Hp LASERJET 9000 Problem solving

Chapter 5 Problem solving 82

Problem solving

Overview

This section will help you to troubleshoot and solve printer problems.

“Clearing jams” on page 83

“Understanding printer messages” on page 103

“Correcting output quality problems” on page 123

“Determining printer problems” on page 132

“Checking the printer configuration” on page 153

Occasionally, paper can jam during printing. This section will help you to locate paper jams, properly clear them from the printer, and solve repeated jams.

Many different messages can appear on the printer control panel display. Some messages tell the current printer status, such as INITIALIZING. Other messages require action, such as CLOSE FRONT DOOR. Most of these messages are self-explanatory. However, some messages indicate a problem with the printer, or require further action or description. This section lists these types of messages and tells you what to do if a message persists.

The printer should produce print jobs of the highest quality. If print jobs do not appear sharp and clear, if defects such as lines, specks, or smears appear on the page, or if paper is wrinkled or curled, use this section to troubleshoot and solve the print quality problem.

Before you can eliminate a printer problem, you must understand the location of the problem. Use the tables in this section to determine the printer problem, and then follow the corresponding troubleshooting suggestions.

From the printer, you can print information pages, which give details about the printer and its configuration.

Overview

Chapter 5 Problem solving 83

Clearing jams

If the printer control panel displays a paper jam message, look for paper in the locations indicated in the following graphic. You might need to look for paper in locations other than indicated in the paper jam message. If the location of the paper jam is not obvious, look first in the front door area.

After looking at the graphic, you can go to the procedure for clearing the jam. When clearing jams, be very careful not to tear the paper. If a small piece of paper is left in the printer, it could cause additional jams. If jams are a recurring problem, see “Solving repeated paper jams” on page 102.

Note Loose toner might remain in the printer after a paper jam and cause output quality problems. These

should clear up within a few pages.

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Jam locations

Fac e-u p bi n

Front door and print cartridge area

Optional output device

Duplexer (inside the printer)

Left door (behind output accessory)

Tray 2 and Tray 3

Optional Tray 4

Standard output bin (Face-down bin)

Optional Tray 1

Right door

Vertical transfer door

Clearing jams

Chapter 5 Problem solving 85

Clearing jams from the input tray areas

To clear jams in optional Tray 1

1 Check for paper in the optional Tray 1 area, and remove any

paper from this area. Carefully check to be sure you have removed all pieces of torn paper.

2 Open and close the right door to reset the printer.

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To clear jams inside the right door

1 Open the right door.

2 Check for paper in the right door area, and remove any paper

from this area. Carefully check to be sure you have removed all pieces of torn paper.

3 Open the jam access cover. Pull out and lift the green tab. 4 Remove any paper from this area by pulling it out of the printer. 5 Push the green lever down to original position. 6 Close the right door.

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To clear jams in Trays 2 and 3

1 Open the tray until it stops.

2 Check for paper in the tray area, and remove any paper from this

area. Carefully check to be sure you have removed all pieces of torn paper.

3 Close the tray. 4 Open and close the right door to reset the printer.

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To clear jams in optional Tray 4

1 Open optional Tray 4.

2 Check for paper in the tray area, and remove any paper from this

area. Carefully check to be sure you have removed all pieces of torn paper.

3 Close optional Tray 4. 4 Open and close the right door to reset the printer.

Clearing jams

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Clearing jams from the duplex printing accessory (duplexer)

To clear jams in the duplex printing accessory

1 If an optional output device is installed, slide it away from the

printer to access the left door.

2 Open the left door and carefully pull out any paper from area.

WARNING! Avoid touching the adjacent fusing area. It can be HOT.

3 Remove the duplex printing accessory by pressing the green

lever and pulling the unit out until it stops.

4 Remove any paper by lifting the two green levers in the duplex

printing accessory.

5 Open the front door.

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6 Check for paper in the duplex printing accessory area, and

remove any paper by pulling it out of the printer. Be careful not to tear the paper.

7 Reinstall the duplex printing accessory by sliding it back into the

slot until it locks into place.

8 Close all open doors. If an optional output device is installed,

push it back into place.

Clearing jams

Chapter 5 Problem solving 91

Clearing jams from the output areas

To clear jams in the standard output bin

1 If the jam extends into the output area, slowly and carefully pull

the paper straight out of the printer so that it does not tear.

2 Open the left door and carefully pull out any paper from area. (If

an optional output device is installed, first move it away from the printer to access the left door.)

3 Close all open doors. If an optional output device is installed,

push it back into place.

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Chapter 5 Problem solving 92

To clear jams in the left door (fuser area)

1 If an optional output device is installed, slide it away from the

printer to access the left door.

2 Open the left door.

WARNING!

Avoid touching the adjacent fusing area. It can be HOT.

3 Remove any jammed or damaged paper from this area by pulling

it out of the printer.

4 Press down on the green tab and carefully check for paper. Be

sure to remove all pieces of torn paper.

5 Close the left door. If an optional output device is installed, push

it back into place.

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To clear jams in the multifunction finisher

1 Open the finisher cover.

2 Slowly and carefully pull the paper straight out of the finisher so

that it does not tear.

3 Close the finisher cover. 4 Move the finisher away from the printer.

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5 Carefully remove any paper from the printer output area.

6 Carefully remove any paper from the finisher input area. 7 Open the stapler-unit door. 8 To clear a booklet jam, turn the bottom green knob clockwise to

remove the booklet.

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9 Close the stapler-unit door.

10 Reattach the finisher.

Clearing jams

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To clear a staple jam from the optional stapler/stacker

Note

The message JAM INSIDE STAPLER displays on the control panel.

1 Slide the stapler/stacker away from the printer. 2 Open the stapler unit door. 3 On the staple cartridge, squeeze the tabs together and pull the

cartridge out.

4 Pull the cartridge lever up.

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5 Remove the jammed staple.

6 Push the cartridge lever down. 7 Insert the staple cartr idge so that it snaps into place. 8 Close the stapler unit door. 9 Reattach the stapler/stacker to the printer.

Note The stapler needs to reload after clearing a staple jam, so the

first few documents (no more than five) might not be stapled. If a print job is sent and the stapler is jammed or is out of staples, the job will still print as long as the path to the output bin is not blocked.

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Chapter 5 Problem solving 98

To clear a staple jam from the multifunction finisher

1 Open the stapler-unit door.

2 Slide the stapler-unit toward you. 3 Tur n the large green knob until the blue dot appears in the

window of the stapler unit.

4 Tur n the small green knob at the top of the stapler unit

counterclockwise until the staple cartridge moves to the left of the stapler unit.

CAUTION The blue dot must appear in the window of the stapler unit

before you remove the staple cartridge. If you try to remove the staple cartridge before the blue dot appears in the window, you could damage the finisher.

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5 Remove the staple cartridge.

6 Pull up on the lever labeled with a green dot. 7 Remove the damaged staple. 8 Press down on the level labeled with a green dot.

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9 Reinstall the staple cartridge.

10 Slide the stapler unit into the finisher. 11 Close the stapler-unit door.

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In rare instances, a staple jam might occur in the upper half of the stapler head.

1 Follow steps 1 through 4 for clearing a staple jam from the

multifunction finisher (see page 98

2 Locate the damaged staple at the back of the stapler unit, and

then remove the staple.

3 Follow steps 10 through 11 for clearing a staple jam from the

multifunction finisher (see page 98

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Chapter 5 Problem solving 102

Solving repeated paper jams

Situation Solution

General repeated paper jam problems

1. Check to see that paper is correctly loaded in the trays and that all width guides are correctly set (See “Printing tasks” on page 30).

2. Make sure that the paper tray is set for the size of paper installed and that the tray is not overloaded with paper.

3. Tr y turning over the stack of paper in the tray. If you are using prepunched or letterhead paper, try printing from optional Tray 1.

4. Do not use previously printed paper or torn, worn, or irregular paper. For recommended paper and other paper for your printer, see the introduce guide on the product CD, or go to

www.hp.com/cposupport/

5. Check the paper specifications. (See the introduce guide on the product CD, or got to

www.hp.com/cposupport/

occur.

6. Printer might be dirty. Clean the printer as described in the introduce guide on the product CD, or go to www.hp.com/cposupport/

7. Check that all damaged or jammed paper is removed from printer.

.) If paper is outside of the recommended specifications, problems can

Note If paper jams continue, contact your HP-authorized service provider. (See the HP Customer Care

section in the introduce guide on the product CD, or go to www.hp.com/cposupport/.)

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Understanding printer messages

Printer messages appear on the printer control panel display to relay the normal status of the printer (such as Processing Job), or an error condition (such as Close Front Door) that needs attention. “Resolv ing control panel messages” on page 104 lists messages that require attention, or that might raise questions. Messages are listed in alphabetical order, with numeric messages at the end of the list. Not all messages are listed, because some (such as Ready) are self-explanatory.

Note Some printer messages are affected by the AUTO CONTINUE and CLEARABLE WARNINGS settings in the

CONFIGURE DEVICE menu, System Setup submenu, in the printer control panel (See “Syst em setup

submenu” on page 186).

Using the printer online help system

This printer features an online help system on the control panel that provides instructions for resolving most printer errors. Certain control panel messages alternate with instructions about accessing the online help system.

Whenever a ? appears in an error message or a message alternates with FOR HELP PRESS ?, press the key to view the help and use and to scroll through the message.

To exit the online help system, press .

If a message persists

z Some messages (e.g. requests to load a tray or a message that a previous print job is still in the printer

memory) allow you to press to print, or to press C message.

z If a message persists after performing all of the recommended actions, contact an HP-authorized service

or support provider. (See the introduce guide on the product CD, or go to www.hp.com/cposupport/

Understanding printer messages

ANCEL JOB to clear the job and eliminate the

Chapter 5 Problem solving 104

Resolving control panel messages

Message Explanation or recommended action

ACCESS DENIED MENUS LOCKED

BAD DUPLEXER CONNECTION

BAD TRAY 1 CONNECTION Optional Tray 1 is not connected properly to the printer.

<BINNAME> FULL The specified output bin is full.

CANCELLING... <JOBNAME>

CARTRIDGE FAILURE Cartridge is loaded and shipping protection strip cannot be fully removed.

The printer control panel function you are trying to access has been locked to prevent unauthorized access.

See your network administrator.

The duplex printing accessory is not connected properly to the printer. Tur n the printer off and reinstall the duplex printing accessory.

Tur n the printer off and reinstall optional Tray 1.

Empty the bin to continue printing.

The printer is cancelling a job. The message continues while the job is stopped, the paper path is flushed, and any remaining incoming data on the active data channel is received and discarded.

Return the cartridge for a new one. (See the introduce guide on the product CD, or go to

www.hp.com/cposupport/

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Message Explanation or recommended action

CARTRIDGE LOW - xxxx PAGES ESTIMATED

To continue press

CARTRIDGE OUT REPLACE CARTRIDGE

CHECKING PAPER PATH

CHECKING PRINTER The engine is performing an internal test.

CHOSEN PERSONALITY NOT AVAILABLE

alternates with

READY

CLEARING PAPER FROM PRINTER

The message first appears when about eight percent of toner is remaining in the cartridge (about 2,400 pages remaining for the 30,000-page cartridge at five percent coverage). Depending on how the printer is configured, it will either continue to print or it will stop. If the printer stops, you can resume printing by pressing for each job. You might want to have a replacement cartridge available. See “Print cart ridge conditions” on page 79 for more information.

Drum in print car tridge is zero. Order new authentic HP print cartridge (C8543X).

The engine is rotating its rollers to check for possible paper jams.

A print job requested a printer language (personality) that does is not available with this printer. The job will not print and will be cleared from memory.

Print the job using a driver for a different printer language, or add the requested language to the printer (if available).

The printer jammed or was turned on and paper is detected in a wrong location. The printer is automatically attempting to eject the pages.

If possible, use the progress bar at the bottom of the display.

CLOSE FRONT DOOR ON LEFT ACCESSORY

Understanding printer messages

The stapler door on the multifunction finisher is open, or it is not closed properly. Close the stapler door properly.

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Message Explanation or recommended action

CLOSE TOP COVER ON LEFT ACCESSORY

CLOSE FRONT OR LEFT DOOR

CLOSE RIGHT DOOR The right door is open and must be closed for printing to continue.

DETECTABLE SIZE IN TRAY xx

Move switch to standard

DIFFERENT PAPER SIZES IN JOB

DISK DEVICE FAILURE

alternates with

READY

The top cover on the multifunction finisher is open, or is not closed properly. Close the top cover properly.

The front or left doors are open and must be closed for printing to continue.

A tray is loaded with standard size paper, and the switch in the tray is set to custom. Move the switch to the "standard" position.

Different paper sizes are used for a single job in the multifunction finisher. Verify that all pages in the job are configured for the same size paper.

The EIO hard disk had a critical failure and can no longer be used. Reseat the EIO hard disk. If the message continues, replace it with a new EIO hard disk.

DISK FILE OPERATION FAILED

alternates with

READY

Understanding printer messages

The requested operation could not be performed. You might have attempted an illegal operation, such as trying to download a file to a nonexistent directory.

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