recommended action for customers 555

 iv. Eject the cartridge.

v. Pull out the cartridge.

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Black Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

556 Chapter 7 Numerical control panel messages

 iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

3. Check the toner cartridge.

a. Check the toner cartridge initial seal. If it is attached, remove it.

b. Check the load of the cartridge. Rotate the gear of the cartridge.

Recommended action for onsite technicians 557

 c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number: W9160-67006 SVC-HP LJ Blk Mngd Toner Crtg Std Yield

59.11.B0, 59.11.C0
The cyan toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9141-67006 SVC-HP LJ Cyn Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

558 Chapter 7 Numerical control panel messages

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for onsite technicians 559

 b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Cyan Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

560 Chapter 7 Numerical control panel messages

 3. Check the toner cartridge.

a. Check the toner cartridge initial seal. If it is attached, remove it.

b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number: W9141-67006 SVC-HP LJ Cyn Mngd Toner Crtg Std Yield

59.12.B0, 59.12.C0
The magenta toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

59.12.B0, 59.12.C0 561

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9143-67005 SVC-HP LJ Mgn Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

562 Chapter 7 Numerical control panel messages

 v. Pull out the cartridge.

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Magenta Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

Recommended action for onsite technicians 563

 iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

3. Check the toner cartridge.

a. Check the load of the cartridge. Rotate the gear of the cartridge.

b. Check the emptiness of the cartridge by shaking it.

c. If there are any problems in the cartridge, replace it.

Part number: W9143-67005 SVC-HP LJ Mgn Mngd Toner Crtg Std Yield

564 Chapter 7 Numerical control panel messages

59.13.B0, 59.13.C0
The yellow toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9142-67005 SVC-HP LJ Ylw Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

59.13.B0, 59.13.C0 565

 iv. Eject the cartridge.

v. Pull out the cartridge.

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Magenta Toner
Dispense Motor.

566 Chapter 7 Numerical control panel messages

 Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

3. Check the toner cartridge.

a. Check the load of the cartridge. Rotate the gear of the cartridge.

Recommended action for onsite technicians 567

 b. Check the emptiness of the cartridge by shaking it.

c. If there are any problems in the cartridge, replace it.

Part number: W9142-67005 SVC-HP LJ Ylw Mngd Toner Crtg Std Yield

59.20.D0, 59.20.E0
The black developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number: 5PN57-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

568 Chapter 7 Numerical control panel messages

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Black
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

Recommended action for onsite technicians 569

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J74).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

570 Chapter 7 Numerical control panel messages

 b. Replace the developer unit.

Part number: 5PN57-67001

For instructions, see the Service Manual for this product.

59.21.D0, 59.21.E0
The cyan developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number: 5PN60-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

59.21.D0, 59.21.E0 571

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Cyan
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

572 Chapter 7 Numerical control panel messages

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

Recommended action for onsite technicians 573

 b. Replace the developer unit.

Part number: 5PN60-67001

For instructions, see the Service Manual for this product.

59.22.D0, 59.22.E0
The magenta developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number: 5PN59-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

574 Chapter 7 Numerical control panel messages

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Developer > Magenta
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

Recommended action for onsite technicians 575

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

576 Chapter 7 Numerical control panel messages

 b. Replace the developer unit.

Part number: 5PN59-67001

For instructions, see the Service Manual for this product.

59.23.D0, 59.23.E0
The yellow developer motor was activated, but it stops after a certain amount of time.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number: 5PN58-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

59.23.D0, 59.23.E0 577

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Yellow
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

578 Chapter 7 Numerical control panel messages

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

Recommended action for onsite technicians 579

 b. Replace the developer unit.

Part number: 5PN58-67001

For instructions, see the Service Manual for this product.

60.WX.YZ error messages

60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

580 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for customers 581

 2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

582 Chapter 7 Numerical control panel messages

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: 5QJ90-60111

4. Check the Tray 2 pickup motor.

a. Diagnose the Tray 2 pickup motor.

Recommended action for onsite technicians 583

 i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 2 > Tray 2 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 2 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 2 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 2 stack height sensor.

a. Diagnose the stack height sensor.

i. Run the diagnostic test for the sensor:

584 Chapter 7 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 2 > Tray 2 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)
For Tray 2 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

60.00.03 or 60.01.03 585

 Recommended action for customers

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

586 Chapter 7 Numerical control panel messages

 2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

Recommended action for onsite technicians 587

 3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: 5QJ90-60119

4. Check the Tray 3 pickup motor.

a. Diagnose the Tray 3 pickup motor.

588 Chapter 7 Numerical control panel messages

 i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 3 > Tray 3 Pickup Motor.

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 3 pickup motor: JC93-01083A

For instructions on removing and replacing Tray 3 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 3 stack height sensor.

a. Diagnose the Tray 3 stack height sensor.

i. Run the diagnostic test for the sensor:

Recommended action for onsite technicians 589

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 3 > Tray 3 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Tray 3 stack height sensor: 0604-001393

Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)
For Tray 3 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (DCF)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

590 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

Recommended action for customers 591

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 4 part number: 5QJ98-61009

4. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor.

592 Chapter 7 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 4 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 4 stack height sensor.

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502).

Recommended action for onsite technicians 593

 b. Replace the sensor as needed.

Tray 4 stack height sensor: 0604-001393

Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 4 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (HCI)

Indicates tray 4 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

594 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents 595

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

HCI Tray 4 part number: 5QJ98-61012

For instructions on removing and replacing Tray 4 HCI, see the Repair Service Manual for this
product.

4. Check the Tray 4 lift motor (HCI).

a. Diagnose the Tray 4 lift motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor - Lift.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

596 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 lift motor: JC31-00109A

5. Check the Tray 4 knockup home sensor.

a. Diagnose the Tray 4 knockup home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Knockup Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN3).

Recommended action for onsite technicians 597

 b. Replace the sensor as needed.

HCI Gate solenoid home sensor: 0604-001393

6. Lift the Tray 4 shift plate home sensor.

a. Diagnose the Tray 4 shift plate home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Shift Plate Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN2).

598 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

HCI Gate solenoid home sensor: 0604-001393

7. Check the Tray 4 stack height sensor (HCI).

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN502).

Recommended action for onsite technicians 599

 b. Replace the sensor as needed.

Tray 4 stack height sensor part number: 0604-001393

For Tray 4 stack height sensor instructions, see the Repair Service Manual for this product.

60.00.05 or 60.01.05 (DCF)

Indicates tray 5 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

1. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

600 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents 601

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 5 part number: 5QJ98-61007

4. Check the Tray 5 pickup motor.

a. Diagnose the Tray 5 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 > Tray 5 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN801).

602 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 5 pickup motor part number: 5QJ90-64002

For instructions on removing and replacing Tray 5 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 5 stack height sensor.

a. Diagnose the Tray 5 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Tray 5 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN501).

Recommended action for onsite technicians 603

 b. Replace the sensor as needed.

Tray 5 stack height sensor: 0604-001393

Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 5 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05

The Tray 4 shift sensor or shift motor is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

604 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for call-center agents 605

 3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.

4. Check the Tray 4 paper shift motor.

a. Diagnose the Tray 4 shift motor (M201).

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

606 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 shift motor part number: JC31-00125A

For Tray 4 shift motor instructions, see the Repair Service Manual for this product.

60.03.04
The Tray 4 gate sensor or gate solenoid is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

60.03.04 607
 Recommended action for call-center agents

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Tray 4 gate solenoid home sensor.

a. Diagnose the Tray 4 gate solenoid home sensor.

i. Run the diagnostics for the solenoid:

608 Chapter 7 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Gate Solenoid Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN4).

b. Replace the sensor as needed.

Tray 4 gate solenoid home sensor: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the Tray 4 shift gate solenoid.

Recommended action for onsite technicians 609

 a. Diagnose the Tray 4 shift gate solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Gate Solenoid.

And check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN6).

610 Chapter 7 Numerical control panel messages

 b. Retest the solenoid. If the test fails, replace the solenoid.

Tray 4 shift gate solenoid: JC33-00031B

For instructions on removing and replacing Tray 4 shift gate solenoid, see the Repair Service
Manual for this product.

61.WX.YZ error messages

61.00.00
Connection between the HP formatter and the engine control board was lost.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board.

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.

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

61.00.00 611
 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board.

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.

61.00.06
Connection Between Formatter and Engine lost because of the response time out

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

612 Chapter 7 Numerical control panel messages

 5. Reseat the HDMI cable connecting the formatter and Main Board.

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.

62.WX.YZ error messages

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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.

62.* errors 613

 63.WX.YZ error messages
63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

Recommended actions for customers

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

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 Imaging drum unit error

The printer cannot read the resistance value of the charger in the imaging drum unit.

An error occurred when installing or connecting the imaging drum unit due to contaminating or damage
of the high voltage contact point.

63.00.02 Yellow imaging drum unit

63.00.03 Magenta imaging drum unit

63.00.04 Cyan imaging drum unit

63.00.05 Black imaging drum unit

Possible causes:

● The imaging drum unit is not installed.

● The CRUM data is not detected.

614 Chapter 7 Numerical control panel messages

 ● The machine can’t read the charger resistance of the imaging drum unit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Check the imaging drum unit for the failing color.

a. Open the front and right cover.

b. Remove the toner collection unit.

c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace
the imaging drum unit as needed.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

d. Check the metal imaging drum unit contact and printer contact for dirt, dust or debris. Clean
contacts as needed.

Recommended action for customers 615

 e. Reinstall the imaging drum unit.

f. Reinstall the toner collection unit and close the front and right cover.

3. Turn the printer on and test the printer.

4. If the error persists, replace the failing imaging drum unit.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the imaging drum unit for the failing color.

a. Open the front and right cover.

b. Remove the toner collection unit.

c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace
the imaging drum unit as needed.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

616 Chapter 7 Numerical control panel messages

 ● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

d. Check the metal imaging 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 cover.

3. Turn the printer on and test the printer.

4. If the error persists, replace the failing imaging drum unit.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

5. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00237D

For instructions on removing and replacing high-voltage power supply, see the Repair Service
Manual for this product.

6. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error

The developer unit has a problem with toner supply or sensor calibration.

63.00.06 Yellow developer unit

63.00.07 Magenta developer unit

63.00.08 Cyan developer unit

63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error 617

 63.00.09 Black developer unit

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the printer for the following.

● If the 63.00.06, 63.00.07, 63.00.08 or 63.00.09 error was preceded by a 63.00.3B,

63.00.3D, 63.00.3F, or 63.00.41, then follow these instructions.

a. Open the Service menu.

– Support Tools

– Service

NOTE: The service PIN for this printer is: 03078622 .

– Advanced Service

– Advanced Diagnostics

– Sensors or Component Tests, depending on tested part.

b. Use the Find field to search for the Drum Motor service code for the affected color.

– Cyan: 100-0043

– Yellow: 100-0041

– Magenta: 100-0042

– Black: 100-0044

618 Chapter 7 Numerical control panel messages

 c. From the found Drum Motor service code screen, press Start, run for 20 seconds, and
then press Stop.

d. Repeat the Drum motor test approximately 3 to 4 times, then turn the printer off, and then
on.

e. If the printer does not come ready, continue troubleshooting with the following steps.

● If the error was not proceeded by 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41, then
continue with the following troubleshooting steps.

3. Turn the printer off, and then on.

4. Open the front cover.

5. Remove the toner collection unit.

6. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is clog
or blocked, open it.

IMPORTANT: Make sure that the toner supply shutter is back in the up position before continuing.

7. Install the toner collection unit. Close the front cover.

8. Turn the printer off, and then on. Verify if the error persists.

9. If the error persists, remove and reinstall the developer unit.

Recommended action for onsite technicians 619

 10. If the error persists, replace the developer unit for the error reported.

Developer unit part number

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

● 5PN57-67001 - Black Developer Unit

11. 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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run the following test:

Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111-0020, Toner Dispense Motor Cyan

● 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, measure the voltage on the failing color motor connector.

620 Chapter 7 Numerical control panel messages

 e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions on removing and replacing toner motor, see the Repair Service Manual for
this product.

f. If the 24V is not being supplied, check the 24V on Connector 17 to chassis ground on the main
board PCA from the LVPS type 5.

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

12. If the error persists, replace the main board PCA.

Part number: 3SJ00-60003

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

13. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians 621

 63.00.49 General engine failure
Light power degradation or no power due to burnt of LSU Laser Diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the LSU that corresponds to the error
reported.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the FCC connection by disconnecting and reconnecting FFC on laser scanner unit (LSU) and
the main board PCA.

3. If FFC is defective, replace FFC.

4. If FFC is ok and the error persists, then replace the LSU.

63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-
voltage power supplied to the transfer roller.

There is an error in the resistance value of the transfer roller.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Open the side cover.

622 Chapter 7 Numerical control panel messages

 2. Remove and reinstall the transfer roller.

3. If the error persists, replace the transfer roller.

Trays 2-x rollers part number: 5PN66-67001

For instructions on removing and replacing transfer roller, see the Repair Service Manual for this
product.

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00237D

For instructions on removing and replacing high voltage power supply, see the Repair Service
Manual for this product.

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.

The temperature of the CPU is more than the permitted value.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Wait for the printer to cool down, then turn it on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the main board PCA.

Part number: 3SJ00-60003

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

63.00.0B 623
 Figure 7-21 Connector 28 on the main board PCA

4. Assemble the rear cover and turn the printer on.

63.00.17, 63.00.18, 63.00.19, or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).

The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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.

3. Replace the main board PCA.

Part number: 3SJ00-60003

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

624 Chapter 7 Numerical control panel messages

 Figure 7-22 Connector 28 on the main board PCA

4. Assemble the rear cover and turn the printer on.

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK).

The TPM is not installed or an incorrect TPM is installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

63.00.1B 625
 b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

Figure 7-23 Connector 28 on the main board PCA

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK
board.

63.00.20
An error occurred in the 24V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the 24V power line to chassis ground on the main board PCA from the LVPS type 5.

626 Chapter 7 Numerical control panel messages

 Figure 7-24 Connector 17 on the main board PCA

3. If the 24V power line is abnormal, disconnect the cable and test the voltage on the cable connector
from the LVPS. (24V ± 5%).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

63.00.22
An error occurred in the 5V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

63.00.22 627
 2. Check the 5V power line to chassis ground on the main board PCA from the LVPS type 5.

Figure 7-25 Connector 17 on the main board PCA

3. If the 5V power line is abnormal, disconnect the cable and test the voltage on the cable connector
from the LVPS. (5V ± 5% ).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number (110V): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

63.00.23
The heater control relay operates incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

628 Chapter 7 Numerical control panel messages

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.

● 100V fuser part number: 5PN50A

● 110V fuser part number: 5PN61A

● 220V fuser part number: 5PN62A

For instructions, see the Repair Service Manual for this printer.

63.00.29, 63.00.2A, 63.00.2B, 63.00.2C

The H Sync signal of the laser/scanner is abnormal.

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 action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the laser scanner unit (LSU).

Recommended actions for call-center agents and onsite technicians 629

 ■ Disconnect and reconnect both ends of the wire harness from the unit to the PCA (J5, J81).

3. If the error persists, replace the laser scanner unit (LSU).

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual for
this product.

63.00.2D
The operation of the LSU shutter is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

630 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the laser scanner unit (LSU) shutter motor.

a. Diagnose the LSU shutter motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Shutter Motor.

An check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J5).

Recommended actions for call-center agents 631

 b. Retest the motor. If the test fails, replace the LSU.

LSU part number: JC97-05148A

For instructions, see the Repair Service Manual for this product.

3. Check the LSU shutter sensor.

a. Diagnose the LSU shutter sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
LSU > LSU Shutter Open Sensor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
LSU > LSU Shutter Close Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J81).

632 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

LSU part number: JC97-05148A (Upper part)

For instructions, see the Repair Service Manual for this product.

63.00.2E, 63.00.2F, 63.00.30, or 63.00.31

The laser scanner unit (LSU) motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message

63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 633

 2. Check the LSU motor.

a. Diagnose the LSU motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Motor.

An check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J81).

b. Retest the motor. If the test fails, replace the LSU.

LSU part number: JC97-05148A

For instructions, see the Repair Service Manual for this product.

634 Chapter 7 Numerical control panel messages

63.00.33 or 63.00.34
The laser scanner unit (LSU) motor error.

63.00.33 The H-Sync signal of the laser/scanner unit is abnormal.

63.00.34 The H-Sync signal of the laser/scanner unit is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents 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 (LSU) motor operation sound
during warming up.

● If the LSU motor does not make a sound, skip to the next step.

● If the LSU motor makes sound, complete these troubleshooting steps:

a. Open the following menus:.

– Support Tools

– Service

NOTE: The service PIN for this printer is: 03078622 .

– Advanced Service

– Advanced Diagnostics

– Sensors or Component Tests, depending on tested part.

b. Run test 110–0000, LSU Motor1 Run Ready.

c. Touch Start, and then touch Get Status. Wait for five seconds and touch Get Status again.
Check if the status has changed as follows: Execute to Low to High.

d. If the status does not change, the motor ready signal is abnormal. Replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service
Manual for this product.

2. If the LSU motor does not make sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

63.00.33 or 63.00.34 635

 b. Remove the back and the left side covers.

c. Disconnect and reconnect the flat flexible cable (FFC) on the LSU and the Connector 13 on the
main board PCA.

CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace the LSU.

Part number: JC97-05148A (Upper unit only)

e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

f. If the LSU FFC is ok, replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.

3. If the error persists, replace the main board PCA.

Part number: 3SJ00-60002

For instructions on removing and replacing main board PCA, see the Repair Service Manual for this
product.

63.00.35
The laser/scanner unit is not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

636 Chapter 7 Numerical control panel messages

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 (LSU) motor operates.

a. Open the following menus:.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 110–0000, LSU Motor1 Run Ready

3. If the LSU motor does not make sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the flat flexible cable (FFC) on the LSU and the Connector 13 on the
main board PCA.

CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace the LSU.

Part number: JC97-05148A (Upper unit only)

e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

Recommended actions for call-center agents and onsite technicians 637

 f. If the LSU FFC is ok, replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.

4. If the error persists, reinstall the original LSU, and then replace the main board PCA.

Part number: 8GR94-60003

For instructions on removing and replacing main board PCA, see the Repair Service Manual for this
product.

63.00.36, 63.00.37, or 63.00.38

The laser scanner unit (LSU) temperature sensor error.

63.00.36: The LSU temperature sensor detects a value beyond its permitted range.

63.00.37: The LSU temperature sensor has a short circuit.

63.00.38: The LSU temperature sensor has an open circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the laser scanner unit (LSU).

638 Chapter 7 Numerical control panel messages

 ■ Disconnect and reconnect both ends of the wire harness from the unit to the PCA (J5, J81).

3. If the error persists, replace the laser scanner unit (LSU).

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual for
this product.

63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41

The developer unit has a problem with toner supply or sensor calibration.

63.00.3B Yellow developer T/C sensor failure

63.00.3D Magenta developer T/C sensor failure

63.00.3F Cyan developer T/C sensor failure

63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 639

 63.00.41 Black developer T/C sensor failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the event log report.

a. Print the event log report from the following menu.

Path: Maintenance > Troubleshooting > Event log

b. Check if there is 10.xx.xx or 59.xx.xx code.

c. If there is, follow the guide of 10.xx.xx or 59.xx.xx.

640 Chapter 7 Numerical control panel messages

3. Check if the developer unit connector (4 pin) is connected correctly. Check if the pin is deformed. If
the connector is damaged, replace the developer unit.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001

a. Check the toner concentration sensor in the developer unit.

b. Reinstall the developer unit.

c. Replace the developer unit as needed.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001
For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

Recommended action for onsite technicians 641

 4. Check the HVPS.

a. Rub the test page by hand. If there are any palpable unfixed particles, check the HVPS.

b. Check if HVPS contact points (OUT101 ~ OUT1051) are connected normally. If the error persists,
reinstall HVPS.

c. Print a page. If its print quality is not good, replace HVPS.

HVPS part number: JC44-00237D

For instructions on removing and replacing HVPS, see the Repair Service Manual for this
product.

63.00.3C, 63.00.3E, 63.00.40, or 63.00.42 Toner replenishment failure

Toner replenishment failure—toner is compacted in the cartridge.

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 Yellow toner replenishment failure

63.00.3E Magenta toner replenishment failure

63.00.40 Cyan toner replenishment failure

642 Chapter 7 Numerical control panel messages

 63.00.42 Black toner replenishment failure

Figure 7-26 Toner replenishment failure and relevant factors

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Remove the toner cartridge.

d. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

e. 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 customers 643

 3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

Recommended actions 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. Turn the printer off, and then on to clear the error.

2. Remove toner cartridges one at a time.

a. Open the front cover to access the toner cartridges.

b. Pull the handle to remove it from the printer.

3. Holding the cartridge vertically, with the toner color label pointing up, shake the cartridge
vigorously at least 5 times, to distribute the toner inside the cartridge.

NOTE: Be careful of toner spillage.

NOTE: To view the public video of the shaking procedure on YouTube, go to: Installing a Toner
Cartridge in an HP LaserJet Managed E878xx Color MFP. This video includes full instructions for
installing a new cartridge. Specific instructions for shaking the cartridge are found at 44 seconds
into the video.

4. Reinstall the cartridge in the printer.

5. Repeat this process for all 4 toner cartridges, to make sure toner is distributed properly for all 4
colors.

6. Print 20 copies of the color band page to see if the error returns.

a. From the Home screen on the printer control panel, select the Support Tools icon.

b. Select Troubleshooting, and then select Print Quality Pages.

644 Chapter 7 Numerical control panel messages

 c. Select Color Band Test, then print the test pages.

7. If the error persists, please follow the next step.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on to clear the error.

2. Remove toner cartridges one at a time.

a. Open the front cover to access the toner cartridges.

b. Pull the handle to remove it from the printer.

3. Holding the cartridge vertically, with the toner color label pointing up, shake the cartridge
vigorously at least 5 times, to distribute the toner inside the cartridge.

NOTE: Be careful of toner spillage.

NOTE: To view the public video of the shaking procedure on YouTube, go to: Installing a Toner
Cartridge in an HP LaserJet Managed E878xx Color MFP. This video includes full instructions for
installing a new cartridge. Specific instructions for shaking the cartridge are found at 44 seconds
into the video.

Recommended action for onsite technicians 645

 4. Reinstall the cartridge in the printer.

5. Repeat this process for all 4 toner cartridges, to ensure toner is distributed properly for all 4 colors.

6. Print 20 copies of the color band page to see if the error returns.

a. From the Home screen on the printer control panel, select the Support Tools icon.

b. Select Troubleshooting, and then select Print Quality Pages.

c. Select Color Band Test, then print the test pages.

7. If the error persists, turn the printer off and back on to clear the error, and attempt to clear blocked
toner from the reservoir tube, located behind the toner collection unit (TCU).

a. Open the front cover.

b. Remove the TCU.

c. Locate the 4 black tubes which toner flows through from the toner cartridge to the developer.
Using your thumb and index finger apply light pressure, moving your fingers from the top to the
bottom of the tube.

NOTE: The tube has a spring inside of it, so only light pressure is necessary.

NOTE: Do NOT vacuum toner from the toner reservoir using a household vacuum cleaner.

d. Release stuck toner at the reservoir supply tube by gently rubbing the length of the reservoir
with your thumb and index finger.

8. Install the TCU and close the front door. Print 20 copies of the color band page again to see if the
error returns. If the problem persists, replace the toner reservoir units for all reservoirs, regardless
of the color reporting the error.

Toner duct unit (frame sub-duct toner) part number: 5QJ94-40001

For instructions on removing and replacing toner reservoir duct, see the Repair Service Manual for
this product.

9. If the problem persists after replacing the reservoirs, determine if the motor is rotating, using the
component tests.

10. Check the reported toner dispense motor operation.

a. Open the front cover.

646 Chapter 7 Numerical control panel messages

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Toner

NOTE: Remove the toner cartridge before starting the test.

c. Run the test: "XX Toner Unlock Motor".

Start to release the cartridge and then press Stop.

d. Run the test: "XX Toner Dispense Motor".

The reservoir unit is deep inside the machine, so you can hear only the motor rotating sound.

e. If the motor does not function or is broken, replace the motor.

Toner dispense motor part number: JC93-01066B

11. If the error persists, replace the following unit.

a. If needed, replace the developer unit for the error reported.

Developer unit part number

● Yellow developer unit: 5PN58-67001

● Magenta developer unit: 5PN59-67001

● Cyan developer unit: 5PN60-67001

● Black developer unit: 5PN57-67001

For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

b. If needed, replace main board PCA.

IMPORTANT: The main board PCA should be the last part replaced if needed.

Main board PCA part number:

E876x0z, dn: 3SJ00-60002
For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

Recommended action for onsite technicians 647

 12. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

63.00.44, 63.00.45, 63.00.46 or 63.00.47

The eraser lamp does not turn on.

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 action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

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: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

648 Chapter 7 Numerical control panel messages

 c. Run test one of the following tests for the failing color.

● 107-0162 Yellow Eraser On

● 107-0163 Magenta Eraser On

● 107-0164 Cyan Eraser On

● 107-0165 Black Eraser On

d. Make sure that the erase LED comes on.

3. If the LED is off, check the following.

a. Disconnect and reconnect the wiring harness between the erase LED and Connector 31 on
the main board PCA. If the wire harness is damaged, replace the cable harness.

Part number: JC39-02079A

b. If the wire harness is OK, check the voltage and signal to the erase LED.

i. Measure the voltage to chassis ground on Connector 31.

ii. The voltage measurements should read as follows.

c. If the voltage measured is normal, replace the failing color eraser PCA.

Part number: JC92-02244A

Recommended actions for call-center agents and onsite technicians 649

 d. If the voltage measured is abnormal, replace the main board PCA.

Part number: 3SJ00-60003

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

4. If the error persists, replace the eraser PCA and joint PCA.

Eraser PCA part number: JC92-02244A

Joint PCA part number: JC92-02163A

63.00.49 LSU Laser Diode error

Light power degradation or no power due to burnt laser scanner unit (LSU) laser diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner unit (LSU) and the main
board PCA to check if the FFC connection works.

3. If the FFC is defective, replace it.

4. If the FFC is ok and the error persists, replace the LSU.

63.00.5Z Prefeed sensor error

After picking up the media from tray, the media didn't reach the prefeed sensor after a certain period
of time, and the media was detected in the registration sensor. Prefeed sensor failure or poor harness
contact of the prefeed sensor.

63.00.50 Tray 2

63.00.51 Tray 3

63.00.52 Tray 4

63.00.53 Tray 5

63.00.54 Tray 6

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

650 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Replace the prefeed sensor indicated by the error.

63.4D.01
Engine firmware crash in the portability layer.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Please upgrade the firmware to 4.6.1 or newer.

3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.4D.02
Engine firmware crash in an uncontrolled area.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents 651

 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

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 look good visually and passed a continuity test, then replace the
scan joint board.

Part number: 3SJ00-60109

For instructions, see the Service Manual for this printer.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number: 5QJ83-67007 (ADF Whole Unit Kit, Prowler A3+)

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

652 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for 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.

Search for the following document on WISE and refer to it for procedure and information:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001 Accelerator (optional)

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.02
Imaging ASIC card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

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 onsite technicians 653

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE and refer to it for procedure and information:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001 Accelerator (optional)

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

654 Chapter 7 Numerical control panel messages

Recommended action for 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.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

Recommended action for onsite technicians 655

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

656 Chapter 7 Numerical control panel messages

 2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

64.01.08 657
 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on WISE: "HP LaserJet Managed
MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card No Longer
Requires External +5v Connection."

4. Remove and reseat the accelerator board.

64.03.04
ASIC socket error

This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd
core.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

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.

658 Chapter 7 Numerical control panel messages

64.04.01 Workflow Accelerator Card not detected

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

3. Power cycle product. All features of product will still be functional, but performance of Compact
PDF jobs might be slower.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the error persists, elevate the case using the Standard Support Process.

64.04.02 Workflow Accelerator Card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.04 Workflow Accelerator Card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

64.04.01 Workflow Accelerator Card not detected 659

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.05 Workflow Accelerator Card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.06 Workflow Accelerator Card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

660 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.08 Workflow Accelerator Card Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the cooling fan or the accelerator card.

64.04.09 Workflow Accelerator Card Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the cooling fan or the accelerator card.

Recommended action for onsite technicians 661

 64.04.11 Workflow Accelerator Card assertion internal clock failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.12 Workflow Accelerator Card OCR failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

662 Chapter 7 Numerical control panel messages

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact HP support at www.hp.com/go/contactHP.

65.00.A1 (Inner)
The printer lost communication with the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action 663

 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.

664 Chapter 7 Numerical control panel messages

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agents 665

 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.

666 Chapter 7 Numerical control panel messages

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for onsite technicians 667

 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.

668 Chapter 7 Numerical control panel messages

 e. Check the finisher for any damaged or loose parts, and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the inner finisher interface cables and ensure they are seated correctly.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, replace the inner finisher PCA.

Inner finisher PCA part number: 6GW49-60001

For instructions, see the Repair Service Manual for this product.

65.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

65.00.A2 (2K) 669

 2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Check the inner finisher interface cables and make sure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

670 Chapter 7 Numerical control panel messages

 b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher PCA cables (CN1, CN15).

5. If the error persists, replace the finisher PCA or bridge unit.

PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.* errors
Errors in the 66.* family are related to output accessories.

66.* errors 671

 Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

66.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the finisher connector.

672 Chapter 7 Numerical control panel messages

66.40.36 (Inner)
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the punch motor.

a. Diagnose the punch motor.

i. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Punch > Punch motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

66.40.36 (Inner) 673

 ii. Check the motor sound.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Inner-rear joint).

b. Retest the motor. If the test fails, replace the motor.

NOTE: Make sure that different types of punch units are provided depending on the area of
use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

3. Check the punch motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Punch > Punch motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

674 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

NOTE: Be aware that different punch hole units are provided depending on their area of use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

66.40.46 (2K)
The finisher experienced an error in the punch scan unit.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

66.40.46 (2K) 675

 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.

676 Chapter 7 Numerical control panel messages

 e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Make sure the paper being used meets the size and type specifications for hole punching.

b. Make sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 677

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

678 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the finisher interface cables and make sure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

Recommended action for call-center agents 679

 3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Make sure the paper being used meets the size and type specifications for hole punching.

b. Make sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, turn the printer off, and then on.

6. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

680 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for onsite technicians 681

 e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

682 Chapter 7 Numerical control panel messages

 5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Make sure that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions on removing and replacing punch unit, see the Repair Service Manual for this
product.

66.40.50 (2K)
An error in the finisher system occurred. The punch unit is not responding.

66.40.50 (2K) 683

 Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher front cover and inner jams access cover.

b. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

684 Chapter 7 Numerical control panel messages

 a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Mae sure the paper being used meets the size and type specifications for hole punching.

b. Mae sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents 685

 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.

686 Chapter 7 Numerical control panel messages

 e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Mae sure the paper being used meets the size and type specifications for hole punching.

b. Mae sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for call-center agents 687

 Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

688 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

Recommended action for onsite technicians 689

 b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Make sure that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

690 Chapter 7 Numerical control panel messages

 For instructions on removing and replacing punch unit, see the Repair Service Manual for this
product.

7. Check the finisher main PCA cables (CN7).

8. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.40.84 (Inner)
Punch home sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

66.40.84 (Inner) 691

 ● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the punch home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner Finisher > Punch > Punch home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

b. Replace the sensor as needed.

NOTE: Make sure that different types of punch units are provided depending on the area of
use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

692 Chapter 7 Numerical control panel messages

 ● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

66.60.25 (Inner)
The inner finisher experienced a paper-holding-lever unit failure.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

66.60.25 (Inner) 693

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

694 Chapter 7 Numerical control panel messages

 3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agents 695

 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.

696 Chapter 7 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for onsite technicians 697

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

698 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

Recommended action for onsite technicians 699

 4. If the error persists, turn the printer off, and then on.

5. Remove all paper from the finisher output bin, and then ensure that the paper holder levers are not
obstructed.

6. Check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

And check the solenoid sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-paper holding solenoid).

700 Chapter 7 Numerical control panel messages

 b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

7. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

Recommended action for onsite technicians 701

 b. Replace the sensor as needed

Output tray paper holding sensor part number: 0604-001393

66.60.28 (Inner)
The rear tamper unit has experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

702 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Recommended action for customers 703

 2. Check the tamper and remove obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

704 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 705

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the tamper and remove obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
following part.

Rear tamper assembly part number: JC82-00900A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

706 Chapter 7 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for onsite technicians 707

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

708 Chapter 7 Numerical control panel messages

2. Check the tamper and remove obstructions found.

3. If the error persists, turn the printer off, and then on.

4. Close the covers and slide the inner finisher into place.

5. If the error persists, turn the printer off, and then on.

6. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Tamper > Rear tamper motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-rear).

Recommended action for onsite technicians 709

 b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

7. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Tamper > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear).

b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

710 Chapter 7 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

66.60.28 (2K)
The rear tamper unit has experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

66.60.28 (2K) 711

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

712 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents 713

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

714 Chapter 7 Numerical control panel messages

 3. If the customer says the error has not been resolved, send a technician with the following part.

Rear tamper assembly part number: JC82-00898A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

3. If the error persists, move the rear tamper from the home position to the end.

4. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Rear tamper motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

Recommended action for onsite technicians 715

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN5).

716 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.30 (Inner)
Output tray motor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following part before customer visit.

Output tray motor part number: JC31-00178B

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the output tray motor.

66.60.30 (Inner) 717

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-front).

b. Retest the motor. If the test fails, replace the motor.

Output tray motor part number: JC31-00178B

For instructions, see the Repair Service Manual for this product.

3. Check the output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

718 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

Output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (Inner)
Paper holding sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following part before customer visit.

Paper holding kit (paper holding solenoid and paper holding sensor) part number: JC90-01314A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

66.60.32 (Inner) 719

 2. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

b. Replace the sensor as needed.

Output tray paper holding sensor: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (2K/3K)
Main output tray failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

720 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the main output tray motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

Recommended action for call-center agents 721

 b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

For instructions, see the Repair Service Manual for this product.

3. Check the main output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN8).

722 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

Main output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

Recommended action for onsite technicians 723

 b. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.77 (2K)
Front paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the front paper holding sensor.

724 Chapter 7 Numerical control panel messages

 a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Finisher > Front paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Front paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.78 (2K)
Rear paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

66.60.78 (2K) 725

 Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the rear paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Rear paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.79 (2K,3K)
Main output tray top of stack sensor failure.

726 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

Recommended action for call-center agents

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. If the error persists, send a technician to check.

Recommended action for customers 727

 Recommended action for onsite technicians

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. Diagnose the sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Output Tray > Main output tray top of stack sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

4. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

728 Chapter 7 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

66.60.80 (2K)
Main output tray top of stack switch failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the main output tray top of stack switch.

a. Diagnose the switch.

i. Run the diagnostic test for the switch:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack switch

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

66.60.80 (2K) 729

 ii. Check the reading value changes of the switch for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN9).

b. Retest the switch. If the test fails, replace the switch.

Main output tray top of stack switch part number: JC39-02316A

For instructions, see the Repair Service Manual for this product.

66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner),

66.80.04 (Inner)
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

730 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 731

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

732 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agents 733

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, dispatch an onsite technician with the following part.

Main paddle motor part number: JC93-01001A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

734 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for onsite technicians 735

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Open and then close the finisher door to check if the finisher executes the initialization process.

4. Test the finisher by sending another job.

5. Check the main paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paddle > Main paddle motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the sound of the motor for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Front).

736 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Main paddle motor part number: JC90-01331A

For instructions, see the Repair Service Manual for this product.

6. Check the main paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paddle > Main paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Front).

b. Replace the sensor as needed.

Main paddle home sensor part number: 0604-001393

Recommended action for onsite technicians 737

 For instructions, see the Repair Service Manual for this product.

66.60.81, 66.60.82 (Inner)

Output tray top of stack sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the sound of the solenoid for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-Paper holding solenoid).

738 Chapter 7 Numerical control panel messages

 b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

3. Check the output tray lower limit sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

Recommended action for onsite technicians 739

 b. Replace the sensor as needed.

Output tray top of stack sensor: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.83 (Inner)
Ejector2 motor failure.

Recommended action for customers

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 7-4 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

740 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 7-5 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 7-6 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

Recommended action for call-center agents 741

 2. Turn the printer off, and then on.

3. Check the Ejector 2 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Ejector).

b. Retest the motor. If the test fails, replace the ejector.

Ejector part number: SS456-61001

For instructions, see the Service Manual for this printer.

4. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

742 Chapter 7 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector 2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Ejector).

b. Replace the sensor as needed.

Ejector 2 motor sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.60.84 (Inner)
End fence sensor did not detect paper.

Recommended action for customers

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

66.60.84 (Inner) 743

 Recommended action for call-center agents

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

744 Chapter 7 Numerical control panel messages

 3. If the error persists, check the end fence sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > End fence > End fence sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Inner-Rear).

b. Replace the sensor as needed.

End fence sensor part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

66.80.04 (2K)
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

66.80.04 (2K) 745

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

746 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 747

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

748 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician.

Recommended action for 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.

Recommended action for onsite technicians 749

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

750 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. If the error persists, check the paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Recommended action for onsite technicians 751

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paddle home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

752 Chapter 7 Numerical control panel messages

 ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN5).

b. Retest the sensor. If the test fails, replace the sensor.

Paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.05 (Inner), 66.80.78 (Inner)

The finisher experienced an ejector failure.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

66.80.05 (Inner), 66.80.78 (Inner) 753

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

754 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 755

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

756 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician with the following part.

Ejector assembly part number: SS456-61001

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for onsite technicians 757

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

758 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts, and remove any obstructions.

Recommended action for onsite technicians 759

 5. Locate the two metal ejectors (Callout 1), and check for either deformed ejectors (Callout 2) or
correctly formed ejectors (Callout 3).

Figure 7-27 Location of metal ejectors

Figure 7-28 Deformed metal ejector

760 Chapter 7 Numerical control panel messages

Figure 7-29 Metal ejectors in correct shape

a. If one or both of the metal ejectors are 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 order to gain access to the deformed metal ejector that is stuck on
the shaft.

Recommended action for onsite technicians 761

 c. Push down on the deformed metal ejector to reshape it to a square shape. The objective is to
have 90-degree corners as shown.

d. Put the inner finisher back together and test it by making 50 copies of two blank pages with
two staples on the center.

6. If the error persists, proceed to troubleshoot with the following steps.

7. Check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Inner-ejector)

762 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the ejector.

Ejector part number: SS456-61001

For instructions, see the Service Manual for this printer.

8. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector 1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-ejector).

b. Replace the sensor as needed.

Ejector 1 home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 763

 66.80.05 (2K), 66.80.78
Ejector 1 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

764 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector 1 motor: JC93-01168A
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

3. Check the Ejector 1 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

Recommended action for onsite technicians 765

 b. Replace the sensor as needed.

Part number:
Ejector 1 motor sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

4. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

766 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

Part number:
Ejector 1 home sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

5. Check the Ejector 1 end sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 end sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

Recommended action for onsite technicians 767

 b. Replace the sensor as needed.

Part number:
Ejector 1 end sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

66.80.06 (2K), 66.80.79

Ejector 2 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

768 Chapter 7 Numerical control panel messages

2. Check the Ejector 2 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector 2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

b. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector 2 motor: JC93-01168A
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 769

 3. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(External-CN11).

b. Replace the sensor as needed.

Part number:
Ejector 2 motor sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

770 Chapter 7 Numerical control panel messages

 4. Check the Ejector 2 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(External-CN11).

b. Replace the sensor as needed.

Part number:
Ejector 2 home sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

66.80.08 (Inner)
The inner finisher paper support unit experienced an error.

66.80.08 (Inner) 771

 Recommended action for customers

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

772 Chapter 7 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

Recommended action for customers 773

 4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agent

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

774 Chapter 7 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

Recommended action for call-center agent 775

 4. If the customer says the error has not been resolved, send a technician with the following part.

Rear paper support assembly part number: JC90-01311A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

776 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

Recommended action for onsite technicians 777

 f. Check the paper support.

g. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

5. Check the paper support motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paper support > Paper support motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-rear).

778 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Paper support motor part number: JC90-01312A

For instructions, see the Service Manual for this printer.

6. Check the paper support home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paper support > Paper support home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear).

Recommended action for onsite technicians 779

 b. Replace the sensor as needed.

Paper support home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.80.20 (2K)
Stapler/stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

1. Open the finisher door.

2. Use the green knob to move the stapler to the front of the finisher.

780 Chapter 7 Numerical control panel messages

3. Remove the staple cartridge.

4. Lift the cartridge tab, and remove any jammed staples.

Recommended action for customers 781

 5. If the staple cartridge is empty, replace the staple cartridge.

6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher door.

782 Chapter 7 Numerical control panel messages

2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge.

Recommended action for call-center agents 783

 4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

784 Chapter 7 Numerical control panel messages

 6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the customer says the error has not been resolved, send a technician with the following part.

Stapler unit part number: JC82-00894A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher door.

Recommended action for onsite technicians 785

 2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge.

786 Chapter 7 Numerical control panel messages

4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

Recommended action for onsite technicians 787

 6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, disconnect and reconnect both ends of the wire harness to the staple unit and
the finisher PCA.

10. Retest the finisher. If the error persists, replace the finisher sub-staple unit.

Staple unit part number: JC82-00894A

For instructions, see the Repair Service Manual for this product.

11. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Staple cartridge unit part number: JC81-09882A

NOTE: Cartridge handle color may vary (blue or green).

66.80.27 (Inner)
The front alignment tamper experienced an error in the inner finisher output device.

788 Chapter 7 Numerical control panel messages

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, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: 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.

Recommended action for customers 789

 2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, check the front tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-0530, Right Tamper Motor.

c. The right (front) alignment tamper should move back and forth.

d. If the motor does not function, disconnect and reconnect both ends of the wire harness to the
tamper motor.

790 Chapter 7 Numerical control panel messages

 e. Retest the motor. If the test fails, replace the tamper motor.

Front tamper motor part number: JC93-01001A

For instructions, see the Service Manual for this printer.

5. If the motor functions correctly, check the tamper home sensor (S5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-0390, Finisher Right Tamper Sensor.

c. Touch Start, and then touch Get Status.

d. During the sensor test, move the front tamper back and forth to change the sensor value.

Recommended action for call-center agents and onsite technicians 791

 e. If it does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor from the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001393

For instructions, see the Service Manual for this printer.

6. If the error persists, replace the front tamper assembly.

Part number: JC90-01464A

For instructions, see the Service Manual for this printer.

66.80.36 (Inner)
Stapler motor error.

Recommended action for customers

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

792 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for customers 793

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agent

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

794 Chapter 7 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

Recommended action for call-center agent 795

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician with the following part.

Stapler position motor part number: JC93-00999A

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Stapler > Stapler position motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Rear Joint).

796 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Stapler position motor: JC93-00999A

For instructions, see the Repair Service Manual for this product.

2. If the error persists, replace the stapler unit.

Stapler unit part number: 6GW49-60003

66.80.38 (2K)
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

66.80.38 (2K) 797

 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.

798 Chapter 7 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for 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 in the finisher main output tray, remove it.

a. Open the finisher top cover.

Recommended action for onsite technicians 799

 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.

800 Chapter 7 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the finisher door to check if the finisher executes the initialization process.

3. Check to see if there is any skew on the main output tray.

4. Check the main output tray lower limit sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray lower limit sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

Recommended action for onsite technicians 801

 iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN13).

b. Retest the sensor. If the test fails, replace the sensor.

Main output tray lower limit sensor: 0604-001415

For instructions, see the Repair Service Manual for this product.

5. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

802 Chapter 7 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Retest the sensor. If the test fails, replace the sensor.

Main output tray top of stack sensor: JC82-01039A

For instructions, see the Repair Service Manual for this product.

6. Check the main output tray motor.

Recommended action for onsite technicians 803

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82

The stapler operation experienced a failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

804 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the cable that is connected into the stapler unit.

3. If the error persists, check the stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Stapler position motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN10).

Recommended action for call-center agents 805

 b. Retest the motor. If the test fails, replace the motor.

Stapler position motor: JC31-00163A

or stapler unit:JC82-00894A
For instructions, see the Repair Service Manual for this product.

4. Check the stapler sensor indicated by the error message and run the diagnostic test on the sensor.
The steps below apply to any of the four sensors.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Stapler > Stapler front sensor (or Stapler mid-front sensor or
Stapler mid-rear sensor or Stapler rear sensor)

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

806 Chapter 7 Numerical control panel messages

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN12 for front sensor, External-CN10 for mid-front, mid-rear, and rear sensors).

b. Retest the sensor. If the test fails, replace the sensor.

Part number:
Stapler front sensor: 0604-001393
Stapler mid-front sensor: 0604-001393
Stapler mid-rear sensor: 0604-001393
Stapler rear sensor: 0604-001393
or
Stapler unit: JC82-00894A
For instructions, see the Repair Service Manual for this product.

66.80.77 (2K, 3K)

The paper failed to reach the ejector sensor.

66.80.77 (2K, 3K) 807

 Recommended action for customers

■ Open the top cover. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the top cover. Remove any jammed paper found.

2. If the error persists, send a technician to check.

808 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

1. Open the top cover. Remove any jammed paper found.

2. Check the ejector sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector > Ejector sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for onsite technicians 809

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

3. Replace the sensor as needed.

Ejector sensor: JC32-00020A

Or ejector unit: JC90-01802A
For instructions, see the Repair Service Manual for this product.

66.80.78 (2K)
The finisher experienced an ejector failure.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

810 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for customers 811

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

812 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for call-center agents 813

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

814 Chapter 7 Numerical control panel messages

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

Recommended action for onsite technicians 815

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Check the finisher for any damaged or loose parts, and remove any obstructions.

816 Chapter 7 Numerical control panel messages

4. Check the Ejector 1 motor (M6).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

Recommended action for onsite technicians 817

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
For instructions, see the Repair Service Manual for this printer.

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

5. If the error persists, check the Ejector 1 motor sensor (S27).

a. Run the 2BinFinisher Eject1 encoder sensor diagnostic test, using code 113-2032.

818 Chapter 7 Numerical control panel messages

 b. Rotate the encoder (Callout 1) to check the reading value change.

c. If the value does not change, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d. If the error persists, replace the sensor or the finisher sub-ejector.

Ejector 1 motor sensor part number: 0604-001415

Ejector unit part number: JC90-01824A
For instructions, see the Repair Service Manual for this printer.

6. If the error persists, check the Ejector 1 home sensor (S29) and the Ejector 1 end sensor (S28).

a. Run the 2BinFinisher Eject1 home sensor and 2BinFinisher Eject1 away sensor diagnostic
tests for the sensors, using codes 113-2031 and 113-2030.

Recommended action for onsite technicians 819

 b. Move the Ejector 1 (Callout 1) using gear (Callout 2) from the home sensor to the end sensor to
check the reading value change.

c. If there is no change, disconnect and reconnect both ends of the wire harness from the
sensor to the finisher PCA.

d. Retest the sensor, if the error persists, replace the ejector unit.

Ejector unit part number: JC90-01409A

For instructions, see the Repair Service Manual for this printer.

66.80.79 (2K)
The finisher experienced an Ejector 2 failure.

There can be many causes for this error. HP has identified two specific ones that can occur when users
interact with the inner finisher.

● End users, eager to get their print job, are putting their hand at the exit of the inner finisher and
are grabbing the already printed part of the page while the rest of the pages are still being ejected
to the output bin. This action can easily make one or both black plastic paddles on the sub-ejector
mechanism to become out of place.

● One of the two metal ejectors may be getting stuck on the shaft located just above them. This
happens when the ejectors attempt to get out of home position, but they somehow got deformed.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

820 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 821

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

822 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents 823

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

824 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for onsite technicians 825

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts, and remove any obstructions.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

For instructions, see the Repair Service Manual for this printer.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead.
Optional, further troubleshooting noted below in Step 6 to Step 8, can be performed to isolate the
issue to one of these sub-assemblies and the sub-assembly replaced instead of the Finisher Sub
Ejector Unit.

If the Finisher Sub Ejector Unit does not resolve the issue, skip to Step 10.

826 Chapter 7 Numerical control panel messages

6. Check functionality of the Ejector 2 motor (M5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113–2540, 2BinFinisher Eject2 Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

Recommended action for onsite technicians 827

 d. Perform the motor test again. If the motor test fails, replace the motor M5.

Part number: JC93-01168A

For instructions, see the Repair Service Manual for this printer.

7. If the motor test functions correctly and the error persists, check the Ejector 2 motor sensor (S23).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-2041, run the diagnostic test for the sensor.

828 Chapter 7 Numerical control panel messages

 c. Rotate the encoder (Callout 1) to check the reading value change.

d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.

e. Replace the sensor as needed.

Sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this printer.

8. If the error persists, check the Ejector 2 home sensor (S32).

Recommended action for onsite technicians 829

 a. Run test 113-2040, 2BinFinisher Eject2 home sensor.

830 Chapter 7 Numerical control panel messages

b. Move the Ejector 2 (Callout 2) using gear (Callout 1) from the home position to the other
position to check the change in the value read. Or push the Ejector 2 home sensor actuator
(Callout 3) to check the value.

c. Check the Ejector 2 home sensor actuator (Callout3) if the following spring is dislodged.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

e. If error persists, replace the sensor as needed.

Sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this printer.

f. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

Recommended action for onsite technicians 831

 g. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this printer.

9. If the error persists, turn the printer off. Disconnect and reconnect the wire harness CN11 on the
finisher main PCA. Then turn the printer on.

10. If the error persists, elevate the case using the standard support process.

66.80.84, 66.80.85, 66.80.86 (Inner)

The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

832 Chapter 7 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 833

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

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.

834 Chapter 7 Numerical control panel messages

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for call-center agents 835

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for 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.

836 Chapter 7 Numerical control panel messages

 a. Check if shipping screw is present.

b. If the customer reports that the 66.80.46 error appears 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 see if the staples cartridge is stuck inside
the path of the stapler.

c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher front cover, free the stapler
by pushing in the staple cartridge, and then reinstall the front cover.

The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.84, 66.80.85, or 66.80.86 error does not appear on the control panel and if
there is no buzzing noise, the inner finisher can be considered fixed.

2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting
with the following steps.

Recommended action for onsite technicians 837

 3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the
staples are correctly formed. Clear any damaged staples and remove the current sheet of staples
from the cartridge if needed.

4. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

838 Chapter 7 Numerical control panel messages

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Recommended action for onsite technicians 839

 5. If the error persists, check the finisher stapler position sensor 1, 2, 3, 4 (S2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run tests 113-0491 and 113-0492 to diagnose stapler position sensors.

840 Chapter 7 Numerical control panel messages

 c. During the sensor test, move the stapler back and forward to change the sensor value.

d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire
harness from the stapler position sensor to the finisher rear joint PCA.

e. Retest the sensors. If the sensors still do not function, replace the sensor unit as needed.

Part number: 0604-001393

For instructions, see the Repair Service Manual for this printer.

6. If the error persists, check the stapler position motor (M1).

a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests or Sensors, depending on
tested part.

b. The stapler motor (M1) should move forward and backward.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Part number: JC93-00999A

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the entire inner finisher.

Inner finisher kit part number: Y1G00-67901

66.80.0A (2K)
Stack stabilizer error. The paper holding unit experienced an error.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

66.80.0A (2K) 841

 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.

842 Chapter 7 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents 843

 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.

844 Chapter 7 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the paper holding unit and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician with the following parts.

Left lower cover part number:

Stapler/stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

Recommended action for onsite technicians

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.

Recommended action for onsite technicians 845

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

846 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check if there are any problems such foreign substance around the paper holding unit.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher for any damaged or loose parts and remove any obstacles.

Recommended action for onsite technicians 847

 5. Check the paper holding motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paper holding motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN13).

b. Retest the motor. If the test fails, replace the motor.

Paper holding motor: JC90-01414A

For instructions, see the Repair Service Manual for this product.

848 Chapter 7 Numerical control panel messages

6. Check the paper holding home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paper holding home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN14).

b. Replace the sensor as needed.

Paper holding home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the left lower cover.

Left lower cover part number:

Stapler-stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

Recommended action for onsite technicians 849

 66.80.0B (2K)
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

850 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 851

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

852 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents 853

 3. If the customer says the error has not been resolved, send a technician with the following part.

End fence part number: JC90-01466A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

854 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for onsite technicians 855

 3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. Check the end fence motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > End fence motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

End fence motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

856 Chapter 7 Numerical control panel messages

5. Check the front tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Front tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN5).

b. Replace the sensor as needed.

Front tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 857

 66.80.0C (2K)
The finisher experienced a buffer error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, locate the main exit cam motor and run the diagnostic test on the motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main exit cam motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN7).

858 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Main exit cam motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

5. Check the main exit cam home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main exit cam home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN7).

Recommended action for call-center agents and onsite technicians 859

 b. Retest the sensor. If the test fails, replace the sensor.

Main exit cam home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.11 (2K)
Booklet diverter failure.

Recommended action for customers

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.

860 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 861

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

862 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for call-center agents and onsite technicians 863

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. Check the booklet diverter motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet diverter motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN7).

864 Chapter 7 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Booklet diverter motor: JC93-01153A

For instructions, see the Repair Service Manual for this product.

5. Check the booklet diverter home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet diverter home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Booklet-CN7).

Recommended action for call-center agents and onsite technicians 865

 b. Replace the sensor as needed.

Booklet diverter sensor: 0604-001415

For instructions, see the Repair Service Manual for this product.

66.90.12 (2K)
Booklet accumulator failure.

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.

866 Chapter 7 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for customers 867

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the finisher door.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

868 Chapter 7 Numerical control panel messages

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for call-center agents and onsite technicians 869

 3. Check the booklet tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet tamper motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN6).

b. Retest the motor. If the test fails, replace the motor.

Booklet tamper motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet tamper sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

870 Chapter 7 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN6).

b. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Repair Service Manual for this product.

66.90.13 (2K)
Booklet paddle failure.

Recommended action for customers

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.

66.90.13 (2K) 871

 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.

872 Chapter 7 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 873

 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.

874 Chapter 7 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

4. Check the booklet paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN7).

Recommended action for call-center agents and onsite technicians 875

 b. Retest the motor. If the test fails, replace the motor.

Booklet paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the booklet paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN7).

876 Chapter 7 Numerical control panel messages

 b. Replace the sensor as needed.

Booklet paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.14 (2K)
The booklet maker experienced a knife (blade) error.

Recommended action for customers

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.

66.90.14 (2K) 877

 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.

878 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 879

 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.

880 Chapter 7 Numerical control panel messages

3. Check the booklet blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet blade motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN10).

b. Retest the motor. If the test fails, replace the motor.

Booklet blade motor part number: JC31-00144A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet blade home sensor.

Recommended action for call-center agents and onsite technicians 881

 a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN6).

b. Replace the sensor as needed.

Booklet blade home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.15 (2K)
The booklet maker experienced a press failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

882 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 883

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

884 Chapter 7 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents and onsite technicians 885

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Check the booklet presser motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet presser motor

886 Chapter 7 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN5).

b. Retest the motor. If the test fails, replace the motor.

Booklet presser motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet presser home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet presser home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN5).

Recommended action for call-center agents and onsite technicians 887

 b. Replace the sensor as needed.

Booklet presser home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.16 (2K)
Booklet maker stapler failure.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

888 Chapter 7 Numerical control panel messages

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

Recommended action for customers 889

 e. Open the upper jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents 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 door.

2. Use the green knob to move the stapler to the front of the finisher.

890 Chapter 7 Numerical control panel messages

3. Remove the staple cartridge,

4. Lift the cartridge tab, and remove any jammed staples.

Recommended action for call-center agents and onsite technicians 891

 5. If the staple cartridge is empty, replace the staple cartridge.

6. If the error persists, power off, disconnect then reconnect both ends of the wire harness from the
motor to the booklet maker PCA (Booklet-CN4), and then power on.

7. If the error persists, replace the booklet stapler unit or booklet maker as needed.

Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
For instructions, see the Repair Service Manual for this product.

66.90.21 (2K)
The buffer unit has experienced an error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

892 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 893

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version .

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.

Booklet buffer home sensor part number: 0604-001393

Recommended action for onsite technicians

1. Open and then close the finisher door.

894 Chapter 7 Numerical control panel messages

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Make sure the finisher and engine are running the latest version of firmware.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com.

b. Make sure that the finisher is correctly connected to the printer before downloading firmware
bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

5. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 895

 66.90.22 (2K) and 66.90.23 (2K)
The buffer unit has experienced an error.

BM-exit CAM assembly is unable to move paper downwards during buffering.

BM-exit CAM assembly is not positioned correctly.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

896 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for customers 897

 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 finisher door.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the buffer motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Buffer motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Buffer motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

898 Chapter 7 Numerical control panel messages

 4. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.43 (2K)
Booklet c-fold blade failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

66.90.43 (2K) 899

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Power off and on, and retest for checking the status.

2. Check the booklet c-fold blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet c-fold blade motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN8).

b. Retest the motor. If the test fails, replace the motor.

Booklet c-fold blade motor part number: JC93-01154A

For instructions, see the Service Manual for this printer.

900 Chapter 7 Numerical control panel messages

 3. Check the booklet c-fold blade home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet c-fold blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN8).

b. Replace the sensor as needed.

Booklet c-fold blade home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.51 (2K)
Booklet end fence failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

66.90.51 (2K) 901

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Power off and on, and retest for checking the status.

2. Check the booklet end fence motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet end fence motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN9).

b. Retest the motor. If the test fails, replace the motor.

Booklet end fence motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

902 Chapter 7 Numerical control panel messages

 3. Check the booklet end fence home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet end fence home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN9).

b. Replace the sensor as needed.

Booklet end fence home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

67.WX.YZ error messages

67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input
tray. The printer and the tray are not communicating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

67.* error messages 903

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.0E.01
Optional exit unit is not installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended 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. Check if the Exit 2 unit is installed.

2. Check the exit sensor on the Exit 2 unit.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 102–0371, Exit 2 Sensor.

c. If the test fails, disconnect and reconnect the wire harness connection on the Exit 2 unit and
Connector 1 on the main board PCA.

904 Chapter 7 Numerical control panel messages

 d. If the wire harness is ok, check if the sensor arm moves freely. If it does not, replace the
sensor actuator parts.

Actuator bin full output part number: JC66-04339A

Actuator lever output full part number: JC66-042278A
Actuator lever part number: JC66-042218A

3. If the error persists, replace the main board PCA.

Part number: 3SJ00-60003

For instructions on removing and replacing main board, see the Repair Service Manual for this
product.

67.04.01
The printer cannot communicate with tray 3 on the high capacity input tray.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove the rear cover, and then check connector.

a. Disconnect and reconnect the Connector CN301 on the HCI controller PCA to make sure the
connector is seated correctly and is not damaged.

b. If the error persists, send a technician with the following part.

Part number: JC39-02600A

67.04.01 905
 Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off.

2. Remove the rear cover.

3. Disconnect and reconnect the Connector CN301 on the HCI controller PCA to make sure the
connector is seated correctly and is not damaged.

4. If the connector is defective, replace it.

Part number: JC39-02600A

For instructions, see the Repair Service Manual for this product.

5. If the error persists, replace the high capacity input tray PCA.

Part number: 6GW48-60001

For instructions, see the Repair Service Manual for this product.

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove the rear cover, and then check connector.

906 Chapter 7 Numerical control panel messages

 a. Disconnect and reconnect the Connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and is not damaged.

b. If the error persists, send a technician with the following part.

Part number: JC39-01690A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. 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.

5. Replace the connector if necessary.

Part number: JC39-01690A

6. If the error persists, replace the DCF PCA.

Part number: 6GW46-60001

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 907

 70.WX.YZ error messages
70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB)
depending on your printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Replace the DC controller or the Main board PCA (ECB) as needed.

80.WX.YZ error messages

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 80.00.00 error: Managed device lost connection to service provider. The product is under a service
contract and has lost network connectivity for license validation.

● 80.01.01 error: HP Accessibility Assistant connection error. Managed device is unable to establish a
connection with the HP Accessibility Assistant.

● 80.01.02 error: Managed Device Unknown HP Accessibility Assistant error.

● 80.01.03 error: HP Accessibility Assistant connection lost. The product lost communication with the
HP Accessibility Assistant.

● 80.01.04 error: HP Accessibility Assistant disconnected. The HP Accessibility Assistant was

disconnected from the product.

● 80.01.05 error: HP Accessibility Assistant detected. Restart required. The HP Accessibility Assistant
was connected to the product after turn on. The HP Accessibility Assistant is not a plug-and-play
device.

Recommended action for customers

Customer actions for 80.* errors.

908 Chapter 7 Numerical control panel messages

 Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

Recommended action for call center agents 909

 f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

910 Chapter 7 Numerical control panel messages

81.WX.YZ error messages
81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 81.01.00 error: NFC Error. JIO EIO Networking event.

● 81.02.00 error: NFC Error. JIO Wireless Networking event.

● 81.03.00 error: NFC Error. JIO Access Point Wireless Networking event.

● 81.04.00 error: NFC Error. JIO Jetdirect Inside Networking event.

● 81.06.00 error: NFC Error. EIO Networking event.

● 81.07.00 error: NFC Error. Internal Wireless Networking event.

● 81.08.00 error: NFC Error. Internal Access Point Wireless Networking event.

● 81.09.00 error: NFC Error. Internal Jetdirect Inside Networking event.

● 81.0A.00 error: NFC Error. NFC Accessory Error Event.

● 81.0B.00 error: NFC Error. Bluetooth Low Energy has failed.

Recommended action for customers

Customer actions for 80.* errors.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

81.* errors 911

 b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

912 Chapter 7 Numerical control panel messages

 e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

82.* errors 913

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, dispatch an onsite technician.

Recommended action for 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, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. Replace the formatter.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
See recommended action.

■ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

914 Chapter 7 Numerical control panel messages

Recommended action for call-center agents
1. Turn the printer off, and then on.

2. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

90.WX.YZ error messages

90.* errors
Errors in the 90.* family are related to the control panel.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents 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 by holding down the Power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

98.WX.YZ error messages

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for call-center agents 915

 Recommended action for customers
Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

916 Chapter 7 Numerical control panel messages

 3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

98.00.02 Corrupt data in the solutions volume 917

 2. Download the firmware again, and then attempt the upgrade again.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.

Recommended action
1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

3. Rerun the file erase function.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

99.WX.YZ error messages

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

918 Chapter 7 Numerical control panel messages

 3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board; it will not resolve the issue.

99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.

This is a CRC error in the firmware image (bad image).

Recommended action
■ Download the firmware upgrade file, and then attempt the upgrade again.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions
For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

99.00.01 Upgrade not performed file is corrupt 919

 Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

920 Chapter 7 Numerical control panel messages

99.00.11 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.12 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.11 Upgrade canceled by user 921

 99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware VersionsFor the more
information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

922 Chapter 7 Numerical control panel messages

 ● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reload the firmware.

For the latest firmware versions, Go to: HP FutureSmart - Latest Firmware Versions
Firmware update steps,
For the more information,Go to: HP Enterprise, HP Managed - Update the printer firmware.

99.02.01
Firmware installation was successful.

Recommended action
See recommended action.

■ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.07.20 Fax error

Fax card communication error.

Recommended action for customers

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.

Recommended action 923

 99.07.YZ Firmware install error
● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.

● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.

● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.

● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the
modem.

● 99.07.23 Fax modem reset failed.

Recommended action for customers

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.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

924 Chapter 7 Numerical control panel messages

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.

This typically happens because an HDD was swapped into a device from another device.

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

Recommended action 925

 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.

NOTE: Do NOT replace the formatter board, it will not resolve this.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

Recommended action for customers

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 formatter cover and ensure the hard disk
is making a good connection.

4. If the error persists, replace the hard disk drive.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: 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

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board; it will not resolve the issue.

926 Chapter 7 Numerical control panel messages

 ■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

99.09.66 No boot device

A hard disk drive or eMMC is not installed in the printer.

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. 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.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: Do NOT replace the formatter board, it will not resolve this.

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive or eMMC.

This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from
the Preboot menu.

NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot
menu, BEFORE loading firmware.

Recommended action for customers

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.

99.09.66 No boot device 927

 2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

4. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

5. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the
hard disk is making a good connection.

c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.

d. Provide instructions to download firmware.

e. If the error persists, replace the hard disk drive.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

99.39.73
The eMMC has reached its maximum usage and is now read-only.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. 1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove and reseat the eMMC unit.

3. If the error still persist, perform Erase and Unlock from the Preboot menu.

4. Turn the printer off, and then on.

5. Reload the firmware.

6. If the error still persists after all the above troubleshooting, replace the eMMC.

99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.

928 Chapter 7 Numerical control panel messages

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: 933853-010

For instructions, see the Repair Service Manual for this product.

99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.

Recommended action
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: 933853-010

For instructions, see the Repair Service Manual for this product.

99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.

Recommended action
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: 933853-010

For instructions, see the Repair Service Manual for this product.

Recommended action 929

 8 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical error messages

Tray 1 Empty Load Tray 1
No paper in Tray 1.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 1.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 1.

930 Chapter 8 Alphabetical control panel messages

 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 1.

2. Check the Tray 1 empty sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 1 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray1 > Tray1 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

Recommended action for onsite technicians 931

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

d. Replace the sensor as needed.

Part number:
Tray 1 empty sensor: 0604-001381
Or Tray 1 unit: JC90-01869A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 2 Empty Load Tray 2

No paper in Tray 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

932 Chapter 8 Alphabetical control panel messages

 1. Check if there is paper in Tray 2 (U3).

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 2 (U3).

2. If the error persists, dispatch an onsite technician.

Recommended action for call-center agents 933

 Recommended action for onsite technicians

1. Check if there is paper in Tray 2 (U3).

2. Check the Tray 2 stack height sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 2 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray2 > Tray2 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

934 Chapter 8 Alphabetical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 2 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

Recommended action for onsite technicians 935

 b. Diagnose the Tray 2 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray2 > Tray2 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 2 empty sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 3 Empty Load Tray 3

No paper in Tray 3.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

936 Chapter 8 Alphabetical control panel messages

 1. Check if there is paper in Tray 3 (U4).

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 3 (U4).

2. If the error persists, dispatch an onsite technician.

Recommended action for call-center agents 937

 Recommended action for onsite technicians

1. Check if there is paper in Tray 3 (U4).

2. Check the Tray 3 stack height sensor.

a. Diagnose the Tray 3 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

938 Chapter 8 Alphabetical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

c. Replace the sensor as needed.

Part number:
Tray 3 stack height sensor: 0604-001393
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 3 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

Recommended action for onsite technicians 939

 b. Diagnose the Tray 3 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 3 empty sensor: 0604-001393
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 4 Empty Load Tray 4 (DCF)

No paper in Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

940 Chapter 8 Alphabetical control panel messages

 1. Check if there is paper in Tray 4.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 4.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 4.

Recommended action for call-center agents 941

 2. Check the Tray 4 stack height sensor.

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

c. Replace the sensor as needed.

Part number:
Tray 4 stack height sensor: 0604-001393
Or Tray 4 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 4 empty sensor.

942 Chapter 8 Alphabetical control panel messages

 a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 4 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

d. Replace the sensor as needed.

Part number:
Tray 4 empty sensor: 0604-001393
Or Tray 4 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 5 Empty Load Tray 5 (DCF)

No paper in Tray 5.

Tray 5 Empty Load Tray 5 (DCF) 943

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 5.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 5.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 5.

944 Chapter 8 Alphabetical control panel messages

2. Check the Tray 5 stack height sensor.

a. Diagnose the Tray 5 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray5 > Tray5 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN501).

c. Replace the sensor as needed.

Part number:
Tray 5 stack height sensor: 0604-001393
Or Tray 5 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 5 empty sensor.

Recommended action for onsite technicians 945

 a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 5 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray5 > Tray5 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN501).

d. Replace the sensor as needed.

Part number:
Tray 5 empty sensor: 0604-001393
Or Tray 5 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 4 Empty Load Tray 4 (HCI)

No paper in Tray 4.

946 Chapter 8 Alphabetical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 4.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Check if there is paper in Tray 4.

2. If the error persists, dispatch an onsite technician.

Recommended action for customers 947

 Recommended action for onsite technicians

1. Check if there is paper in Tray 4.

2. Check the Tray 4 stack height sensor (HCI).

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

948 Chapter 8 Alphabetical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

c. Replace the sensor as needed.

Tray 4 stack height sensor part number: 0604-001393

For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 4 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 4 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

Recommended action for onsite technicians 949

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

d. Replace the sensor as needed.

Tray 4 empty sensor part number: 0604-001393

For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Outbin full
Outbin is full.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the outbin to see if it is full of paper.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

950 Chapter 8 Alphabetical control panel messages

Recommended action for call-center agents

1. Check the outbin to see if it is full of paper.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check the outbin to see if it is full of paper.

2. Check the outbin full sensor.

Recommended action for call-center agents 951

 a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the outbin full sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Paper path > Output > Out-Bin
Full Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

d. Replace the sensor as needed.

Part number:
Registration sensor: 0604-001393
Or Exit unit: JC90-01876A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

952 Chapter 8 Alphabetical control panel messages

Output bin full (Inner)
Output bin is full.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. Retest for checking the status.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

Output bin full (Inner) 953

 3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order they are listed.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. If the error persists, check the output tray lower limit sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray lower limit sensor.

NOTE: The service PIN for this printer is: 03078622

b. Check the reading value changes of the sensor.

954 Chapter 8 Alphabetical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-lower

limit).

d. Replace the sensor as needed.

Output tray lower limit sensor part number: JC90-01320A

For instructions, see the Repair Service Manual for this product.

4. Check the output tray paper holding sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray paper holding sensor.

NOTE: The service PIN for this printer is: 03078622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-

front).

d. Replace the sensor as needed.

Output tray paper holding sensor part number: 0604-001393

Recommended action for onsite technicians 955

 For instructions, see the Repair Service Manual for this product.

956 Chapter 8 Alphabetical control panel messages

Index

Symbols/Numerics fuser error motor error (LaserJet)

41.WX.YZ error 4, 7 59.WX.YZ error 4, 7
76.00.24 5, 7
laser scanner error 4, 7
paper path error 4, 7 N
B
fuser error (LaserJet)
Near Field Communication error
backup error 50.WX.YZ error 4, 7
81.WX.YZ error 5, 8
32.WX.YZ error 4, 6
Bluetooth error 5, 8
reset error 4, 6 H
external I/O card error 5, 8
restore error 4, 6
hard disk partition error internal EIO error 5, 8
98.WX.YZ error 5, 8 wireless error 5, 8
C
connector error I O
65.WX.YZ error 5, 7
input accessory error output accessory error
67.WX.YZ error 5, 7 66.WX.YZ error 5, 7
D
input/output error OXPd/Web kit error
DC controller communication error 40.WX.YZ error 4, 6 45.WX.YZ error 4, 7
55.WX.YZ error 4, 7 internal diagnostics error
DC controller firmware error 90.WX.YZ error 5, 8 P
70.WX.YZ error 5, 7 video display error 5, 8
page error
digital sending error (firmware)
21.WX.YZ error 4, 6
44.WX.YZ error 4, 7 J
paper handling error (LaserJet)
document feeder error
jam error (LaserJet) 56.WX.YZ error 4, 7
31.WX.YZ error 4, 6
13.WX.YZ error 3, 6 print bar error (PageWide)
duplexer error
jam error (PageWide) 62.WX.YZ error 5, 7
69.WX.YZ error 5, 7
13.WX.YZ error 4, 6 printer memory error
job accounting error (firmware) 20.WX.YZ error 4, 6
E
48.WX.YZ error 4, 7
Embedded Jetdirect error job management error R
80.WX.YZ error 5, 7 (firmware) 4, 7
real-time clock error
engine error (LaserJet) job pipeline error (firmware) 4,
11.WX.YZ error 3, 6
46.WX.YZ error 4, 7 7
63.WX.YZ error 5, 7 job parser error (firmware) S
engine error (PageWide) 47.WX.YZ error 4, 7
61.WX.YZ error 4, 7 printer calibration error 4, 7 scanner error
event log error (firmware) 30.WX.YZ error 4, 6
42.WX.YZ error 4, 7 L security error
33.WX.YZ error 4, 6
laser scanner error (LaserJet)
F sensor error
51.WX.YZ error 4, 7
54.WX.YZ error 4, 7
fan error 52.WX.YZ error 4, 7
58.WX.YZ error 4, 7
58.WX.YZ error 4, 7 last update 1
supplies error (LaserJet)
firmware communication error
10.WX.YZ error 3, 6
49.WX.YZ error 4, 7 M
supplies error (PageWide)
firmware install error
memory error 17.WX.YZ error 4, 6
99.WX.YZ error 5, 8
82.WX.YZ error 5, 8 system error (LaserJet)
hard disk error 5, 8
EMMC error 5, 8 62.WX.YZ error 5, 7
remote firmware upgrade
hard disk error 5, 8
error 5, 8

Index 957
 T
tray motor error (LaserJet)
60.WX.YZ error 4, 7

958 Index