HP LaserJet Managed MFP E82540

HP LaserJet Managed MFP E82550

HP LaserJet Managed MFP E82560

Control Panel Message Document (CPMD)

www.hp.com/support/ljE82500mfp
 HP LaserJet Managed MFP E82540, E82550,
E82560 - Control Panel Messages Document
(CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

© Copyright 2022 HP Development Company, Adobe®, Adobe Photoshop®, Acrobat®, and

L.P. PostScript® are trademarks of Adobe Systems
Incorporated.
Reproduction, adaptation, or translation without
prior written permission is prohibited, except as Apple and the Apple logo are trademarks of
allowed under the copyright laws. Apple Inc., registered in the U.S. and other
countries.
The information contained herein is subject to
change without notice. macOS is a trademark of Apple Inc., registered in
the U.S. and other countries.
The only warranties for HP products and
services are set forth in the express warranty AirPrint is a trademark of Apple Inc., registered in
statements accompanying such products and the U.S. and other countries.
services. Nothing herein should be construed
as constituting an additional warranty. HP shall Google™ is a trademark of Google Inc.
not be liable for technical or editorial errors or
omissions contained herein. Microsoft®, Windows®, and Windows Server®
are U.S. registered trademarks of Microsoft
Edition 1.2, 4/2022 Corporation.

UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

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

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

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

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

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

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

10.WX.YZ error messages ................................................................................................................................................................. 17
10.wx.yz error messages ......................................................................................................................................................... 17
10.00.03 or 10.00.05................................................................................................................................................................ 18
10.00.15 Install Supply ............................................................................................................................................................ 19
10.00.25 Wrong cartridge ....................................................................................................................................................... 21
10.00.35 Incompatible <supply> ........................................................................................................................................... 21
10.00.60 Toner low ................................................................................................................................................................... 22
10.00.69 Toner Empty ............................................................................................................................................................. 22
10.00.70 ...................................................................................................................................................................................... 23
10.00.90 Toner Supply Error ................................................................................................................................................... 24
10.00.93 Toner Supply Error ................................................................................................................................................... 25
10.05.15 Drum Unit Not Installed .......................................................................................................................................... 26
10.05.25 Invalid drum unit ...................................................................................................................................................... 29
10.50.03 ...................................................................................................................................................................................... 29
10.05.35 Invalid drum unit ...................................................................................................................................................... 30
10.05.58 ...................................................................................................................................................................................... 32
10.05.59 ...................................................................................................................................................................................... 32
10.05.60 Drum unit Low .......................................................................................................................................................... 32
10.05.69, 10.05.70 Drum unit worn ...................................................................................................................................... 34
10.23.15 Fuser assembly not installed ................................................................................................................................. 35
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ................................................................................... 36
10.31.15 Toner collection unit not installed ......................................................................................................................... 37
10.31.60, 10.31.69 Toner collection unit full ....................................................................................................................... 39
10.32.60 Developer low ........................................................................................................................................................... 42
10.32.69, 10.32.70 Developer Unit Empty ........................................................................................................................... 43
10.37.15 PTB Not Installed ..................................................................................................................................................... 44
10.37.35 Invalid PTB ................................................................................................................................................................ 44

iii
 10.37.60 PTB Low ..................................................................................................................................................................... 45
10.37.69 or 10.37.70 PTB Worn ............................................................................................................................................ 46
10.99.40 ...................................................................................................................................................................................... 46
11.WX.YZ error messages ................................................................................................................................................................. 46
11.* errors ................................................................................................................................................................................... 46
13.WX.YZ error messages ................................................................................................................................................................. 47
13.* errors ................................................................................................................................................................................... 47
13.A7.A4 ..................................................................................................................................................................................... 53
13.A7.A5 ..................................................................................................................................................................................... 74
13.A7.D4 ..................................................................................................................................................................................... 84
13.A7.D5 ..................................................................................................................................................................................... 98
13.A7.FF Paper Jam ................................................................................................................................................................108
13.A8.A3 Jam in tray 3 ............................................................................................................................................................120
13.A8.A4 Jam in tray 4 ...........................................................................................................................................................129
13.A8.A5 Jam in tray 5 ...........................................................................................................................................................140
13.A8.A6 Jam in tray 6 ...........................................................................................................................................................148
13.A8.D3 Jam in tray 3 ...........................................................................................................................................................151
13.A8.D4 Jam in tray 4 ...........................................................................................................................................................160
13.A8.D5 Jam in tray 5 ...........................................................................................................................................................181
13.A8.D6 Jam in tray 6 ...........................................................................................................................................................192
13.A8.FF ....................................................................................................................................................................................195
13.B2.Az ...................................................................................................................................................................................198
13.B2.D1 Jam in tray 1 ...........................................................................................................................................................207
13.B2.D2 Jam in tray 2 ...........................................................................................................................................................213
13.B2.D3 Jam in tray 3 ...........................................................................................................................................................220
13.B2.D4 ...................................................................................................................................................................................230
13.B2.D5 ...................................................................................................................................................................................242
13.B2.D6 ...................................................................................................................................................................................244
13.B2.DD ..................................................................................................................................................................................247
13.B2.FF ....................................................................................................................................................................................251
13.B4.Az ...................................................................................................................................................................................254
13.B4.Dz ...................................................................................................................................................................................256
13.B4.FF jam in right door .....................................................................................................................................................262
13.B9.Az Fuser Jam ................................................................................................................................................................266
13.B9.Dz Jam in right door ....................................................................................................................................................289
13.B9.FF Jam in right door ....................................................................................................................................................297
13.D2.Az Jam in Right Door ...................................................................................................................................................303
13.D2.Dz Jam in Right Door ..................................................................................................................................................314
13.D2.FF Jam in Right Door ...................................................................................................................................................324
13.D3.Az Jam in Right Door ...................................................................................................................................................329
13.D3.Dz Jam in Right Door ..................................................................................................................................................339
13.D3.FF Jam in Right Door ...................................................................................................................................................350
13.E1.AZ ...................................................................................................................................................................................354
13.E1.Dz ...................................................................................................................................................................................358
13.E1.FF ....................................................................................................................................................................................360
13.E2.FF ....................................................................................................................................................................................363
13.E7.Az ....................................................................................................................................................................................365
13.E7.Dz ...................................................................................................................................................................................367

iv
 13.60.A1, 13.60.A2 or 13.60.A3 ...........................................................................................................................................369
13.60.D1, 13.60.D2 or 13.60.D3 ..........................................................................................................................................381
13.60.FF ....................................................................................................................................................................................393
13.63.A1 ...................................................................................................................................................................................404
13.63.AZ ...................................................................................................................................................................................410
13.63.DZ ...................................................................................................................................................................................415
13.63.F0 ...................................................................................................................................................................................420
13.84.D1 ...................................................................................................................................................................................426
13.84.D2 ...................................................................................................................................................................................431
13.84.F0 ...................................................................................................................................................................................436
13.90.A3 ...................................................................................................................................................................................441
13.90.D3 ...................................................................................................................................................................................447
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door ............................................................................................453
13.92.FF Jam in front left door .............................................................................................................................................459
13.98.A3 ...................................................................................................................................................................................467
13.69.A2 or 13.98.D3 .............................................................................................................................................................472
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door...........................................................................478
20.WX.YZ error messages ...............................................................................................................................................................484
20.* errors .................................................................................................................................................................................484
30.WX.YZ error messages ...............................................................................................................................................................484
30.* errors .................................................................................................................................................................................484
30.01.09 Scanner motor locked ...........................................................................................................................................484
30.01.41 ....................................................................................................................................................................................486
30.01.56 Scanner Error, power off/on .................................................................................................................................487
30.01.57 ....................................................................................................................................................................................489
31.WX.YZ error messages ...............................................................................................................................................................490
31.* errors .................................................................................................................................................................................490
31.03.38 and 31.03.39 ..........................................................................................................................................................491
31.03.40 and 31.03.41 ..........................................................................................................................................................492
31.13.00 ....................................................................................................................................................................................494
31.13.01 ...................................................................................................................................................................................502
31.13.02 ...................................................................................................................................................................................504
31.13.03 ...................................................................................................................................................................................510
31.13.04 ...................................................................................................................................................................................516
31.13.05 ...................................................................................................................................................................................521
32.WX.YZ error messages ...............................................................................................................................................................525
32.* errors .................................................................................................................................................................................525
32.08.A1, 32.08.A2, 32.08.A3 ..............................................................................................................................................525
32.1C.05 ...................................................................................................................................................................................525
32.1C.06 (event code) .............................................................................................................................................................525
32.1C.07 (event code) .............................................................................................................................................................526
32.1C.08 (event code) .............................................................................................................................................................526
32.1C.09 (event code) .............................................................................................................................................................526
32.1C.0A (event code) .............................................................................................................................................................526
32.1C.0D (event code) .............................................................................................................................................................527
32.1C.11 (event code) ............................................................................................................................................................527
32.1C.13, 32.1C.14 .................................................................................................................................................................527
32.1C.15 ...................................................................................................................................................................................527

v
 32.1C.2E ...................................................................................................................................................................................527
32.1C.2F ...................................................................................................................................................................................527
32.1C.40 ...................................................................................................................................................................................528
32.1C.41 ...................................................................................................................................................................................528
32.1C.42 ...................................................................................................................................................................................528
32.1C.43 ...................................................................................................................................................................................528
32.1C.44 ...................................................................................................................................................................................528
32.1C.45 ...................................................................................................................................................................................528
32.1C.46 ...................................................................................................................................................................................528
32.1C.47 ...................................................................................................................................................................................529
32.1C.48 ...................................................................................................................................................................................529
32.1C.49 ...................................................................................................................................................................................529
32.1C.4A ...................................................................................................................................................................................529
32.1C.56 ...................................................................................................................................................................................529
32.1C.57 ...................................................................................................................................................................................530
32.1C.58 ...................................................................................................................................................................................530
32.1C.60 ...................................................................................................................................................................................530
32.1C.61 ...................................................................................................................................................................................530
32.1C.62 ...................................................................................................................................................................................530
32.1C.68 ...................................................................................................................................................................................530
32.1C.69 ...................................................................................................................................................................................530
32.1C.6A ...................................................................................................................................................................................531
32.1C.6D ...................................................................................................................................................................................531
33.WX.YZ error messages ...............................................................................................................................................................531
33.* errors .................................................................................................................................................................................531
33.01.xx ....................................................................................................................................................................................531
33.04.01 Missing TPM .............................................................................................................................................................532
33.04.02 Missing TPM .............................................................................................................................................................532
33.04.03 Unknown TPM .........................................................................................................................................................532
33.04.04 or 33.04.05 Unknown TPM ...................................................................................................................................533
33.05.0z SureStart errors ......................................................................................................................................................534
33.05.1x Whitelisting errors ..................................................................................................................................................535
33.05.2x Intrusion detection errors .....................................................................................................................................535
33.05.5z Intrusion detection errors .....................................................................................................................................536
40.WX.YZ error messages ...............................................................................................................................................................537
40.* errors .................................................................................................................................................................................537
40.00.01 USB I/O buffer overflow To continue, touch “OK” ..............................................................................................537
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ..................................................................................537
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .............................................................................................537
40.00.04 EIO <x> bad transmission To continue, touch “OK” ..........................................................................................538
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ..............................................................................538
40.08.0x USB storage accessory removed .........................................................................................................................538
40.0x.05 USB storage accessory removed .........................................................................................................................538
41.WX.YZ error messages ...............................................................................................................................................................538
41.* errors .................................................................................................................................................................................538
41.03.YZ Unexpected size in tray <X> .................................................................................................................................539
41.03.FZ Unknown Misprint Error ........................................................................................................................................542
42.WX.YZ error messages ...............................................................................................................................................................544

vi
 42.* errors .................................................................................................................................................................................544
42.B0.01....................................................................................................................................................................................545
44.WX.YZ error messages ...............................................................................................................................................................545
44.* errors .................................................................................................................................................................................545
44.01.xx Error Event log message .......................................................................................................................................546
44.02.xx Error Event log message (Multifunction product only.).....................................................................................546
44.03.xx Error Event log message .......................................................................................................................................546
44.04.xx Error Event log message (Multifunction product only.).....................................................................................547
44.05.xx Error Event log message (Multifunction product only.).....................................................................................547
44.07.xx Error Event log message (Multifunction product only.).....................................................................................547
44.08.xx Error Event log message (Multifunction product only.).....................................................................................547
44.10.xx Error Event log message (Multifunction product only.).....................................................................................547
44.11.0E Error Event log message (Multifunction product only.) ....................................................................................548
44.11.xx Error Event log message (Multifunction product only.).....................................................................................548
44.12.0E Error Event log message (Multifunction product only.) ....................................................................................548
44.12.xx Error Event log message (Multifunction product only.).....................................................................................548
44.16.01 Error Event log message (Multifunction product only.)....................................................................................548
44.16.02 Error Event log message (Multifunction product only.)....................................................................................549
44.16.03 Error Event log message (Multifunction product only.)....................................................................................549
44.16.04 Error Event log message (Multifunction product only.)....................................................................................549
44.16.05 Error Event log message (Multifunction product only.)....................................................................................549
44.16.06 Error Event log message (Multifunction product only.)....................................................................................550
44.16.07 Error Event log message (Multifunction product only.)....................................................................................550
44.16.08 Error Event log message (Multifunction product only.)....................................................................................550
44.16.09 Error Event log message (Multifunction product only.)....................................................................................550
44.16.0A Error Event log message (Multifunction product only.)....................................................................................551
44.16.0B Error Event log message (Multifunction product only.)....................................................................................551
44.16.0D Error Event log message (Multifunction product only.)....................................................................................551
44.16.0E Error Event log message (Multifunction product only.) ....................................................................................551
44.16.0F Error Event log message (Multifunction product only.) ....................................................................................551
44.16.10 Error Event log message (Multifunction product only.)....................................................................................552
44.16.FF Error Event log message (Multifunction product only.) ....................................................................................552
44.34.xx Error Event log message........................................................................................................................................552
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ....................................................................................................552
45.WX.YZ error messages ...............................................................................................................................................................553
45.00.07 ....................................................................................................................................................................................553
45.00.1C ...................................................................................................................................................................................553
45.00.70 ....................................................................................................................................................................................554
46.WX.YZ error messages ...............................................................................................................................................................554
46.* error messages................................................................................................................................................................554
47.WX.YZ error messages ...............................................................................................................................................................555
47.* errors .................................................................................................................................................................................555
47.00.xx ....................................................................................................................................................................................556
47.01.xx ....................................................................................................................................................................................556
47.02.xx ....................................................................................................................................................................................557
47.03.xx ....................................................................................................................................................................................557
47.04.xx ....................................................................................................................................................................................558
47.05.xx ....................................................................................................................................................................................558

vii
 47.06.xx ....................................................................................................................................................................................559
47.FC.yz Printer Calibration Failed To continue, touch “OK” .............................................................................................559
48.WX.YZ error messages ...............................................................................................................................................................560
48.* errors .................................................................................................................................................................................560
48.0D.01 Remote Image Disk error .....................................................................................................................................561
49.WX.YZ error messages ...............................................................................................................................................................561
49.13.01 ....................................................................................................................................................................................561
49.38.0C or 49.38.0D..............................................................................................................................................................562
49.XX.YY Error To continue turn off then on .......................................................................................................................563
50.WX.YZ error messages ...............................................................................................................................................................565
50.* errors .................................................................................................................................................................................565
50.FF.01 Fuser error ...............................................................................................................................................................565
50.FF.02 Fuser error ...............................................................................................................................................................568
50.FF.03 Fuser error ...............................................................................................................................................................570
50.FF.04 Fuser error ...............................................................................................................................................................572
50.FF.05 Fuser error ...............................................................................................................................................................574
50.FF.06 Fuser error ...............................................................................................................................................................577
50.FF.07 Fuser error ...............................................................................................................................................................579
50.FF.08 Fuser error ...............................................................................................................................................................581
50.FF.09 Fuser error ...............................................................................................................................................................582
50.FF.0A Fuser error ...............................................................................................................................................................584
50.FF.0B Fuser error ...............................................................................................................................................................586
50.FF.0C Fuser error ...............................................................................................................................................................588
50.FF.0D Fuser error ...............................................................................................................................................................590
50.FF.0E Fuser error ...............................................................................................................................................................592
50.FF.0F Fuser error ...............................................................................................................................................................598
50.FF.10 Fuser error ...............................................................................................................................................................600
50.FF.11 Fuser error ...............................................................................................................................................................606
50.FF.12 Fuser error ...............................................................................................................................................................608
50.FF.13 Fuser error ...............................................................................................................................................................610
54.WX.YZ error messages ...............................................................................................................................................................612
54.* errors .................................................................................................................................................................................612
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors .......................................................................................................613
54.DD.05, 54.DD.06 and 54.DD.07 error ............................................................................................................................615
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ..................................................................617
56.WX.YZ error messages ...............................................................................................................................................................619
56.* errors .................................................................................................................................................................................619
57.WX.YZ error messages ...............................................................................................................................................................620
57.* errors .................................................................................................................................................................................620
57.00.01, 57.00.02 Fan failure .............................................................................................................................................620
57.00.05, 57.00.06, Fan failure ............................................................................................................................................622
57.00.07, 57.00.08, Fan failure ............................................................................................................................................624
57.00.09, 57.00.10, Fan failure ............................................................................................................................................625
57.00.11, 57.00.12, Fan failure ............................................................................................................................................626
57.00.15, 57.0016 LSU fan error .........................................................................................................................................628
57.00.21, 57.00.22 OPC fan error The OPC fan is faulty, or the fan-ready signal is abnormal ..................................629
57.00.25 ....................................................................................................................................................................................632

viii
 57.00.27 Fan failure ...............................................................................................................................................................633
59.WX.YZ error messages ...............................................................................................................................................................635
59.* errors .................................................................................................................................................................................635
59.00.10, 59.00.20 Motor error ...........................................................................................................................................636
59.00.30, 59.00.40 Motor error ...........................................................................................................................................638
59.05.50, 59.05.60 Motor error ...........................................................................................................................................642
59.05.70, 59.10.B0..................................................................................................................................................................646
60.WX.YZ error messages ...............................................................................................................................................................648
60.00.02 or 60.01.02 .............................................................................................................................................................648
60.00.03 or 60.01.03..............................................................................................................................................................650
60.00.04 or 60.01.04 .............................................................................................................................................................653
60.00.05 or 60.01.05 .............................................................................................................................................................663
60.00.06 or 60.01.06..............................................................................................................................................................667
61.WX.YZ error messages ...............................................................................................................................................................668
61.00.00 ....................................................................................................................................................................................668
61.00.01 ....................................................................................................................................................................................669
61.00.06 ....................................................................................................................................................................................669
62.WX.YZ error messages ...............................................................................................................................................................670
62.* errors .................................................................................................................................................................................670
63.WX.YZ error messages ...............................................................................................................................................................670
63.* errors .................................................................................................................................................................................670
63.00.01 ...................................................................................................................................................................................671
63.00.0A ...................................................................................................................................................................................672
63.00.0B ...................................................................................................................................................................................672
63.00.17, 63.00.18, 63.00.19 or 63.00.1A ........................................................................................................................673
63.00.1B ...................................................................................................................................................................................674
63.00.1F ...................................................................................................................................................................................675
63.00.20 ...................................................................................................................................................................................676
63.00.21 ...................................................................................................................................................................................677
63.00.23 ...................................................................................................................................................................................677
63.00.24 ...................................................................................................................................................................................677
63.00.25, 63.00.26, 63.00.27, or 63.00.28 .......................................................................................................................678
63.00.35 ...................................................................................................................................................................................680
63.00.39 ...................................................................................................................................................................................682
63.00.3A ...................................................................................................................................................................................683
63.00.43 ...................................................................................................................................................................................687
63.4D.01....................................................................................................................................................................................689
63.4D.02....................................................................................................................................................................................689
63.53.01 ....................................................................................................................................................................................689
64.WX.YZ error messages ...............................................................................................................................................................690
64.01.01 ....................................................................................................................................................................................690
64.01.02 ....................................................................................................................................................................................691
64.01.03 ....................................................................................................................................................................................691
64.01.04 ....................................................................................................................................................................................692
64.01.05 ....................................................................................................................................................................................692
64.01.06 ....................................................................................................................................................................................693
64.01.07 ....................................................................................................................................................................................693

ix
 64.01.08 ....................................................................................................................................................................................694
64.01.09 ....................................................................................................................................................................................694
64.03.04 ....................................................................................................................................................................................695
65.WX.YZ and 66.WX.YZ error messages .....................................................................................................................................695
65.* errors .................................................................................................................................................................................695
65.00.A1 ....................................................................................................................................................................................695
66.* errors .................................................................................................................................................................................697
65.00.A1 ....................................................................................................................................................................................697
66.40.36 ...................................................................................................................................................................................699
66.40.46 ...................................................................................................................................................................................703
66.40.50 ...................................................................................................................................................................................703
66.40.83 ...................................................................................................................................................................................704
66.60.17 ...................................................................................................................................................................................705
66.60.25 ...................................................................................................................................................................................707
66.60.27 ...................................................................................................................................................................................710
66.60.28 ...................................................................................................................................................................................716
66.60.30 ...................................................................................................................................................................................722
66.60.32 ...................................................................................................................................................................................723
66.80.04 ...................................................................................................................................................................................731
66.80.05 ...................................................................................................................................................................................737
66.80.06 ...................................................................................................................................................................................747
66.80.07 ...................................................................................................................................................................................761
66.80.08 ...................................................................................................................................................................................762
66.80.0A ...................................................................................................................................................................................764
66.80.0B ...................................................................................................................................................................................769
66.80.0C ...................................................................................................................................................................................772
66.80.20 ...................................................................................................................................................................................776
66.80.27 ...................................................................................................................................................................................778
66.80.36 ...................................................................................................................................................................................784
66.80.38 ...................................................................................................................................................................................788
66.80.46 ...................................................................................................................................................................................790
66.90.11 ...................................................................................................................................................................................802
66.90.12 ...................................................................................................................................................................................809
66.90.13 ...................................................................................................................................................................................816
66.90.14 ...................................................................................................................................................................................822
66.90.15 ...................................................................................................................................................................................828
66.90.16 ...................................................................................................................................................................................834
66.90.21 ...................................................................................................................................................................................834
66.90.22 and 66.90.23 ..........................................................................................................................................................837
66.90.43 ...................................................................................................................................................................................841
67.WX.YZ error messages ...............................................................................................................................................................850
67.* error messages................................................................................................................................................................850
67.04.01 ...................................................................................................................................................................................850
67.04.02 ...................................................................................................................................................................................851
67.05.01 and 67.05.02 error ................................................................................................................................................852
70.WX.YZ error messages ...............................................................................................................................................................853
70.* errors .................................................................................................................................................................................853
80.WX.YZ error messages ...............................................................................................................................................................853

x
 80.* errors .................................................................................................................................................................................853
81.WX.YZ error messages ...............................................................................................................................................................854
81.* errors .................................................................................................................................................................................854
82.WX.YZ error messages ...............................................................................................................................................................855
82.* errors .................................................................................................................................................................................855
82.73.45 Disk Successfully cleaned .....................................................................................................................................855
82.73.46, 82.73.47 .................................................................................................................................................................855
90.WX.YZ error messages ...............................................................................................................................................................856
90.* errors .................................................................................................................................................................................856
98.WX.YZ error messages ...............................................................................................................................................................857
98.* errors .................................................................................................................................................................................857
98.00.01 or 98.01.00 Corrupt data in firmware volume ..................................................................................................857
98.00.02 Corrupt data in the solutions volume .................................................................................................................858
98.00.03 Corrupt data in the configuration volume ..........................................................................................................858
98.00.04 Corrupt data in the job data volume ...................................................................................................................859
99.WX.YZ error messages ...............................................................................................................................................................859
99.* errors .................................................................................................................................................................................859
99.00.01 Upgrade not performed file is corrupt ................................................................................................................860
99.00.02 Upgrade not performed timeout during receive ...............................................................................................860
99.00.04 Upgrade not performed timeout during receive ...............................................................................................860
99.00.05 Upgrade not performed timeout during receive ...............................................................................................861
99.00.09 Upgrade canceled by user ....................................................................................................................................861
99.00.10 Upgrade canceled by user ....................................................................................................................................861
99.00.11 Upgrade canceled by user ....................................................................................................................................861
99.00.12 Upgrade not performed the file is invalid ..........................................................................................................862
99.00.13 Upgrade not performed the file is invalid ..........................................................................................................862
99.00.14 Upgrade not performed the file is invalid ..........................................................................................................862
99.00.2x ...................................................................................................................................................................................862
99.01.xx ....................................................................................................................................................................................863
99.02.01 ...................................................................................................................................................................................864
99.02.09 ...................................................................................................................................................................................864
99.07.20 Fax error ...................................................................................................................................................................864
99.07.YZ Firmware install error ............................................................................................................................................864
99.09.61 Unsupported disk ...................................................................................................................................................865
99.09.62 Unknown disk .........................................................................................................................................................865
99.09.63 Incorrect disk ..........................................................................................................................................................866
99.09.64 Disk Nonfunctional ................................................................................................................................................867
99.09.65 Disk data error ........................................................................................................................................................867
99.09.66 No boot device. .......................................................................................................................................................867
99.09.67 Disk is not bootable please download firmware ...............................................................................................868
99.59.62 Unknown Disk .........................................................................................................................................................869
99.59.64 Disk Nonfunctional ................................................................................................................................................870
99.59.66 No Boot Disk ...........................................................................................................................................................870

8 Alphabetical control panel messages.................................................................................................................................................871

Alphabetical messages ....................................................................................................................................................................871
Install Black cartridge ..............................................................................................................................................................871

xi
 Toner Collection Unit Almost Full...........................................................................................................................................874

Index.............................................................................................................................................................................................................875

xii
1 Document last updated

The following is the last time this document was updated:

Last update: July 7, 2022

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-based
Look-up 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 error
[Product] and error code code troubleshooting

● Web-based: Most up-to-date

information available

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

● Use when a printable document is

needed

NOTE: Always refer to the printer service

manual for removal and replacement
procedures

NOTE: For current information, use the

Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

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

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

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

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

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

Control-panel message types 3

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

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

Error codes (types and structure)

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

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

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

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

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

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

Table 4-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

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

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

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

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

trying to process job.

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

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

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

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

or Trusted Platform Module (TPM) notification or
error.

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

error.

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

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

Error code System Component System Error Description

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

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

System Manager, or other component.

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

component.

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

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

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

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

error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

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

Print bar (PageWide) PageWide print system error.

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

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

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.

Error codes (types and structure) 5

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

Error code System Component System Error Description

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

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

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

(engine or accessory), or disk error.

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

5 How to search for printer documentation

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

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

WISE - How to access and use

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

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

Accessing WISE for HP channel partners

Learn how to access WISE if you are an HP Channel Partner.

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

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

How to search for printer documentation 7

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

3. Select Technical Documentation.

4. You will be taken to the WISE portal.

8 Chapter 5 How to search for printer documentation

 Play the video:

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

Accessing WISE for internal HP users

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

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

2. Select Commercial from the drop-down menu.

3. You will be taken to the WISE homepage.

AMS

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

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

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

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

APJ

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

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

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

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

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

Accessing WISE for internal HP users 9

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

EMEA

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

Play the video:

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

Using WISE to search for error codes

Learn how to use WISE to look up error codes.

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

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

Search for error codes using the lookup widget

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

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

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

10 Chapter 5 How to search for printer documentation

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

4. Select the desired topic from the search results.

Search for error codes from the WISE home page

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

Search for error codes from the WISE home page 11

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

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

2. Enter the error code in the search field.

3. Select the desired topic from the search results.

Using WISE to access repair and replace videos for FRUs

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

12 Chapter 5 How to search for printer documentation

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

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

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

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

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

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

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

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

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

Play the video:

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

Perform a model number search using the search function

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

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

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

2. Click the search icon to the right.

14 Chapter 5 How to search for printer documentation

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

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

Play the video:

View a video of how to perform a model number search

Perform a model number search using the search function 15

 6 Printer service information

Last update: July 7, 2022

Service mode PIN number:

HP LaserJet Managed MFP E82540, E82550, E82560: 04082517

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

16 Chapter 6 Printer service information

7 Numerical control panel messages

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

10.WX.YZ error messages

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

Order replacement supplies and install them as necessary. To order parts, go to https://www.hp.com/buy/parts.

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

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

Recommended action
Follow these troubleshooting steps in the order presented.

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

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

1. For toner cartridges:

a. Remove and reinstall the cartridge.

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

Numerical control panel messages 17

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

2. For the transfer kit:

a. Remove and then reinstall the transfer unit.

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

3. For the fuser kit:

a. Remove and then reinstall the fuser.

CAUTION: The fuser might be hot.

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

4. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

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

5. For the document feeder kit:

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

b. Install a new roller kit.

10.00.03 or 10.00.05
Supply memory error

● 10.00.03 Black Cartridge; Supply memory error

● 10.00.05 Black Drum; Supply memory error

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

Recommended action for customers

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

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

Recommended action for call-center agents and onsite technicians

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

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E82540du-E82560du,

E87640-E87660, E87640du-E87660du - 10.0X.03 Supply Memory Error

18 Chapter 7 Numerical control panel messages

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

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

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

3. Upgraded to FW version FutureSmart 4.5.4 or newer.

NOTE: For more information on this error please go to: HP LaserJet Managed MFP E72525-E72535,
E82540-E82560 - 10.00.03, 10.00.05 error on control panel

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

10.00.15 Install Supply

The toner cartridge is not installed or is installed incorrectly.

Recommended action for customers

1. Replace or install the toner cartridge.

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

Part number: W9037-67902 (Toner cartridge)

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

Recommended action for call-center

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

2. Remove and reinstall the toner cartridge and ensure that the latch clicks closed.

Part number: W9037-67902 (Toner cartridge)

3. If the error persists, dispatch an on-site engineer with the part below.

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 and ensure that the latch clicks closed.

3. Check if the toner cartridge or image unit is installed correctly.

10.00.15 Install Supply 19

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

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

Part number: W9037-67902 (Toner cartridge)

4. Check if the CRUM connector of the toner cartridge is connected correctly.

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

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

Part number: W9037-67902 (Toner cartridge)

20 Chapter 7 Numerical control panel messages

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

10.00.25 Wrong cartridge

The toner cartridge is not compatible with the printer.

The CRUM information of the toner cartridge is for a color printer, but this is a monochrome printer.

Recommended action for customers

1. Open the front cover, and then remove the toner cartridge.

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

Part number: W9037-67901

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

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover, and then remove the toner cartridge.

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

Part number: W9037-67901

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

10.00.35 Incompatible <supply>

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

Recommended action for customers

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

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

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

Part number: W9037-67901

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover. Remove the toner cartridge and check for foreign substances on the connector or the
port.

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

10.00.25 Wrong cartridge 21

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

Part number: W9037-67901

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

10.00.60 Toner low

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

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

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

Recommended action for customers

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

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

Part number: W9037-67901

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

Recommended action for call-center agents and onsite technicians

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

Part number: W9037-67901

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

10.00.69 Toner Empty

The black toner cartridge is empty.

The printer cannot draw toner from the toner cartridge.

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

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

Recommended action for customers

1. Replace the toner cartridge indicated.

a. Open the front cover.

b. Remove the toner cartridge.

c. Install the new toner cartridge.

Part number: W9037-67901

22 Chapter 7 Numerical control panel messages

 d. Close the front cover.

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

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

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, the customer must purchase and replace the toner cartridge.

Part number: X3A74-67901

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

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

Part number: JC93-01071A

For instructions: Removal and replacement: Reservoir unit

10.00.70
Printing past very low

The printer indicates when the toner cartridge is very low. The actual remaining supply life might vary. You do not
need to replace the toner cartridge at this time unless the print quality is no longer acceptable. The 10.00.70 is
an event log only message, it will not show on the control panel. The only message to display will be a warning
message <Supply> Printing past very low .

Recommended action for customers

■ If the print quality is no longer acceptable, the customer must order and pay for a new toner cartridge.

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

HP recommends that customers have replacement supplies available to install when the print quality is no
longer acceptable

Recommended action for call-center agents and onsite technicians

IMPORTANT! Please check to see if the following emerging issue pertains to issue the customer is having.

HP LaserJet Managed MFP E82540-E82560 series - "Toner Very Low" message displays prematurely on the
control panel and logs a 10.00.70 code in the Event Log (Emerging Issue)

■ If the print quality is no longer acceptable, the customer must order and pay for a new toner cartridge.

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

HP recommends that customers have replacement supplies available to install when the print quality is no
longer acceptable

Recommended action for call-center agents and onsite technicians 23

 10.00.90 Toner Supply Error
The toner supply in the toner cartridge is malfunctioning. The toner sensor indicates that the toner in the
development unit is insufficient.

The toner sensor indicates that the toner in the development unit is insufficient. There is no toner in the toner
cartridge or the toner reservoir is blocked. A circuit fault such as a fault in the toner supply motor or the toner
sensor occurs.

Recommended action for customers

1. Replace the toner cartridge.

Part number: W9037-67902 (Toner cartridge)

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

Part number: JC93-01088E (Reservoir unit)

2. If the error persists, send a technician to replace the part below.

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. Distribute toner evenly in the cartridge.

a. Open the front cover.

b. Remove the toner cartridge indicated.

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

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

2. If the toner cartridge is damaged, replace the cartridge.

Part number: W9037-67902 (Toner cartridge)

3. If the error persists, check if the toner reservoir is blocked. If the toner reservoir is blocked, clean or replace
the reservoir unit.

Part number: JC93-01088E (Reservoir unit)

For instructions: Removal and replacement: Reservoir unit

4. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

24 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

NOTE: Remove the toner cartridge before starting the test.

b. Run the following test: Toner Dispense Motor 111–0030.

c. If the motor does not function or is broken, replace the motor.

Part number: JC93-01066B (Toner supply motor)

For instructions: Removal and replacement: Toner supply motor See the Repair Service Manual for this
product.

5. If the error persists, replace developer unit.

Part number: JC96-11643A (Developer unit)

10.00.93 Toner Supply Error

The toner supply in the toner cartridge is malfunctioning.

The toner sensor indicates that the toner in the development unit is insufficient, but the toner cartridge is
recently installed (more than 97% of the toner remains).

The seal tape of the toner cartridge might not be removed or the toner reservoir is blocked. A circuit fault such as
a fault in the toner supply motor or the toner sensor occurs.

Recommended action for customers

1. Replace the toner cartridge.

Part number: W9037-67901

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

Recommended action for call-center agents and onsite technicians

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

1. Distribute toner evenly in the cartridge.

a. Open the front cover.

b. Remove the toner cartridge indicated.

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

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

10.00.93 Toner Supply Error 25

 2. If the error persists, check if the toner reservoir is blocked. If the toner reservoir is blocked, clean or replace
the reservoir unit.

Part number: JC93-01071A

For instructions: Removal and replacement: Reservoir unit

3. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

NOTE: Remove the toner cartridge before starting the test.

b. Run the following test: 111-0030 Toner Dispense Motor Black. If the motor does not function or is
broken, replace the motor.

Part number: JC93-01066B

For instructions: Removal and replacement: Toner supply motor See the Repair Service Manual for this
product.

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

Part number: TBD

10.05.15 Drum Unit Not Installed

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

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

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

Part number: X3A74-67902, Imaging drum unit

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

2. Remove and reinstall the imaging drum.

a. Open the right side door.

b. Loosen the thumb screw.

c. Disengage the locking lever.

d. Slide the imaging drum unit out.

3. Check if the imaging drum is installed correctly and that the screw is correctly seated. If the imaging drum is
damaged, replace the image drum unit.

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this product.

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

Recommended action for onsite technicians 27

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

4. Check if the CRUM harness of the imaging drum unit is connected correctly.

a. Check if the CRUM connector of the drum unit is broken or is not seated correctly.

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

Part number: X3A74-67902

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

ii. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

iii. On the Information tab, select Supply Status.

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

28 Chapter 7 Numerical control panel messages

 v. Select the correct Drum Unit.

vi. Press Reset to clear the unit count.

vii. Exit service mode by touching the home button.

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

10.05.25 Invalid drum unit

The imaging drum unit is not compatible with the printer.

The CRUM information of the imaging drum unit is color, but this is a monochrome printer.

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

■ Install an imaging drum unit that is designed for the printer.

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this product.

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

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

10.50.03
Black drum supply memory error.

10.05.25 Invalid drum unit 29

 Recommended action

1. Ensure the black drum is install correctly.

a. Open the front door.

b. Remove the TCU.

c. Remove the drum unit.

d. Check the CRUM connection on the drum to ensure it is not damaged and is secure.

NOTE: The connector has some slight movement (play) when checking it manually.

e. If damaged replace the drum unit.

Part number: X3A74-67902

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

Part number: X3A74-67902

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

Recommended action

1. Ensure the black drum is install correctly.

a. Open the front door.

b. Remove the TCU.

c. Remove the drum unit.

d. Check the CRUM connection on the drum to ensure it is not damaged and is secure.

NOTE: The connector has some slight movement (play) when checking it manually.

e. If damaged replace the drum unit.

Part number: X3A74-67902

2. Check the RJ45 connection inside drum slot on back wall of the printer.

3. If the connector is damaged replace the CRUM PCA.

Part number: JC93-01277A

For instructions: Removal and replacement: CRUM Connector See the Repair Service Manual for this product.

4. If the error persists, replace the drum unit.

Part number: X3A74-67902

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

10.05.35 Invalid drum unit

The imaging unit is not compatible with this printer.

30 Chapter 7 Numerical control panel messages

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

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. Remove the imaging drum unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the imaging drum unit.

i. Open the right side door.

ii. Loosen the thumb screw.

iii. Disengage the locking lever.

iv. Slide the imaging drum unit out.

Recommended action for customers 31

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

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this product.

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

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

10.05.58
Black drum has been replaced.

New Supply has been installed.

■ No action necessary.

This is an information only message.

10.05.59
Use supply has been installed.

The black drum has been replaced with a used supply.

■ No action necessary.

This is an information only message.

10.05.60 Drum unit Low

The imaging unit is approaching the end of its lifespan.

The remaining lifespan of the drum unit is approaching 0%. The image quality might not be acceptable.

32 Chapter 7 Numerical control panel messages

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. Open the front cover and remove the toner collection unit.

2. Remove the imaging drum unit.

a. Open the right side door.

b. Loosen the thumb screw.

c. Disengage the locking lever.

d. Slide the imaging drum unit out.

3. If it is at the end of life, replace the imaging drum unit and developer with a new one.

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this product.

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

Recommended action for customers 33

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

10.05.69, 10.05.70 Drum unit worn

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

The drum unit is past its usable life and needs to be replaced.

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. Open the front cover and remove the toner collection unit.

34 Chapter 7 Numerical control panel messages

 2. Remove the imaging drum unit.

a. Open the right side door.

b. Loosen the thumb screw.

c. Disengage the locking lever.

d. Slide the imaging drum unit out.

3. Replace the drum unit and developer with a new one.

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this product.

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

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

c. On the Information tab, select Supply Status.

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

e. Select the correct Drum Unit.

f. Press Reset to clear the unit count.

g. Exit service mode by touching the home button.

10.23.15 Fuser assembly not installed

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

10.23.15 Fuser assembly not installed 35

 Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

2. If the error persists, check the fuser draw connector for defects or damage.

CAUTION: The fuser might be hot.

If the connector in the printer is damaged, replace the part.

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

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

4. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

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

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

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

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

Recommended action for customers

■ Please contact customer support.

36 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Replace the fuser assembly.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

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

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

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

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

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

10.31.15 Toner collection unit not installed

The toner collection unit (TCU) is almost full.

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

Recommended action for customers

1. Install a new toner collection unit.

a. Open the front cover.

Recommended action for call-center agents and onsite technicians 37

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

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

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

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

3. Remove the toner collection unit.

4. Check the toner collection sensor and sensor fin for damage. If the fin on the TCU is damaged replace the
TCU.

Part number: JC96-11638A

For instructions: Removal and replacement: Toner collection unit

38 Chapter 7 Numerical control panel messages

 Figure 7-1 TCU sensors and fin

5. Check if the toner collection unit sensor and toner full sensor operate correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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

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

Toner collection unit sensor part number: 0604-001393

Toner full sensor part number: JC93-00492A
For instructions: Removal and replacement: Toner-collection-unit sensors See the Repair Service
Manual for this product.

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

Part number: JC96-11638A

For instructions: Removal and replacement: Toner collection unit

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

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

10.31.60, 10.31.69 Toner collection unit full 39

 Recommended action for customers

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com. For all other "Toner Collection Unit Almost Full" messages complete the
following steps.

2. Install a new toner collection unit.

a. Open the front cover.

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

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

d. Close the front cover.

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

Recommended action for call-center agents and onsite technicians

1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com. For all other "Toner Collection Unit Almost Full" messages complete the
following steps.

2. Open the front cover.

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

40 Chapter 7 Numerical control panel messages

4. Remove the toner collection unit.

5. Check the toner collection sensor and sensor fin for damage. If the fin on the TCU is damaged replace the
TCU.

Part number: JC96-11638A

For instructions: Removal and replacement: Toner collection unit

Figure 7-2 TCU sensors and fin

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 41

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

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

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

Toner collection unit sensor part number: 0604-001393

Toner full sensor part number: JC93-00492A
For instructions: Removal and replacement: Toner-collection-unit sensors See the Repair Service
Manual for this product.

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

Part number: JC96-11638A

For instructions: Removal and replacement: Toner collection unit

10.32.60 Developer low

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

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part number: JC93-01071A

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

b. On the Information tab, select Supply Status.

42 Chapter 7 Numerical control panel messages

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

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

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

f. Exit service mode by touching the home button.

10.32.69, 10.32.70 Developer Unit Empty

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

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part number: JC93-01071A

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

b. On the Information tab, select Supply Status.

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

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

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

f. Exit service mode by touching the home button.

10.32.69, 10.32.70 Developer Unit Empty 43

 10.37.15 PTB Not Installed
The paper transfer belt (PTB) is not installed.

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. Check whether the paper transfer belt is installed correctly. Install it if it is not installed.

2. If it is installed correctly, then check whether it is a genuine HP product, and then reinstall it.

3. Replace the paper transfer belt (PTB), and then reset the kit count.

Part number: JC93-01117A

For instructions: Removal and replacement: Paper transfer belt See the Repair Service Manual for this
product.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 04082517.

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

4. If the error persists, replace the HVPS board.

Part number: JC44-00241A

For instructions: Removal and replacement: High-voltage power supply board See the Repair Service Manual
for this product.

10.37.35 Invalid PTB

The paper transfer belt is not compatible with the printer.

The PTB installed in the set is not a genuine HP supply or is otherwise incorrect, or a connection error causes the
information to be read incorrectly.

Recommended action for customers

1. Turn the printer off and then on.

44 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

1. Check whether the paper transfer belt is installed correctly or install if it is not installed.

2. If it is installed, then check whether it is a genuine HP product, and then reinstall it.

3. Replace the paper transfer belt PTB, and then reset the kit count.

Part number: JC93-01117A

For instructions: Removal and replacement: Paper transfer belt See the Repair Service Manual for this
product.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 04082517.

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

4. If the error persists, replace the HVPS board.

Part number: JC44-00241A

For instructions: Removal and replacement: High-voltage power supply board See the Repair Service Manual
for this product.

10.37.60 PTB Low

The paper transfer belt PTB lifespan remaining is within 1% of the value estimated by the usage.

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

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

■ Purchase a new PTB to replace the current one when its lifespan expires.

Part number: JC93-01117A

For instructions: Removal and replacement: Paper transfer belt See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 45

 10.37.69 or 10.37.70 PTB Worn
The paper transfer belt PTB lifespan has reached a value of 0% and has expired.

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

Recommended action for customers

1. Turn the printer off and then on.

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

Recommended action for call-center agents and onsite technicians

1. Replace the PTB.

Part number: JC93-01117A

For instructions: Removal and replacement: Paper transfer belt See the Repair Service Manual for this
product.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service.

NOTE: The service PIN for this printer is 04082517.

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select PTB (Paper Transfer Belt).

d. Select Transfer Belt. Press Reset to clear the PTB count.

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

10.99.40
Transition of at least one non_HP to genuine HP supply.

■ No action necessary.

This is an information only message.

11.WX.YZ error messages

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

46 Chapter 7 Numerical control panel messages

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

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

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

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

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

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

Recommended action for customers 47

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

W Jam location X Sensor or door

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

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

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

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

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) area 1 Output bin full sensor

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

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

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

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

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

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

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

48 Chapter 7 Numerical control panel messages

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

W Jam location X Sensor or door

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

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

13.* errors 49
 Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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

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

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

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

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

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

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

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

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

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

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

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

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

50 Chapter 7 Numerical control panel messages

Table 7-2 Potential values for Y (jam condition) (continued)

Y Jam condition

3 Jam caused by an open door (duplex)

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

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

B Multifeed

C Wrap

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

E Door open

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

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

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

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

13.* errors 51
 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. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

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

Z represents the fuser mode. E Rough

When paper has entered the output bin, Z 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.

52 Chapter 7 Numerical control panel messages

 For more information, refer to the printer User Guide or the HP LaserJet Print Media Guide.

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

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

Recommended action for customers

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Recommended action for call-center agents and onsite technicians 53

 Figure 7-3 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-4 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-5 Open the engine right door

54 Chapter 7 Numerical control panel messages

 Figure 7-6 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-7 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-8 Adjust the DCF tray 4 paper guides

Recommended action for customers 55

 Figure 7-9 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-10 DCF tray 4 paper-height mark

Figure 7-11 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

56 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. If the error persists, contact customer support.

HP LaserJet Dual Cassette Department Feeder (DCF) 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. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-12 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-13 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents 57
 Figure 7-14 Open the engine right door

Figure 7-15 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-16 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

58 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.

Figure 7-17 Adjust the DCF tray 4 paper guides

Figure 7-18 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-19 DCF tray 4 paper-height mark

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents 59
 Figure 7-20 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet Dual Cassette Department Feeder (DCF) 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 location of jammed paper (DCF or engine right door, DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-21 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

60 Chapter 7 Numerical control panel messages

 Figure 7-22 Open the engine right door

Figure 7-23 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

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.

Figure 7-24 Adjust the DCF tray 4 paper guides

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 61
 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-25 DCF tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Test if the same problem occurs again.

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

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

62 Chapter 7 Numerical control panel messages

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

Figure 7-26 HP LaserJet Dual Cassette Department Feeder (DCF) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-27 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

Part number, DCF: Y1F98-67001

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 63
 For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA See the Service Manual for
this product.

11. If the error persists, check the feed motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 101-0140, Tray 4 feed motor.

c. If the feed motor test failed, replace the feed motor.

Part number: JC93-01062A (Drive Feed)

For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

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

Part number, DCF: Y1F98-67001

For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA See the Service Manual for
this product.

12. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

Figure 7-28 Roller hook fixed position

64 Chapter 7 Numerical control panel messages

 Figure 7-29 Releasing the roller by pulling the white plastic tab away from the roller axle

13. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-30 Checking the roller count in the service menu

14. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

15. Replace the tray 4 pickup roller assembly.

Part number, DCF: JC90-01679A

Dual cassette feeder (DCF) pickup units See the Service Manual for this product.

16. If the error persists, contact GBU after JDP log capture.

HP LaserJet 2,000 High Capacity Feeder (HCI) 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.

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

HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for call-center agents 65
 HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E87640-E87660 - 13.A7.A4
jam in 2,000 sheet high capacity input

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-31 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-32 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-33 Open the engine right door

66 Chapter 7 Numerical control panel messages

 Figure 7-34 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-35 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-36 Adjust the DCF tray 4 paper guides

HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for call-center agents 67
 Figure 7-37 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-38 DCF tray 4 paper-height mark

Figure 7-39 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

68 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet 2,000 High Capacity Feeder (HCI) 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.

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

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

jam in 2,000 sheet high capacity input

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-40 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-41 Open the engine right door

HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for onsite technicians 69
 Figure 7-42 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-43 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-44 HCI tray 4 paper-height mark

70 Chapter 7 Numerical control panel messages

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Test if the same problem occurs again.

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

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

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

Figure 7-45 HP LaserJet 2,000 High Capacity Feeder (HCI) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for onsite technicians 71
 Figure 7-46 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

Part number, HCI: JC92-02738B

Removal and replacement: Bottom HCI tray PCA See the Service Manual for this product.

11. If the error persists, check the feed motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

72 Chapter 7 Numerical control panel messages

 b. Run test 101-0140, Tray 4 feed motor.

c. If the feed motor test failed, replace the feed motor.

Part number: JC93-01062A (Drive Feed)

For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

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

Part number, HCI: JC92-02738B

For instructions: Removal and replacement: Bottom HCI tray PCA See the Service Manual for this
product.

12. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

Figure 7-47 Roller hook fixed position

Figure 7-48 Releasing the roller by pulling the white plastic tab away from the roller axle

HP LaserJet 2,000 High Capacity Feeder (HCI) recommended action for onsite technicians 73
 13. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-49 Checking the roller count in the service menu

14. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

15. Replace the tray 4 pickup roller assembly.

Part number, HCI: JC90-01727A

16. If the error persists, contact GBU after JDP log capture.

13.A7.A5
A paper stay jam occurred from Tray 5.

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

Recommended action for customers

1. Check the location of jammed paper.

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

74 Chapter 7 Numerical control panel messages

Figure 7-50 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-51 Open the engine right door

Figure 7-52 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

Recommended action for customers 75

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The arrow on
the guide should line up exactly with the line connected to the paper size designation.

Figure 7-53 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-54 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. If the error persists, contact customer support.

Recommended action for call-center agents

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

1. Check the location of jammed paper.

76 Chapter 7 Numerical control panel messages

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-55 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-56 Open the engine right door

Figure 7-57 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

Recommended action for call-center agents 77

 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.

Figure 7-58 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-59 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

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.

78 Chapter 7 Numerical control panel messages

1. Check the location of jammed paper.

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-60 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-61 Open the engine right door

Figure 7-62 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

Recommended action for onsite technicians 79

 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.

Figure 7-63 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-64 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Test if the same problem occurs again.

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

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

b. Open the following menus:

i. Support Tools

80 Chapter 7 Numerical control panel messages

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

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

Figure 7-65 HP LaserJet Dual Cassette Department Feeder (DCF) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Recommended action for onsite technicians 81

 Figure 7-66 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

DCF part number: Y1F98-67001

For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA See the Service Manual for
this product.

11. If the error persists, check the feed motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

82 Chapter 7 Numerical control panel messages

 vi. Engine Test Routines

b. Run test 101-0150, Tray 5 feed motor.

c. If the feed motor test failed, replace the feed motor.

Part number: JC93-01062A (Drive Feed)

For instructions: Removal and replacement: Bottom HCI tray feed motor See the Service Manual for this
product.

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

Part number, DCF: Y1F98-67001

Part number, 2K HCI: JC92-02738B
For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA DCF: See the Service Manual
for this product.
For instructions: Removal and replacement: Bottom HCI tray PCA HCI: See the Service Manual for this
product.

12. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

Figure 7-67 Roller hook fixed position

Recommended action for onsite technicians 83

 Figure 7-68 Releasing the roller by pulling the white plastic tab away from the roller axle

13. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-69 Checking the roller count in the service menu

14. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

15. Replace the tray 5 pickup roller assembly.

Part number: JC90-01680A

Dual cassette feeder (DCF) pickup units See the Service Manual for this product.

16. If the error persists, contact GBU after JDP log capture.

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

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

84 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-70 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-71 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-72 Open the engine right door

Recommended action for customers 85

 Figure 7-73 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-74 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-75 Adjust the DCF tray 4 paper guides

86 Chapter 7 Numerical control panel messages

 Figure 7-76 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-77 DCF tray 4 paper-height mark

Figure 7-78 HCI tray 4 paper-height mark

Recommended action for customers 87

 5. Close the door and tray. The printer retries to feed paper.

Check if the jam occurs again. If it does occur again, check the event code.

6. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

7. Make sure the printer settings values match the paper (for example, the paper size and type).

8. If the error persists, contact customer support.

Recommended action for call-center agents

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-79 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-80 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

88 Chapter 7 Numerical control panel messages

Figure 7-81 Open the engine right door

Figure 7-82 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-83 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-84 Adjust the DCF tray 4 paper guides

Figure 7-85 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-86 DCF tray 4 paper-height mark

90 Chapter 7 Numerical control panel messages

 Figure 7-87 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet Dual Cassette Department Feeder (DCF) and 2,000 High Capacity Feeder (HCI) 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.

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

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

jam in 2,000 sheet high capacity input

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

HP LaserJet Dual Cassette Department Feeder (DCF) and 2,000 High Capacity Feeder (HCI) recommended action for onsite
technicians 91
 Figure 7-88 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-89 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-90 Open the engine right door

92 Chapter 7 Numerical control panel messages

 Figure 7-91 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-92 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-93 Adjust the DCF tray 4 paper guides

HP LaserJet Dual Cassette Department Feeder (DCF) and 2,000 High Capacity Feeder (HCI) recommended action for onsite
technicians 93
 Figure 7-94 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-95 DCF tray 4 paper-height mark

Figure 7-96 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

94 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Test if the same problem occurs again.

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

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

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

Figure 7-97 HP LaserJet Dual Cassette Department Feeder (DCF) sensor

HP LaserJet Dual Cassette Department Feeder (DCF) and 2,000 High Capacity Feeder (HCI) recommended action for onsite
technicians 95
 Figure 7-98 HP LaserJet 2,000 High Capacity Feeder (HCI) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-99 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

DCF part number: Y1F98-67001

2,000 HCI: JC92-02738B

96 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA DCF: See the Service Manual
for this product.
For instructions: Removal and replacement: Bottom HCI tray PCA HCI: See the Service Manual for this
product.

11. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

Figure 7-100 Roller hook fixed position

Figure 7-101 Releasing the roller by pulling the white plastic tab away from the roller axle

HP LaserJet Dual Cassette Department Feeder (DCF) and 2,000 High Capacity Feeder (HCI) recommended action for onsite
technicians 97
 12. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-102 Checking the roller count in the service menu

13. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

14. Replace the tray 4 pickup roller assembly.

Part number, DCF: JC90-01679A

Part number, 2K HCI: JC90-01727A
Dual cassette feeder (DCF) pickup units DCF: See the Service Manual for this product.

15. Check the DCF feed motor or HCI feed motor.

a. Open the lower right door and run test 101-0140, tray 4 feed motor.

b. Ensure that the feed rollers are rotating.

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

d. If the connection is good, replace the DCF/HCI feed motor.

Part number, DCF: JC93-01135A

Part number, 2K HCI: JC93-00447A
For instructions: Removal and replacement: Dual cassette feeder (DCF) motor See the Service Manual
for this product.

16. If the error persists, contact GBU after JDP log capture.

13.A7.D5
A paper jam occurred from tray 5.

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

98 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the location of jammed paper.

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-103 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-104 Open the engine right door

Figure 7-105 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

Recommended action for customers 99

 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.

Figure 7-106 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-107 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. If the error persists, contact customer support.

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

1. Check the location of jammed paper.

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

100 Chapter 7 Numerical control panel messages

Figure 7-108 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-109 Open the engine right door

Figure 7-110 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents 101
 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.

Figure 7-111 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-112 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet Dual Cassette Department Feeder (DCF) 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.

102 Chapter 7 Numerical control panel messages

1. Check the location of jammed paper.

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-113 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-114 Open the engine right door

Figure 7-115 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 103
 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.

Figure 7-116 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-117 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Test if the same problem occurs again.

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

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

b. Open the following menus:

i. Support Tools

104 Chapter 7 Numerical control panel messages

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

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

Figure 7-118 HP LaserJet Dual Cassette Department Feeder (DCF) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 105
 Figure 7-119 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

DCF part number: Y1F98-67001

For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA See the Service Manual for
this product.

11. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

106 Chapter 7 Numerical control panel messages

 Figure 7-120 Roller hook fixed position

Figure 7-121 Releasing the roller by pulling the white plastic tab away from the roller axle

12. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-122 Checking the roller count in the service menu

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 107
 13. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

14. Replace the tray 5 pickup roller assembly.

Part number: JC90-01680A

Dual cassette feeder (DCF) pickup units See the Service Manual for this product.

15. Check the DCF feed motor or HCI feed motor.

a. Open the lower right door and run test 101-0150, tray 5 feed motor.

b. Ensure that the feed rollers are rotating.

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

d. If the connection is good, replace the DCF/HCI feed motor.

Part number, DCF: JC93-01135A

Part number, HCI: JC93-00447A
For instructions: Removal and replacement: Dual cassette feeder (DCF) motor See the Service Manual
for this product.

16. If the error persists, contact GBU after JDP log capture.

13.A7.FF Paper Jam

Residual paper jam at the tray 3/4 jam detect sensor.

Recommended action for customers

1. Open the dual cassette department feeder (DCF) or high capacity feeder (HCI) right cover.

2. Remove any jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-123 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

108 Chapter 7 Numerical control panel messages

Figure 7-124 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-125 Open the engine right door

Figure 7-126 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Recommended action for customers 109

 Figure 7-127 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-128 Adjust the DCF tray 4 paper guides

Figure 7-129 Adjust the HCI tray 4 paper guides

110 Chapter 7 Numerical control panel messages

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-130 DCF tray 4 paper-height mark

Figure 7-131 HCI tray 4 paper-height mark

5. Close the door and the tray.

6. Turn off and turn on the printer, and then check if the jam occurs again.

7. If the jam occurs again, contact customer support. Provide the agent with the printer event code.

Recommended action for call-center agents

1. Open the dual cassette department feeder (DCF) or high capacity feeder (HCI) right cover.

2. Remove any jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Recommended action for call-center agents 111

 Figure 7-132 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-133 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-134 Open the engine right door

112 Chapter 7 Numerical control panel messages

 Figure 7-135 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-136 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-137 Adjust the DCF tray 4 paper guides

Recommended action for call-center agents 113

 Figure 7-138 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-139 DCF tray 4 paper-height mark

Figure 7-140 HCI tray 4 paper-height mark

5. Close the door and the tray.

114 Chapter 7 Numerical control panel messages

 6. Turn off and turn on the printer, and then check if the jam occurs again.

7. If the jam occurs again, dispatch an onsite technician with the part below:

dispatch an onsite technician with the part below:

DCF tray 4/5 feed sensor, Part number: 0604-001381

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 dual cassette department feeder (DCF) or high capacity feeder (HCI) right cover.

2. Remove any jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-141 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-142 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Recommended action for onsite technicians 115

 Figure 7-143 Open the engine right door

Figure 7-144 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-145 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

116 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.

Figure 7-146 Adjust the DCF tray 4 paper guides

Figure 7-147 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-148 DCF tray 4 paper-height mark

Recommended action for onsite technicians 117

 Figure 7-149 HCI tray 4 paper-height mark

5. Close the door and the tray.

6. Turn off and turn on the printer, and then check if the jam occurs again.

7. If the same error code (13.A7.FF) occurs, check the tray 4/5 feed sensor.

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0320, tray 4/5 feed sensor.

118 Chapter 7 Numerical control panel messages

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

Figure 7-150 HP LaserJet Dual Cassette Department Feeder (DCF) sensor

Figure 7-151 HP LaserJet 2,000 High Capacity Feeder (HCI) sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Recommended action for onsite technicians 119

 Figure 7-152 Test 102-0320, tray 4/5 feed sensor paper status

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

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

Part number: 0604-001381

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

Part number, DCF: Y1F98-67001

Part number, HCI: JC92-02738B
For instructions: Removal and replacement: Dual cassette feeder (DCF) PCA DCF: See the Service Manual
for this product.
For instructions: Removal and replacement: Bottom HCI tray PCA HCI: See the Service Manual for this
product.

8. If a different event code occurs, see the information for that specific event code.

13.A8.A3 Jam in tray 3

A paper stay jam occurred from tray 3.

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

120 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray 3)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-153 Open the engine right door

Figure 7-154 Open tray 3

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.

Figure 7-155 Adjust the tray 3 paper guides

Recommended action for customers 121

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-156 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. If the error persists, contact customer support.

Recommended action for call-center agents

1. Check the location of the jammed paper. (Engine right door; tray 3)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-157 Open the engine right door

122 Chapter 7 Numerical control panel messages

 Figure 7-158 Open tray 3

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.

Figure 7-159 Adjust the tray 3 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-160 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

Recommended action for call-center agents 123

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

Recommended action for onsite technicians

1. Check the location of the jammed paper. (Engine right door; tray 3)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-161 Open the engine right door

Figure 7-162 Open tray 3

124 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.

Figure 7-163 Adjust the tray 3 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-164 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, check the tray 3 feed jam sensor.

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

Recommended action for onsite technicians 125

 b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

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

Figure 7-165 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

126 Chapter 7 Numerical control panel messages

 Figure 7-166 Example tray feed sensor test status

e. If the sensor test fails, check if the wire harness between the tray 3 feed sensor and the sheet feeder
PCA.

f. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

Recommended action for onsite technicians 127

 vi. Engine Test Routines

b. Run test 100-0340, feed motor.

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

12. If the error persists, check that the rollers are hooked in place correctly.

Jams can occur when a roller is not hooked in place correctly.

Figure 7-167 Roller hook fixed position

128 Chapter 7 Numerical control panel messages

 Figure 7-168 Releasing the roller by pulling the white plastic tab away from the roller axle

13. Check if the roller has reached the end of life expectancy by checking the roller count.

Figure 7-169 Checking the roller count in the service menu

14. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

15. Replace the tray 3 pickup and roller assembly.

Part number: JC93-01365A

16. If the error persists, contact GBU after JDP log capture.

13.A8.A4 Jam in tray 4

A paper stay jam occurred from tray 4.

The paper did not leave the tray 3 pickup and feed jam sensor when printing from tray 4.

13.A8.A4 Jam in tray 4 129

 Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray 4)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-170 Open the engine right door

Figure 7-171 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-172 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

130 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.

Figure 7-173 Adjust the tray 4 paper guides

Figure 7-174 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-175 DCF tray 4 paper-height mark

Recommended action for customers 131

 Figure 7-176 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

1. Check the location of the jammed paper. (Engine right door; tray 4)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-177 Open the engine right door

132 Chapter 7 Numerical control panel messages

 Figure 7-178 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-179 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-180 Adjust the tray 4 paper guides

Recommended action for call-center agents 133

 Figure 7-181 Adjust the HCI Tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-182 DCF tray 4 paper-height mark

Figure 7-183 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

134 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

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 location of the jammed paper. (Engine right door; tray 4)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-184 Open the engine right door

Figure 7-185 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Recommended action for onsite technicians 135

 Figure 7-186 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-187 Adjust the tray 4 paper guides

Figure 7-188 Adjust the HCI Tray 4 paper guides

136 Chapter 7 Numerical control panel messages

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-189 DCF tray 4 paper-height mark

Figure 7-190 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, check the tray 3 feed jam sensor.

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

b. Open the following menus:

i. Support Tools

Recommended action for onsite technicians 137

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

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

Figure 7-191 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

138 Chapter 7 Numerical control panel messages

 Figure 7-192 Example tray feed sensor test status

e. If the sensor test fails, check if the wire harness between the tray 3 feed sensor and the sheet feeder
PCA.

f. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

Recommended action for onsite technicians 139

 vi. Engine Test Routines

b. Run test 101-0140, Tray 4 feed motor.

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

12. If the error persists, contact GBU after JDP log capture.

13.A8.A5 Jam in tray 5

A paper stay jam occurred from tray 5.

The paper did not leave the tray 3 pickup and feed jam sensor when printing from tray 5.

Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray 5)

Figure 7-193 Tray 5 Jam access

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

140 Chapter 7 Numerical control panel messages

 Figure 7-194 Open the engine right door

Figure 7-195 Open tray 5

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.

Figure 7-196 Adjust the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper guides

Recommended action for customers 141

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-197 HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

1. Check the location of the jammed paper. (Engine right door; tray 5)

Figure 7-198 Tray 5 Jam access

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

142 Chapter 7 Numerical control panel messages

 Figure 7-199 Open the engine right door

Figure 7-200 Open tray 5

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.

Figure 7-201 Adjust the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper guides

Recommended action for call-center agents 143

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-202 HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

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 location of the jammed paper. (Engine right door; tray 5)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-203 Open the engine right door

144 Chapter 7 Numerical control panel messages

 Figure 7-204 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

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.

Figure 7-205 Adjust the tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-206 DCF tray 5 paper-height mark

Recommended action for onsite technicians 145

 5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, check the tray 3 feed jam sensor.

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

146 Chapter 7 Numerical control panel messages

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

Figure 7-207 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-208 Example tray feed sensor test status

e. If the sensor test fails, check if the wire harness between the tray 3 feed sensor and the sheet feeder
PCA.

f. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

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

Part number, E825 z and dn bundle: JC82-00542A

Recommended action for onsite technicians 147

 Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 101-0150, Tray 5 feed motor.

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

12. If the error persists, contact GBU after JDP log capture.

13.A8.A6 Jam in tray 6

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

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

Recommended action for customers

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

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

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

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

148 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

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

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

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

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

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

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

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

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

Pickup roller part number: JC93-01092A

Feed roller part number: JC66-04606A

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

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

Recommended action for call-center agents and onsite technicians 149

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

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

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

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

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor See the Repair Service Manual
for this product.

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

Part number: JC92-02958A

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

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

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

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

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

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: Feed/MP drive unit See the Repair Service Manual for this
product.

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

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

a. Open the following menus:

● Support Tools

150 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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

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

Feed motor part number: JC93-01083A

For instructions: Removal and replacement: Side HCI feed motor See the Repair Service Manual for this
product.
Gear drive assembly part number: JC66-04294A

13.A8.D3 Jam in tray 3

A paper jam occurred from tray 3.

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

Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray 3)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-209 Open the engine right door

13.A8.D3 Jam in tray 3 151

 Figure 7-210 Open tray 3

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.

Figure 7-211 Adjust the tray 3 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-212 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

152 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. If the error persists, contact customer support.

Recommended action for call-center agents

1. Check the location of the jammed paper. (Engine right door; tray 3)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-213 Open the engine right door

Figure 7-214 Open tray 3

Recommended action for call-center agents 153

 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.

Figure 7-215 Adjust the tray 3 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-216 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

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

Tray 2-x rollers, Part number: X3A92-67917

Recommended action for onsite technicians

1. Check the location of the jammed paper. (Engine right door; tray 3)

154 Chapter 7 Numerical control panel messages

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-217 Open the engine right door

Figure 7-218 Open tray 3

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.

Figure 7-219 Adjust the tray 3 paper guides

Recommended action for onsite technicians 155

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-220 Tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

156 Chapter 7 Numerical control panel messages

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

Figure 7-221 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-222 Example tray feed sensor test status

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

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

g. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 2 (pickup unit 2) See the Service Manual for
this product.

Recommended action for onsite technicians 157

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

11. Check the tray 3 pickup and feed rollers.

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

b. Check if the pickup/reverse/forward rollers are assembled correctly.

Figure 7-223 Roller hook fixed position

Figure 7-224 Releasing the roller by pulling the white plastic tab away from the roller axle

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

158 Chapter 7 Numerical control panel messages

 d. Check the count of the rollers from the service menu.

Figure 7-225 Checking the roller count in the service menu

e. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

f. Replace the tray 3 pickup and roller assembly.

Part number: JC93-01365A

12. Check the tray 3 pickup drive unit.

a. Remove tray 3.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 100-0380, tray 3 pickup motor. Listen for the tray 3 motor opening and ensure that the
pickup roller is rotating freely.

d. If the tray 3 motor does not function correctly, check the wire harness connection of the tray 3 pickup
drive unit.

e. If the tray 3 wire harness has no defects, replace the tray 3 pickup motor or pickup drive unit.

Part number, pickup motor: JC31-00009C

Recommended action for onsite technicians 159

 Part number, pickup drive: JC93-01063C
For instuctions: Removal and replacement: Pickup drive (Tray 3) or motor See the Service Manual for
this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 100-0340, feed motor, and listen for the motor to operate.

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

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

14. If the error persists, contact GBU after JDP log capture.

13.A8.D4 Jam in tray 4

A paper jam occurred from tray 4.

The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 4.

Recommended action for customers

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

160 Chapter 7 Numerical control panel messages

Figure 7-226 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-227 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-228 Open the engine right door

Recommended action for customers 161

 Figure 7-229 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-230 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-231 Adjust the DCF tray 4 paper guides

162 Chapter 7 Numerical control panel messages

 Figure 7-232 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-233 DCF tray 4 paper-height mark

Figure 7-234 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

Recommended action for customers 163

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, contact customer support.

Recommended action for call-center agents

1. Check the location of jammed paper (HCI/DCF or engine right door, HCI/DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-235 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-236 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

164 Chapter 7 Numerical control panel messages

Figure 7-237 Open the engine right door

Figure 7-238 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-239 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

Recommended action for call-center agents 165

 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.

Figure 7-240 Adjust the DCF tray 4 paper guides

Figure 7-241 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-242 DCF tray 4 paper-height mark

166 Chapter 7 Numerical control panel messages

 Figure 7-243 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet Dual Cassette Department Feeder (DCF) 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 location of jammed paper (DCF or engine right door, DCF tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 167
 Figure 7-244 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-245 Open the engine right door

Figure 7-246 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

168 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.

Figure 7-247 Adjust the DCF tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-248 DCF tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. Print the job and check if the jam occurs again.

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

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 169
 b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

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

Figure 7-249 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

170 Chapter 7 Numerical control panel messages

 Figure 7-250 Example tray feed sensor test status

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

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

g. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 2 (pickup unit 2) See the Service Manual for
this product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

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

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 171
 b. Check if the pickup/reverse/forward rollers are assembled correctly.

Figure 7-251 Roller hook fixed position

Figure 7-252 Releasing the roller by pulling the white plastic tab away from the roller axle

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

172 Chapter 7 Numerical control panel messages

 d. Check the count of the rollers from the service menu.

Figure 7-253 Checking the roller count in the service menu

e. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

f. Replace the tray 4 pickup roller assembly.

Part number, DCF: JC90-01679A

Dual cassette feeder (DCF) pickup units See the Service Manual for this product.

13. Check the tray 4 pickup drive unit.

a. Remove tray 4.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 100-0380, tray 4 pickup motor. Listen for the tray 4 motor opening and ensure that the
pickup roller is rotating freely.

d. If the tray 4 motor does not function correctly, check the wire harness connection of the tray 4 pickup
drive unit.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 173
 e. If the tray 4 wire harness has no defects, replace the tray 4 pickup motor or pickup drive unit.

Part number, pickup motor: JC93-01083A

Part number, pickup drive, DCF: JC93-01063C
For instuctions: Removal and replacement: Dual cassette feeder (DCF) pickup motor See the Service
Manual for this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 101-0340, feed motor, and listen for the motor to operate.

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

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

15. If the error persists, contact GBU after JDP log capture.

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

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

1. Check the location of jammed paper (HCI or engine right door, HCI tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

174 Chapter 7 Numerical control panel messages

 Figure 7-254 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder right cover

Figure 7-255 Open the engine right door

Figure 7-256 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and onsite technicians 175
 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.

Figure 7-257 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-258 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. Print the job and check if the jam occurs again.

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

176 Chapter 7 Numerical control panel messages

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

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

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

Figure 7-259 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and onsite technicians 177
 Figure 7-260 Example tray feed sensor test status

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

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

g. If the wire harness is good, replace the tray 3 feed sensor.

Part number: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 2 (pickup unit 2) See the Service Manual for
this product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

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

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

178 Chapter 7 Numerical control panel messages

 b. Check if the pickup/reverse/forward rollers are assembled correctly.

Figure 7-261 Roller hook fixed position

Figure 7-262 Releasing the roller by pulling the white plastic tab away from the roller axle

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

HP LaserJet 2,000 sheet Feeder (HCI) recommended action for call-center agents and onsite technicians 179
 d. Check the count of the rollers from the service menu.

Figure 7-263 Checking the roller count in the service menu

e. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

f. Replace the tray 4 pickup roller assembly.

Part number, HCI: JC90-01727A

13. Check the tray 4 pickup drive unit.

a. Remove tray 4.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 100-0380, tray 4 pickup motor. Listen for the tray 4 motor opening and ensure that the
pickup roller is rotating freely.

d. If the tray 4 motor does not function correctly, check the wire harness connection of the tray 4 pickup
drive unit.

e. If the tray 4 wire harness has no defects, replace the tray 4 pickup motor or pickup drive unit.

Part number, pickup motor: JC93-01083A

180 Chapter 7 Numerical control panel messages

 Part number, pickup drive, HCI: JC93-01115A
For instuctions: Removal and replacement: Dual cassette feeder (DCF) pickup motor See the Service
Manual for this product.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 101-0340, feed motor, and listen for the motor to operate.

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

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

15. If the error persists, contact GBU after JDP log capture.

13.A8.D5 Jam in tray 5

A paper jam occurred from tray 5.

The paper did not reach the tray 3 pickup feed jam detection sensor when printing from tray 5.

Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray 5)

Figure 7-264 Tray 5 Jam access

13.A8.D5 Jam in tray 5 181

 2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-265 Open the engine right door

Figure 7-266 Open tray 5

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.

Figure 7-267 Adjust the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper guides

182 Chapter 7 Numerical control panel messages

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-268 HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

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

1. Check the location of the jammed paper. (Engine right door; tray 5)

Figure 7-269 Tray 5 Jam access

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for call-center agents 183
 Figure 7-270 Open the engine right door

Figure 7-271 Open tray 5

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.

Figure 7-272 Adjust the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper guides

184 Chapter 7 Numerical control panel messages

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-273 HP LaserJet Dual Cassette Department Feeder (DCF) tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

HP LaserJet Dual Cassette Department Feeder (DCF) 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 location of jammed paper.

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 185
 Figure 7-274 Open the HP LaserJet Dual Cassette Department Feeder (DCF) right cover

Figure 7-275 Open the engine right door

Figure 7-276 Open the HP LaserJet Dual Cassette Department Feeder (DCF) tray 5

186 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.

Figure 7-277 Adjust the DCF tray 5 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-278 DCF tray 5 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 187
 b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102–0300, tray 3 feed sensor.

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

Figure 7-279 Check the tray 3 feed sensor

If there is no paper, then the status will be Low. If there is paper, then it will be High.

188 Chapter 7 Numerical control panel messages

 Figure 7-280 Example tray feed sensor paper status

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

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

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

Part number: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 2 (pickup unit 2) See the Service Manual for
this product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

11. Check the tray 3 pickup and feed rollers.

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

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 189
 b. Check if the pickup/reverse/forward rollers are assembled correctly.

Figure 7-281 Roller hook fixed position

Figure 7-282 Releasing the roller by pulling the white plastic tab away from the roller axle

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

190 Chapter 7 Numerical control panel messages

 d. Check the count of the rollers from the service menu.

Figure 7-283 Checking the roller count in the service menu

e. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A83-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

f. Replace the tray 5 pickup roller assembly.

Part number: JC90-01680A

Dual cassette feeder (DCF) pickup units See the Service Manual for this product.

12. Check the tray 5 pickup drive unit.

a. Remove tray 5.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 100-0380, tray 5 pick-up motor. Listen for the tray 5 motor opening and ensure that the
pickup roller is rotating freely.

d. If the tray 5 motor does not function correctly, check the wire harness connection of the tray 5 pickup
drive unit.

HP LaserJet Dual Cassette Department Feeder (DCF) recommended action for onsite technicians 191
 e. If the tray 5 wire harness has no defects, replace the tray 5 pickup motor or pickup drive unit.

Part number, pickup motor: JC93-01083A

Part number, DCF pickup drive: JC93-01063C

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

a. Open the lower right door.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 100-0340, feed motor. Listen for the motor to operate.

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

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

Part number, feed motor: JC31-00132A

Part number, feed drive assembly: JC93-01062A
For instructions: Removal and replacement: Feed/Tray 1 drive unit See the Service Manual for this
product.

14. If the error persists, contact GBU after JDP log capture.

13.A8.D6 Jam in tray 6

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

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

Recommended action for customers

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

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

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

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

192 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

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

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

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

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

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

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

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

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

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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

Recommended action for call-center agents and onsite technicians 193

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

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

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

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor See the Repair Service Manual
for this product.

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

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

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

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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

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

Part number: JC31-01083A

For instructions: Removal and replacement: Side HCI pickup motor See the Repair Service Manual for
this product.

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

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

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

194 Chapter 7 Numerical control panel messages

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

Part number: JC31-00163A

For instructions: Removal and replacement: Side HCI feed motor See the Repair Service Manual for this
product.

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

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

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

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

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: Feed/MP drive unit See the Repair Service Manual for this
product.

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

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

Figure 7-284 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

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

13.A8.FF 195
 Recommended action for call-center agents

1. Open the right door. Remove any jammed paper from the area.

Figure 7-285 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

4. If the error persists, dispatch an onsite technician with the following parts.

Tray 3 feed sensor, Part number: 0604-001490

Main board PCA, Part number: E825z, dn: JC82-00542AE825du: 5CM58-67001

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper from the area.

Figure 7-286 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

4. If the error occurs again, check the tray 3 pickup and feed jam detect sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

196 Chapter 7 Numerical control panel messages

 iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0293, Tray 3 Feed Sensor.

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

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-287 Example tray feed sensor paper status

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

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

Recommended action for onsite technicians 197

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

Part number: 0604-001490

For instructions: Removal and replacement: Pickup unit 2 prefeed sensor See the Service Manual for
this product.

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

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

5. If the error persists, contact GBU after JDP log capture.

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

The paper did not leave the registration sensor when printing from tray X.

● 13.B2.A1 Stay jam when printing from tray 1

● 13.B2.A2 Stay jam when printing from tray 2

● 13.B2.A3 Stay jam when printing from tray 3

● 13.B2.A4 Stay jam when printing from tray 4

● 13.B2.A5 Stay jam when printing from tray 5

● 13.B2.A6 Stay jam when printing from tray 6

● 13.B2.AD Stay jam when printing from the duplexer

Recommended action for customers

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

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-288 Open the engine right door

198 Chapter 7 Numerical control panel messages

 Figure 7-289 Open 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.

Figure 7-290 Adjust the tray paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-291 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

Recommended action for customers 199

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

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

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-292 Open the engine right door

Figure 7-293 Open the tray

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.

Figure 7-294 Adjust the tray paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-295 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

Recommended action for call-center agents 201

 Recommended action for onsite technicians

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

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-296 Open the engine right door

Figure 7-297 Open 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.

Figure 7-298 Adjust the tray paper guides

202 Chapter 7 Numerical control panel messages

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-299 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, check the registration jam sensor.

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

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, registration sensor.

Recommended action for onsite technicians 203

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

If there is no paper, then the status will be Low. If there is paper, then it will be High.

Figure 7-300 Example tray feed sensor paper status

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

f. If the wire harness is good, replace the registration sensor.

Part number: 0604-001490

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

Part number, E825 z and dn bundle: JC82-00542A

204 Chapter 7 Numerical control panel messages

 Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

11. If the sensor test passes or the error persists after checking the sensor and cabling, check the registration
motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the test 102-0410, registration motor.

c. If the feed motor test fails, replace the registration motor.

Part number: JC31-00132A

For instructions: Removal and replacement: Registration assembly See the Service Manual for this
product.

d. If the registration motor has been replaced and the motor still does not function correctly, replace the
main board PCA.

Part number, E825 z and dn bundle: JC82-00542A

Part number, E825 du bundle: 5CM58-67001
For instructions: Removal and replacement: Main board See the Service Manual for this product.

12. If the registration motor test passes or the error persists after checking the registration motor and cabling,
check the fuser motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run the test 109-0034, fuser motor ready.

Recommended action for onsite technicians 205

 c. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser unit See the Service Manual for this product.

d. If the motor test fails, check the cabling between the fuser motor and the main board PCA.

e. If the cabling is good, replace the fuser drive unit.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit See the Service Manual for this
product.

13. If the jam occurred because of multiple sheets, check the pickup rollers of the cassette being used.

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

b. Check if the pickup/reverse/forward rollers are assembled correctly. Make sure the rollers are hooked
in the correct way.

Figure 7-301 Roller hook fixed position

Figure 7-302 Releasing the roller by pulling the white plastic tab away from the roller axle

206 Chapter 7 Numerical control panel messages

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

d. Check the count of the rollers from the service menu.

Figure 7-303 Checking the roller count in the service menu

e. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Trays 2–x pick, feed, and separation rollers See the Service
Manual for this product.

14. Replace the tray 2-x pickup roller assembly.

Part number:

● Tray 1: JC90-01629B

● Tray 2: JC93-01364A

● Tray 3: JC93-01365A

● Tray 4 (DCF): JC90-01679A

● Tray 4 (HCI): JC90-01727A

● Tray 5 (second DCF): JC90-01680A

15. If the error persists, contact GBU after JDP log capture.

13.B2.D1 Jam in tray 1

The paper did not reach the registration sensor when printing from tray 1 (MP tray).

Recommended action for customers

1. Remove any jammed paper from tray 1.

13.B2.D1 Jam in tray 1 207

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

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

Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
Figure 7-304 Open the engine right door

4. Turn the printer off, and then on. If the error persists, check the tray 1 paper settings. Make sure the paper
settings are correct.

5. Check the paper quality and humidity. Ensure that a good-quality paper is being used that meets
specifications. Open a new bag of paper to test printing.

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

Recommended action for customers

1. Remove any jammed paper from tray 1.

208 Chapter 7 Numerical control panel messages

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

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

Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
Figure 7-305 Open the engine right door

4. Turn the printer off, and then on. If the error persists, check the tray 1 paper settings. Make sure the paper
settings are correct.

5. Check the paper quality and humidity. Ensure that a good-quality paper is being used that meets
specifications. Open a new bag of paper to test printing.

6. If the error persists, dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

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. Remove any jammed paper from tray 1.

Recommended action for onsite technicians 209

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

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

Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
Figure 7-306 Open the engine right door

4. Turn the printer off, and then on. If the error persists, check the tray 1 paper settings. Make sure the paper
settings are correct.

5. Check the paper quality and humidity. Ensure that a good-quality paper is being used that meets
specifications.

6. Test the printer paper path from tray 2 with high-quality paper.

7. If tray 2 fails, check the registration sensor. If tray 2 passes, skip to the step to check the tray 1 (MP)
solenoid.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

210 Chapter 7 Numerical control panel messages

 v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0360, Registration Sensor.

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

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

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

e. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Service Manual for
this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Service Manual for this
product.

8. Check if the tray 1 (MP tray) solenoid operates correctly.

a. Make sure that tray 1 is open.

b. Run test 101-0271, MP Solenoid. Watch for the pickup rollers to move when the solenoid is actuated.

c. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.

d. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

For instructions: Removal and replacement: MP tray solenoid See the Service Manual for this product.

9. Check the tray 1 drive unit.

a. Open the right door and run test 100–0420, Tray 1 Feed Motor.

Recommended action for onsite technicians 211

 b. Verify the motor is running by viewing the shaft in the following image.

c. Run test 101-0270, MP Clutch, and verify the clutch is good by viewing the gear rotate in the following
image.

d. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.

e. If the connection is good, replace the feed drive motor, feed drive clutch, or the feed drive unit for tray
1 as needed.

Feed drive motor part number: JC31-00132A

Feed drive clutch part number: JC47-00037A
Feed drive unit part number: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Service Manual for this product.

10. If the jam persists, check the tray 1 pick-up and feed rollers.

212 Chapter 7 Numerical control panel messages

 a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for contamination, wear, damage, or paper dust.

c. Check if the pickup/reverse/forward rollers are assembled correctly. Check for the hook in particular.

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

e. If the same jam occurs, replace the defective roller with a new one.

Part number: X3A92-67918

For instructions: Removal and replacement: MP tray rollers See the Service Manual for this product.

11. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.B2.D2 Jam in tray 2

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

13.B2.D2 Jam in tray 2 213

 Recommended action for customers

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

Figure 7-307 Open the engine right door

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

3. Open tray 2 and remove any jammed paper found.

Figure 7-308 Open tray 2

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.

Figure 7-309 Adjust the tray 2 paper guides

214 Chapter 7 Numerical control panel messages

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

Figure 7-310 Tray 2 paper-height mark

6. Turn the printer off, and then on. If the error persists, check the tray 2 paper settings and ensure the paper
settings are correct.

7. Check the paper quality and humidity. Make sure a good-quality paper is being used and meets
specifications. Open a new bag of paper to test printing.

8. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint-free cloth.

Figure 7-311 Check the tray 2 pickup and feed rollers

9. Test printing to check whether the same paper jam occurs.

10. If the error persists, contact customer support.

Recommended action for customers 215

 Recommended action for call-center agents

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

Figure 7-312 Open the engine right door

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

3. Open tray 2 and remove any jammed paper found.

Figure 7-313 Open tray 2

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.

Figure 7-314 Adjust the tray 2 paper guides

216 Chapter 7 Numerical control panel messages

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

Figure 7-315 Tray 2 paper-height mark

6. Turn the printer off, and then on. If the error persists, check the tray 2 paper settings and ensure the paper
settings are correct.

7. Check the paper quality and humidity. Make sure a good-quality paper is being used and meets
specifications. Open a new bag of paper to test printing.

8. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp,
lint-free cloth.

Figure 7-316 Check the tray 2 pickup and feed rollers

9. Test printing to check whether the same paper jam occurs.

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

Tray 2-x rollers, Part number: X3A92-67917

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.

Recommended action for onsite technicians 217

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

Figure 7-317 Open the engine right door

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

3. Open tray 2 and remove any jammed paper found.

Figure 7-318 Open tray 2

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.

Figure 7-319 Adjust the tray 2 paper guides

218 Chapter 7 Numerical control panel messages

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

Figure 7-320 Tray 2 paper-height mark

6. Turn the printer off, and then on. If the error persists, check the tray 2 paper settings and ensure the paper
settings are correct.

7. Check the paper quality and humidity. Make sure a good-quality paper is being used and meets
specifications. Open a new bag of paper to test printing.

8. Check the tray 2 pickup and feed rollers.

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

b. Check if the pickup/reverse/forward rollers are assembled correctly.

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

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

Part number: X3A92-67917

For instructions: Removal and replacement: Trays 2–x pick, feed, and separation rollers See the Service
Manual for this product.

9. If the error persists, check if the tray 2 pickup is functioning correctly.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0292, pre feed 2 sensor.

Recommended action for onsite technicians 219

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

d. Remove tray 2.

e. Run test 100-0370, tray 2 pick-up motor. Look inside the tray 2 opening and ensure that the pickup
roller is rotating freely.

f. If the tray 2 pre-feed sensor and tray 2 pickup motor function correctly in the tests, replace the tray 2
pickup unit.

NOTE: Tray 2 pickup unit (main pickup 1st) includes the tray 2 pre-feed sensor (0604-001490).

Part number, tray 2 pickup unit (main pickup 1st): JC93-01364A

g. If the pre-feed sensor does not function correctly in the test, replace the sensor.

NOTE: Before replacing the part, ensure the wire connection to the sensor and main board are good.

Part number, tray 2 pre-feed sensor: 0604-001490

For instructions: Removal and replacement: Prefeed sensor (pickup unit 1) See the Service Manual for
this product.

h. If the tray 2 pickup motor does not function correctly in the test, check the wire harness connection of
tray 2 pickup drive unit.

i. If the tray 2 pickup drive unit wire harness has no defects, replace the tray 2 pickup motor or pickup
drive unit.

NOTE: The pickup drive unit (JC93-01063C) includes the pickup motor (JC93-01083A).

Part number, pickup motor: JC93-01083A

Part number, pickup drive: JC93-01063C
For instructions: Removal and replacement: Pickup drive unit 1 (Tray 2) See the Service Manual for this
product.

10. If the error persists, contact GBU with information such as the JDP log and reports.

13.B2.D3 Jam in tray 3

The paper did not reach the registration sensor when printing from tray 3.

220 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the location of jammed paper (Engine right door, tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-321 Open the engine right door

Figure 7-322 Open tray 3

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.

Figure 7-323 Check the tray 3 paper guides

Recommended action for customers 221

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

Figure 7-324 Check the tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

1. Check the location of jammed paper (Engine right door, tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-325 Open the engine right door

222 Chapter 7 Numerical control panel messages

 Figure 7-326 Open tray 3

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.

Figure 7-327 Check the tray 3 paper guides

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

Figure 7-328 Check the tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

Recommended action for call-center agents 223

 7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

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 location of jammed paper (Engine right door, tray).

2. Remove any jammed paper from the area. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-329 Open the engine right door

Figure 7-330 Open tray 3

224 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.

Figure 7-331 Check the tray 3 paper guides

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

Figure 7-332 Check the tray 3 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

a. Open the following menus:

i. Support Tools

Recommended action for onsite technicians 225

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0360, Registration Sensor.

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

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

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

e. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Service Manual for
this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Service Manual for this
product.

11. Check the tray 3 pickup and feed rollers.

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

226 Chapter 7 Numerical control panel messages

b. Check if the pickup/reverse/forward rollers are assembled correctly.

Figure 7-333 Roller hook fixed position

Figure 7-334 Releasing the roller by pulling the white plastic tab away from the roller axle

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

Recommended action for onsite technicians 227

 d. Check the count of the rollers from the service menu.

Figure 7-335 Checking the roller count in the service menu

e. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

12. If the error persists, check if the tray 3 pickup is functioning correctly.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0301, pre feed 3 sensor.

228 Chapter 7 Numerical control panel messages

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

If there is no paper, then the status will be Low. If there is paper, then it will be High.

d. Remove tray 3.

e. Run test 100-0380, tray 3 pick-up motor. Look inside the tray 3 opening and ensure that the pickup
roller is rotating freely.

f. If the tray 3 pre-feed sensor and tray 3 pickup motor function correctly in the test, replace the tray 3
pickup unit.

NOTE: Tray 3 pickup unit (main pickup 2nd) includes the tray 3 pre-feed sensor (0604-001490).

Part number, tray 3 pickup unit (main pickup 2nd): JC93-01365A

g. If the pre-feed sensor does not function correctly in the test, replace the sensor.

NOTE: Before replacing the part, ensure the wire connection to the sensor and main board are good.

Part number, tray 3 pre-feed sensor: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 2 (pickup unit 2) See the Service Manual for
this product.

h. If the tray 3 pickup motor does not function correctly in the test, check the wire harness connection of
tray 3 pickup drive unit.

i. If the tray 3 pickup drive unit wire harness has no defects, replace the tray 3 pickup motor or pickup
drive unit.

NOTE: Pickup drive unit (JC93-01063C) includes the pickup motor (JC31-00009C).

Pickup motor part number: JC31-00009C

Pickup drive part number: JC93-01063C
For instructions: Removal and replacement: Pickup drive unit 2 See the Repair Service Manual for this
product.

13. Check the feed drive unit.

a. Open the right door and run test 100-0340, feed motor.

Recommended action for onsite technicians 229

 b. Verify the motor is running by viewing the shaft in the following image.

c. If the motor does not function, check if the wiring harness is connected correctly.

d. If the connection is good, replace the feed drive motor or the feed drive unit.

Feed drive motor part number: JC31-00132A

Feed drive unit part number: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Service Manual for this product.

14. If the error persists, contact GBU with information such as the JDP log and reports.

13.B2.D4
A paper jam occurred from tray 4.

The paper failed to reach the tray registration jam detection sensor when feeding from tray 4.

Recommended action for customers

1. Check the location of the jammed paper. (Engine right door; tray)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-336 Open the engine right door

230 Chapter 7 Numerical control panel messages

 Figure 7-337 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-338 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-339 Adjust the DCF tray 4 paper guides

Recommended action for customers 231

 Figure 7-340 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-341 DCF tray 4 paper-height mark

Figure 7-342 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

232 Chapter 7 Numerical control panel messages

 6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

1. Check the location of the jammed paper. (Engine right door; tray)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-343 Open the engine right door

Figure 7-344 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Recommended action for call-center agents 233

 Figure 7-345 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

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.

Figure 7-346 Adjust the DCF tray 4 paper guides

Figure 7-347 Adjust the HCI tray 4 paper guides

234 Chapter 7 Numerical control panel messages

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-348 DCF tray 4 paper-height mark

Figure 7-349 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Tray 2-x rollers, Part number: X3A92-67917

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.

Recommended action for onsite technicians 235

 1. Check the location of the jammed paper. (Engine right door; tray)

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-350 Open the engine right door

Figure 7-351 Open HP LaserJet Dual Cassette Department Feeder (DCF) tray 4

Figure 7-352 Open the HP LaserJet 2000 High Capacity Input (HCI) feeder tray 4

236 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.

Figure 7-353 Adjust the DCF tray 4 paper guides

Figure 7-354 Adjust the HCI tray 4 paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-355 DCF tray 4 paper-height mark

Recommended action for onsite technicians 237

 Figure 7-356 HCI tray 4 paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0360, registration sensor.

238 Chapter 7 Numerical control panel messages

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

If there is no paper, then the status will be Low. If there is paper, then it will be High.

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

e. If the wire harness is good, replace the registration sensor or registration assembly.

Part number, registration sensor: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Service Manual for
this product.
Part number, registration assembly: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Service Manual for this
product.

11. Check the tray 2 pickup and feed rollers.

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

b. Check if the pickup/reverse/forward rollers are assembled correctly. Make sure the rollers are hooked
in the correct way.

Figure 7-357 Roller hook fixed position

Recommended action for onsite technicians 239

 Figure 7-358 Releasing the roller by pulling the white plastic tab away from the roller axle

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

d. Check the count of the rollers from the service menu.

Figure 7-359 Checking the roller count in the service menu

e. Replace the pickup and feed rollers.

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Service Manual for this product.

12. If the error persists, check if the tray 4 pickup is functioning correctly.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

240 Chapter 7 Numerical control panel messages

 iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0321, pre feed 4 sensor.

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

If there is no paper, then the status will be Low. If there is paper, then it will be High.

d. Remove tray 4.

e. Run test 100-0390, tray 4 pick-up motor. Look inside the tray 4 opening and ensure that the pickup
roller is rotating freely.

f. If the tray 4 pre-feed sensor and tray 4 pickup motor function correctly in the test, replace the tray 4
pickup unit.

NOTE: Tray 4 pickup unit includes the tray 4 pre-feed sensor (0604-001490).

Part number, tray 4 pickup unit (DCF 1st): JC90-01679A

Part number, tray 4 pickup unit (HCI): JC90-01727A

g. If the pre-feed sensor does not function correctly in the test, replace the sensor.

NOTE: Before replacing the part, ensure the wire connection to the sensor and main board are good.

Part number, tray 4 pre-feed sensor: 0604-001490

For instructions: Removal and replacement: Prefeed sensor 1 (pickup unit 1) See the Service Manual for
this product.

h. If the tray 4 pickup motor does not function correctly in the test, check the wire harness connection of
tray 4 pickup drive unit.

i. If the tray 4 pickup drive unit wire harness has no defects, replace the tray 2 pickup motor or pickup
drive unit.

NOTE: Pickup drive unit (JC93-01063C) includes the pickup motor (JC31-00009C).

Part number, pickup motor: JC31-00009C

Recommended action for onsite technicians 241

 Part number, pickup drive: JC93-01063C
For instructions: Removal and replacement: Pickup drive unit 1 (Tray 2) See the Service Manual for this
product.

13. Check the feed drive unit.

a. Open the right door and run test 100-0340, feed motor.

b. Verify the motor is running by viewing the shaft in the following image.

c. If the motor does not function, check if the wiring harness is connected correctly.

d. If the connection is good, replace the feed drive motor or the feed drive unit.

Part number, feed drive motor: JC31-00132A

Part number, feed drive unit: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Service Manual for this product.

14. If the error persists, contact GBU with information such as the JDP log and reports.

13.B2.D5
Paper delay at registration sensor from tray 5.

Recommended action for customers

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

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

3. Open the dual cassette department feeder right cover or the 3,000 sheet feeder top cover. Remove any
jammed paper from the area.

4. Check the paper tray and remove any jammed paper from the tray.

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

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

242 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

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

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

3. Open the dual cassette department feeder right cover or the 3,000 sheet feeder top cover. Remove any
jammed paper from the area.

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

5. Test the printer paper path from tray 2 and tray 3 to see if a jam occurs at the registration jam sensor.

6. If a paper jam occurs at the registration jam sensor when printing from tray 2 and tray 3 perform the
following steps. If tray 2 and tray 3 passes, skip to the step for checking the paper tray.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

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

Recommended action for call-center agents and onsite technicians 243

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

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Repair Service
Manual for this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Repair Service Manual for
this product.

7. Check the paper tray and remove any jammed paper from the tray.

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

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

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

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this product.

11. If error persists, check the paper feed motor.

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

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

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

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Repair Service Manual for this
product.

13.B2.D6
Paper delay at registration sensor from tray 6.

Recommended action for customers

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

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

3. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the area.

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

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

244 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

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

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

3. Open the 3,000 sheet feeder top cover. Remove any jammed paper from the area.

4. Test the printer paper path from tray 2 and tray 3 to see if a jam occurs at the registration jam sensor.

5. If a paper jam occurs at the registration jam sensor when printing from tray 2 and tray 3 perform the
following steps. If tray 2 and tray 3 passes, skip to the step for checking the paper tray.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

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

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

Recommended action for call-center agents and onsite technicians 245

 f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Repair Service
Manual for this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Repair Service Manual for
this product.

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

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

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

Part number: X3A92-67917

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this product.

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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

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

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

Part number: JC31-01083A

For instructions: Removal and replacement: Side HCI pickup motor See the Repair Service Manual for
this product.

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

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

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

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

Part number: JC31-00163A

246 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Side HCI feed motor See the Repair Service Manual for this
product.

11. If error persists, check the paper feed motor.

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

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

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

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Repair Service Manual for this
product.

13.B2.DD
A paper delay jam occurred at the registration sensor.

The paper did not reach the registration sensor when printing from the duplexer.

Recommended action for customers

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

2. Open the duplex path and remove any paper found.

Figure 7-360 Open the duplex path

13.B2.DD 247
 Figure 7-361 Check for jams

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

Recommended action for call-center agents and onsite technicians

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

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

2. Open the duplex path and remove any paper found.

Figure 7-362 Open the duplex path

248 Chapter 7 Numerical control panel messages

 Figure 7-363 Check for jams

3. Test the printer in the simplex mode to see if a jam occurs at the registration jam sensor.

4. If a paper jam occurs at the registration jam sensor when printing in simplex mode, perform the following
steps. If simplex mode passes, skip to the step for checking the paper feed motor.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

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

Recommended action for call-center agents and onsite technicians 249

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

f. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Repair Service
Manual for this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Repair Service Manual for
this product.

5. If error persists, check the paper feed motor.

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

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

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

Feed motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: MP feed drive unit See the Repair Service Manual for this
product.

6. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

250 Chapter 7 Numerical control panel messages

 c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness between the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

7. Run test 100–0430, Exit 2 Motor forward.

8. If the sensor test fails, check the wire harness between the exit drive and the main PCA.

9. If the wire harness is good, replace the exit drive motor.

Part number: JC93-00802A

13.B2.FF
Residual paper jam at registration sensor.

When the machine is warming-up, jammed paper inside machine is detected.

The leading edge of the paper has not reached the registration sensor within the specified time.

13.B2.FF 251
 Recommended action for customers

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

Figure 7-364 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

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

Recommended action for call-center agents

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

Figure 7-365 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

4. If the error persists, dispatch an onsite technician with the following parts.

Registration sensor, Part number: 0604-001490

Registration assembly, Part number: JC93-01200A

252 Chapter 7 Numerical control panel messages

Recommended action for onsite technicians

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

Figure 7-366 Open the engine right door

2. Print the job and check if the jam occurs again.

3. If the jam occurs again, check the event code.

4. Check the registration sensor.

a. Check the registration sensor.

b. Check the sensor surface for paper dust or foreign substances.

c. If the sensor is dirty, clean it with a damp, lint-free cloth.

d. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

e. Run test 102–0360, Registration Sensor.

Recommended action for onsite technicians 253

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

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

h. If the wire harness is good, replace the registration sensor or registration assembly.

Registration sensor part number: 0604-001381

For instructions: Removal and replacement: Registration sensor assembly See the Service Manual for
this product.
Registration assembly part number: JC93-01200A
For instructions: Removal and replacement: Registration assembly See the Service Manual for this
product.

5. If the error persists, contact GBU after JDP log capture.

13.B4.Az
Paper stay jam at the loop sensor. A jam occurs because the rear of the paper fails to exit the loop detection
sensor.

● 13.B4.A1 Stay jam when printing from tray 1

● 13.B4.A2 Stay jam when printing from tray 2

● 13.B4.A3 Stay jam when printing from tray 3

● 13.B4.A4 Stay jam when printing from tray 4

● 13.B4.A5 Stay jam when printing from tray 5

● 13.B4.A6 Stay jam when printing from tray 6

● 13.B4.AD Stay jam when printing from the duplexer

Recommended action for customers

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

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

254 Chapter 7 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

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

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

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

3. Check the loop detection sensor.

a. Ensure the sensor actuator moves freely and is not damaged.

b. If the actuator is damaged or the sensor does not function correctly, replace the cartridge sub-cover
rear.

Part number: JC96-09859A

4. Test the registration assembly.

a. Run the test 100-0410, Registration Motor.

b. If the motor operation is normal, skip to the step for checking the paper feed motor.

c. If the motor test fails check the cabling between the registration motor and the main board PCA.

d. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive unit See the Repair Service Manual for
this product.

5. If error persists, check the paper feed motor.

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

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

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

Feed motor part number: JC31-00132A

Recommended action for call-center agents and onsite technicians 255

 Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: Feed/MP drive assembly See the Repair Service Manual for
this product.

13.B4.Dz
Paper delay jam at the loop sensor. A jam occurs because the paper failed to reach the loop detection sensor in
the required time.

● 13.B4.D1 Delay jam when printing from tray 1

● 13.B4.D2 Delay jam when printing from tray 2

● 13.B4.D3 Delay jam when printing from tray 3

● 13.B4.D4 Delay jam when printing from tray 4

● 13.B4.D5 Delay jam when printing from tray 5

● 13.B4.D6 Delay jam when printing from tray 6

● 13.B4.DD Delay jam when printing from the duplexer

Recommended action for customers

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

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-367 Open the engine right door

Figure 7-368 Open the tray

256 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.

Figure 7-369 Adjust the tray paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-370 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for call-center agents

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

Recommended action for call-center agents 257

 2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-371 Open the engine right door

Figure 7-372 Open 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.

Figure 7-373 Adjust the tray paper guides

258 Chapter 7 Numerical control panel messages

 4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-374 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. If the error persists, dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

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 right door. Remove any jammed paper found.

2. Remove the jammed paper. Do not close the door or tray until step 5.

Refer to the following pictures and guide for each location.

Figure 7-375 Open the engine right door

Recommended action for onsite technicians 259

 Figure 7-376 Open 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.

Figure 7-377 Adjust the tray paper guides

4. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-378 Tray paper-height mark

5. Close the door and tray. The printer retries to feed paper.

260 Chapter 7 Numerical control panel messages

6. Check if the jam occurs again. If it does occur again, check the event code.

7. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

8. Make sure the printer settings values match the paper (for example, the paper size and type).

9. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

10. Check the loop detection sensor.

a. Ensure the sensor actuator moves freely and is not damaged. Trigger the actuator to the right, and
then release.

b. Check the spring in the actuator and ensure that the spring is not missing or out of position.

Figure 7-379 Check the sensor

c. If the actuator is damaged or the sensor does not function correctly, replace the T2 transfer.

Part number: JC93-01078A

11. Check the registration motor.

a. Run test 100-0410, registration motor.

b. If the motor test fails, check the cabling between the registration motor and the main board PCA.

c. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly See the Service Manual for this
product.

12. Check the Drum and PTB motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

Recommended action for onsite technicians 261

 iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 100-0044, OPC Motor K.

Figure 7-380 OPC Motor K

c. If the test fails, check the wire harness on the Drum and PTB drive assembly and main board.

d. If the connection is normal, replace the Drum and PTB drive (main drive).

Part number: JC93-01060A

13. If the error persists, contact GBU after JDP log capture.

13.B4.FF jam in right door

Residual jam at turn on or after clearing at the loop detection sensor.

Recommended action for customers

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

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

262 Chapter 7 Numerical control panel messages

 3. Clean the loop sensor, which is located on the right door, just above the paper transfer belt (see the figure
below). Trigger the actuator to the right (indicated by the arrow) then release.

4. Close the right door.

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

Recommended action for call-center agents

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

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

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

3. Clean the loop sensor, which is located on the right door, just above the paper transfer belt (see the figure
below). Trigger the actuator to the right (indicated by the arrow) then release.

4. Close the right door.

Recommended action for call-center agents 263

 5. If the error persists, dispatch an on-site engineer with the part below:

PTB sub-cover rear (contains the loop sensor), Part number: JC96-09859A

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 right door. Remove any jammed paper found.

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

3. Clean the loop sensor, which is located on the right door, just above the paper transfer belt (see the figure
below). Trigger the actuator to the right (indicated by the arrow) then release.

4. Check the spring in the actuator. Ensure that the spring is not missing or out of position.

264 Chapter 7 Numerical control panel messages

5. Check the actuator and the holder (circled below). Ensure that the actuator is not out of position.

Figure 7-381 Check that the actuator is not out of position

6. Check the connections to the loop sensor.

7. Check the right door connector.

NOTE: This is an important troubleshooting step. Lowering the door too far during service can loosen the
connector.

8. Reassemble the paper transfer belt assembly. Make sure the components are assembled correctly.

9. If the error persists, replace the PTB sub-cover rear (contains the loop sensor):

Part number: JC96-09859A

10. If the error persists, replace the paper transfer belt assembly:

Part number: JC93-01117B

NOTE: There is no Service Diagnostic Test for the loop sensor. If it is functional, placing a piece of tape to
hold down the actuator will trigger the 13.B4.FF jam in right door message.

Recommended action for onsite technicians 265

 13.B9.Az Fuser Jam
Fuser delivery stay jam.

The jam occurs because the rear of the paper fails to exit the fuser exit sensor.

This jam code might be caused by:

● An accordion jam at the fuser exit. Something is blocking the paper before the output rollers.

● The output bin rollers not turning. There is very little distance from the fuser exit and the output bin.

● A sticky fuser exit flag. If it is stuck, or even delayed momentarily in the activated position, a jam occurs.

● Issues with the duplexer. This error occurs only on duplex jobs. Simplex jobs will print OK.

● If the inner finisher is installed, paper fails to reach the inner finisher.

● If the stapler-stacker or booklet finisher is installed, paper fails to reach the finisher bridge unit.

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.

266 Chapter 7 Numerical control panel messages

Recommended action for customers

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

Figure 7-382 Open the right door

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

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 7-383 Open the fuser access door

Recommended action for customers 267

 4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-384 Check the fuser for a jam

5. Turn the printer off, and then on. If the error persists, please contact customer support.

Recommended actions for call-center agents

Depending on the finisher installed, call-center agents should perform one of the following procedures.

Determine if a finisher is installed

Print or view a Configuration Page to identify whether a finisher is installed and, if so, what type of finisher is
installed.

1. From the Home screen on the printer control panel, navigate to and touch Reports.

2. From the Reports menu, touch Configuration/Status Pages.

3. Select the Configuration Page item, and then touch Print or View.

4. On the Configuration Page, locate the Nickname option under the Paper Trays and Options heading.

● If the field is blank, no finisher is installed. Follow the recommended action for no finisher installed.

● If the field reads Inner Finisher, follow the recommended action for the inner finisher.

● If the field reads Booklet maker or Stapler/Stacker, follow the recommended action for the booklet
maker or stapler/stacker.

268 Chapter 7 Numerical control panel messages

 Figure 7-385 Configuration Page example

The image below shows the different finisher configurations.

Figure 7-386 Printer finisher configurations

1 2 3

Item Description

1 No finisher installed

2 Inner finisher installed

3 Stapler/stacker finisher or booklet finisher installed

Recommended action for call-center agents: no finisher installed

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.

Recommended action for call-center agents: no finisher installed 269

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

Figure 7-387 Open the right door

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

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 7-388 Open the fuser access door

270 Chapter 7 Numerical control panel messages

 4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-389 Check the fuser for a jam

5. Turn the printer off, and then on. If the error persists, dispatch an onsite technician with the part below.

● 110V fuser part number: X3A73-60018

● 220V fuser part number: X3A73-60019

Recommended action for call-center agents: inner finisher installed

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.

Recommended action for call-center agents: inner finisher installed 271

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

Figure 7-390 Open the right door

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

3. Open the inner finisher front door.

Figure 7-391 Open the inner finisher front door

272 Chapter 7 Numerical control panel messages

 4. Check for an obstruction or paper jammed inside the inner finisher. If there is, remove it.

Figure 7-392 Check the inner finisher for a jam

5. If the error continues, dispatch an onsite technician with the parts below.

● 110V fuser part number: X3A73-60018

● 220V fuser part number: X3A73-60019

Recommended action for call-center agents: no finisher installed

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

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

Figure 7-393 Open the right door

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

3. Open the finisher bridge unit.

Recommended action for call-center agents: no finisher installed 273

 4. Check for an obstruction or paper jammed inside the finisher bridge unit. If there is, remove it.

Figure 7-394 Check the bridge unit for a jam

5. If the error continues, dispatch an onsite technician with the parts below.

● 110V fuser part number: X3A73-60018

● 220V fuser part number: X3A73-60019

Recommended actions for onsite technicians

Depending on the finisher installed, technicians should perform one of the following procedures.

NOTE: The following tasks include 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.

Determine if a finisher is installed

Look at the printer to determine if a finisher is installed, and which finisher is installed.

Identify whether a finisher is installed and if so, what type of finisher is installed. The image below shows the
different finisher configurations.

Figure 7-395 Printer finisher configurations

1 2 3

Item Description

1 No finisher installed

2 Inner finisher installed

3 Stapler-stacker finisher or booklet finisher installed

Recommended action for onsite technicians: no finisher installed

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.

274 Chapter 7 Numerical control panel messages

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

Figure 7-396 Open the right door

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

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 7-397 Check the fuser for a jam

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

Recommended action for onsite technicians: no finisher installed 275

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

Figure 7-398 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is good, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393
For instructions: Removal and replacement: Fuser out sensor (on the right door) See the Service Manual
for this product.

5. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

276 Chapter 7 Numerical control panel messages

 vi. Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any obstructions or
damage. If it is damaged or if the obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

For instructions: Removal and replacement: Fuser/exit drive unit See the Service Manual for this
product.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: X3A73-60018

220V fuser part number: X3A73-60019
For instructions: Removal and replacement: Fuser unit See the Service Manual for this product.

6. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 7-399 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

d. Run test 101–0280, Return Gate Solenoid test.

Recommended action for onsite technicians: no finisher installed 277

 e. If the return gate does not close, check the wire harness connection between the solenoid and the
second exit unit.

Figure 7-400 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit 1 unit.

Return gate solenoid part number: JC33-00031B

Exit 1 unit part number: JC90-01373A
For instructions: Removal and replacement: Exit gate solenoid/motors/sensor (on the exit unit) See the
Service Manual for this product.
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar. If so,
remove them carefully.

Figure 7-401 Burr at the parting line of the return gate duplex

h. Check the exit 2 unit wire harness connection. If the connection is good, but the problem persists,
replace the exit 2 unit.

Exit 2 unit part number: JC90-01373A

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts are
damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit 2 unit part number: JC90-01373A

Exit 1 unit part number: JC90-01370A
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.

Recommended action for onsite technicians: inner finisher installed

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.

278 Chapter 7 Numerical control panel messages

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

Figure 7-402 Open the right door

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

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 7-403 Check the fuser for a jam

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

Recommended action for onsite technicians: inner finisher installed 279

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

Figure 7-404 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is good, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393
For instructions: Removal and replacement: Fuser out sensor (on the right door) See the Service Manual
for this product.

5. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

280 Chapter 7 Numerical control panel messages

 vi. Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any obstructions or
damage. If it is damaged or if the obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

For instructions: Removal and replacement: Fuser/exit drive unit See the Service Manual for this
product.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: X3A73-60018

220V fuser part number: X3A73-60019
For instructions: Removal and replacement: Fuser unit See the Service Manual for this product.

6. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 7-405 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

d. Run test 101–0280, Return Gate Solenoid test.

Recommended action for onsite technicians: inner finisher installed 281

 e. If the return gate does not close, check the wire harness connection between the solenoid and the
second exit unit.

Figure 7-406 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit 1 unit.

Return gate solenoid part number: JC33-00031B

Exit 1 unit part number: JC90-01373A
For instructions: Removal and replacement: Exit gate solenoid/motors/sensor (on the exit unit) See the
Service Manual for this product.
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar. If so,
remove them carefully.

Figure 7-407 Burr at the parting line of the return gate duplex

h. Check the exit 2 unit wire harness connection. If the connection is good, but the problem persists,
replace the exit 2 unit.

Exit 2 unit part number: JC90-01373A

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts are
damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit 2 unit part number: JC90-01373A

Exit 1 unit part number: JC90-01370A
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.

7. If the error continues, check the inner finisher entrance motor.

a. Open the following menus:

i. Support Tools

282 Chapter 7 Numerical control panel messages

 ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 113-0501, Finisher Entrance Motor.

c. If the motor does not work, check the wire harness connection between the motor and the inner
finisher main PCA.

d. If the wire harness connection is good, replace the motor.

Inner finisher entrance motor part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor See the Service Manual for
this product.

8. If the problem continues, check the finisher entrance sensor (callout S1).

Figure 7-408 Inner finisher entrance unit location

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

Recommended action for onsite technicians: inner finisher installed 283

 b. Run test 113-0350, Finisher Entrance Sensor.

c. If the motor does not work, check the wire harness connection between the sensor and the inner
finisher main PCA.

d. If the wire harness connection is good, replace the sensor.

Inner finisher entrance sensor part number: 0604-001381

9. If the error continues, elevate the case using standard support processes.

Recommended action for onsite technicians: finisher installed

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

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

Figure 7-409 Open the right door

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

284 Chapter 7 Numerical control panel messages

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

Figure 7-410 Check the fuser for a jam

4. If the error persists after clearing jams, check the fuser exit sensor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

Recommended action for onsite technicians: finisher installed 285

 b. Run test 102-0361, the Fuser Out Sensor test.

Figure 7-411 Fuser out sensor

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is good, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393
For instructions: Removal and replacement: Fuser out sensor (on the right door) See the Service Manual
for this product.

5. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the output unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any obstructions or
damage. If it is damaged or if the obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

286 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Fuser/exit drive unit See the Service Manual for this
product.

e. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: X3A73-60018

220V fuser part number: X3A73-60019
For instructions: Removal and replacement: Fuser unit See the Service Manual for this product.

6. Check the exit unit (including the exit 1 unit and exit 2 unit).

a. Inspect the exit unit output path, and remove any jammed paper or debris found.

b. If the return gate (callout 1) is closed, check the return gate solenoid (callout 2).

Figure 7-412 Locate the return gate and the return gate solenoid

c. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

d. Run test 101–0280, Return Gate Solenoid test.

Recommended action for onsite technicians: finisher installed 287

 e. If the return gate does not close, check the wire harness connection between the solenoid and the
second exit unit.

Figure 7-413 Return gate duplex movement when the return gate solenoid operates

f. If the wire harness connection is good, replace the return gate solenoid or exit 1 unit.

Return gate solenoid part number: JC33-00031B

Exit 1 unit part number: JC90-01373A
For instructions: Removal and replacement: Exit gate solenoid/motors/sensor (on the exit unit) See the
Service Manual for this product.
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.
For instructions: Removal and replacement: Output unit See the Repair Service Manual for this product.

g. If the problem persists, check whether the return gate duplex has any burrs at the rotating bar. If so,
remove them carefully.

Figure 7-414 Burr at the parting line of the return gate duplex

h. Check the exit 2 unit wire harness connection. If the connection is good, but the problem persists,
replace the exit 2 unit.

Exit 2 unit part number: JC90-01373A

i. Physically inspect the exit unit output path and gears for any obstructions or damage. If parts are
damaged, or if obstructions cannot be cleared, replace the damaged part or output unit.

Exit 2 unit part number: JC90-01373A

Exit 1 unit part number: JC90-01370A
For instructions: Removal and replacement: Exit unit See the Service Manual for this product.

288 Chapter 7 Numerical control panel messages

 7. If the error persists, check the finisher bridge entrance motor (M14).

Figure 7-415 Finisher bridge unit

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 113-2560, 2Bin Finisher Bridge feed motor.

c. If the motor does not work, check the wire harness connection between the motor and the booklet
finisher main PCA.

d. If the wire harness connection is good, replace the motor.

Booklet finisher bridge entrance motor part number: JC31-00163B

For instructions: Removal and replacement: Bridge motor See the Service Manual for this product.

8. If the error continues, replace the booklet finisher bridge entrance sensor.

Booklet finisher bridge entrance sensor part number: 0604-001381

9. If the error continues, elevate the case using standard support processes.

13.B9.Dz Jam in right door

Fuser delivery delay jam.

13.B9.Dz Jam in right door 289

 The paper failed to reach the fuser exit sensor in the required time.

Z = tray printing from

● 13.B9.D1 Fuser delivery delay jam when printing from tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from tray 2.

● 13.B9.D3 Fuser delivery delay jam when printing from tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from tray 5.

● 13.B9.D6 Fuser delivery delay jam when printing from tray 6.

● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.

Recommended action for customers

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

Figure 7-416 Open the right door

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

290 Chapter 7 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 7-417 Open the fuser access door

4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-418 Check the fuser for a jam

5. Turn the printer off, and then on. If the error persists, check the trays and paper settings. Ensure that the
paper is placed in trays correctly and the paper settings are correct.

6. Check the paper quality and humidity. Ensure that a good-quality paper is being used that meets
specifications. Open a new bag of paper to test printing.

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

Recommended action for customers 291

 Recommended action for call-center agents

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, sign in to WISE and go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve
(c06119497).

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

Figure 7-419 Open the right door

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

292 Chapter 7 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 7-420 Open the fuser access door

4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-421 Check the fuser for a jam

5. Turn the printer off, and then on. If the error persists, check the trays and paper settings. Ensure that the
paper is placed in trays correctly and the paper settings are correct.

6. Check the paper quality and humidity. Ensure that a good quality paper is being used that meets
specifications. Open a new bag of paper to test printing.

Recommended action for call-center agents 293

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

110V fuser part number: X3A73-60018

220V fuser part number: X3A73-60019

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, sign in to WISE and go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve
(c06119497).

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

Figure 7-422 Open the right door

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

294 Chapter 7 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 7-423 Open the fuser access door

4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-424 Check the fuser for a jam

5. Turn the printer off, and then on. If the error persists, check the trays and paper settings. Ensure that the
paper is placed in trays correctly and the paper settings are correct.

6. Check the paper quality and humidity. Ensure that a good quality paper is being used that meets
specifications. Open a new bag of paper to test printing.

7. If the error persists after clearing jams, check the fuser exit sensor.

Recommended action for onsite technicians 295

 a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor operation is normal, skip to the step for checking the fuser and exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and
main board.

e. If the wire harness connection is good, replace the fuser exit sensor or arm if damaged.

Actuator fuser out part number: JC66-04406A

Fuser exit sensor part number: 0604-001393
For instructions: Removal and replacement: Fuser out sensor (on the right door) See the Service Manual
for this product.

8. If the sensor works normally, check the fuser and exit drive unit.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

296 Chapter 7 Numerical control panel messages

 v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the fuser unit.

c. If the motor does not work, check the wire harness connection of the fuser drive unit.

d. If the wire harness connection is good, physically inspect the fuser drive gears for any obstructions or
damage. If it is damaged or if the obstructions cannot be cleared, replace the fuser drive.

Fuser drive part number: JC93-01064A

For instructions: Removal and replacement: Fuser/exit drive unit See the Service Manual for this
product.

e. If the motor functions correctly, inspect the fuser unit. If the gears on the fuser are damaged, replace
the fuser.

110V fuser part number: X3A73-60018

220V fuser part number: X3A73-60019
For instructions: Removal and replacement: Fuser unit See the Service Manual for this product.

13.B9.FF Jam in right door

Residual paper jam at the fuser output sensor.

A jam occurs when paper is detected at the fuser exit sensor during warming up.

Recommended action for customers

1. Open the right door and remove any jammed paper found.

Figure 7-425 Open the right door

2. Check for and remove any obstruction or jammed paper inside the printer.

13.B9.FF Jam in right door 297

 3. Clean the fuser exit sensor, which is located on the inside of the right door (circled in the picture below).
Then trigger the actuator to the right (see direction of the arrow in the picture below) and release.

Figure 7-426 Clean the sensor and trigger the actuator

4. Close the right door. If the error persists, turn the printer off and then back on.

5. If the error persists, contact HP Customer Support.

Recommended action for call-center agents

1. Open the right door and remove any jammed paper found.

Figure 7-427 Open the right door

2. Check for any obstruction or jammed paper inside the printer, and then remove it.

298 Chapter 7 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

CAUTION: It could be hot around the fuser, so make sure to hold the green tab.

Figure 7-428 Open the fuser access door

4. Look behind the open fuser access door for jammed or wrapped media, and remove any found.

Figure 7-429 Check the fuser for a jam

Recommended action for call-center agents 299

 5. Clean the fuser exit sensor, which is located on the inside of the right door (circled in the picture below).
Then trigger the actuator to the right (see direction of the arrow in the picture below) and release.

Figure 7-430 Clean the sensor and trigger the actuator

6. Close the right door. If the error persists, turn the printer off and then back on.

7. If the error persists, dispatch an onsite technician without parts.

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 right door and remove any jammed paper found.

Figure 7-431 Open the right door

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

300 Chapter 7 Numerical control panel messages

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

CAUTION: It could be hot around the fuser, so make sure to hold the green tab.

4. Clean the fuser exit sensor, which is located on the inside of the right door (circled in the picture below).
Then trigger the actuator to the right (see direction of the arrow in the picture below) and release.

Figure 7-432 Clean the sensor and trigger the actuator

5. Close the right door. If the error persists, turn the printer off and then back on.

6. If the error persists, check the fuser exit sensor.

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

Recommended action for onsite technicians 301

 Figure 7-433 Check sensor

c. If the sensor does not work, check the spring in the actuator. Make sure the spring is not missing or
out of position.

d. Check the actuator and the holder (circled in the picture below) and make sure that the actuator is not
out of position.

Figure 7-434 Check the actuator and holder

e. If the sensor still does not work, reassemble the actuator and sensor. Make sure the components are
assembled correctly.

f. Check the wire harness connection between the fuser exit sensor and the main board.

g. If the wire harness connection is good, close the right door.

If the error persists, replace the fuser exit sensor or arm, if damaged.

● Actuator fuser out part number: JC66-04406A

● Fuser exit sensor part number: 0604-001393

302 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Fuser out sensor (on the right door) See the Service Manual
for this printer.

7. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.D2.Az Jam in Right Door

Duplex paper jam.

A jam occurs because the rear of the paper fails to exit the duplex 1 sensor.

Z = Fuser mode

● 13.D2.A1 Printing in Auto-Sense mode Normal.

● 13.D2.A2 Printing in fuser mode Normal.

● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.A4 Printing in fuser mode Heavy 1.

● 13.D2.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

● 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.

13.D2.Az Jam in Right Door 303

 Recommended action for customers

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-435 Open the right door

Figure 7-436 Open the tray

304 Chapter 7 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 7-437 Open the duplex path

Figure 7-438 Check for jams

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

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.

Figure 7-439 Adjust the tray paper guides

Recommended action for customers 305

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-440 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

306 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-441 Open the right door

Figure 7-442 Open the tray

Recommended action for call-center agents 307

 2. Open the duplex path and remove any paper found.

Figure 7-443 Open the duplex path

Figure 7-444 Check for jams

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

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.

Figure 7-445 Adjust the tray paper guides

308 Chapter 7 Numerical control panel messages

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-446 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists,dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

Recommended action for onsite technicians

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

Recommended action for onsite technicians 309

 1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or the tray until
step 6.

Figure 7-447 Open the right door

Figure 7-448 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-449 Open the duplex path

310 Chapter 7 Numerical control panel messages

 Figure 7-450 Check for jams

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

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.

Figure 7-451 Adjust the tray paper guides

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-452 Tray paper-height mark

Recommended action for onsite technicians 311

 6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. Check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

d. If the sensor operation is normal, skip to the step for checking the exit 2 drive unit.

e. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

f. If the wire harness connection is good, replace the exit assembly.

Part number: JC90-01369A

312 Chapter 7 Numerical control panel messages

12. If the sensor works normally, check the exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the duplex 2 drive.

c. If the test fails, check the wire harness connection of the exit 2 drive unit.

d. If the wire harness connection is good, replace the exit assembly.

Part number: JC90-01369A

13. Check the duplex 2 drive.

a. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the motor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex 2 motor.

Part number: JC93-01085A

14. Check the duplex 1 drive.

Recommended action for onsite technicians 313

 a. Run test 100-0140, Duplex Motor Forward.

b. If the motor test fails, check the wire harness between the duplex drive.

c. If the wire harness is good, replace the duplex motor.

Part number: JC93-00802A

15. Inspect the duplex path for obstructions or damage. If parts are damaged, replace them as needed.

Part number, guide-duplex entrance: JC61-06987A

Part number, guide-duplex upper: JC61-06985A
Part number, side cover output: JC95-01968A

16. If the error persists, check the exit unit.

a. Remove the exit unit.

b. Check if the return sensor is connected correctly.

c. Check if the return sensor actuator is broken or deformed.

d. Replace the exit assembly as needed.

Part number: JC90-01369A

e. Check if the output gate solenoid is connected correctly. If the connection is good, replace the
solenoid.

Part number: JC90-00031B

For instructions: Removal and replacement: Exit gate solenoid/motors/sensor (on the exit unit) See the
Service Manual for this printer.

17. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.D2.Dz Jam in Right Door

Duplex paper jam.

A jam occurs because the paper fails to reach the duplex 1 sensor.

Z = Fuser mode

● 13.D2.D1 Printing in Auto-Sense mode Normal.

● 13.D2.D2 Printing in fuser mode Normal.

● 13.D2.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D2.D4 Printing in fuser mode Heavy 1.

● 13.D2.D5 Printing in fuser mode Heavy 2.

● 13.D2.D6 Printing in fuser mode Heavy 3.

● 13.D2.D7 Printing in fuser mode Glossy paper 1.

● 13.D2.D8 Printing in fuser mode Glossy paper 2.

314 Chapter 7 Numerical control panel messages

 ● 13.D2.D9 Printing in fuser mode Glossy paper 3.

● 13.D2.DB Printing in fuser mode Transparency.

● 13.D2.DC Printing in fuser mode Label.

● 13.D2.DD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-453 Open the right door

Figure 7-454 Open the tray

Recommended action for customers 315

 2. Open the duplex path and remove any paper found.

Figure 7-455 Open the duplex path

Figure 7-456 Check for jams

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

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.

Figure 7-457 Adjust the tray paper guides

316 Chapter 7 Numerical control panel messages

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-458 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

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

Recommended action for customers 317

 Recommended action for call-center agents

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-459 Open the right door

Figure 7-460 Open the tray

318 Chapter 7 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 7-461 Open the duplex path

Figure 7-462 Check for jams

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

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.

Figure 7-463 Adjust the tray paper guides

Recommended action for call-center agents 319

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-464 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists, dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

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.

320 Chapter 7 Numerical control panel messages

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-465 Open the right door

Figure 7-466 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-467 Open the duplex path

Recommended action for onsite technicians 321

 Figure 7-468 Check for jams

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

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.

Figure 7-469 Adjust the tray paper guides

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-470 Tray paper-height mark

322 Chapter 7 Numerical control panel messages

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. Check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

d. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

Recommended action for onsite technicians 323

 e. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

f. If the wire harness connection is good and the sensor test failed, replace the duplex 1 sensor.

Part number: 0604-001393

12. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.D2.FF Jam in Right Door

A jam occurs when the printer detects paper at the duplex 1 sensor during warming up.

Recommended action for customers

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

Figure 7-471 Open the right door

Figure 7-472 Open the tray

324 Chapter 7 Numerical control panel messages

 2. Open the duplex path and remove any paper found.

Figure 7-473 Open the duplex path

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

4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

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

Recommended action for call-center agents

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

Figure 7-474 Open the right door

Recommended action for call-center agents 325

 Figure 7-475 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-476 Open the duplex path

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

4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

6. If the error persists, dispatch an onsite technician with the following parts.

Sensor actuator, Part number: JC66-04405A

Duplex 1 sensor, Part number: 0604-001393

Recommended action for onsite technicians

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

326 Chapter 7 Numerical control panel messages

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

Figure 7-477 Open the right door

Figure 7-478 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-479 Open the duplex path

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

Recommended action for onsite technicians 327

 4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

6. If the 13.D2.FF error persists, check the duplex 1 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

d. If the sensor does not work, check the wire harness connection between the output upper 2 unit and
the main board.

e. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

f. If the wire harness connection is good and the sensor test failed, replace the duplex 1 sensor.

Part number: 0604-001393

7. If the error persists, contact the GBU with information such as the JDP Log and reports.

328 Chapter 7 Numerical control panel messages

13.D3.Az Jam in Right Door
Duplex paper jam.

A jam occurs because the rear of the paper fails to exit the duplex 2 sensor.

Z = Fuser mode

● 13.D3.A1 Printing in Auto-Sense mode Normal.

● 13.D3.A2 Printing in fuser mode Normal.

● 13.D3.A3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.A4 Printing in fuser mode Heavy 1.

● 13.D3.A5 Printing in fuser mode Heavy 2.

● 13.D3.A6 Printing in fuser mode Heavy 3.

● 13.D3.A7 Printing in fuser mode Glossy paper 1.

● 13.D3.A8 Printing in fuser mode Glossy paper 2.

● 13.D3.A9 Printing in fuser mode Glossy paper 3.

● 13.D3.AB Printing in fuser mode Transparency.

● 13.D3.AC Printing in fuser mode Label.

● 13.D3.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-480 Open the right door

13.D3.Az Jam in Right Door 329

 Figure 7-481 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-482 Open the duplex path

Figure 7-483 Check for jams

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

330 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.

Figure 7-484 Adjust the tray paper guides

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-485 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists after clearing jams, please contact customer support.

Recommended action for customers 331

 Recommended action for call-center agents

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-486 Open the right door

Figure 7-487 Open the tray

332 Chapter 7 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 7-488 Open the duplex path

Figure 7-489 Check for jams

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

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.

Figure 7-490 Adjust the tray paper guides

Recommended action for call-center agents 333

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-491 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists,dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

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.

334 Chapter 7 Numerical control panel messages

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-492 Open the right door

Figure 7-493 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-494 Open the duplex path

Recommended action for onsite technicians 335

 Figure 7-495 Check for jams

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

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.

Figure 7-496 Adjust the tray paper guides

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-497 Tray paper-height mark

336 Chapter 7 Numerical control panel messages

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. Check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0390, Duplex Jam 2 Sensor.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

d. If the sensor operation is normal, skip to the step for checking the duplex 2 drive.

e. If the sensor does not work, check the wire harness connection between the right door and the sensor
and the main board.

f. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

Recommended action for onsite technicians 337

 g. If the wire harness connection is good and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor See the Service Manual for this product.

12. Check the duplex 2 drive.

a. Run test 100–0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the sensor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

13. Inspect the duplex path for obstructions or damage. If parts are damaged replace them as needed.

Side cover guide part number: JC95-01969A

14. Check the registration motor.

a. Run the test 100-0410, registration motor.

338 Chapter 7 Numerical control panel messages

 b. If the motor test fails, check the cabling between the registration motor and the main board PCA.

c. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly See the Service Manual for this
product.

15. If the error persists, test the registration assembly.

a. Run the test 100-0410, registration motor.

b. If the motor test fails, check the cabling between the registration motor and the main board PCA.

c. If the cabling is good, replace the registration drive unit.

Part number: JC93-01061A

For instructions: Removal and replacement: Registration drive assembly See the Service Manual for this
product.

16. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.D3.Dz Jam in Right Door

A jam occurs because the paper fails to reach the duplex 2 sensor.

Z = Fuser mode

● 13.D3.D1 Printing in Auto-Sense mode Normal.

● 13.D3.D2 Printing in fuser mode Normal.

● 13.D3.D3 Printing in fuser mode Light 1 or Light 2.

● 13.D3.D4 Printing in fuser mode Heavy 1.

● 13.D3.D5 Printing in fuser mode Heavy 2.

● 13.D3.D6 Printing in fuser mode Heavy 3.

● 13.D3.D7 Printing in fuser mode Glossy paper 1.

● 13.D3.D8 Printing in fuser mode Glossy paper 2.

● 13.D3.D9 Printing in fuser mode Glossy paper 3.

● 13.D3.DB Printing in fuser mode Transparency.

● 13.D3.DC Printing in fuser mode Label.

● 13.D3.DD Printing in fuser mode Envelope 1 or Envelope 2.

13.D3.Dz Jam in Right Door 339

 Recommended action for customers

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-498 Open the right door

Figure 7-499 Open the tray

340 Chapter 7 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 7-500 Open the duplex path

Figure 7-501 Check for jams

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

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.

Figure 7-502 Adjust the tray paper guides

Recommended action for customers 341

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-503 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists after clearing jams, please contact customer support.

342 Chapter 7 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-504 Open the right door

Figure 7-505 Open the tray

Recommended action for call-center agents 343

 2. Open the duplex path and remove any paper found.

Figure 7-506 Open the duplex path

Figure 7-507 Check for jams

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

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.

Figure 7-508 Adjust the tray paper guides

344 Chapter 7 Numerical control panel messages

 5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-509 Tray paper-height mark

6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. If the error persists,dispatch an onsite technician with the following parts.

Tray 2-x rollers, Part number: X3A92-67917

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.

Recommended action for onsite technicians 345

 1. Open the right door and the tray. Remove any jammed paper found. Do not close the door or tray until step
6.

Figure 7-510 Open the right door

Figure 7-511 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-512 Open the duplex path

346 Chapter 7 Numerical control panel messages

 Figure 7-513 Check for jams

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

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.

Figure 7-514 Adjust the tray paper guides

5. Ensure that the tray is not filled above the fill mark on the tray. The graphics below show the paper loaded
correctly.

Figure 7-515 Tray paper-height mark

Recommended action for onsite technicians 347

 6. Close the door and tray. The printer retries to feed paper.

7. Check if the jam occurs again. If it does occur again, check the event code.

8. Check that the paper is good quality paper that meets the paper specifications for the printer (for example,
the paper weight).

9. Make sure the printer settings values match the paper (for example, the paper size and type).

10. Check that the paper is in good condition (for example, the paper is not reused paper or wet paper), and
then test with fresh paper.

11. Check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0390, Duplex Jam 2 Sensor.

If there is no paper, the sensor status will be Low. If there is paper, the status will be High.

d. If the sensor operation is normal, skip to the step for checking the duplex 2 drive.

e. If the sensor does not work, check the wire harness connection between the right door and the sensor
and the main board.

f. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

348 Chapter 7 Numerical control panel messages

 g. If the wire harness connection is good and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor See the Service Manual for this product.

12. Check the duplex 2 drive.

a. Run test 100-0490, Duplex 2 Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

c. If the sensor test fails, check the wire harness between the duplex drive.

d. If the wire harness is good, replace the duplex motor.

Part number: JC93-01085A

13. Inspect the duplex path for obstructions or damage. If parts are damaged replace them as needed.

Side cover guide part number: JC95-01969A

14. If the error persists, contact the GBU with information such as the JDP Log and reports.

Recommended action for onsite technicians 349

 13.D3.FF Jam in Right Door
A jam occurs when the printer detects paper at the duplex 2 sensor during warming up.

Recommended action for customers

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

Figure 7-516 Open the right door

Figure 7-517 Open the tray

350 Chapter 7 Numerical control panel messages

 2. Open the duplex path and remove any paper found.

Figure 7-518 Open the duplex path

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

4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

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

Recommended action for call-center agents

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

Figure 7-519 Open the right door

Recommended action for call-center agents 351

 Figure 7-520 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-521 Open the duplex path

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

4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

6. If the error persists, dispatch an onsite technician with the following parts.

Sensor actuator, Part number: JC66-04405A

Duplex sensor, Part number: 0604-001393

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.

352 Chapter 7 Numerical control panel messages

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

Figure 7-522 Open the right door

Figure 7-523 Open the tray

2. Open the duplex path and remove any paper found.

Figure 7-524 Open the duplex path

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

Recommended action for onsite technicians 353

 4. Print the job and check if the jam occurs again.

5. If the jam occurs again, check the event code.

6. If the 13.D3.FF error still occurs, check the duplex 2 sensor.

a. Remove the upper right cover.

b. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04082517

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0390, Duplex Jam 2 Sensor.

d. If the sensor does not work, check the wire harness connection between the right door and the sensor
and the main board.

e. If the sensor actuator is damaged, replace it.

Part number: JC66-04405A

f. If the wire harness connection is good and the sensor test failed, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Duplex sensor See the Service Manual for this product.

7. If the error persists, contact the GBU with information such as the JDP Log and reports.

13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.

● 13.E1.A1 Paper stay jam going to top output tray.

● 13.E1.A2 Paper stay jam going to main output tray.

● 13.E1.A3 Paper stay jam going to booklet output tray.

354 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

Recommended action for customers 355

 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 paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, paper path obstructions that can cause this error.

Callout 1: IPTU entrance sensor

Callout 2: IPTU exit sensor

356 Chapter 7 Numerical control panel messages

5. Check the IPTU input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

6. Check the IPTU feed motor.

a. Run test 113–2560, 2 Bin Finisher Bridge Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

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

Part number: JC31-00163B

For instructions: Removal and replacement: Bridge motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 357

 13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the type of
paper that the printer is currently set to print on.

The output destination (output flag is missing or sensor is bad)

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for an
inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run the
printer without them.

During installation, retain the actuator for later use.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

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

358 Chapter 7 Numerical control panel messages

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 if the IPTU or inline finisher have been removed and the printer is being used without an output
device.

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for
an inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run
the printer without them.

During installation, retain the actuator for later use.

2. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

3. Turn the printer off, and then on.

4. Check the IPTU input sensor S1.

Recommended action for call-center agents and onsite technicians 359

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.

360 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

Recommended action for customers 361

 3. Check the IPTU input sensor S1.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

362 Chapter 7 Numerical control panel messages

 d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

13.E2.FF
Paper detected at the IPTU middle sensor when initialized.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

13.E2.FF 363
 1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

3. Check the IPTU exit sensor S3.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

364 Chapter 7 Numerical control panel messages

 b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.

13.E7.Az
Paper stay jam in exit area.

The paper trailing edge failed to exit the Exit 2 paper sensor in the time limit.

Recommended action for customers

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

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

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

Recommended action for call-center agents and onsite technicians

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

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

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

3. Check the Exit 2 sensor.

13.E7.Az 365
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the exit assembly.

Part number: JC90-01369A

4. Check the Exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the fuser and exit drive.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the exit assembly.

Part number: JC90-01369A

5. Test the fuser and exit drive.

a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the exit unit.

b. Check the wire harness connection of fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

366 Chapter 7 Numerical control panel messages

 Part number: JC93-01064A
For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

6. If the error persists, check the exit unit.

a. Remove the exit unit.

b. Check if the return sensor is connected correctly.

c. Check if the return sensor actuator is broken or deformed.

d. Replace the exit assembly as needed.

JC90-01369A

e. Check if the output gate solenoid is connected correctly. If the connection is OK, replace the solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid See the Repair Service Manual for
this product.

13.E7.Dz
Paper jam in exit area.

Paper jam has occurred around the fuser unit. (The job separator connection is defective, or the actuator exit unit
is defective.)

Recommended action for customers

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

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

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

Recommended action for call-center agents and onsite technicians

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

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

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

3. Check the Exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

13.E7.Dz 367
 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. If the test fails, check the wire harness connection of the Exit 2 drive unit

d. If the wire harness connection is OK, replace the exit assembly.

Part number: JC90-01369A

4. Check the exit 2 drive unit.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the motor test is normal, skip to the step for checking the fuser and exit drive.

c. If the test fails, check the wire harness connection of Exit 2 drive unit

d. If the wire harness connection is OK, replace the exit assembly.

Part number: JC90-01369A

5. Test the fuser and exit drive.

a. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to the step for checking
the exit unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean, replace the fuser drive motor or the fuser drive unit.

Fuser drive motor part number: JC31-00123B

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

6. If the error persists, check the exit unit.

a. Remove the exit unit.

b. Check if the return sensor is connected correctly.

368 Chapter 7 Numerical control panel messages

 c. Check if the return sensor actuator is broken or deformed.

d. Replace the exit assembly as needed.

Part number: JC90-01369A

e. Check if the output gate solenoid is connected correctly. If the connection is OK, replace the solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid See the Repair Service Manual for
this product.

7. Check the output unit.

a. Physically inspect the output path and gears for any obstructions or damage. If parts are damaged or
if obstructions cannot be cleared, replace the damaged part or output unit.

● Output upper guide part number: JC90-01371A

● Output lower guide part number: JC90-01372A

● Exit assembly part number: JC90-01369A

● Output lower 2 part number: JC90-01375A

● Output 1 part number: JC90-01370A

For instructions: Removal and replacement: Output unit See the Repair Service Manual for this product.
Exit 2 part number: JC90-01373A

b. Run test 101–0280, Return Gate Solenoid.

c. Check the wire harness connection to the solenoid.

d. If the connections are good, replace the output gate solenoid.

Part number: JC33-00031B

For instructions: Removal and replacement: Output gate solenoid See the Repair Service Manual for
this product.

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.

13.60.A1, 13.60.A2 or 13.60.A3 369

 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.

370 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

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

Inner Finisher: Recommended action for customers 371

 Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

372 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.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 373

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

Inner finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

374 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into printer.

2. Turn the printer off, and then on.

Inner finisher: Recommended action for call-center agents and onsite technicians 375
 3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.

376 Chapter 7 Numerical control panel messages

 d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.

f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher exit motor 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

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 377
 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

378 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. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 379
 5. Check the paper path from the bridge entrance sensor to the bridge exit sensor. 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.

Callout 1: IPTU entrance sensor

Callout 2: IPTU exit sensor

6. If the persists, check the finisher exit motor (M13).

a. Open the following menus:

● Support Tools

380 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2580 2 Bin Finisher Exit Feed Motor.

Listen for the sound of the motor running.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00163B

For instructions: Removal and replacement: Finisher feed exit motor See the Repair Service Manual for
this product.

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.

a. Open the finisher door.

13.60.D1, 13.60.D2 or 13.60.D3 381

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

382 Chapter 7 Numerical control panel messages

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

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

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

Stapler/Stacker - Booklet Maker: Recommended action for customers 383

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

384 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.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 385

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

Inner finisher: Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

386 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

Inner finisher: Recommended action for call-center agents and onsite technicians 387
 g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor See the Repair Service
Manual for this product.

4. If the motor test passes, check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

b. Ensure the sensor actuator flag moves freely.

388 Chapter 7 Numerical control panel messages

 c. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: 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 IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 389
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

390 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. 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.

Callout 1: Finisher entrance sensor

Callout 2: IPTU exit sensor

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 391
 5. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.

392 Chapter 7 Numerical control panel messages

 d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

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

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.

b. Use the release lever to slide the inner finisher away from the printer.

13.60.FF 393
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

394 Chapter 7 Numerical control panel messages

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 395

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

396 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. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

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

Inner finisher: Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Inner finisher: Recommended action for call-center agents and onsite technicians 397
 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.

398 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

Inner finisher: Recommended action for call-center agents and onsite technicians 399
 3. Check the finisher entrance sensor S1.

a. Ensure the sensor actuator flag moves freely.

b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> > Service> >
Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines

NOTE: The service PIN for this printer is: 04082517

c. Cover the entrance sensor (S1) to ensure the reading changes.

d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

e. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

1. Check the IPTU for paper jams or obstructions.

400 Chapter 7 Numerical control panel messages

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 401
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

402 Chapter 7 Numerical control panel messages

4. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 403
 d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

f. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

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

13.63.A1
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.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

404 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

Recommended action for customers 405

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

406 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 or obstructions.

e. Close the covers and slide the inner finisher into place.

Recommended action for call-center agents and onsite technicians 407

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

408 Chapter 7 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.

d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.

Recommended action for call-center agents and onsite technicians 409

 f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher exit motor 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

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.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

410 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

Recommended action for customers 411

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

412 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 or obstructions.

e. Close the covers and slide the inner finisher into place.

Recommended action for call-center agents and onsite technicians 413

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

b. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

414 Chapter 7 Numerical control panel messages

 4. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor 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

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.

a. Open the finisher door.

13.63.DZ 415
 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.

416 Chapter 7 Numerical control panel messages

 e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

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 417

 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.

418 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 419

 3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual for
this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

420 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 421

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

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

422 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

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

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for call-center agents and onsite technicians 423

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

424 Chapter 7 Numerical control panel messages

 g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

Recommended action for call-center agents and onsite technicians 425

 d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual for
this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

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.

426 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. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, 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.

IMPORTANT: A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.

Please upgrade to Firmware Version 4.6.0.1 after clearing initial jam and before going into further
troubleshooting.

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 427

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

428 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the finisher exit sensor. 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.

Callout 1: Top tray exit sensor

Recommended action for call-center agents and onsite technicians 429

 4. If the error persists, check the finisher top exit sensor (S11).

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.

d. Push the top exit sensor actuator to check the reading value changes.

430 Chapter 7 Numerical control panel messages

 e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

f. If the sensor still fails, replace the sensor.

Exit sensor part number: 0604-001393

Exit sensor actuator part number: JC66-04525A
For instructions: Remove and replace: Top exit sensor See the Repair Service Manual for this product.

13.84.D2
The paper failed to reach the main output tray exit sensor.

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.

13.84.D2 431
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, 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.

432 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 433

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the main exit sensor. 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.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

434 Chapter 7 Numerical control panel messages

4. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

Recommended action for call-center agents and onsite technicians 435

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

436 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 437

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, 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.

438 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.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 439

 3. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

440 Chapter 7 Numerical control panel messages

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.

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.

13.90.A3 441
 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 the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

442 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.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 443

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

444 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 445

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

446 Chapter 7 Numerical control panel messages

 c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.

d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.

e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

5. If the sensor test is good, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA See the Repair Service Manual for this
product.

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 paper jams or obstructions.

a. Open the finisher top cover.

13.90.D3 447
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. 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.

448 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. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

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

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 449

 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 the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

450 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.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 451

 4. Check the paper path from the buffer sensor to the booklet entrance sensor. 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.

Callout 1 - Buffer sensor

Callout 2 - Booklet entrance sensor

5. If the error persists, check the booklet entrance sensor (S36).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

452 Chapter 7 Numerical control panel messages

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3100, Booklet Entrance Paper Sensor.

c. Push the actuator to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: Remove and replace: Booklet entrance sensorSee the Repair Service Manual for this
product.

6. If the sensor functions correctly, test the booklet entrance motor.

a. Run test 113–3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

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

Part number: JC93-001152A

For instructions: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.

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.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door 453

 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. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

454 Chapter 7 Numerical control panel messages

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-525 Open jam access

e. Remove any jams or obstructions.

Figure 7-526 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

Recommended action for customers 455

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please 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.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

456 Chapter 7 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-527 Open jam access

Recommended action for call-center agents and onsite technicians 457

 e. Remove any jams or obstructions.

Figure 7-528 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

458 Chapter 7 Numerical control panel messages

 b. Open the inner jam cover.

Open jam access

c. Locate the diverter and check it by pushing down and releasing it.

Figure 7-529 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process

3. Turn the printer off, and then on.

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

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

13.92.FF Jam in front left door 459

 Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

460 Chapter 7 Numerical control panel messages

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-530 Open jam access

e. Remove any jams or obstructions.

Figure 7-531 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

Recommended action for customers 461

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please 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.

Open top cover

b. Open the inner jam cover.

Open jam access

462 Chapter 7 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-532 Open jam access

Recommended action for call-center agents and onsite technicians 463

 e. Remove any jams or obstructions.

Figure 7-533 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. Turn the printer off, and then on.

464 Chapter 7 Numerical control panel messages

3. If the error persists, check the finisher buffer sensor (S13).

Callout 1 - Sensor S13 location

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2100, 2BinFinisher Buffer exit Sensor.

Recommended action for call-center agents and onsite technicians 465

 c. Put paper in and out to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher PCA. And
then power on.

466 Chapter 7 Numerical control panel messages

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.

b. Check the top entrance to the booklet maker.

13.98.A3 467
 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.

468 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 469

 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.

470 Chapter 7 Numerical control panel messages

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 paper path from the buffer sensor to the booklet tamper sensor. 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: Ensure that the buffer sensor S13 is clear of any debris and moves freely.

Callout 1 - Buffer sensor

Callout 2 - Booklet tamper sensor

5. If the error persists, check the booklet entrance motor (M15).

Recommended action for call-center agents and onsite technicians 471

 a. Use a piece of paper to trip the exit sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-3500, Booklet Feed Motor.

Listen for the sound of the motor functioning.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

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

Part number: JC93-01152A

Remove and replace: Booklet entrance motor

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

472 Chapter 7 Numerical control panel messages

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.

Recommended action for customers 473

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, 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.

474 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.

e. Remove any jams or obstructions.

f. 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 475

 3. Check the paper path from the finisher main exit sensor to the buffer sensor. 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.

Callout 1- Main exit sensor

Callout2 - Buffer sensor

4. If the error persists, check the finisher buffer sensor (S13).

a. Using code 113-2100, run the diagnostic test for the sensor:

b. Open the following menus:

● Support Tools

476 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–2100, 2BinFinisher Buffer exit Sensor.

d. Put paper in and out of the following area test the sensor and see if the value changes.

Callout 1- load piece of paper.

Callout 2- Buffer exit sensor

e. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

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: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 477

 13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door
Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

478 Chapter 7 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-534 Open jam access

e. Remove any jams or obstructions.

Figure 7-535 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

Recommended action for customers 479

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please 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.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

480 Chapter 7 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-536 Open jam access

Recommended action for call-center agents and onsite technicians 481

 e. Remove any jams or obstructions.

Figure 7-537 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

482 Chapter 7 Numerical control panel messages

 b. Open the inner jam cover.

Open jam access

c. Locate the diverter and check it by pushing down and releasing it.

Figure 7-538 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians 483

 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.

3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

5. Check all connections on the scanner control board and from the scanner control board to the formatter
and the DC controller or the engine control board. If all connections are good, replace the scanner control
board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.

Recommended action for customers

1. Turn the printer off.

484 Chapter 7 Numerical control panel messages

 2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off.

2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. Open the automatic document feeder and verify the LED scan bar moves while opening.

5. If the error persists, check the scanner motor.

a. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 485

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/document feeder Test Routines

b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex Registration
Sensor.

c. If the motor does not function correctly, replace the stepping motor.

Part number: JC31-00158A

30.01.41
Scanner 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. 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.

d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)

e. Select Retrieve Diagnostic Data.

f. Check Create Zipped debug data.

g. Un-check the Clean up debug data option.

h. Select Save to USB drive.

486 Chapter 7 Numerical control panel messages

 i. Select Save.

NOTE: If the file size is smaller than 10Mb then correct log has not been captured.

30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs with the
Main PCA.

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

1. Turn the printer off, and then on.

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

Scan joint PCA part number: JC92-02781A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the harness connections below.

a. Main PCA – Scan joint PCA (Callout 1)

30.01.56 Scanner Error, power off/on 487

 b. Scan joint PCA – ADF PCA (Callout 2)

3. If the error persists, check whether the firmware for both the ADF PCA and Scan joint PCA is correctly
installed.

a. From the home screen on the printer control panel, select the Support Tools icon.

b. Select the Service menu, and then type the correct service access code for the printer.

c. Select the Service Tools menu, and then click Information, Software version.

d. Check to make sure that ADF Firmware Version and Scanner Version shows correctly.

e. If any PCA firmware version shows “N/A”, install the latest version firmware again with the process
described below, using Erase/Unlock in the Pre-boot menu.

488 Chapter 7 Numerical control panel messages

 4. Install the latest firmware version from the Pre-boot menu.

NOTE: This procedure erases all data on the disk and unlocks the disk to allow a user to gain access to it.

a. Turn the printer off, and then on. Touch the middle of the control-panel display when you see the "1/8"
under the logo during the boot up process to enter the Pre-boot menu.

b. On the Pre-boot menu screen, select Administrator.

c. Select Boot Device.

d. Select the Erase/Unlock option.

e. Wait for the erase process to complete, and for the screen to return to the Pre-boot menu.

NOTE: The printer cannot be used until the system files are re-installed.

f. From the Pre-boot menu, open the Administrator menu and select Downloads.

g. Insert a USB thumb drive with the HP Future Smart Bundle firmware latest version.

h. Select the USB thumb drive option.

i. Make sure latest firmware version is selected and then select OK.

j. After the file has been downloaded, turn the printer off and then on.

k. Wait for the firmware update to complete and for the printer to arrive at a Ready state.

5. If the error persists, replace the Scan joint PCA.

Scan joint PCA part number: JC92-02781A

NOTE: Make sure the correct firmware is installed on the board by following the Step 3 above.

6. If the error persists, replace the parts below at the same time. Then escalate the issue through Standard
Support Process.

ADF board part number: JC92-02964B

Scan joint PCA part number: JC92-02781A
Main PCA part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

● For E825 z, dn bundle: JC82-00542A

● For E825 du bundle: 5CM58-67001

30.01.57
There is a communication issue with the PCIe connection.

Scan Device detects error with communication with CPB due to lost PCIe connection with Scan ASIC.

30.01.57 489
 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 the corrective actions below:

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections between the formatter and main board PCA.

4. If the cables are damaged or if you are unsure of their condition, replace the cables as needed.

Main to HP Formatter LAN cable: JC39-02567A

Engine interface cable - to Main Board: JC39-02553A
HDMI Cable Formatter E8 - Main Board: JC39-02584A

5. reassemble the printer and turn it on.

6. If the error persists, please collect diagnostic files and elevate the case to the GBU using your Standard
Support Process

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)

e. Select Retrieve Diagnostic Data.

f. Check Create Zipped debug data.

g. remove the check from Clean up debug data.

h. Select Save to USB drive.

i. Select Save.

NOTE: If the file size is smaller than 10Mb then correct log has not been captured.

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

490 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. Verify the document feeder top cover is completely closed when feeding pages through it.

2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.

3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.

4. Clean the scanner glass and all the calibration strips.

5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.

7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests >Scanner Tests. Look for tests related to the document feeder, such as the Jam Cover
Sensor test.

8. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.

10. If the error persists, replace the document feeder assembly.

31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.

● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.

● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

Recommended action 491

 2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operation of the parts related to the error.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0186, Document Scanin Release Motor Forward

● 05-0187, Document Scanin Release Motor Backward

● 05-0153, Document Scanin Release Sensor

● 05-0154, Document Separation Up Down Sensor

c. Replace the following parts as needed.

Scan-in release motor part number: JC31-00009C

Scan-in sensor part number: 0604-001381
Separation sensor part number: 0604-001381

5. Replace the scan-joint board.

Part number : JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.

● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.

● 31.03.41 The document feeder pickup cam is not working.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

492 Chapter 7 Numerical control panel messages

 2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operation of the parts related to the error.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0130, Document Pickup Motor Forward

● 05-0131, Document Pickup Motor Backward

● 05-0140, Document Pickup Roller Detect Sensor

● 05-0184, Document Pickup Release Motor Forward

● 05-0185, Document Pickup Release Motor Backward

c. Replace the following parts as needed.

Pickup motor part number: JC31-00132A

Pickup release motor part number: JC31-00009C
Pickup roller detect sensor part number: 0604-001381

5. Replace the scan-joint board.

Part number : JC92-02781A

Recommended action for call-center agents and onsite technicians 493

 For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.13.00
Multipick jam in document feeder.

NOTE: This event code occurs only on HP Color LaserJet Managed Flow MFP E876, E783, E778, and HP
LaserJet Managed Flow MFP E825, E725 z-bundle.

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.

Figure 7-539 Check for a paper jam

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 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.

494 Chapter 7 Numerical control panel messages

 c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.

Figure 7-540 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

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

Recommended action for call-center agents

1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.

Recommended action for call-center agents 495

 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.

Figure 7-541 Check for a paper jam

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 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.

496 Chapter 7 Numerical control panel messages

d. Once multi-feed detection is selected, select the Off option.

Figure 7-542 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

Recommended action for call-center agents 497

 8. If the error persists across multiple jobs, try to clean the pickup roller from the window of the cover.

Figure 7-543 Clean the pickup roller

9. If the error persists, dispatch an on-site engineer with the part:

Z-bundle ADF separation roller assembly part number: JC97-04915A

Z-bundle ADF pickup roller assembly part number: JC97-04650A

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.

498 Chapter 7 Numerical control panel messages

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.

Figure 7-544 Check for a paper jam

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 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.

Recommended action for onsite technicians 499

 d. Once multi-feed detection is selected, select the Off option.

Figure 7-545 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

500 Chapter 7 Numerical control panel messages

8. If the error persists across multiple jobs, clean the ADF separation roller (callout 1), ADF feed roller (callout
2), and pickup roller (callout 3).

Figure 7-546 Clean the ADF rollers

3
2

For instructions: Removal and replacement: Z-bundle ADF pickup roller assembly See the Repair Service
Manual for this product.

For instructions: Removal and replacement: Z-bundle ADF separation roller assembly See the Repair Service
Manual for this product.

9. If the error persists, inspect the ADF separation roller and ADF pickup roller life.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Information

● Field Replacement Unit

● ADF Pickup roller and ADF Separation (Reverse) Roller

b. Check if the count number is about to reach at maximum life. This value is described as cycle count.

c. If the roller is new, remove and reinstall the roller.

d. If the ADF roller is worn out, replace the roller.

Z-bundle ADF separation roller assembly: JC97-04915A

Recommended action for onsite technicians 501

 Figure 7-547 Z-bundle ADF separation roller assembly

Z-bundle ADF pickup roller assembly: JC97-04650A

Figure 7-548 Z-bundle ADF pickup roller assembly

NOTE: The ADF pickup roller and separation roller life are the same: 200,000 pages in total.

NOTE: The ADF separation roller assembly does not have Spring CS JC61-08235A. HP recommends
having a spring prepared just in case.

For instructions: Removal and replacement: Z-bundle ADF pickup roller assembly See the Repair
Service Manual for this product.
For instructions: Removal and replacement: Z-bundle ADF separation roller assembly See the Repair
Service Manual for this product.

31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

502 Chapter 7 Numerical control panel messages

 2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

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

Recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is slightly
lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector, test.

Figure 7-549 CN9 connection

5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
cable.

Part number: (elevate case to get cable)

6. For GX series automatic document feeders, check if there is any problem in the operating parts including
the motor.

a. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 503

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.

c. If the motor does not function correctly, replace the lift motor for the flow document feeder.

Part number: JC31-00009C

7. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor.
It the sensor fails, replace the sensor.

Part number: 0604-001381

8. Replace the document feeder PCA

Part number (LX): JC92-02962A

Part number (GX): JC92-02964A
Part number (sGX): JC92-02964B

9. If the error persists, replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.13.02
Original paper jam in front of the scanner

Recommended action for customers

1. Open the document feeder cover remove any jammed paper. Then close the top door of the scanner and
check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door and check
whether the problem occurs again.

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

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

504 Chapter 7 Numerical control panel messages

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dnmodelsonly

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover.

a. Push and release the pick-up module.

b. Check if the pick-up module returns to the original position.

c. Check if the spring is deformed. If the spring is defective, replace the spring.

Part number: 6107-003581

LX scanner recommended action for call-center agents and onsite technicians 505
 3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

506 Chapter 7 Numerical control panel messages

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001502

GX scanner recommended action for call-center agents and onsite technicians 507
 3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly, replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the Repair
Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

4. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

508 Chapter 7 Numerical control panel messages

 For instructions:
dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

GX scanner recommended action for call-center agents and onsite technicians 509
 7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual for
this product.

9. Replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.13.03
Jam in the automatic document feeder.

When feeding the original, the front end of the original reached the feed sensor and the paper was fed the
designated distance, but the rear end of the original failed to get out of the feed sensor.

Recommended action for customers

1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.

2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray again,
close the door and check whether the problem occurs again.

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

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

510 Chapter 7 Numerical control panel messages

● E78223-E78230 dn models only

1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator, check that the actuator returns to its original position.

b. Check if the registration actuator returns to the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

LX scanner recommended action for call-center agents and onsite technicians 511
 4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

Figure 7-550 Sensor location

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly, replace the automatic document feeder assembly.

Part number: Non- Flow ADF assembly - JC97-04954A

5. Check the reflect film. If it is contaminated, clean it.

512 Chapter 7 Numerical control panel messages

 6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If the wire
harness connector is pull out slightly on the outside edge from the CN2 connector, then the automatic
document feeder will give a 31.13.03 error. Reseat the cable and test.

Figure 7-551 PCA connector

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

GX scanner recommended action for call-center agents and onsite technicians 513
 ● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0050, Document Feed Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001502

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the Repair
Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

514 Chapter 7 Numerical control panel messages

4. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:
dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

GX scanner recommended action for call-center agents and onsite technicians 515
 6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual for
this product.

9. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.13.04
Jam in the automatic document feeder.

Foreign substances are in the simplex scan sensor.

516 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door and check
whether the problem occurs again.

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

LX scanner recommended action for call-center agents and onsite technicians

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

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

Recommended action for customers 517

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

5. Check the reflect film. If it is contaminated, clean it.

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the simplex registration sensor.

518 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the Repair
Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

3. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:

GX scanner recommended action for call-center agents and onsite technicians 519
 dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

4. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

5. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

520 Chapter 7 Numerical control panel messages

 6. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

7. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual for
this product.

8. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

31.13.05
Original paper jam in the exit area of scanner

When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor and
the paper was fed the designated distance, but the rear end of the original failed to get out of the duplex scan
sensor.

Recommended action for customers

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door and check
whether the problem occurs again.

LX scanner recommended action for call-center agents and onsite technicians

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

IMPORTANT: The following troubleshooting is only for the LX scanner. For troubleshooting for the GX scanner,
see the next complete section titled "GX scanner recommended action for call-center agents and onsite
technicians ".

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

31.13.05 521
 ● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder cover. If there is jammed paper, remove it.

2. If this error occurs continually, check the registration sensor and the registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393
DSDF pickup part number: JC97-04856A

522 Chapter 7 Numerical control panel messages

 3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.

a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.

Callout 1 - Scan 2 sensor.

Callout 2 - Exit sensor.

b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).

Part number: Non Flow ADF – LX Kit - JC97-04954A

c. If the exit sensor fails, replace the DSDF exit assembly.

Part number: JC97-04663A

GX scanner recommended action for call-center agents and onsite technicians

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

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

GX scanner recommended action for call-center agents and onsite technicians 523
 2. If this error occurs continually, check the document feeder scan out sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0071, Document Scan Read Sensor 2.

c. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

3. Check the following motors.

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

4. As needed, replace the failing motor.

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual for
this product.

524 Chapter 7 Numerical control panel messages

 5. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

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

1. Turn the printer off, and then on.

2. Retry the job.

32.08.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
■ 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 525

 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.

526 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) 527

 32.1C.40
The backup operation completed successfully (informational).

Recommended action
■ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

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
■ 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
■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
■ No action necessary.

32.1C.46
An expected component could not be found and was thus not backed up. Because components should be known
on backups, this code is a warning (informational).

528 Chapter 7 Numerical control panel messages

Recommended action
■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

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.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
■ No action necessary.

Recommended action 529

 32.1C.57
Reset aborted (informational).

Recommended action
■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

Recommended action
■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

530 Chapter 7 Numerical control panel messages

Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to and from
the compressed (ZIP) file.

Recommended action
■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
■ Retry the job.

33.WX.YZ error messages

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component might have
been previously installed in another printer and is therefore locked to that other printer. Or, the component might
be incorrect for this printer.

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

■ Install the correct component for this printer.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
■ No action necessary.

Recommended action 531

 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

1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under TPM,
select the Stop Using option if you no longer want to use the TPM accessory.

3. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The original TPM
module must be returned or you may select the Stop Using option in the preboot TPM sub-menu.

Recommended action

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

532 Chapter 7 Numerical control panel messages

 1. Turn the printer off and remove the TPM module. The printer will not be protected.

2. If choosing to protect the printer with the used TPM, refer to the "Install a new or re-enable an existing
TPM after disabling a previous TPM" section of the http://h10032.www1.hp.com/ctg/Manual/c04499622
(c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different TPM
accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM module that
was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is unavailable or
damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for call center agents and 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.

33.04.04 or 33.04.05 Unknown TPM 533

 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.

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.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
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).

534 Chapter 7 Numerical control panel messages

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

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 for customers

1. Turn the printer off then on.

33.05.1x Whitelisting errors 535

 2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turned off,
and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

For more information on the Intrusion Detection error, go to the following document: c04863614.

HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

536 Chapter 7 Numerical control panel messages

 2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turned off,
and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

For more information on the Intrusion Detection error, go to the following document: c04863614.

HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual

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.

40.* errors 537

 Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO <x> bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.00.05 Embedded I/O bad transmission To continue, touch “OK”

The USB device has been removed.

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
■ 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
■ 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.

538 Chapter 7 Numerical control panel messages

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

1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.

● Y = A: Size mismatch. Detected paper too long.

● Y = B: Size mismatch. Detected paper too short.

● Y = C: Size mismatch. Inter-page gap error.

● Z = D: Source is the duplexer.

● Z = 1: Source is tray 1.

● Z = 2: Source is tray 2.

● Z = 3: Source is tray 3.

● Z = 4: Source is tray 4.

● Z = 5: Source is tray 5.

● Z = 6: Source is tray 6.

Recommended action for customers

1. Touch OK to use another tray.

Recommended action 539

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

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

Recommended action for call-center agents and onsite technicians

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

1. Touch OK to use another tray.

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

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: JC90-01619A

Tray 3 part number: 5QJ90-60109
Tray 4 part number: JC90-01666A
Tray 5 part number: JC90-01664A

540 Chapter 7 Numerical control panel messages

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.

Part number: JC93-00018B

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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

Recommended action for call-center agents and onsite technicians 541

 ● 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: JC93-00018B

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 and onsite technicians

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

542 Chapter 7 Numerical control panel messages

1. Touch OK to use another tray.

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

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back of the
tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: JC90-01610A

Tray 3 part number: JC90-01611A
Tray 4 part number: JC90-01652A
Tray 5 part number: JC90-01654A

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.

Part number: JC92-02622A

Recommended action for call-center agents and onsite technicians 543

 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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC92-02622A

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.

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 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. Retry the job.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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.

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.

Recommended action for call-center agents and onsite technicians 545

 7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the latest
version.

Go to HP FutureSmart - Latest Firmware Versions.

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
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.

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.

546 Chapter 7 Numerical control panel messages

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.

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 HP LaserJet Enterprise MFP - Set up Scan to Email.

44.04.xx Error Event log message (Multifunction product only.) 547

 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
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

548 Chapter 7 Numerical control panel messages

 ● 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.

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 549

 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.

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.

550 Chapter 7 Numerical control panel messages

 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.

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.

44.16.0A Error Event log message (Multifunction product only.) 551

 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.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.

44.90.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.

552 Chapter 7 Numerical control panel messages

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 Tools Menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.

Recommended action for customers

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 technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

45.00.1C
Operation Time Out

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, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

45.00.07 553
 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 technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

45.00.70
Network connection not present. Port is initializing or is unavailable.

Typically, the RJ45 cable between the main board and formatter is disconnected.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

Recommended action for customers

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 technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

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.

554 Chapter 7 Numerical control panel messages

 ● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print driver

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network, look at the network port connection on the back of the
printer, and verify that the amber activity light flashes indicating network traffic, and the green link-status
light is continuously lit indicating a network link. If the problem continues, try a different network cable or
port on the hub and check network configuration settings such as the printer's IP address.

3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.

4. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
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, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)

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.

Recommended action for customers 555

 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 Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.00.xx
Back channel internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.01.xx
Image transformer internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

556 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, clear the active partition by using the Format Disk item in 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.

47.02.xx
Job parser internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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 557

 Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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.

558 Chapter 7 Numerical control panel messages

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.06.xx
Print application internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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

47.06.xx 559
 ● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action for customers

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools/Troubleshooting/Diagnostics menu, run the hard disk tests to validate the health
of the device. Fix any issue found with the mass storage device.

3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

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.

Go to HP FutureSmart - Latest Firmware Versions.

560 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

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

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)

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 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
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive 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 561

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Please go to the following document for troubleshooting procedures:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E82560,

E87640-E87660 - 49.13.0 in solid condition

49.38.0C or 49.38.0D
A 49.38.0C or 49.38.0D error intermittently (or persistently) displays on the printer 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

1. Turn the printer off, and then on.

2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job,
troubleshoot with the flowcharts in the following document:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent)

3. If any of the following symptoms are observed, continue to the next step.

● The error returns after temporarily being cleared by power-cycling the printer, performing a partial
clean, or formatting the hard drive

● A "Disk Full" or "Data Corruption" error message displays on the printer control panel

● The printer hangs with an "Initializing..." message continuously displayed on the control panel

4. Click the link below to open the Service Action Advisory (SAA) and follow the steps provided to determine if
the issue is covered by the SAA and warrants a replacement of the hard disk drive (HDD) free of charge.

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78323-E78330, E82540-E82560,

E87640-E87660 - A 49.38.0C or 49.38.0D error displays on the printer control panel or in the event
log (Service Action Advisory)

IMPORTANT: Do NOT perform a partial clean or replace any parts before obtaining the Device Data File.

If the printer is not operating normally due to a fatal hard disk failure and you are unable to obtain the
Device Data File (.xml), check other failure conditions.

● If the scope (failure condition) described in the Service Action Advisory is met, log an 02G case, dispatch
a Hard Disk Drive (HDD) to fix the failing printer.

● If the scope (failure condition) described in the Service Action Advisory is not met, or the customer is
unable to verify all the failure conditions, log a normal process case, dispatch an onsite technician with
a Hard Disk Drive (HDD) part.

562 Chapter 7 Numerical control panel messages

 Table 7-4 Hard Disk Drive part information

Part name Part number

500GB secured Hard Disk Drive (HDD) L41606-011

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job,
troubleshoot with the flowcharts in the following document:

3. If any of the following symptoms are observed, continue to the next step.

● The error returns after temporarily being cleared by power-cycling the printer, performing a partial
clean, or formatting the hard drive

● A "Disk Full" or "Data Corruption" error message displays on the printer control panel

● The printer hangs with an "Initializing..." message continuously displayed on the control panel

4. Click the link below to open the Service Action Advisory (SAA) and follow the steps provided to determine if
the issue is covered by the SAA and warrants a replacement of the hard disk drive (HDD) free of charge.

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78323-E78330, E82540-E82560,

E87640-E87660 - A 49.38.0C or 49.38.0D error displays on the printer control panel or in the event
log (Service Action Advisory)

IMPORTANT: Do NOT perform a partial clean or replace any parts before obtaining the Device Data File.

If the printer is not operating normally due to a fatal hard disk failure and you are unable to obtain the
Device Data File (.xml), check other failure conditions.

● If the scope (failure condition) described in the Service Action Advisory is met, log an 02G case, dispatch
a Hard Disk Drive (HDD) to fix the failing printer.

● If the scope (failure condition) described in the Service Action Advisory is not met, or the customer is
unable to verify all the failure conditions, log a normal process case, dispatch an onsite technician with
a Hard Disk Drive (HDD) part.

Table 7-5 Hard Disk Drive part information

Part name Part number

500GB secured Hard Disk Drive (HDD) L41606-011

5. If the error persists, elevate to next level support.

49.XX.YY Error To continue turn off then on

A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

Recommended action for onsite technicians 563

 ● 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.

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.

564 Chapter 7 Numerical control panel messages

 ● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:

HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

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 required temperature.

The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

50.* errors 565

 Recommended action 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.

● 110V fuser part number: Z7Y75-67002

● 220V fuser part number: Z7Y76-67002

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

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

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: Z7Y75-67002

220V fuser part number: Z7Y76-67002
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

566 Chapter 7 Numerical control panel messages

5. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02217A, Fuser drawer connector

6. Replace the fuser.

110V fuser part number: Z7Y75-67002 (Fuser 110V)

220V fuser part number: Z7Y76-67002 (Fuser 220V)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. If the problem persists, replace the fuser drive board (FDB).

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E82540-E82560: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

NOTE: The main board PCA should be the last part replaced if needed.

8. If the problem persists, replace the main board as needed.

Main board part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E82540-E82560: Removal and replacement: Main board See the Repair Service Manual for this product.

Recommended actions for onsite technicians 567

 E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

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 and onsite technicians

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

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

2. Ensure that the 4 fuser screws are securely fastened.

NOTE: The loose screws can cause the gears to be noisy and the pressurization of the fuser to fail.

Figure 7-552 Fuser screws

3. If the error persists, check the pressure control unit.

a. Remove the fuser.

568 Chapter 7 Numerical control panel messages

 b. Visibly check if the rotating "flag" (called a cam) on the fuser is damaged or deformed.

NOTE: Use your thumb to rotate the fuser and check the cam flag and make sure the cut-out is not
damaged. If it is damaged, replace the fuser.

4. With the fuser out, ensure the fuser gap sensor is functioning correctly using the Engine Diagnostics in
service mode.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

b. Run test 109–0140 Fuser Gap Sensor. Using a piece of paper or another flat device, manually trip the
sensor to ensure that it functions correctly. If the sensor does not function correctly, replace it.

Part number: 0604-001393

Recommended actions for call-center agents and onsite technicians 569

 5. If the motor does not function correctly, replace the fuser drive unit.

Part number: JC93-01064A

For instructions:
E82540-E82560: Removal and replacement: Fuser output drive unit See the Repair Service Manual for this
product.
E87640-E87660: Removal and replacement: Fuser output drive unit See the Repair Service Manual for this
product.

6. If the problem persists, replace the fuser drive board (FDB).

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E82540-E82560: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

NOTE: The main board PCA should be the last part replaced if needed.

7. If the problem persists, replace the main board as needed.

Main board part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E82540-E82560: Removal and replacement: Main board See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

50.FF.03 Fuser error

The fuser unit cannot warm up. The temperature of the fuser is less than a certain temperature

The thermistor can’t measure temperature. The heat-roller will not heat-up.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

570 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

Recommended actions for call-center agents and onsite technicians 571

 8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.04 Fuser error

A fault occurred in the center thermistor, center lamp, or center heater control circuit.

A FSA error of the center thermistor's temperature slope occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

572 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

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

Recommended actions for call-center agents 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 573

 7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.05 Fuser error

A fault occurred in the center thermistor, center lamp, or center heater control circuit.

574 Chapter 7 Numerical control panel messages

 A FSA error of the center thermistor's temperature slope occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended action for customers 575

 7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

576 Chapter 7 Numerical control panel messages

 10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.06 Fuser error

Temperature of the thermistor is higher than the maximum allowable temperature.

The fuser (center) temperature is more than the permitted temperature for a certain amount of time.

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

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

50.FF.06 Fuser error 577

 For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:

578 Chapter 7 Numerical control panel messages

 E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.07 Fuser error

Temperature of the thermistor is higher than the maximum allowable temperature.

The fuser (center) temperature is more than the permitted temperature for 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

50.FF.07 Fuser error 579

 6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

580 Chapter 7 Numerical control panel messages

 9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.08 Fuser error

The temperature of the fuser changed suddenly (abnormal ADC).

Recommended 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

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Replace the fuser.

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

50.FF.08 Fuser error 581

 220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

6. If the problem persists, replace the fuser drive board.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E82540-E82560: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

50.FF.09 Fuser error

The temperature of the center of the fuser changed suddenly (abnormal ADC).

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

582 Chapter 7 Numerical control panel messages

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 583

 9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0A Fuser error

The temperature of the center of the fuser changed suddenly (abnormal ADC).

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

584 Chapter 7 Numerical control panel messages

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 585

 9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0B Fuser error

The temperature control of the fuser is abnormal.

The thermistor can’t measure the temperature. The heat-roller will not heat-up, or the temperature of the fuser
increases abnormally.

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

586 Chapter 7 Numerical control panel messages

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

Recommended actions for call-center agents and onsite technicians 587

 220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0C Fuser error

The temperature control of the fuser is abnormal.

Fuser low heat 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

588 Chapter 7 Numerical control panel messages

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

Recommended actions for call-center agents and onsite technicians 589

 8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0D Fuser error

The temperature measured in the thermistor remains less than the minimum temperature permitted during
printing.

Fuser low heat 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

590 Chapter 7 Numerical control panel messages

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

Recommended actions for call-center agents and onsite technicians 591

 8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.0E Fuser error

The temperature measured by the central thermistor is much lower than the control temperature.

Fuser low heat error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

592 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

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

Recommended actions for call-center agents

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 see if the error clears.

2. Turn the printer on and If the error returns, turn the printer off and check for paper in the fuser or wrapped
around the fuser sleeve.

CAUTION: The fuser might be hot. To prevent the potential of getting burned, make sure fuser has cooled
for 5 minutes before touching.

a. Open the right door.

b. Use the green tab on the left side of the fuser to open the fuser access door.

Recommended actions for call-center agents 593

 c. Check behind the open fuser access door for jammed or wrapped media and remove any found.

3. Turn the printer on.

4. If the error persists, turn the printer off, unplug the device from any power strips or uninterrupted power
supplies and plug the printer directly into a wall socket.

5. Make sure 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. If it is, move the printer away from the cool air source.

6. Turn the printer off, and then on. If the error persists, send a technician to replace the part below.

110V fuser part number: Z7Y75-67002

220V fuser part number: Z7Y76-67002

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 then on to see if the error clears.

2. If the error persists, 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. This can be
measured directly from the outlet socket using a voltmeter.

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. Turn the printer on and If the error returns, turn the printer off and check for paper in the fuser or wrapped
around the fuser sleeve.

CAUTION: The fuser might be hot. To prevent the potential of getting burned, make sure fuser has cooled
for 5 minutes before touching.

594 Chapter 7 Numerical control panel messages

a. Open the right door.

b. Use the green tab on the left side of the fuser to open the fuser access door.

Recommended actions for onsite technicians 595

 c. Check behind the open fuser access door for jammed or wrapped media and remove any found.

5. Inspect the fuser heat sleeve for damage, and then install the fuser. If damaged, replace the fuser.

NOTE: Note for HP Premiere Partners only: If at any time during the troubleshooting the error is found to
be caused by a torn fuser heat sleeve, use the following link for further instructions:

110V fuser part number: Z7Y75-67002

220V fuser part number: Z7Y76-67002

For instructions:

E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

6. Close the fuser access and right-side doors and turn the printer on. If the error continues, replace the fuser.

110V fuser part number: Z7Y75-67002

220V fuser part number: Z7Y76-67002
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

596 Chapter 7 Numerical control panel messages

7. If the problem persists after fuser replacement, reseat the connections between the fuser drive board
(FDB), fuser unit, and main board.

NOTE: Note for HP Premiere Partners only: If at any time during the troubleshooting the error is found to
be caused by a torn fuser heat sleeve, use the following link for further instructions:

Figure 7-553 Fuser drive board connection (Callout 2, 3, 4, and 6)

Figure 7-554 Main PCA connection with FDB and Fuser (Callout 3 and 21)

8. If the problem persists after verifying the connections are secure, replace the fuser drive board (FDB).

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E82540-E82560: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

9. If the problem persists after LVPS Type-5 replacement, replace the main board.

Main board part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions:

Recommended actions for onsite technicians 597

 E82540-E82560: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

10. If the problem is not resolved, elevate the case using Standard Support Process.

50.FF.0F Fuser error

The temperature measured in the central thermistor is much lower than the target temperature after the
warm-up period.

Fuser low heat 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

598 Chapter 7 Numerical control panel messages

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

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

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

Recommended actions for call-center agents and onsite technicians 599

 10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.10 Fuser error

The temperature measured by the side thermistor is much lower than the control temperature.

Fuser low heat 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

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 see if the error clears.

2. Turn the printer on and If the error returns, turn the printer off and check for paper in the fuser or wrapped
around the fuser sleeve.

CAUTION: The fuser might be hot. To prevent the potential of getting burned, make sure fuser has cooled
for 5 minutes before touching.

600 Chapter 7 Numerical control panel messages

a. Open the right door.

b. Use the green tab on the left side of the fuser to open the fuser access door.

Recommended actions for call-center agents 601

 c. Check behind the open fuser access door for jammed or wrapped media and remove any found.

3. Turn the printer on.

4. If the error persists, turn the printer off, unplug the device from any power strips or uninterrupted power
supplies and plug the printer directly into a wall socket.

5. Make sure 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. If it is, move the printer away from the cool air source.

6. Turn the printer off, and then on. If the error persists, send a technician to replace the part below.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C

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 then on to see if the error clears.

2. If the error persists, 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. This can be
measured directly from the outlet socket using a voltmeter.

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. Turn the printer on and If the error returns, turn the printer off and check for paper in the fuser or wrapped
around the fuser sleeve.

CAUTION: The fuser might be hot. To prevent the potential of getting burned, make sure fuser has cooled
for 5 minutes before touching.

602 Chapter 7 Numerical control panel messages

a. Open the right door.

b. Use the green tab on the left side of the fuser to open the fuser access door.

Recommended actions for onsite technicians 603

 c. Check behind the open fuser access door for jammed or wrapped media and remove any found.

5. Inspect the fuser heat sleeve for damage, and then install the fuser. If damaged, replace the fuser.

NOTE: Note for HP Premiere Partners only: If at any time during the troubleshooting the error is found to
be caused by a torn fuser heat sleeve, use the following link for further instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat
sleeve

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C

For instructions:

E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

6. Close the fuser access and right-side doors and turn the printer on. If the error continues, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C

604 Chapter 7 Numerical control panel messages

 For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. If the problem persists after fuser replacement, reseat the connections between the fuser drive board
(FDB), fuser unit, and main board.

NOTE: Note for HP Premiere Partners only: If at any time during the troubleshooting the error is found to
be caused by a torn fuser heat sleeve, use the following link for further instructions:

Figure 7-555 Fuser drive board connection (Callout 2, 3, 4, and 6)

Figure 7-556 Main PCA connection with FDB and Fuser (Callout 3 and 21)

8. If the problem persists after verifying the connections are secure, replace the fuser drive board (FDB).

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E82540-E82560: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

Recommended actions for onsite technicians 605

 9. If the problem persists after fuser drive board replacement, replace the main board.

Main board part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E82540-E82560: Removal and replacement: Main board See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

10. If the problem is not resolved, elevate the case using Standard Support Process.

50.FF.11 Fuser error

The temperature measured in the side thermistor is much lower than the target temperature after the warm-up
period.

Fuser low heat 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

606 Chapter 7 Numerical control panel messages

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 607

 9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.12 Fuser error

The printer detected that the temperature of the fuser is higher than the permitted limit.

Fuser over temperature 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 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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

608 Chapter 7 Numerical control panel messages

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

Recommended actions for call-center agents and onsite technicians 609

 220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.13 Fuser error

The printer detected that the temperature of the fuser is higher than the permitted limit.

Fuser over temperature error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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.

IMPORTANT: If at any time during the troubleshooting the error is found to be caused by a torn fuser roller
sleeve, go to the following document for instructions:

HP LaserJet Enterprise E87640-E87660, E82540-E82560 - 13.B9.Dx or 50.FF.xx due to torn fuser heat sleeve

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

610 Chapter 7 Numerical control panel messages

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

Recommended actions for call-center agents and onsite technicians 611

 8. Replace the fuser.

110V fuser part number: JC91-01240A (Changing to JC82-00477C when available)

220V fuser part number: JC91-01241A (Changing to JC82-00483C when available)
For instructions:
E82540-E82560: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
E87640-E87660: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board as needed.

Fuser drive board 110V part number: JC44-00235B

Fuser drive board 220V part number: JC44-00236B
For instructions:
E87640-E87660: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

10. If the problem persists after FDB replacement, replace the main board.

Main board part number:

● For E876 z, dn bundle: JC82-00543A

● For E876 du bundle: 5CM63-67001

For instructions:
E87640-E87660: Removal and replacement: Main board See the Repair Service Manual for this product.

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

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

Go to HP FutureSmart - Latest Firmware Versions.

612 Chapter 7 Numerical control panel messages

 3. Check the supplies status page using the Supplies menu on the control panel to verify that toner cartridges,
toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace the supplies and
maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are not past
their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or instruct the
customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/scanner to the
printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.DD.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.

Recommended action call-center agents and onsite technicians 613

 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

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.

c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.

d. If the temperature test is normal, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: 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.
110V fuser part number: JC82-00477C
220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

614 Chapter 7 Numerical control panel messages

 g. If the resistance measures OK, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

3. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser inner temperature sensor detected a breach of its upper or lower limit.

● 54.DD.05 The center thermistor sensor has an open circuit.

● 54.DD.06 The output of the inner temperature sensor is less than the minimum value permitted.

● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser.

a. Open the right side cover.

b. Remove the fuser.

54.DD.05, 54.DD.06 and 54.DD.07 error 615

 c. Check the connector between the fuser and the engine for damage. Replace the fuser as needed.

Part number (110V): JC91-01195A

Part number (220V): JC91-01194A
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

d. Remove the rear cover.

e. Disconnect and reconnect the connector 3 to the fuser on the main board PCA.

Figure 7-557 Main board PCA

f. If the connection is OK, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

3. If the all previous checks are OK, or if the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

616 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

4. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.

● 54.DD.08 The outer temperature sensor is faulty or not connected.

● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

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

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the temperature sensor.

a. Turn the printer off.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 617

 b. Remove the control panel bezel.

i. Open the document feeder, and then remove three screws.

ii. Place the control panel in the upright position.

iii. Gently pry the control panel bezel from the center screw hole, and the pry from the center of the
control panel bezel to the edge release.

CAUTION: Do not pry against the scanner glass when removing the control panel bezel.

c. Disconnect and reconnect the connector between the temperature sensor and the main board PCA to
ensure the connectors are seated correctly and are not damaged.

618 Chapter 7 Numerical control panel messages

 Figure 7-558 Connector 16 on the main board PCA

d. Turn the printer on, and retest.

e. If the error persists, replace the temperature/humidity sensor.

Part number: JC93-00486A

3. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

56.WX.YZ error messages

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, contact your
HP-authorized service or support provider, or contact HP support at www.hp.com/go/contactHP.

1. Turn the printer off, and then on.

2. If any third-party hardware is installed, remove it and try printing again.

3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.

4. Reinstall the tray, and make sure it is correctly seated.

56.* errors 619

 57.WX.YZ error messages
57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and then
on, and listen for noise coming from the area of each fan. Replace any fan that is not making noise.

2. Remove enough parts to access the DC controller or the power supply PCA. Check the connections from
each fan to the DC controller or power supply PCA. Reseat them if necessary.

3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the voltage
between the connectors for each fan and the DC controller. If the voltage changes from 0V to approximately
24V during the power-on cycle, replace the affected fan. If the voltage remains at 0V, replace the DC
controller.

57.00.01, 57.00.02 Fan failure

Switching mode power supply (SMPS) fan error.

● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.

● 57.00.02 The SMPS fan was activated, but it did not start.

Recommended action for customers

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 if the fan is operating correctly.

620 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0260, SMPS Fan Run.

c. If the fan does not function, remove the rear cover.

d. Check if the corresponding fan connector is connected correctly.

Figure 7-559 Fan

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans See the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 621

 4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans See the Repair Service Manual for this product.

57.00.05, 57.00.06, Fan failure

Exit fan error.

● 57.00.05 The exit fan was not activated, but the printer indicates that it is operating.

● 57.00.06 The exit fan was activated, but the printer indicates that it is stopped.

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

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.

622 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0046, Exit Fan Run and test 109–0047, Exit Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the output assembly (which includes the Exit Fans).

Part number: JC90-01369A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 623

 57.00.07, 57.00.08, Fan failure
Exit 2 fan error.

● 57.00.07 The exit 2 fan was not activated, but the printer indicates that it is operating.

● 57.00.08 The exit 2 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

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

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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0021, Exit 2 Fan Run and test 109–0022, Exit 2 Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the output assembly (which includes the Exit Fans).

Part number: JC90-01369A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

624 Chapter 7 Numerical control panel messages

 4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

57.00.09, 57.00.10, Fan failure

Exit 3 fan error.

● 57.00.09 The exit 3 fan was not activated, but the printer indicates that it is operating.

● 57.00.10 The exit 3 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

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

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

57.00.09, 57.00.10, Fan failure 625

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0023, Exit 3 Fan Run and test 109–0024, Exit 3 Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the output assembly (which includes the Exit Fans).

Part number: JC90-01369A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

57.00.11, 57.00.12, Fan failure

Exit 4 fan error.

626 Chapter 7 Numerical control panel messages

 ● 57.00.11 The exit 4 fan was not activated, but the printer indicates that it is operating.

● 57.00.12 The exit 4 fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

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

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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0025, Exit 4 Fan Run and test 109–0026, Exit 4 Fan Run Ready.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the output assembly (which includes the Exit Fans).

Part number: JC90-01369A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number:

Recommended action for customers 627

 ● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

57.00.15, 57.0016 LSU fan error

The LSU fan is faulty, or the fan-ready signal is abnormal.

● 57.00.15 The LSU fan was not activated, but the printer indicates that it is operating.

● 57.00.16 The LSU fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

628 Chapter 7 Numerical control panel messages

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110-0020, LSU Fan 1 Run Ready.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the defective fan.

Part number: JC31-01019A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-01019A

57.00.21, 57.00.22 OPC fan error The OPC fan is faulty, or the fan-ready signal is
abnormal
● 57.00.21 The OPC fan does not operate correctly.

57.00.21, 57.00.22 OPC fan error The OPC fan is faulty, or the fan-ready signal is abnormal 629
 ● 57.00.22 The OPC fan was not activated, but the printer indicates that it is operating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0071, Drum Fan Run. If the fan runs but status is LOW; replace the fan:

Part number: JC31-00161A

630 Chapter 7 Numerical control panel messages

 Figure 7-560 Checking the drum fan

NOTE: In order to remove the duct housing the fan, the developing unit must first be removed to
access the locking tab that keeps the duct in place.

c. If the fan does not function, remove the rear cover.

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 behind the fan's
sticker).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00161A

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

Recommended action for call-center agents and onsite technicians 631

 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:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

57.00.25
GX or sGX scanner document feeder LVPS fan 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. Check the connection of the corresponding fan to wiring harness.

NOTE: The 3 pin connector from the power supply (LVPS type 4) can be swapped with the fan to produce
this error.

Two of the connectors are the same size and might be installed in the incorrect positions. Make sure that
the two-wire harness (callout 1) is installed on the LVPS Type 4 and the three-wire harness (callout 2) is
installed in the fan connector behind the LVPS Type 4 cage.

632 Chapter 7 Numerical control panel messages

 Figure 7-561 Check connections

3. Ensure the connections to the fan are secure by disconnecting and reconnecting the cable.

4. If the error persists, replace the dc fan on the left side of the LVPS Type 4 cage.

Fan type 3 Part number: JC31-00154A

57.00.27 Fan failure

Switching mode power supply (SMPS) fan 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. Check if the fan is operating correctly.

57.00.27 Fan failure 633

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0261, SMPS Fan Run.

c. If the fan does not function, remove the rear cover.

d. Check if the corresponding fan connector is connected correctly.

Figure 7-562 Fan location

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans See the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

634 Chapter 7 Numerical control panel messages

 4. If the SMPS board is normal, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with a digital volt meter
(3.3V).

6. Check the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

c. If the signal value is not 0V when the fan is running, replace the fan.

Part number: JC31-00154A

For instructions: Removal and replacement: LVPS fans See the Repair Service Manual for this product.

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.

59.* errors 635

 2. Check all connections on the main control board of the printer, (DC controller, Engine control board ECB)
each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if necessary.

59.00.10, 59.00.20 Motor error

Feed/MP motor error.

● 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 and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the feed/MP motor for damage.

a. Open the side cover.

b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers from
turning. If there is any damage, replace the feed/MP drive assembly.

Part number: JC93-01062A

For instructions: Removal and replacement: Feed/MP drive unit See the Repair Service Manual for this
product.

3. Perform the engine diagnostic test for the feed/MP motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0340, Feed Motor Ready.

636 Chapter 7 Numerical control panel messages

 c. If the test fails, check if the wire harness on the fuser drive assembly and main board connector 9 are
connected correctly.

4. Test the 24V motor power using red and black wires on the motor connection (24V ± 5%).

a. If the power is abnormal, check the voltage from the chassis ground to the LVPS type 5 board. It
should be 24V.

NOTE: You can check this voltage on the main PCA connector (pins 3, 4, 5, 6 on the large connector
and pins 2, 3, 4 on the smaller connector). The two connectors are shown in the following image.

Figure 7-563 Connector 13 and 14 on the main board PCA

b. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

c. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

d. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Main board PCA part number:

Recommended action for call-center agents and onsite technicians 637

 ● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. Check the motor signal 3.3V with the yellow wire and chassis ground. Run test 100-0340, Feed Motor
Ready with the motor connected and disconnected, and with the motor running and stopped.

a. If the voltage is ~0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

c. If the signal value is not 3.3V ± 5% when the motor is running, replace the motor.

Part number: JC31-00132A

6. If the motor signal and power are normal, replace the motor or the feed/MP drive assembly.

Motor part number: JC31-00132A

Feed drive assembly part number: JC93-01062A
For instructions: Removal and replacement: Feed/MP drive unit See the Repair Service Manual for this
product.

7. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

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.

638 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or obstructions
cannot be cleared, replace the fuser drive.

Part number: JC93-01064A

For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

3. If the fuser and gear drive are OK, check the fuser drive motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0034, Fuser Motor Ready. If the motor functions correctly, skip to checking the signal
voltage on the main board PCA.

Recommended action for call-center agents and onsite technicians 639

 c. If the test fails, check if the wire harness on the fuser drive assembly and main board connector 2 are
connected correctly.

d. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.

e. If the power is abnormal, check the voltage from chassis ground to the LVPS type 5 board. It should be
24V.

NOTE: You can check this on the main PCA connector (pins 3, 4, 5, 6 on the large connector and pins
2, 3, 4 on the smaller connector). The two connectors are shown in the following image.

Figure 7-564 Connector 13 and 14 on the main board PCA

640 Chapter 7 Numerical control panel messages

 f. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

g. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

h. If the voltage is good from the LVPS but not normal when plugged into connectors, replace the main
board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

i. If the voltage is good, continue with checking the signal voltage.

4. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should be
3.3V ± 5% when running and when 0V stopped.

Figure 7-565 Test pin 7 to chassis ground

b. If it is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

d. If the value is normal, replace the fuser drive motor or the fuser drive.

Fuser drive motor part number: JC31-00123B

Recommended action for call-center agents and onsite technicians 641

 Fuser drive part number: JC93-01064A
For instructions: Removal and replacement: Fuser output drive unit See the Repair Service Manual for
this product.

5. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

59.05.50, 59.05.60 Motor error

OPC motor error.

● 59.05.50 The OPC motor is operating, but the printer indicates that it is stopped.

● 59.05.60 The OPC 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 and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. If the error persists, check the image drum.

a. Open the front and side cover.

b. Remove the image drum unit.

c. Using your thumb on the gear, ensure that the drum rotates freely. If it does not, replace the image
drum.

Part number: X3A74-67902

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.

642 Chapter 7 Numerical control panel messages

3. If the image drum is OK, check the OPC drive motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0044, OPC K Motor.

Recommended action for call-center agents and onsite technicians 643

 c. If the motor is not operational, check if the wire harness between the motor and connector 12 on the
main board PCA are connected correctly.

Figure 7-566 Main board PCA

4. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should be
3.3V ± 5% when running and ~0V when stopped.

Figure 7-567 Test pin 7 to chassis ground

b. If it is ~0V continually, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

c. If the value is normal, check the 24V power.

644 Chapter 7 Numerical control panel messages

5. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.

a. If the power is abnormal, check the voltage from chassis ground to the LVPS type 5 board. It should be
24V.

NOTE: You can check this on the main PCA connector 13 (pins 3, 4, 5, 6) and connector 14 (pins 2, 3,
4) as shown in the following image.

Figure 7-568 Main board PCA

b. If the voltage from the main board PCA is good, replace the OPC motor.

Part number: JC31-00075C

c. If the 24V is abnormal, disconnect the cables and test the voltage on the cable connectors from the
LVPS. (24V ± 5%)

d. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

e. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number:

Recommended action for call-center agents and onsite technicians 645

 ● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

6. If the error persists, replace the OPC motor.

Part number: JC31-00075C

7. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

59.05.70, 59.10.B0
Toner supply motor error.

Event code for firmware versions prior to FutureSmart 5.2

● 59.05.70: The black toner supply motor operates, but the toner is not supplied.

Event code for firmware version FutureSmart 5.2 and later

● 59.10.B0: The black toner supply motor operates, but the toner is not supplied.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

646 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Check the toner cartridge initial seal, make sure it has been completely removed.

Figure 7-569 Toner seal

2. Shake and reinstall the toner cartridge.

3. Check the connection to the supply motor harness. Disconnect and reconnect the harness.

4. With the toner cartridge out, perform the engine diagnostic test for the Toner Reservoir Motor K.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 111-0330, Toner Reservoir Motor K.

c. If the test fails, check if the wire harness on the drive assembly and main board connector are
connected correctly.

5. If the supply motor does not run without the toner cartridge, then replace the motor or the drive board.

Supply motor part number: JC93-01066B

For instructions: Removal and replacement: Toner supply motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 647

 6. If the same error occurs continuously, then replace the toner cartridge.

60.WX.YZ error messages

60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted and the
error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

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. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

648 Chapter 7 Numerical control panel messages

2. Ensure that the tray width and length guides are set to the correct paper size being installed into the tray.
The arrow on the guide should line up exactly with the line connected to the paper size designation. Ensure
that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.

Figure 7-570 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: JC90-01610A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 2 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

Recommended action for call-center agents and onsite technicians 649

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0200 (Tray 2 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions E82xxx series: Removal and replacement: Pickup drive unit 1 See the Repair Service
Manual for this product.
For instructions E87xxx series: Removal and replacement: Pickup drive unit 1 See the Repair Service
Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0050 tray 2 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001490

Pickup unit part number: JC93-01364A
For instructions E82xxx series: Removal and replacement: Pickup unit 1 See the Repair Service Manual
for this product.
For instructions E87xxx series: Removal and replacement: Pickup unit 1 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.

650 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

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. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

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 customers 651

 a. Remove tray 3 and examine the lift gear mechanism on the rear of the tray.

Figure 7-571 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: JC90-01611A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 3 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0210 (Tray 3 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions E82xxx series: Removal and replacement: Pickup drive unit 2 See the Repair Service
Manual for this product.
For instructions E87xxx series: Removal and replacement: Pickup drive unit 2 See the Repair Service
Manual for this product.

652 Chapter 7 Numerical control panel messages

 5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0120 tray 3 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001490

Pickup unit part number: JC93-01364A
For instructions E82xxx series: Removal and replacement: Pickup unit 2 See the Repair Service Manual
for this product.
For instructions E87xxx series: Removal and replacement: Pickup unit 2 See the Repair Service Manual
for this product.

60.00.04 or 60.01.04
indicates tray 4 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP high capacity input.

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 is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Verify which tray 4 type is installed: HP dual cassette feeder, or HP high capacity input tray.

Figure 7-572 HP LaserJet Dual Cassette Feeder

2. Remove any paper jam in tray 4 or tray 4 paper path.

60.00.04 or 60.01.04 653

 3. Open the indicated tray 4 and remove all paper from the tray.

4. 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.

5. Ensure the paper is correctly placed against the right side of the tray.

6. Reload the paper into the tray and close the paper tray.

7. If the error persists, turn the printer off, and then on.

8. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP high capacity input tray; Recommended action for customers

1. Verify which tray 4 type is installed: HP dual cassette feeder, or HP high capacity input tray.

Figure 7-573 HP LaserJet 2000 Sheet High Capacity Input (HCI)

2. Remove any paper jam in tray 4 or tray 4 paper path.

3. Open the 2000 sheet feeder, tray 4.

4. Removal all the paper and close the tray to see if the tray will lift correctly.

654 Chapter 7 Numerical control panel messages

5. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.

Figure 7-574 Paper loaded incorrectly

Figure 7-575 Paper loaded correctly

HP high capacity input tray; Recommended action for customers 655

 6. Ensure both sides of the tray are not overloaded, and the paper does not cover and part of the maximum
height label.

7. close the tray to see if the error has disappeared.

8. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 4; Recommended action for call-center agents

1. Check the configuration page (via Control Panel Menu or EWS > Configuration Page > Paper Trays and
Options) or ask the customer, verify the tray 4 type: HP dual cassette feeder, or HP high capacity input tray.

2. Follow the instruction for different tray 4.

3. Remove any paper jam in tray 4 or tray 4 paper path.

4. Open the indicated tray 4 and remove all paper from the tray.

5. 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.

6. Ensure the paper is correctly placed against the right side of the tray.

7. Reload the paper into the tray and close the paper tray.

8. If the error persists, turn the printer off, and then on.

9. If the error persists

a. If the error persists without a grinding noise, dispatch an onsite technician with the Lift Drive Shift
Assembly part.

Lift Drive Shift Assembly Part number: JC93-01118A

b. If the error persists and a grinding noise is heard, dispatch an onsite technician with the Cassette Tray
part.

Cassette Tray Part number: JC90-01654A

HP high capacity input tray: Recommended action for call-center agents

1. Remove any paper jam in tray 4 or tray 4 paper path.

656 Chapter 7 Numerical control panel messages

2. Open the 2000 sheet feeder, tray 4.

3. Removal all the paper and close the tray to see if the tray will lift correctly.

4. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.

Figure 7-576 Paper loaded incorrectly

HP high capacity input tray: Recommended action for call-center agents 657
 Figure 7-577 Paper loaded correctly

5. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.

6. Close the tray to see if the error has disappeared.

7. Test printing from tray 4.

a. If the error persists without a grinding noise, dispatch an onsite technician with the Lift Drive Shift
Assembly part.

Lift Drive Shift Assembly Part number: JC93-01118A

b. If the error persists and a grinding noise is heard, dispatch an onsite technician with the Cassette Tray
part.

Cassette Tray Part number: JC90-01642A

HP dual cassette feeder, tray 4; Recommended action for onsite technicians

1. check the configuration page (via Control Panel Menu or EWS > Configuration Page > Paper Trays and
Options) or the location and appearance, verify the tray 4 type: HP dual cassette feeder, or HP high capacity
input tray.

2. follow the instruction for different tray 4.

3. Remove any paper jam in tray 4 or tray 4 paper path.

4. Open the indicated tray and remove all paper from the tray.

658 Chapter 7 Numerical control panel messages

5. 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.

6. Check the tray lift mechanism.

a. Remove tray 4 and examine the lift gear mechanism on the rear of the tray.

Figure 7-578 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 4 part number: JC90-01654A

7. If the tray is good, test the tray lift motor.

a. Make sure tray 4 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

HP dual cassette feeder, tray 4; Recommended action for onsite technicians 659
 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0220 (Tray 4 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive motor(Callout 1) or pickup/lift drive assembly(Callout 2).

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
Figure 7-579 Pickup/lift drive

For instructions: Removal and replacement: Dual cassette feeder drive motor See the Repair Service
Manual for this product.

8. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0190 tray 4 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor(Callout 1) or Tray 4 pickup unit(Callout 2).

Sensor part number: 0604-001490

660 Chapter 7 Numerical control panel messages

 Figure 7-580 Stack height sensor (Callout 1)

Pickup unit part number: JC93-01364A

Figure 7-581 Tray4 pickup unit (Callout 2)

For instructions: Removal and replacement: Dual cassette pickup unit See the Repair Service Manual for
this product.

HP high capacity input tray: Recommended action for onsite technicians

1. Remove any paper jam in tray 4 or tray 4 paper path.

2. Open the 2000 sheet feeder, tray 4.

3. Removal all the paper and close the tray to see if the tray will lift correctly.

HP high capacity input tray: Recommended action for onsite technicians 661
 4. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.

Figure 7-582 Paper loaded incorrectly

Figure 7-583 Paper loaded correctly

662 Chapter 7 Numerical control panel messages

 5. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.

6. Close the tray to see if the error has disappeared.

7. If the error persists, check the following document for the procedure to follow:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -

60.00.04 error at 2,000 Sheets High Capacity Input
HP LaserJet Managed MFP E82540, E82550, E82560, E87640, E87650, E87660 - “Tray 4 lift error” and
grinding noise when using the 2,000-sheet High-Capacity Input (HCI) Tray (Emerging issue)

a. If the error persists without a grinding noise, replace the Lift Drive Shift Assembly part.

Lift Drive Shift Assembly Part number: JC93-01118A

b. If the error persists and a grinding noise is heard, replace the Cassette Tray part.

Cassette Tray Part number: JC90-01642A

60.00.05 or 60.01.05
indicates tray 5 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP 3000 sheet side high
capacity input.

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 is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

60.00.05 or 60.01.05 663

 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. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP 3000 sheet side high capacity input; Recommended action for customers

1. Open the side 3000 sheet feeder and remove all paper from the tray.

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. Ensure the paper is correctly placed against the left side of the tray.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

664 Chapter 7 Numerical control panel messages

2. Ensure that the tray width and length guides are set to the correct paper size being installed into the tray.
The arrow on the guide should line up exactly with the line connected to the paper size designation. Ensure
that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray 5 and examine the lift gear mechanism on the rear of the tray.

Figure 7-584 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 5 part number: JC90-01652A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 5 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians 665
 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0230 (Tray 5 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions: Removal and replacement: Dual cassette feeder drive motor See the Repair Service
Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0260 tray 5 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001490

Pickup unit part number: JC93-01364A
For instructions: Removal and replacement: Dual cassette pickup unit See the Repair Service Manual for
this product.

HP 3000 sheet side high capacity input; Recommended action for call-center agents and onsite technicians

1. Ensure the tray is not over-filled.

2. Test the side HCI tray lift motor.

a. Open the top right cover of the HCI

b. Defeat the right cover interlock switch near the front using a flat blade screwdriver and push to the
right.

c. Listen for the sound of the tray lift motor.

d. If the motor fails to run, replace the lift motor.

NOTE: The tray will not actually lift because with the top right cover open the drive clutch is
disengaged to allow the tray to lower as paper is added.

Lift motor part number: JC31-00109A

666 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Side HCI lift motor See the Repair Service Manual for this
product.

3. Test the stack height sensor.

NOTE: The lift is detected by the stack height sensor located on the bottom of the right top cover.

a. To test the sensor, lift the pick roller while the tray lift motor is running. The tray lift motor should stop.

b. If the lift motor does not stop, replace the sensor.

Sensor part number: 0604–001393

NOTE: The sensor can also be tested by entering service mode and executing 102-0520 tray6 Stack
Height Sensor.

60.00.06 or 60.01.06
indicates tray 6 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 is over-filled in the tray.

HP 3000 sheet side high capacity input; Recommended action for customers

1. Open the side 3000 sheet feeder and remove all paper from the tray.

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. Ensure the paper is correctly placed against the left side of the tray.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP 3000 sheet side high capacity input; Recommended action for call-center agents and onsite technicians

1. Ensure the tray is not over-filled.

2. Test the side HCI tray lift motor.

a. Open the top right cover of the HCI

b. Defeat the right cover interlock switch near the front using a flat blade screwdriver and push to the
right.

c. Listen for the sound of the tray lift motor.

60.00.06 or 60.01.06 667

 d. If the motor fails to run, replace the lift motor.

NOTE: The tray will not actually lift because with the top right cover open the drive clutch is
disengaged to allow the tray to lower as paper is added.

Lift motor part number: JC31-00109A

For instructions: Removal and replacement: Side HCI lift motor See the Repair Service Manual for this
product.

3. Test the stack height sensor.

NOTE: The lift is detected by the stack height sensor located on the bottom of the right top cover.

a. To test the sensor, lift the pick roller while the tray lift motor is running. The tray lift motor should stop.

b. If the lift motor does not stop, replace the sensor.

Sensor part number: 0604–001393

NOTE: The sensor can also be tested by entering service mode and executing 102-0520 tray6 Stack
Height Sensor.

61.WX.YZ error messages

61.00.00
Connection between the HP formatter and the engine control board was lost.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, 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.

668 Chapter 7 Numerical control panel messages

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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. Update the firmware to the latest available on hp.com.

3. If the error persist, 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 and 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 persist, 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

61.00.01 669
 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.

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. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded Web
Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.

63.WX.YZ error messages

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

Recommended action
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.

670 Chapter 7 Numerical control panel messages

 3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power (110V/
220V).

5. Make sure all internal components are fully seated and making good contact.

6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully seated
and the connectors are not damaged.

63.00.01
The printer cannot read the resistance value of the charger in the imaging unit.

An error occurred when installing or connecting the imaging unit due to contaminating or damage if the high
voltage contact point.

Possible causes:

● The drum unit is not installed.

● The CRUM data is not detected.

● The machine can’t read the charger resistance of the imaging unit.

Recommended 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 replace the part below.

Part number: JC97-04574A, LSU

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

Recommended action 671

 2. If the error persists, turn the printer off and remove the back cover.

3. Check ALL the connections at the high voltage power supply. Ensure connector CN4 (which normally has a
blue color wire) at the top of the HVPS is seated correctly and not damaged.

4. If the error persists, replace the high voltage power supply.

HVPS part number: JC44-00241B

For instructions: Remove and replace: High voltage power supply See the Repair Service Manual for this
product.

5. If the error persists after all troubleshooting is performed, elevate the issue using the Standard Support
Process.

63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-voltage power
supplied to the transfer roller.

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.

2. Replace the paper transfer belt (PTB).

Part number: JC93-01117A

For instructions: Removal and replacement: Paper transfer belt See the Repair Service Manual for this
product.

3. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00241A

For instructions: Removal and replacement: 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.

672 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 actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Wait for the printer to cool, then turn it on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA 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.

Figure 7-585 Connection 33

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 673

 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. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA 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.

Figure 7-586 Connection 33

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)

The TPM is not installed or incorrect TPM is installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

674 Chapter 7 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents 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.

Figure 7-587 Connection 33

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK board.

63.00.1F
The network function does not work due to a fault in the wired network PHY chips.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Check if the green LED of the network port is on.

2. If network port is not on, unplug and reconnect the network cable.

3. If the error persists, replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 675

 63.00.20
An error occurred in the 24V power line.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Remove the back cover.

3. Check the voltage from chassis ground to the LVPS type 5 board. It should be (24V ± 5%).

NOTE: You can check this on the main PCA connector (pins 3,4,5,6 on the large connector and pins 2,3,4
on the smaller connector). The two connectors are shown in the following image.

Figure 7-588 Connector 13 and 14 on the main board PCA

4. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS.
(24V ± 5%).

5. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS See the Repair Service Manual for this product.

6. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA See the Repair Service Manual for this product.

676 Chapter 7 Numerical control panel messages

63.00.21
The printer fails to operate correctly due to a lack of input voltage capacity.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power (110V/
220V).

63.00.23
The heater control relay operates incorrectly.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser unit.

3. Turn the printer on.

4. If the error persists, replace the fuser unit

110V fuser part number: JC82-00477C

220V fuser part number: JC82-00483C
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

63.00.24
There is no high voltage power supply (HVPS) present.

The HVPS harness is disconnected or incorrectly assembled.

63.00.21 677
 Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Ensure the power source meets the hp specification and the voltage is correct for the unit (110V or 220V).

3. Check if the power cord is in good condition.

4. Check if the HVPS is installed.

5. Check if there is any damage to the HVPS wire harness or connector and ensure it is connected correctly.

6. Replace the HVPS.

Part number: JC44-00241B

For instructions: Removal and replacement: High-voltage power supply See the Repair Service Manual for
this product.

7. If the error persists, elevate the case using the Standard Support Process.

63.00.25, 63.00.26, 63.00.27, or 63.00.28

Laser/scanner unit (LSU) motor error.

63.00.25: The laser/scanner unit motor is stopped, but the ready signal indicates that the laser/scanner unit
motor is operating.

63.00.26: The laser/scanner unit motor is operating, but the ready signal for the laser/scanner unit motor does
not change.

63.00.27: The H Sync signal of the laser/scanner unit is abnormal.

63.00.28: The laser/scanner unit motor is operating, but the ready signal of the laser/scanner unit motor
indicates that it is stopped.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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 then on. Check for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.
If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

678 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor 1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04574A, LSU

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual for
this product.

2. If the laser/scanner unit motor does not make a sound during warm-up, complete these troubleshooting
steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 17 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

Recommended actions for onsite technicians 679

 d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: JC39-02251A, LSU FFC

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04574A, LSU

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual for
this product.

63.00.35
The laser/scanner unit is not detected.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check whether the laser/scanner unit motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

680 Chapter 7 Numerical control panel messages

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor 1 Run Ready

3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 17 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04574A

Recommended actions for call-center agents and onsite technicians 681

 For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual for
this product.

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/scanner unit,
and then replace the main board PCA.

Part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA See the Repair Service Manual for this product.

63.00.39
The printer detected an error in the T/C sensor that monitors the toner for the imaging unit.

The output of the T/C sensor is more than or less the permitted value range or there is no signal change in a
certain cycle.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Open the front cover.

3. Remove the toner collection unit.

4. If the toner collection unit is full, replace it.

Part number: JC96-11638A

For instructions: Removal and replacement: Toner collection unit See the Repair Service Manual for this
product.

682 Chapter 7 Numerical control panel messages

 5. Check if the connector of the developer unit is connected correctly.

6. If the connection is OK, replace the developer unit.

Part number: JC96-11599A

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

63.00.3A
The toner carrier (TC) sensor detects lack of toner supply. Sometimes the error occurs after the replacement of
relevant parts (for example, replacing the reservoir unit or developer unit).

Recommended actions 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.

Recommended actions for call-center agents

1. Turn the printer off and then on to clear the error.

2. Remove and shake the toner cartridge.

a. Open the front door to access the toner cartridge.

b. Rotate the blue handle clockwise to unlatch the cartridge, then slide the cartridge out of the printer.

Figure 7-589 Slide the cartridge out of the printer

63.00.3A 683
 c. 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.

Figure 7-590 Shake the toner cartridge to distribute toner

CAUTION: Be careful of toner spillage.

NOTE: To view the public video of the shaking procedure on YouTube, go to: Removing & Replacing
Toner Cartridge HP LaserJet MFP E82540, E82550, & E82560.

3. If the error persists, check the developer unit connection to verify that it is connected correctly.

a. Open the front door.

b. Push both hooks to release the toner collection unit (TCU), then remove it.

Figure 7-591 Remove toner collection unit (TCU)

684 Chapter 7 Numerical control panel messages

 c. Visually inspect the connector circled in the image below and reseat it as necessary.

Figure 7-592 Check the connetor

4. If the connection is OK, dispatch an onsite technician with the toner reservoir unit.

Toner reservoir unit part number: JC93-01088E

Recommended actions for onsite service technicians

Perform the following steps to address the 63.00.3A error.

1. Clean the toner reservoir sensor outer areas.

TIP: If the toner supply rotates after the cleaning, then it is properly working. It might take up to ten (10)
power cycles for the toner supply to return to the proper level.

Figure 7-593 Toner reservoir sensor areas

Upper view

Sensor

Sensor

Lower view

2. Use the Engine Test Routine to test the toner supply motors.

a. From the control panel. select Support tools and then Service.

b. Open the following menus: Diagnostics > Engine Diagnostics > Engine Test Routines.

● Toner Reservoir Motor Black (111-0030)

● Toner Dispense Motor Black (111-0330)

NOTE: The current printer service manual incorrectly lists these test routines. The test codes listed
here are correct.

Recommended actions for onsite service technicians 685

 Figure 7-594 Toner supply motors
Toner dispense motor
(111-0330)

Toner reservior motor

(111-0030)

Additional information - 63.00.3A error code

Review additional information about the 63.00.3A error.

Improved design

An improved toner reservoir design was introduced for assemblies manufactured after 12 May 2021.

The toner reservoir part number has not changed (X3A79-60003).

To determine an assembly manufacturing date, look at the label on the shipping package.

NOTE: If you are not sure of the assembly manufacturing date, use {Xref Error! Target does not exist.} or {Xref
Error! Target does not exist.} to determine if the assembly has the improved design elements.

Figure 7-595 Manufacturing date location

2021-09-07

Design changes

686 Chapter 7 Numerical control panel messages

 Figure 7-596 Toner reservoir design changes - Image view

Lower view
1
3

● Callout 1: Added film

● Callout 2: Added rib

● Callout 3: Added film

Use the following figure to compare the before and after toner reservoir assembly improvements.

Figure 7-597 Toner reservoir design changes - Comparison view

63.00.43
The eraser lamp does not turn on.

63.00.43 687
 Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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 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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 107-0169 Black Eraser Detect.

d. Touch Start and status will change to "Executing."

e. When "Executing" message displays, touch Get Status.

f. If the status reads "High," the erase LED is functioning normally.

g. If the status reads "Low," the erase LED is abnormal.

3. If the error persists, replace the Eraser.

Eraser part number: JC92-02747A

4. If the error persists, replace the main board PCA.

Main board PCA part number:

● For E825 z, dn bundles: JC82-00542A

● For E825 du bundle: 5CM58-67001

For instructions: Removal and replacement: Main board PCA See the Repair Service Manual for this product.

688 Chapter 7 Numerical control panel messages

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 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.

63.4D.01 689
 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, Check all the connections and cables between the automatic document feeder and the
Scan Joint board. If cables check out good visually and with a continuity check, then replace the Scan Joint
board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number (LX): JC97-04954A

Part number (GX): JC97-04955A
Part number (sGX): JC97-04956A

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.

690 Chapter 7 Numerical control panel messages

 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 and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.01.03
Imaging ASIC card memory failure

Recommended action for customers

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.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.

64.01.02 691
 6. If the error persists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

692 Chapter 7 Numerical control panel messages

 4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
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 and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

64.01.06 693
 3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for customers

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.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, 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.

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.

694 Chapter 7 Numerical control panel messages

 2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, 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 and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, elevate the case using the Standard Support Process.

65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

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.

65.00.A1
The printer lost communication with the finisher.

64.03.04 695
 Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.

Figure 7-598 Sensor location

Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.

2. Open and close the finisher front door.

3. If the error persists, turn the printer off.

696 Chapter 7 Numerical control panel messages

 4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)

5. Turn the printer on.

6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

7. If the error persists, replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher controller PCA See the Repair Service Manual for this
product.

66.* errors
Errors in the 66.* family are related to output accessories.

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.

65.00.A1
The printer lost communication with the finisher.

66.* errors 697

 Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an on-site engineer with the part below.

Finisher main PCA part number: JC92-02968A

Recommended action for onsite technicians

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.

Figure 7-599 Sensor location

Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.

2. Open and close the finisher front door.

3. If the error persists, turn the printer off.

698 Chapter 7 Numerical control panel messages

 4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)

5. Turn the printer on.

6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

7. If the error persists, replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher controller PCA See the Repair Service Manual for this
product.

8. If the error persists, replace the LVPS type4.

LVPS type4 part number: JC44-00091D (110V), JC44-00092D (220V)

66.40.36
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

66.40.36 699
 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.

700 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents and onsite technicians 701

 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.

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. Disconnect and reconnect all connectors on the punch unit.

702 Chapter 7 Numerical control panel messages

 3. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.46
The finisher experienced an error in the punch scan unit.

Recommended action for customers

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.50
An error in the finisher system occurred. The punch unit is not responding.

Recommended action for customers

1. Open and close the finisher door.

2. Turn the printer off, and then on.

66.40.46 703
 3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Disconnect and reconnect the connections from the main board PCA and the punch unit PCA.

4. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

5. If the error persists, replace the finisher PCA.

Part number: JC92-02774B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.40.83
Error in the hole-punching unit.

Recommended action for customers

1. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

2. Open and close the finisher door.

704 Chapter 7 Numerical control panel messages

 3. Turn the printer off, and then on.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.60.17
The finisher has experienced a diverter operation error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, check the entrance motor (M12).

66.60.17 705
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.

c. Listen for the motor to turn on and run.

d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

e. Retest the motor. If the test fails, replace the motor.

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor See the Repair Service
Manual for this product.

706 Chapter 7 Numerical control panel messages

 4. If the error persists, check the Tray diverter home sensor (S4).

a. Using code 113-2020, run the diagnostic test for the sensor.

b. Rotate the encoder to check the reading value change (S4).

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Tray diverter home sensor part number: 0604-001415

For instructions: Remove and replace: Tray diverter home sensor See the Repair Service Manual for this
product.

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.

66.60.25 707
 Recommended action for customers

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

708 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.

3. Open the finisher and check for any jammed paper or obstructions, and remove them.

4. Check the finisher paper holding lever.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

Recommended action for call-center agents and onsite technicians 709

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0591, Finisher Paper Hold Solenoid.

c. Touch Start. The solenoid should cycle on and off.

d. If the solenoid does not function, replace the solenoid.

Part number: JC33-00037A

5. Check the input and home sensors.

a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.

b. If the connections are good, replace the sensors.

Entrance sensor part number: 0604-001415

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

66.60.27
The finisher unit experienced a front tamper unit error.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

710 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.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 711

 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 jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

712 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. Remove any jams or obstructions.

f. 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 713

 3. Move the front tamper from the home position to the end.

4. If the error persists, check the front tamper motor (M4).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

714 Chapter 7 Numerical control panel messages

 b. Run test 113-2630, 2BinFinisher Front Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the motor. If the test fails, replace the motor.

Front tamper motor part number: JC93-01001A

Front tamper part number: JC82-00901A
For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for this
product.

5. If the error persists, check the front tamper home sensor (S6).

a. Using code 113-2120, run the diagnostic test for the sensor.

b. Move the tamper from the home position to the other position to check the reading value change.

c. If the status does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the stapler/stacker PCA.

d. Rerun the sensor test. If the test fails replace the sensor.

Part number: 0604-001415

e. If the motor does not function, disconnect and reconnect both ends of the wire harness from the
motor to the stapler/stacker PCA.

f. Rerun the motor test. If the test fails replace the motor.

Part number: JC90-01464A

For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 715

 6. Disconnect and reconnect the wire harness of the finisher PCA (CN12).

66.60.28
The rear tamper unit has experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

716 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.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 717

 3. If the error persists, please contact customer support.

Inner finisher: Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off, and then on.

2. Upgrade the firmware to 24.4.2 or greater and if issue persists.

3. If the error persists, move the rear tamper from the home position to the end.

718 Chapter 7 Numerical control panel messages

4. If the error persists, check the rear tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2640, 2BinFinisher Rear Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

Rear tamper part number: JC82-00898A
For instructions: Removal and replacement: Rear tamper motor See the Repair Service Manual for this
product.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 719
 5. If the error persists, check the rear tamper home sensor (S9).

a. Using code 113-2130, run the diagnostic test for the sensor:

b. Move the tamper from the home position to the other position to check the reading value change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

d. Test the sensor, if the error persists, replace the rear tamper sensor.

Rear tamper motor part number: 0604-001393

Rear tamper part number: JC82-00898A
For instructions: Remove and replace: rear tamper sensor See the Repair Service Manual for this
product.

Inner finisher: Recommended action for call-center agents and onsite technicians

720 Chapter 7 Numerical control panel messages

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Check the rear tamper motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0520 rear tamper motor.

c. The rear tamper should move back and forth.

d. If the test fails, disconnect and reconnect both ends of the wire harness to the motor.

e. Retest the rear tamper motor. If the test fails, replace the rear tamper motor.

Part number: JC93-01001A

For instructions: Removal and replacement: Inner finisher rear tamper motor See the Repair Service
Manual for this product.

4. Check the rear tamper home sensor.

a. Using code 113-0380, run the diagnostic test for the rear tamper motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, move the rear tamper while checking if the sensor value changes.

c. If the test fails, disconnect and reconnect both ends of the wire harness to the sensor from the finisher
PCA.

Inner finisher: Recommended action for call-center agents and onsite technicians 721
 d. Retest the rear tamper home sensor. If the test fails, replace the rear tamper home sensor.

Part number: 0604-001393

For instructions: Remove and replacement: Inner finisher rear jogger home sensor See the Repair
Service Manual for this product.

5. If the error persists, replace the rear tamper assembly.

Part number: JC90-01465A

66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640-

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

The inner-finisher output tray experienced an output tray motor error. ( See M4 in the figure in the
troubleshooting steps. )

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization process.

4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
finisher output tray motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

722 Chapter 7 Numerical control panel messages

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0570, Finisher Main Tray Motor.

c. Ensure finisher main tray lowers and raises during the test.

d. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

e. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.

Output tray motor assembly part number: JC90-01334B

Output tray motor part number: JC31-00178B
For instructions: Tray output motor assemblyRemoval and replacement: Inner finisher stacker
motor See the Repair Service Manual for this product.

5. Check the output tray motor sensor (S6).

a. Using code 113-0473, run the diagnostic test for the output tray motor sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, rotate the output tray motor(M4) for changing the sensor value.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

d. Retest the output tray motor sensor. If the test fails, replace the sensor S6.

Part number: 0604-001393

6. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.60.32
The external finisher main tray experienced a tray lift motor error.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

66.60.32 723
 2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640-

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization process.

4. If the error persists, check the main output tray motor (M11).

724 Chapter 7 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2610, 2BinFinisher Main tray Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA

d. Retest the motor. If the test fails, replace the main tray motor.

Main output tray motor part number: JC31-00178B

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual for
this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 725
 5. If the error persists, check the main output tray motor sensor (S33).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2143, 2BinFinisher Main Encoder Sensor.

c.

d. Rotate the encoder to check the reading value change.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: Main tray motor sensorSee the Repair Service Manual for this
product.

726 Chapter 7 Numerical control panel messages

6. If the error persists, check the Main output tray top of stack sensor (S20).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 727
 c. Cover the sensor(S20) to check the reading value changes.

d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: JC82-01039A

For instructions: Remove and replace Main output top of stack sensorSee the Repair Service Manual for
this product.

7. If the error persists, check the Main output tray top of stack switch (S34).

728 Chapter 7 Numerical control panel messages

a. Run the diagnostic test for the stack top sensor using code 113-2190.

Open the following menus: Support Tools > Service > Service Tools > Diagnostics > Engine Diagnostics
> Engine Test Routines > 2BinFinisher Stack top Sensor.

NOTE: The service PIN for this printer is: 04082517

b. Push the switch up to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions: Removal and replacement: Main output tray top of stack switch

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 729
 8. Disconnect and reconnect the wire harness of the finisher PCA (CN8, CN9).

Inner finisher: Recommended action for call-center agents and onsite technicians

1. If there is jammed paper on the finisher output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Check the paper holding sensor.

Call-out 1: Paper holding sensor

Call-out 2: Paper holding solenoid

a. Open the following menus:

● Support Tools

730 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-0470, run the diagnostic test for the paper holding sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Lift the paper holding actuator gently on the output tray and hold it there. Touch Start and then Get
Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the paper holding
sensor to the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
For instructions: Removal and replacement: Inner finisher paper holding solenoid and sensor See the
Repair Service Manual for this product.

4. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.80.04
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

66.80.04 731
 2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Test the finisher by sending another job.

4. If the error persists, check the main paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0510 Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

732 Chapter 7 Numerical control panel messages

 f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC90-01331A

For instructions: Removal and replacement: Inner finisher main paddle motor See the Repair Service
Manual for this product.

5. Check the paddle home sensor (callout 1) and actuator (callout 2).

Call-out 2: Sensor actuator

a. Disconnect and reconnect the paddle home sensor cable.

b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

c. Check the actuator.

d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.

e. Replace the sensor or actuator as needed.

Sensor part number: 0604-001393

Actuator part number: JC66-04201A
For instructions: Removal and replacement: Inner finisher main paddle home sensor See the Repair
Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 733
 3. If the error persists, check the paddle motor (M1).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2600, 2 Bin Finisher Paddle Motor.

734 Chapter 7 Numerical control panel messages

 c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC93-01001A

For instructions: Remove and replace: Paddle motor See the Repair Service Manual for this product.

4. Check the paddle home sensor S8 and actuator.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 735
 a. Using code 113-2060, 2BinFinisher Paddle home Sensor run the diagnostic test.

b. Rotate the encoder to check the reading value change.

c. Disconnect and reconnect the paddle home sensor cable.

d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

e. Check the actuator.

f. Replace the sensor as needed.

Sensor part number: 0604-001393

For instructions: Remove and replace: Paddle home sensor See the Repair Service Manual for this
product.

736 Chapter 7 Numerical control panel messages

 5. Disconnect and reconnect the wire harness of the finisher PCA (CN5).

66.80.05
The finisher experienced an ejector failure.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

66.80.05 737
 4. Check if one of the two metal ejectors is not form correctly.

Figure 7-600 Location of metal ejectors

Figure 7-601 Deformed Metal ejector

Figure 7-602 Metal ejectors in correct shape

a. If one or both of the metal ejectors is deformed, perform the following steps.

738 Chapter 7 Numerical control panel messages

 b. Remove the screw that secures the Sub Paddle Shaft assembly in place and then lift the assembly up
as shown in the following image in order to gain access to the deformed metal ejector that is stuck on
the shaft.

Figure 7-603 Remove screw

c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.

Figure 7-604 Reform metal ejector

d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with two
staples on the center.

5. If the error persists, proceed to troubleshoot with the following steps.

6. Check the pre ejector motor ( M7 ).

Inner Finisher: Recommended action for call-center agents and onsite technicians 739
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0561, pre ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the motor.

Pre ejector motor: JC93-00998A

Ejector assembly: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

7. If the motor test functions correctly check the pre ejector home sensor S16.

a. Using code 113-0461, run the diagnostic test for the pre ejector home sensor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

740 Chapter 7 Numerical control panel messages

 b. During the sensor test, move the pre ejector to change the sensor value. ( Tip : push the pre ejector
after pushing the stapler. )

c. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

d. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

8. If the sensor test functions correctly, check the end fence sensor.

a. Using code 113-0361, run the diagnostic test for the end fence sensor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

Inner Finisher: Recommended action for call-center agents and onsite technicians 741
 b. Insert paper to the end fence (callout 1) and then check the end fence sensor ( S17 ) value. Remove
the paper away from the end fence and then check the sensor value. The value should be changed.

c. If the reading 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 ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

9. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

742 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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 743
 b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA

d. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
Remove and replace: Ejector 1 motor (M6)See the Repair Service Manual for this product.
Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

5. If the error persists, check the ejector1 motor sensor (S27).

744 Chapter 7 Numerical control panel messages

a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.

b. Rotate the encoder (callout 1) to check the reading value change.

c. If the value does not change, disconnect and reconnect both ends of the wire harness from the sensor
to the finisher PCA.

d. If the error persists, replace the sensor or the finisher sub-ejector.

Ejector 1 motor sensor part number: 0604-001415

Ejector unit part number: JC90-01409A
Remove and replace: S27 Ejector 1 sensorSee the Repair Service Manual for this product.
Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 745
 6. If the error persists, check the ejector1 home sensor (S29) & the ejector1 end sensor (S28).

a. Using code 113-2031 / 113-2030, run the 2BinFinisher Eject1 home Sensor and 2BinFinisher Eject1
away sensor diagnostic test for the sensors.

b. Move the ejector1 (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

Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

746 Chapter 7 Numerical control panel messages

 7. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.06
The finisher experienced an ejector 2 failure.

Inner finisher: Recommended action for customers

1. Verify that the inner finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 7-605 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

66.80.06 747
 b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-606 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. 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. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

748 Chapter 7 Numerical control panel messages

Inner Finisher: 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. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)

Figure 7-607 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-608 Push belt

Inner Finisher: Recommended action for call-center agents 749

 NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.

Stapler/Stacker – Booklet Maker: 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. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.

Finisher Sub-Ejector Unit part: number: JC90-01409A

Inner Finisher: 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. Verify that the inner finisher is installed using the following image.

750 Chapter 7 Numerical control panel messages

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 7-609 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-610 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, check the post ejector motor ( S11 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

Inner Finisher: Recommended action for onsite technicians 751

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using test 113-0562, run the diagnostic test for the post ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the post ejector gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher ejector.

Ejector assembly: SS456-61001

Post ejector motor: JC93-01168A (post ejector motor is a sub-assembly of the ejector assembly and
can be replaced optionally, instead.)
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

7. If the motor test functions correctly check the post ejector home sensor S10.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. Using code 113-0462, run the diagnostic test for the post ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

c. If the error persists, replace the sensor or the finisher ejector.

Finisher sub-ejector part number: SS456-61001

752 Chapter 7 Numerical control panel messages

 Sensor part number: 0604-001393 (sensor is a sub-assembly of the finisher sub-ejector and can be
replaced optionally, instead.)
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

8. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

Stapler/Stacker – Booklet Maker: Recommended action 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. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 753

 For instructions: Removal and replacement: Finisher ejector unit See the Repair Service Manual for this
product.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead. Optional,
further troubleshooting noted below in steps 5-8, 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.

6. Check functionality of the ejector 2 motor (M5).

a. Open the following menus:

● Support Tools

754 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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.

d. Perform the motor test again. If the motor test fails, replace the motor M5.

Part number: JC93-01168A

For instructions: Removal and replacement: Ejector2 Motor See the Repair Service Manual for this
product.

7. If the motor test functions correctly and the error persists, check the check the ejector 2 motor sensor
(S23).

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 755

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2041, run the diagnostic test for the sensor.

756 Chapter 7 Numerical control panel messages

 c. Rotate the encoder (callout 1) to check the change in the value read.

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: Removal and replacement: Ejector2 motor sensor See the Repair Service Manual for
this product.

8. If the error persists, check the ejector2 home sensor (S32).

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 757

 a. Run test 113-2040, 2BinFinisher Eject2 home Sensor.

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 ejector2 home sensor actuator (callout 3) to check the
value.

758 Chapter 7 Numerical control panel messages

 c. Check the ejector2 home sensor actuator(callout3) whether the following spring is dislodged.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

e. If error persists, replace the sensor as needed.

Sensor part number: 0604-001415

For instructions: Removal and replacement: Ejector2 home sensor See the Repair Service Manual for
this product.

9. If the error persists, check the Main output tray lower limit sensor (S26).

a. Run test 113-2144, 2BinFinisher Main Full Sensor.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 759

 b. Push the sensor actuator to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

Removal and replacement: Main output tray lower limit sensor. Removal and replacement procedure
can be found in the booklet maker section of the service manual.
For instructions: See the Repair Service Manual for this product.

760 Chapter 7 Numerical control panel messages

 10. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN11 on the finisher
main PCA. Then turn the printer on.

11. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.07
The grip ejector operation is abnormal.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check the clamp motor.

66.80.07 761
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the SCU motor.

Part number: JC93-01156A

For instructions: Removal and replacement: SCU motor See the Repair Service Manual for this product.

66.80.08
The inner finisher paper support unit experienced and error.

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. Check the paper support motor (M8).

a. Open the following menus:

● Support Tools

762 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0571, Finisher Paper Support Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.

Part number: JC66-04223A

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the support motor.

Part number: JC93-01001B

For instructions: Removal and replacement: Inner finisher paper support motor See the Repair Service
Manual for this product.

5. If the motor test functions correctly, check the paper support sensor ( S12 ).

a. Using code 113-0481, run the diagnostic test for Finisher paper support home sensor: Support Tools
> Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

Recommended action for call-center agents and onsite technicians 763

 b. Push the paper support ( Call-out 1) to ensure the reading changes.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d.

e. If the error persists, replace the paper support home sensor or the rear paper support assembly.

Paper support home sensor part number: 0604-001393

Rear paper support assembly part number: JC90-01311A

66.80.0A
Stack stabilizer error. The finisher clamp unit 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.

3. Turn the printer off, and then on.

764 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any damaged or loose parts and remove any obstacles.

3. If the error persists, check the paper holding motor (M7).

a. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 765

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the paper holding motor.

Part number: JC93-01156A

For instructions: Removal and replacement: Paper holding motor See the Repair Service Manual for
this product.

4. If the error persists, check the paper holding home sensor (S22).

766 Chapter 7 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:

Recommended action for call-center agents and onsite technicians 767

 c. Rotate the encoder (callout 1) to check the reading value change.

d. If there is not reading change, disconnect and reconnect both ends of the wire harness from the
sensor assembly to the finisher PCA.

e. If the error persists, replace the paper holding home sensor.

Part number: 0604-001393

For instructions: Remove and replace: Paper holding home sensor See the Repair Service Manual for
this product.

768 Chapter 7 Numerical control panel messages

 5. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN13and CN14 of the
finisher PCA. And then turn the printer on.

66.80.0B
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

66.80.0B 769
 3. If the error persists, check the end fence motor (M3).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2590, 2 Bin Finisher End Fence Motor.

770 Chapter 7 Numerical control panel messages

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the end fence motor.

End fence motor (M3) part number: JC90-01467A

For instructions: Remove and replace: End fence motor

4. If the error persists, check the end fence home sensor (S7).

a. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 771

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.

c. Move the end fence (callout 1) from the home position to the other position to check the reading value
change.

d.

e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

f. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: End fence sensor See the Repair Service Manual for this product.

66.80.0C
The finisher experienced a buffer error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

772 Chapter 7 Numerical control panel messages

 3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. If the error persists, check the main exit cam motor (M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

Recommended action for call-center agents and onsite technicians 773

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2500, 2 Bin Finisher Buffer Lift Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the buffer lift motor.

Part number: JC93-01155A

For instructions: Removal and replacement: Main Exit cam motor, gear, and sensor See the Repair
Service Manual for this product.

5. If the error persists, check the main exit cam home sensor (S5).

774 Chapter 7 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.

c. Rotate the encoder (callout 1) to check the reading value change.

d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

Recommended action for call-center agents and onsite technicians 775

 e. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Buffer motor, gear, and sensor See the Repair Service
Manual for this product.

66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Close the finisher door.

6. Turn the printer off, and then on.

7. If the error persists, please contact customer support.

776 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Replace the stapler cartridge and close the finisher door.

6. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Part number: JC81-09882A

7. Turn the printer off, and then on.

8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub unit and
the finisher PCA.

9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

Part number: JC90-01412A

Recommended action for call-center agents and onsite technicians 777

 For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this product.

10. Replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.80.27
The front alignment tamper experienced an error in the inner finisher output device.

Recommended action for customers

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open the inner finisher door.

3. Use the release lever to slide the inner finisher away from the printer.

778 Chapter 7 Numerical control panel messages

 4. Open the right and upper jam covers.

5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization process.

8. Test the finisher by sending another job.

9. If the error persists, please contact customer support.

Recommended action for call-center agents

1. If there is jammed paper in the finisher main output tray, remove it.

Recommended action for call-center agents 779

 2. Open the inner finisher door.

3. Use the release lever to slide the inner finisher away from the printer.

4. Open the right and upper jam covers.

780 Chapter 7 Numerical control panel messages

 5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization process.

8. Test the finisher by sending another job.

9. If the error persists, dispatch the Front tamper unit assembly, which includes the Front tamper motor (M9)
and Front Tamper home sensor (S5).

Front tamper unit assembly part number: JC82-00899A

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

NOTE: It is not recommended to replace the entire inner finisher to solve the problem. This error may be
caused by a malfunction of the front tamper unit or foreign objects interfering with the operation of the unit.

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open the inner finisher door.

Recommended action for onsite technicians 781

 3. Use the release lever to slide the inner finisher away from the printer.

4. Open the right and upper jam covers.

5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization process.

8. Test the finisher by sending another job.

782 Chapter 7 Numerical control panel messages

9. 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: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

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 and re-seat the motor.

e. Re-test the motor, if the motor still does not function, go to step 11.

10. If the motor test functions correctly, check the tamper home sensor (S5).

a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Touch Start and then Get Status.

Recommended action for onsite technicians 783

 c. During the sensor test, move the front tamper back and forth to change the sensor value.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
between the sensor and the finisher PCA.

e. Retest the sensor, if it does not function correctly, go to Step 11.

11. If the error persists, check to see if there is anything blocking the front tamper unit assembly moving during
the initialization process. Re-seat the front tamper unit assembly.

12. If the error persists, replace the Front tamper unit assembly, which includes the Front tamper motor (M9)
and Front tamper home sensor (S5).

Part number: JC82-00899A

For instructions: Removal and replacement: Inner finisher front tamper motor See the Repair Service Manual
for this product.

66.80.36
The inner-finisher main tray experienced a tray lift motor error.

Please refer to ’66.60.30’ CPMD guide if future smart firmware version is prior to 24.5.1. ( Not including firmware
24.5.1 )

Recommended action for customers

1. Check the staple cartridge.

784 Chapter 7 Numerical control panel messages

 a. Open the finisher door and remove the stapler cartridge.

b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for customers 785

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

786 Chapter 7 Numerical control panel messages

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.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640-

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

1. Please update the firmware if the future smart firmware version is prior to 24.5.1. ( Not include ’24.5.1 )

2. If the error persists, check the stapler motor ( Callout 1 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0550, stapler position motor.

c. Check the stapler motor (Call-out 1) to ensure that it moves and the motor is working.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor.

e. Re-test the motor, if the motor still does not function, replace the motor.

Stapler assembly part number: JC90-01342A

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.

Recommended action for call-center agents and onsite technicians 787

 3. If the error persists, replace the inner finisher rear joint PCA. ( Callout 2 )

Part number: 0603-001309

66.80.38
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization process.

3. Check to see if there is any skew on the main output tray.

4. Check the main tray full sensor.

a. Open the following menus:

● Support Tools

788 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

5. Check the main tray beam sensor.

a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

Recommended action for call-center agents and onsite technicians 789

 b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.

6. Check the main tray motor.

a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.

b. Ensure the finisher main tray lowers and raises during the test.

c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

Part number: JC90-01415A

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual for
this product.

7. Check the home position sensor.

a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,

b. If the test fails, replace the home position sensor.

Part number: 0604–001415

8. If the error persists, replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.80.46
The stapler operation experienced a failure.

This error can be caused by the inner finisher/printer being shipped from the staging area to the customer site
WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler to move inside the inner
finisher on its path. This in turn causes the staple cartridge to come out of the stapler and it gets stuck inside the
inner finisher.

790 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. Verify the stapler unit shipping/retaining screw has been removed.

Figure 7-611 Shipping screw

Recommended action for customers 791

 c. Use the release lever to slide the inner finisher away from the printer.

d. Open the right and upper jam covers.

e. Inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

792 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock screw
installed.

a. Check if shipping screw is present.

Figure 7-612 Shipping screw

b. If the customer reports that the 66.80.46 error displays on the control panel and is accompanied by a
loud buzzing noise, ask the customer or technician to open the front door of the inner finisher, check
the stapler position, and look to see if the staples cartridge is stuck inside the path of the stapler.

Figure 7-613 The staple cartridge green handle stuck inside the inner finisher

Inner Finisher: Recommended action for call-center agents and onsite technicians 793
 c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s front cover, free the stapler by
pushing in the staple cartridge, and then reinstall the front cover.

The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.46 error does not appear on the control panel AND if there is no buzzing noise, the inner
finisher can be considered fixed.

2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting with the
following steps.

3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the staples
are correctly formed. Clear any damaged staples, and remove the current sheet of staples from the
cartridge if needed.

4. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

794 Chapter 7 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).

Inner Finisher: Recommended action for call-center agents and onsite technicians 795
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor:

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 as needed.

Part number: 0604-001393

For instructions: Removal and replacement: Inner finisher stapler position sensor assembly See the
Repair Service Manual for this product.

6. If the error persists, check the stapler position motor ( M1 ).

a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines

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.

796 Chapter 7 Numerical control panel messages

 d. Retest the motor. If the motor still does not function, replace the motor.

Part number: JC93-00999A

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.

7. If the error persists, replace the entire inner finisher.

Kit-Inner Finisher part number: Y1G00-67901

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 797
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

798 Chapter 7 Numerical control panel messages

2. Check the stapler path whether there is an obstruction that interfere with stapler movement. Especially
check the shape and the location of end fence.

3. Check the cable that is connected into the stapler unit.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 799
 4. If the error persists, check the stapler position motor (M8).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2620, 2 Bin Finisher Stapler Move Motor.

Check the motor sound during the test.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

800 Chapter 7 Numerical control panel messages

 d. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

Part number: JC31-00163A

For instructions: Remove and replace: Staple position motor M8 See the Repair Service Manual for this
product.

5. If the error persists, check the Stapler rear sensor (S30), Stapler mid rear sensor (S25), and Stapler mid
front sensor (S24).

a. Run test 113-2110 / 113-2111 / 113-2112, 2BinFinisher Stapler home Sensor / 2BinFinisher Stapler
rear Sensor / 2BinFinisher Stapler front Sensor.

b. Move the stapler from the stapler rear position to the other position to check the reading value
change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the sensor test fails, replace the sensor or finisher sub-staple unit.

Sensor part number: 0604-001393

For instructions: Remove and replace: Staple sensor S24See the Repair Service Manual for this product.
For instructions: Remove and replace: Staple sensor S25See the Repair Service Manual for this product.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 801
 For instructions: Remove and replace: Staple rear sensor S30See the Repair Service Manual for this
product.
Staple unit part number: JC82-00894A
For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this product.

6. If the error persists, power off, and disconnect / reconnect the wire harness CN10 of the finisher PCA. And
then power on.

66.90.11
Booklet diverter failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

802 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 803

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the booklet maker for jams or obstructions.

804 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 805

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, check the diverter motor (M18).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

806 Chapter 7 Numerical control panel messages

 ● Engine Test Routines

b. Run test 113–3560, Booklet Diverter Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01153A

For instructions: Remove and replace: Booklet diverter motor See the Repair Service Manual for this
product.

5. If the error persists, check the booklet diverter home sensor (S40).

Recommended action for call-center agents and onsite technicians 807

 a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.

b. Move the booklet diverter (callout 1) from the home position to the other position to check the reading
value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001415

808 Chapter 7 Numerical control panel messages

 For instructions: Remove and replace: Booklet Diverter home sensorSee the Repair Service Manual for
this product.

66.90.12
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.

66.90.12 809
 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.

810 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: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 811

 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.

812 Chapter 7 Numerical control panel messages

3. If the error persists, check the booklet tamper motor(M23).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

Recommended action for call-center agents and onsite technicians 813

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3540, Booklet Tamper Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

For instructions: Remove and replace: Booklet tamper motor See the Repair Service Manual for this
product.

4. If the error persists, check the booklet tamper home sensor (S38).

814 Chapter 7 Numerical control panel messages

a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:

b. Move the booklet tamper (callout 1) from the home position to the other position to check the reading
value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

For instructions: Remove and replace: Booklet tamper sensorSee the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 815

 66.90.13
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.

b. Check the top entrance to the booklet maker.

816 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 817

 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: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. 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.

818 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 819

 4. If the error persists, check the paddle motor (M19).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3580, Booklet Paddle Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01001A

For instructions: Remove and replace: Booklet paddle motor See the Repair Service Manual for this
product.

820 Chapter 7 Numerical control panel messages

5. If the error persists, check the booklet Paddle home Sensor (S41).

a. Using code 113-3090 Booklet Paddle home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet paddle encoder to check the reading value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

Recommended action for call-center agents and onsite technicians 821

 For instructions: Remove and replace: Booklet paddle home sensor See the Repair Service Manual for
this product.

6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet maker
PCA. And then power on.

66.90.14
The booklet maker experienced a knife (blade) 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.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

822 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 823

 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: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

824 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 825

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check the booklet blade motor (M22).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

826 Chapter 7 Numerical control panel messages

 b. Run test 113–3550, Booklet Knife Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC31-00144A

Remove and replace: Booklet Blade motorSee the Repair Service Manual for this product.

4. If the error persists, check the booklet blade home sensor (S45).

a. Using code 113-3040 Booklet Knife home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet blade motor to check the reading value change.

Recommended action for call-center agents and onsite technicians 827

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

Remove and replace: Booklet blade home sensorSee the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN10 of the booklet maker
PCA. And then power on.

66.90.15
The booklet maker experienced a press 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.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

828 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 829

 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.

830 Chapter 7 Numerical control panel messages

3. If the error persists, check the press motor (M16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3570, Booklet Press Motor.

Recommended action for call-center agents and onsite technicians 831

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

Remove and replace: Booklet presser motorSee the Repair Service Manual for this product.

4. If the error persists, check the booklet presser home sensor (S37).

a. Using code 113-3130 Booklet Press home Sensor, run the diagnostic test for the sensor.

832 Chapter 7 Numerical control panel messages

 b. Move the booklet presser (callout 1) from the home position to the other position to check the reading
value change.

Callout 1 - Booklet presser

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA

d. Retest the motor. If the test fails, replace the sensor.

Part number: 0604-001393

Remove and replace: Booklet presser home sensorSee the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN5 of the booklet maker
PCA. And then power on.

Recommended action for call-center agents and onsite technicians 833

 66.90.16
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.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.

4. If the error persists, power off, and disconnect and reconnect the wire harness CN4 of the booklet maker
PCA. And then power on.

5. 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: Remove and replace: Booklet stapler unitSee the Repair Service Manual for this product.

66.90.21
The buffer unit has experienced an error.

834 Chapter 7 Numerical control panel messages

Recommended action for customers:

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware datecode 4.3.0.2 or greater.

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, 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 door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Ensure the finisher and engine are running the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware 4.3.0.2 or greater.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com

b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

Recommended action for customers: 835

 5. If the error persists, check the buffer home sensor (S16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2210 2BinFinisher BM exit cam home sensor.

836 Chapter 7 Numerical control panel messages

 c. Rotate the buffer roller (callout 1) to check for the reading value to change.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

e. Retest the sensor. if the sensor continues to fail, replace the sensor.

Part number: 0604-001393

6. If the error persists, replace the buffer roller assembly.

Buffer roller assembly part number: JC90-01672A

66.90.22 and 66.90.23

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.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

66.90.22 and 66.90.23 837

 3. If the error persists, check the booklet buffer motor (M10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2660, 2BinFinisher BM exit cam Motor.

838 Chapter 7 Numerical control panel messages

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01152A

For instructions: Remove and replace: Booklet buffer motorSee the Repair Service Manual for this
product.

4. If the error persists, check the buffer home sensor (S16).

a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the sensor.

Recommended action for call-center agents and onsite technicians 839

 b. Rotate the buffer roller (callout 1) to check for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the test fails, replace the sensor.

Sensor part number: 0604-001393

5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher PCA.
And then power on.

840 Chapter 7 Numerical control panel messages

66.90.43
The finisher experienced a booklet c-fold blade error or a booklet end fence 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.

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.

66.90.43 841
 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.

3. Turn the printer off, and then on.

842 Chapter 7 Numerical control panel messages

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 843

 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.

4. Turn the printer off, and then on.

844 Chapter 7 Numerical control panel messages

5. If the error persists, check the booklet c-fold blade motor (M17).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04082517

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3590, Booklet Guide Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01154A

For instructions: Remove and replace: Booklet c-fold motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 845

 6. If the error persists, check the booklet c-fold blade home sensor (S39).

a. Using code 113-3050 Booklet Guide home Sensor, run the diagnostic test for the sensor.

b. Move the c-fold blade using the gear (callout 1) from the home position to the other position to check
for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the booklet maker PCA.

846 Chapter 7 Numerical control panel messages

 d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: Remove and replace: Booklet c-fold blade home sensor (S39)See the Repair Service
Manual for this product.

7. If the error persists, check the booklet end fence motor (M20).

a. Using code 113-3530 Booklet Stopper Motor, run the diagnostic test for the motor.

Check for the sound of the motor running.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.

c. Retest the motor. If the test fails, replace the motor.

Part number: JC93-01155A

For instructions: Removal and replacement: Booklet end fence motor See the Repair Service Manual
for this product.

Recommended action for call-center agents and onsite technicians 847

 8. If the error persists, check the booklet end fence home sensor (S42).

a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.

848 Chapter 7 Numerical control panel messages

 b. Move the booklet end fence (callout 1) from the home position to another position to check for a
reading value change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.

d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: Removal and replacement: Booklet end fence home sensor See the Repair Service
Manual for this product.

9. If the error persists, power off, and disconnect and reconnect the wire harness CN9 of the booklet maker
PCA. And then power on.

Recommended action for call-center agents and onsite technicians 849

 67.WX.YZ error messages
67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input tray.
The printer and the tray are not communicating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.04.01
The printer cannot communicate with tray 3 on the high capacity input tray.

Recommended action for customers

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

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.

IMPORTANT: The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a 2000
sheet bottom HCI and a 3000 sheet side HCI.

The errors are caused by a loss of communication with these devices when coming out of Sleep.

Workaround: disable Sleep.

Solution: the timing issue has been resolved and will be available in the 4.7.2 FutureSmart release

1. Turn the printer off.

2. Remove the rear cover.

850 Chapter 7 Numerical control panel messages

 a. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the connector is
seated correctly and is not damaged.

b. If the connector is defective, replace it.

Part number: JC39-02283A

3. If the error persists, replace the high capacity input tray PCA.

Part number: JC92-02738B

For instructions: Removal and replacement: Bottom HCI PCA 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 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.

IMPORTANT: The 67.04.01 and 67.04.02 error can happen if an E8 device is configured with BOTH a 2000
sheet bottom HCI and a 3000 sheet side HCI.

The errors are caused by a loss of communication with these devices when coming out of Sleep.

Workaround: disable Sleep.

Solution: the timing issue has been resolved and will be available in the 4.7.2 FutureSmart release

1. Turn the printer off, and then on.

2. Turn the printer off.

67.04.02 851
 3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the connector is seated
correctly and is not damaged. Replace the connector if necessary.

Part number: JC39-02276A

5. If the error persists, replace the DCF PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual for this
product.

67.05.01 and 67.05.02 error

The printer cannot communicate with a tray on the high capacity input tray side unit (sHCI).

67.05.01 Tray 4

67.05.02 Tray 5

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.

1. Turn the printer off.

2. Remove the sHCI fright cover and rear cover.

3. Disconnect and reconnect the connector CN301 on the HCI controller PCA to ensure the connector is seated
correctly and are not damaged. Replace the connector if necessary.

Part number: JC39-02294A

852 Chapter 7 Numerical control panel messages

 4. If the error persists, replace the sHCI PCA.

Part number: JC92-02738C

For instructions: Removal and replacement: Side HCI PCA See the Repair Service Manual for this product.

70.WX.YZ error messages

70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB) depending on your
printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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.

70.* errors 853

 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.

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
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

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.

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.

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
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.

854 Chapter 7 Numerical control panel messages

 2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.

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.

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 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, 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
■ 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.

82.* errors 855

 Recommended action for customers
1. Turn the product off, and then on.

2. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in 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.

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

1. Turn the printer off, and then on.

2. 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 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.

856 Chapter 7 Numerical control panel messages

98.WX.YZ error messages
98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

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 Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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.

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.

98.* errors 857

 2. Use the Format Disk item in 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.

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.

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 Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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.

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.

858 Chapter 7 Numerical control panel messages

 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 Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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.

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 more information, go to HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

98.00.04 Corrupt data in the job data volume 859

 3. If the error persists, run the Format Disk process from 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.

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.

Go to: HP FutureSmart - Latest Firmware Versions

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
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 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.

860 Chapter 7 Numerical control panel messages

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 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 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).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

Recommended action 861

 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.
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.
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.
Go to HP FutureSmart - Latest Firmware Versions.

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

862 Chapter 7 Numerical control panel messages

 ● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
■ Reload the firmware.

Recommended action 863

 99.02.01
Firmware installation was successful.

Recommended action
■ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

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.

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.

864 Chapter 7 Numerical control panel messages

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.

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.

Recommended action for customers 865

 This typically happens because an HDD was swapped into a device from another device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the Preboot
menu, and then reload the firmware.

From
■ the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk drive was
encrypted.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

866 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

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 formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual for this
product.
Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware upgrade
(RFU).

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.

Recommended action for call-center agents and onsite technicians 867

 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 formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual for this
product.
Do NOT replace the formatter board, it will not resolve this error.

4. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

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.

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 Format disk option, select OK.

868 Chapter 7 Numerical control panel messages

 5. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.

Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.

6. 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 formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual
for this product.
Do NOT replace the formatter board, it will not resolve this error.

f. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.

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

1. Ensure the hard disk drive installed is the correct one for the printer.

2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends of the
cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

99.59.62 Unknown Disk 869

 99.59.64 Disk Nonfunctional
The hard disk drive on the main board PCA is not functioning.

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
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive 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 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
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: JC59-00036A

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

870 Chapter 7 Numerical control panel messages

8 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
Install Black cartridge
The black toner cartridge is not install in the printer.

Most cartridges showing this message, have the RJ45 connector and the alignment pin not fully extended when
the cartridge is installed. Two possible causes are thought to be happening.

1. When the toner cartridge is installed, it has a shutter that is opened, at the back of the cartridge, to send
toner into the developer. The spring that holds that shutter closed is strong enough to allow the cartridge to
slide back out if not held in place. If this happens and the handle is turned to a vertical position without being
pushed all the way into the printer, you can hit the alignment pin and the RJ45 connector on the plastic skin
and you will hear a “pop” if you press hard enough on the handle to position it in the closed position.

2. The other possibility is that customers believe this is a jam clearance handle and turn it to help clear a jam.
Once the handle is turned to the open position, it once again slides back out a small distance, then the
customer tries to lock the cartridge back into place and it hits the side of the printer. (The alignment pin and
RJ45 connector) If the handle is turned to a closed position a “pop” noise may be heard.

“Incorrect RJ45 connector.” The clear RJ45 connector should be protrude 14mm from the side of the black
plastic.

Figure 8-1 RJ45 connector

Alphabetical control panel messages 871

 Recommended action for customers

1. Install the black toner cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

To resolve this issue with a toner cartridge, use one of the following solutions to reset the cartridge handle.

1. Reposition the CRUM on the Toner cartridge (Handle cover removal technique)

a. Remove the black cover from the toner cartridge.

Figure 8-2 Remove cover

b. With the handle in the open position (horizontal) slightly lift the two hooks in the back that hold the
CRUM in place and remove the plastic assembly.

Figure 8-3 Remove CRUM

c. Move handle to the fully open horizontal, position.

872 Chapter 8 Alphabetical control panel messages

 d. Reinstall the plastic assembly over the locating pin in the full retracted position and snap back into
position.

Figure 8-4 Reinstall

e. Verify that when the handle is positioned into the locked, vertical position, that the RJ45 connector
and the alignment pin are fully extended. (Extended is 14mm.) If it is, then snap the black handle
assembly back onto the front of the toner cartridge.

2. Reposition the Handle. If the printer displays the message and the handle will not return to the open,
horizontal, position, perform the following:

This method may only work a few times before the blue handle is possibly broken or stretched to a
non-working state.

a. Slide the cartridge out of the printer so the black cap is completely clear of the inside of the plastic
interior.

b. Rotate the blue handle down into the horizontal position. You should hear a “snap / pop” noise, which
means you have returned the handle into the correct open position. If you do not hear the “snap / pop”
noise and the handle will not return to the horizontal position, then follow the step is the first solution
to fix this issue.

Cartridges with a date code of newer than 9/2017 should have the new style “fingers” to keep the
spring back of the cartridge when installing.

Figure 8-5 Cartridge date code differences

1) Old style cartridge, no new feature.

Recommended action for call-center agents and onsite technicians 873

 2) New feature on new style cartridge. This feature is seen on both sides of the cartridge.

Toner Collection Unit Almost Full

The toner collection unit is almost full

The toner collection unit is between 90% and 99% of its capacity.

Recommended action
1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com.

2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace the toner
collection unit.

874 Chapter 8 Alphabetical control panel messages

Index

B paper path error 5 N

fuser error (LaserJet)
backup error Near Field Communication error
50.WX.YZ error 5
32.WX.YZ error 4 81.WX.YZ error 5
reset error 4 Bluetooth error 5
H
restore error 4 external I/O card error 5
hard disk partition error internal EIO error 5
C 98.WX.YZ error 6 wireless error 5
connector error
I O
65.WX.YZ error 5
input accessory error output accessory error
D 67.WX.YZ error 5 66.WX.YZ error 5
input/output error OXPd/Web kit error
DC controller communication error
40.WX.YZ error 4 45.WX.YZ error 5
55.WX.YZ error 5
internal diagnostics error
DC controller firmware error
90.WX.YZ error 6 P
70.WX.YZ error 5
video display error 6
digital sending error (firmware) page error
44.WX.YZ error 5 21.WX.YZ error 4
J
document feeder error paper handling error (LaserJet)
31.WX.YZ error 4 jam error (LaserJet) 56.WX.YZ error 5
duplexer error 13.WX.YZ error 4 print bar error (PageWide)
69.WX.YZ error 5 jam error (PageWide) 62.WX.YZ error 5
13.WX.YZ error 4 printer memory error
E job accounting error (firmware) 20.WX.YZ error 4
48.WX.YZ error 5
Embedded Jetdirect error
job management error R
80.WX.YZ error 5
(firmware) 5
engine error (LaserJet) real-time clock error
job pipeline error (firmware) 5
46.WX.YZ error 5 11.WX.YZ error 4
job parser error (firmware)
63.WX.YZ error 5
47.WX.YZ error 5
engine error (PageWide) S
printer calibration error 5
61.WX.YZ error 5
scanner error
event log error (firmware)
L 30.WX.YZ error 4
42.WX.YZ error 5
security error
laser scanner error (LaserJet)
33.WX.YZ error 4
F 51.WX.YZ error 5
sensor error
52.WX.YZ error 5
fan error 54.WX.YZ error 5
last update 1
58.WX.YZ error 5 58.WX.YZ error 5
firmware communication error supplies error (LaserJet)
M
49.WX.YZ error 5 10.WX.YZ error 4
firmware install error memory error supplies error (PageWide)
99.WX.YZ error 6 82.WX.YZ error 5 17.WX.YZ error 4
hard disk error 6 EMMC error 5 system error (LaserJet)
remote firmware upgrade hard disk error 5 62.WX.YZ error 5
error 6 motor error (LaserJet)
fuser error 59.WX.YZ error 5 T
41.WX.YZ error 5
tray motor error (LaserJet)
laser scanner error 5
60.WX.YZ error 5

Index 875