HP LaserJet Pro 400, LaserJet Pro M401 Troubleshooting Manual
LASERJET PRO 400
Troubleshooting Manual
M401
HP LaserJet Pro 400 M401 Printer Series
Troubleshooting Manual
Copyright and License
Trademark Credits
© 2012 Copyright Hewlett-Packard
Development Company, L.P.
Reproduction, adaptation, or translation
without prior written permission is
prohibited, except as allowed under the
copyright laws.
The information contained herein is subject
to change without notice.
The only warranties for HP products and
services are set forth in the express warranty
statements accompanying such products and
services. Nothing herein should be
construed as constituting an additional
warranty. HP shall not be liable for technical
or editorial errors or omissions contained
herein.
Part number: CF270-91001
Edition 1, 4/2012
Microsoft®, Windows®, Windows® XP,
and Windows Vista® are U.S. registered
trademarks of Microsoft Corporation.
Conventions used in this guide
TIP: Tips provide helpful hints or shortcuts.
NOTE: Notes provide important information to explain a concept or to complete a task.
CAUTION: Cautions indicate procedures that you should follow to avoid losing data or damaging
the product.
WARNING! Warnings alert you to specific procedures that you should follow to avoid personal
injury, catastrophic loss of data, or extensive damage to the product.
ENWW iii
iv Conventions used in this guide ENWW
Table of contents
1 Theory of operation .......................................................................................................... 1
Basic operation ........................................................................................................................ 2
Major product systems ............................................................................................... 2
Product components .................................................................................................. 3
Sequence of operation ............................................................................................... 4
Engine control system ............................................................................................................... 6
DC controller ............................................................................................................ 7
Motor control ............................................................................................................ 9
Fan control ............................................................................................................. 10
High-voltage power supply ....................................................................................... 11
Fuser control circuit .................................................................................. 12
Fuser temperature control ........................................................... 13
Fuser protection function ............................................................ 14
Fuser failure detection ................................................................ 14
Low-voltage power supply ........................................................................................ 16
Protective function .................................................................................... 16
Safety ..................................................................................................... 17
Low-voltage power supply unit failure detection ............................................ 17
Laser scanner system .............................................................................................................. 18
Laser failure detection .............................................................................................. 19
Image-formation system ........................................................................................................... 20
Image-formation process .......................................................................................... 21
Latent-image formation stage .................................................................................... 21
Step 1: Primary charging .......................................................................... 22
Step 2: Laser-beam exposure ..................................................................... 22
Developing stage .................................................................................................... 22
Step 3: Development ................................................................................ 22
Transfer stage ......................................................................................................... 24
Step 4: Transfer ....................................................................................... 24
Step 5: Separation ................................................................................... 24
Fusing stage ........................................................................................................... 25
Step 6: Fusing ......................................................................................... 25
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Drum cleaning stage ................................................................................................ 26
Step 7: Drum cleaning .............................................................................. 26
Pickup and feed system ........................................................................................................... 27
Jam detection ......................................................................................................... 29
Paper feeder (optional Tray 3) ................................................................................................. 31
Paper feeder operation ............................................................................................ 33
Jam detection ......................................................................................................... 34
USB flash drive ...................................................................................................................... 36
2 Solve problems ............................................................................................................... 37
Solve problems checklist ......................................................................................................... 38
Menu map ............................................................................................................................ 40
Print the menu map (LCD control panel) ..................................................................... 40
Print the menu map (touchscreen control panel) ........................................................... 40
Troubleshooting process .......................................................................................................... 41
Pre-troubleshooting checklist ..................................................................................... 41
Determine the problem source ................................................................................... 43
Power subsystem ..................................................................................................... 44
Power-on checks ...................................................................................... 44
Control-panel checks ............................................................................................... 44
LCD control panel checks .......................................................................... 44
Touchscreen control panel checks ............................................................... 45
Tools for troubleshooting ......................................................................................................... 46
Component diagnostics ............................................................................................ 46
LED diagnostics ........................................................................................ 46
Network LEDs (network models only) ........................................... 46
Control panel LEDs .................................................................... 46
Engine diagnostics ................................................................................... 47
Engine test ................................................................................ 47
Diagrams ............................................................................................................... 47
Plug/jack locations ................................................................................... 47
Locations of major components .................................................................. 48
General timing chart ................................................................................. 50
General circuit diagrams ........................................................................... 51
Use HP Device Toolbox (Windows) ........................................................................... 55
Internal print-quality test pages .................................................................................. 56
Clean the paper path ............................................................................... 56
Clean the paper path (LCD control panel) ..................................... 56
Clean the paper path (touchscreen control panel) .......................... 56
Print the configuration page ....................................................................... 57
Print the configuration page from an LCD control panel .................. 57
vi ENWW
Print the configuration page from a touchscreen control panel ......... 57
Print-quality troubleshooting tools .............................................................................. 58
Repetitive image defect ruler ...................................................................... 58
Control panel menus ................................................................................................ 59
HP Web Services menu ............................................................................. 59
Reports menu ........................................................................................... 59
Quick Forms menu ................................................................................... 60
USB Flash Drive menu ............................................................................... 61
System Setup menu ................................................................................... 61
Service menu ........................................................................................... 64
Network Setup menu ................................................................................ 66
Interpret control panel messages ............................................................................... 68
Control panel message types ..................................................................... 68
Control panel messages ............................................................................ 68
10.x000 Supply Error ................................................................ 68
49 Error Turn off then on ............................................................ 68
50.x Fuser Error Turn off then on ................................................. 69
51.XX Error Turn off then on ....................................................... 69
54.XX Error Turn off then on ....................................................... 69
55.X Error Turn off then on ......................................................... 69
57 Fan error Turn off then on ...................................................... 70
59.X Error Turn off then on ......................................................... 70
79 Error Turn off then on ............................................................ 70
79 Service error Turn off then on ................................................. 71
Black cartridge low ................................................................... 71
Black cartridge very low ............................................................. 71
Device error Press [OK] .............................................................. 71
Door open ................................................................................ 72
Genuine HP supply installed ....................................................... 72
Install black cartridge ................................................................. 72
Invalid driver Press [OK] ............................................................ 72
Jam in <location> ...................................................................... 72
Jam in Tray <X> Clear jam and then Press [OK] ............................ 73
Load tray 1 <TYPE>, <SIZE> ...................................................... 73
Load tray 1 PLAIN <SIZE> Cleaning Mode ................................... 73
Load tray <X> Press [OK] for available media .............................. 73
Load tray <X> <TYPE> <SIZE> .................................................... 73
Manual Duplex Load tray <X> Press [OK] .................................... 74
Manual feed <SIZE>, <TYPE> Press [OK] for available media ........ 74
Memory is low Press [OK] .......................................................... 74
Misprint Press [OK] ................................................................... 74
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Print failure, press OK. If error repeats, turn off then on. ................. 75
Rear door open ......................................................................... 75
Remove shipping material from toner cartridge ............................. 75
Replace black cartridge ............................................................. 75
Supplies low ............................................................................. 75
Unexpected size in tray <X> Load <size> Press [OK] ..................... 76
Unsupported black cartridge Press [OK] to continue ...................... 76
Used black cartridge is installed Press [OK] to continue ................. 76
Event-log messages ................................................................................................. 76
Print the event log ..................................................................................... 76
Print the event log (LCD control panel) .......................................... 76
Print the event log (touchscreen control panel) ............................... 77
Show an event log ................................................................................... 77
Event log messages .................................................................................. 77
Clear jams ............................................................................................................................ 80
Common causes of jams .......................................................................................... 80
Jam locations .......................................................................................................... 80
Clear a jam in Tray 1 .............................................................................................. 81
Clear a jam in Tray 2 .............................................................................................. 82
Clear a jam in optional Tray 3 .................................................................................. 84
Clear jams from the output bin .................................................................................. 85
Clear a jam in the duplexer area .............................................................................. 85
Clear a jam in the fuser area .................................................................................... 86
Solve paper-handling problems ................................................................................................ 88
The product picks up multiple sheets of paper ............................................................. 88
The product does not pick up paper .......................................................................... 88
Solve image quality problems .................................................................................................. 89
Print quality examples .............................................................................................. 89
Clean the product .................................................................................................................. 94
Clean the pickup and separation rollers ..................................................................... 94
Clean the paper path .............................................................................................. 94
Clean the paper path (LCD control panel) ................................................... 94
Clean the paper path (touchscreen control panel) ......................................... 94
Clean the touchscreen ............................................................................................. 95
Solve performance problems ................................................................................................... 96
Factors affecting print performance ........................................................................... 96
Print speeds ............................................................................................. 97
The product does not print or it prints slowly ............................................................... 97
The product does not print ......................................................................... 97
The product prints slowly ........................................................................... 98
Solve connectivity problems ..................................................................................................... 99
viii ENWW
Solve direct-connect problems ................................................................................... 99
Solve network problems ........................................................................................... 99
Poor physical connection ........................................................................... 99
The computer is using the incorrect IP address for the product ........................ 99
The computer is unable to communicate with the product ............................ 100
The product is using incorrect link and duplex settings for the network .......... 100
New software programs might be causing compatibility problems ................ 100
The computer or workstation might be set up incorrectly .............................. 100
The product is disabled, or other network settings are incorrect .................... 100
Solve wireless network problems ............................................................................. 101
Wireless connectivity checklist ................................................................. 101
The control panel displays the message: The wireless feature on this product
has been turned off ................................................................................ 102
The product does not print after the wireless configuration completes ............ 102
The product does not print, and the computer has a third-party firewall
installed ................................................................................................ 102
The wireless connection does not work after moving the wireless router or
product ................................................................................................. 102
Cannot connect more computers to the wireless product .............................. 102
The wireless product loses communication when connected to a VPN ........... 103
The network does not appear in the wireless networks list ........................... 103
The wireless network is not functioning ...................................................... 103
Service mode functions ......................................................................................................... 104
Service menu ........................................................................................................ 104
Service menu settings .............................................................................. 104
Restore the factory-set defaults ................................................................. 104
Restore the factory-set defaults (LCD control panel) ....................... 104
Restore the factory-set defaults (touchscreen control panel) ............ 105
Secondary service menu ........................................................................................ 105
Open the secondary service menu ............................................................ 105
Open the secondary service menu (LCD control panel) ................. 105
Open the secondary service menu (touchscreen control panel) ...... 105
Secondary service menu structure ............................................................. 105
Product resets ....................................................................................................... 106
NVRAM initialization .............................................................................. 106
Super NVRAM initialization ..................................................................... 107
Manually update the firmware ............................................................................................... 108
Manually update the firmware (LCD control panel) .................................................... 108
Manually update the firmware (touchscreen control panel) ......................................... 108
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Appendix A Service and support ..................................................................................... 109
Hewlett-Packard limited warranty statement ............................................................................. 110
HP's Premium Protection Warranty: LaserJet toner cartridge limited warranty statement ................. 112
HP policy on non-HP supplies ................................................................................................ 113
HP anticounterfeit Web site ................................................................................................... 114
Data stored on the toner cartridge .......................................................................................... 115
End User License Agreement .................................................................................................. 116
OpenSSL ............................................................................................................................. 119
Customer support ................................................................................................................. 120
Repack the product .............................................................................................................. 121
Appendix B Product specifications ................................................................................... 123
Physical specifications .......................................................................................................... 124
Power consumption, electrical specifications, and acoustic emissions .......................................... 124
Environmental specifications .................................................................................................. 124
Appendix C Regulatory information ................................................................................. 125
FCC regulations ................................................................................................................... 126
Environmental product stewardship program ........................................................................... 127
Protecting the environment ...................................................................................... 127
Ozone production ................................................................................................. 127
Power consumption ............................................................................................... 127
Toner consumption ................................................................................................ 127
Paper use ............................................................................................................. 127
Plastics ................................................................................................................. 127
HP LaserJet print supplies ....................................................................................... 128
Return and recycling instructions ............................................................................. 128
United States and Puerto Rico .................................................................. 128
Multiple returns (more than one cartridge) .................................. 128
Single returns .......................................................................... 128
Shipping ................................................................................ 128
Non-U.S. returns .................................................................................... 129
Paper .................................................................................................................. 129
Material restrictions ............................................................................................... 129
Disposal of waste equipment by users ...................................................................... 129
Electronic hardware recycling ................................................................................. 130
Chemical substances ............................................................................................. 130
Material Safety Data Sheet (MSDS) ......................................................................... 130
For more information ............................................................................................. 130
Declaration of conformity ...................................................................................................... 131
x ENWW
Declaration of conformity ...................................................................................................... 133
Safety statements ................................................................................................................. 135
Laser safety .......................................................................................................... 135
Canadian DOC regulations .................................................................................... 135
VCCI statement (Japan) .......................................................................................... 135
Power cord instructions .......................................................................................... 135
Power cord statement (Japan) ................................................................................. 135
EMC statement (Korea) .......................................................................................... 136
Laser statement for Finland ..................................................................................... 136
GS statement (Germany) ........................................................................................ 137
Substances Table (China) ....................................................................................... 137
Restriction on Hazardous Substances statement (Turkey) ............................................. 137
Restriction on Hazardous Substances statement (Ukraine) ........................................... 137
Additional statements for wireless products .............................................................................. 138
FCC compliance statement—United States ................................................................ 138
Australia statement ................................................................................................ 138
Brazil ANATEL statement ........................................................................................ 138
Canadian statements ............................................................................................. 138
European Union regulatory notice ........................................................................... 138
Notice for use in France ......................................................................................... 139
Notice for use in Russia ......................................................................................... 139
Mexico statement .................................................................................................. 139
Korean statement .................................................................................................. 139
Taiwan statement .................................................................................................. 140
Vietnam Telecom wired/wireless marking for ICTQC Type approved products ............. 140
Index ............................................................................................................................... 141
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xii ENWW
List of tables
Table 1-1 Product components ................................................................................................................ 3
Table 1-2 Sequence of operation ............................................................................................................ 4
Table 1-3 DC controller electrical components .......................................................................................... 7
Table 1-4 Motor control components ....................................................................................................... 9
Table 1-5 Fan control components ........................................................................................................ 10
Table 1-6 Fuser control circuit components ............................................................................................. 12
Table 1-7 Pickup and feed system electrical components .......................................................................... 28
Table 1-8 Paper feeder components ...................................................................................................... 32
Table 2-1 Plug/jack locations ............................................................................................................... 47
Table 2-2 Major components (1 of 2) .................................................................................................... 48
Table 2-3 Major components (2 of 2) .................................................................................................... 49
Table 2-4 Repetitive defects .................................................................................................................. 58
Table 2-5 Event-log messages ............................................................................................................... 77
Table 2-6 Event-log-only messages ........................................................................................................ 78
Table 2-7 Secondary Service menu ..................................................................................................... 105
Table B-1 Physical specifications ......................................................................................................... 124
Table B-2 Operating-environment specifications .................................................................................... 124
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xiv ENWW
List of figures
Figure 1-1 Product systems ..................................................................................................................... 2
Figure 1-2 Product components ............................................................................................................... 3
Figure 1-3 Optional Tray 3 components .................................................................................................. 4
Figure 1-4 Engine control system components ........................................................................................... 6
Figure 1-5 DC controller ........................................................................................................................ 7
Figure 1-6 Main motor .......................................................................................................................... 9
Figure 1-7 Fan control ......................................................................................................................... 10
Figure 1-8 High-voltage power supply ................................................................................................... 11
Figure 1-9 Fuser control circuit .............................................................................................................. 12
Figure 1-10 Fuser temperature control ................................................................................................... 13
Figure 1-11 Low-voltage power supply .................................................................................................. 16
Figure 1-12 Laser scanner system .......................................................................................................... 18
Figure 1-13 Image-formation system ...................................................................................................... 20
Figure 1-14 Image-formation process .................................................................................................... 21
Figure 1-15 Primary charging process ................................................................................................... 22
Figure 1-16 Laser-beam exposure ......................................................................................................... 22
Figure 1-17 Development process ......................................................................................................... 23
Figure 1-18 Transfer process ................................................................................................................ 24
Figure 1-19 Separation from the drum ................................................................................................... 24
Figure 1-20 Fusing .............................................................................................................................. 25
Figure 1-21 Drum cleaning .................................................................................................................. 26
Figure 1-22 Pickup and feed system paper path ..................................................................................... 27
Figure 1-23 Pickup and feed system electrical components ....................................................................... 28
Figure 1-24 Jam detection sensors ........................................................................................................ 29
Figure 1-25 Paper-feeder paper path .................................................................................................... 31
Figure 1-26 Paper feeder signal flow .................................................................................................... 32
Figure 1-27 Paper feeder electrical components ..................................................................................... 33
Figure 1-28
Figure 2-1 Major components (1 of 2) ................................................................................................... 48
Figure 2-2 Major components (2 of 2) ................................................................................................... 49
Figure 2-3 Timing diagram ................................................................................................................... 50
Figure 2-4 Circuit diagram — LCD control panel models ......................................................................... 51
Jam detection sensors ........................................................................................................ 34
ENWW xv
Figure 2-5 Circuit diagram — touchscreen control panel models (1 of 2) ................................................... 52
Figure 2-6 Circuit diagram — touchscreen control panel models (2 of 2) ................................................... 53
Figure 2-7 Circuit diagram — optional Tray 3 ........................................................................................ 54
xvi ENWW
1 Theory of operation
Basic operation
●
Engine control system
●
Laser scanner system
●
Image-formation system
●
Pickup and feed system
●
Paper feeder (optional Tray 3)
●
USB flash drive
●
ENWW 1
Basic operation
Major product systems
The product includes the following systems:
Engine control system
●
Laser scanner system
●
Image-formation system
●
Pickup and feed system
●
Accessory
●
Figure 1-1 Product systems
LASER SCANNER SYSTEM
ENGINE CONTROL
SYSTEM
IMAGE-FORMATION SYSTEM
PICKUP, FEED AND DELIVERY SYSTEM
ACCESSORY
2 Chapter 1 Theory of operation ENWW
Product components
Figure 1-2 Product components
1
2 8 9
4 5 6 73
1010
11
12
13
13
14
15
16
17
181920
Table 1-1 Product components
Item Description Item Description
1 Fuser delivery roller 11 Multipurpose tray (Tray 1) pickup roller
2 Face-down delivery roller 12 Multipurpose tray (Tray 1) separation pad
3 Pressure roller 13 Registration roller
4 Fuser film assembly 14 Feed roller
5 Fuser 15 Tray 2 cassette pickup roller
6 Transfer roller 16 Tray 2 cassette separation pad
7 Photosensitive drum 17 Tray 2 cassette
8 Laser scanner 18 Duplex re-pickup roller (duplex models only)
9 Toner cartridge 19 Duplex feed assembly (duplex models only)
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10 Registration shutter 20 Duplex feed roller (duplex models only)
Basic operation
3
Figure 1-3 Optional Tray 3 components
1 2
Item Description Item Description
1 Tray 3 cassette 3 Tray 3 feed roller
2 Tray 3 pickup roller 4 Tray 3 separation pad
3
4
Sequence of operation
The product operational sequence is controlled by the DC controller that is on the engine control
system. The following table describes each period of a print operation from when the printer is turned
on until the motor stops rotating.
Table 1-2 Sequence of operation
Period Duration Purpose Remarks
WAIT From the time the power is
STBY (Standby period) From end of the WAIT or
INTR (Initial rotation) From the time the print
turned on or the door is
closed until the drum-phase
adjustment is complete
LSTR period until either the
print command is received
from the formatter or the
power is turned off
command is received until the
fuser temperature reaches its
target temperature
Brings the product to the
ready state
Maintains the product in
readiness for a print
command
Prepares the high-voltage
biases, laser scanner, and
fuser for printing
The product detects the toner
level, cartridge presence, and
environment.
The product enters sleep
mode when the formatter
sends a sleep command.
4 Chapter 1 Theory of operation ENWW
Table 1-2 Sequence of operation (continued)
Period Duration Purpose Remarks
PRINT From the end of INTR period
until the fuser paper sensor
detects the trailing edge of
paper
LSTR (Last rotation) From the end of the PRINT
period until the delivery motor
stops rotating
Forms the images on the
photosensitive drum and
transfers the toner image to
the print media
Moves the printed sheet out
of the product, and stops the
output from the laser scanner
and high-voltage biases
The product enters the INTR
period as soon as the
formatter sends another print
command.
ENWW
Basic operation
5
Engine control system
The engine control system coordinates all product functions and drives the other three systems.
The engine control system contains the DC controller, high-voltage power supply PCA, and low-voltage
power supply.
Figure 1-4 Engine control system components
Formatter
ENGINE CONTROL SYSTEM
LASER SCANNER SYSTEM
Engine controller
DC controller
IMAGE-FORMATION SYSTEM
Low-voltage
power supply
PICKUP, FEED AND
DELIVERY SYSTEM
High-voltage
power supply
ACCESSORY
6 Chapter 1 Theory of operation ENWW
DC controller
The DC controller controls the product operational sequence.
Figure 1-5 DC controller
Engine controller
AC input
Fuser
Transfer roller
Cartridge
Laser scanner
assembly
Motor
Fan
Low-voltage
power supply
Solenoid
Photointerrupter
Switch
DC controller
High-voltage
power supply
Accessory
Formatter
ENWW
Table 1-3 DC controller electrical components
Component type Symbol Description
Fan FM1 Main fan
Motor M1 Main motor
M2 Scanner motor
Solenoid SL1 Multipurpose tray pickup solenoid
SL2 Cassette pickup solenoid
SL3 Duplex reverse solenoid (duplex models only)
Engine control system
Control panel
7
Table 1-3 DC controller electrical components (continued)
Component type Symbol Description
Switch SW1001 Power switch
SW301 Door-open detection switch
Photointerrupter PS912 Top sensor
PS913 Paper width sensor
PS914 Cassette media out sensor
PS914 Left paper width sensor
PS915 Multipurpose tray media out sensor
PS915 Right paper width sensor
PS916 Fuser output sensor
PS916 Output-bin paper-full sensor
8 Chapter 1 Theory of operation ENWW
Motor control
The product has one motor for media feed and image formation.
Figure 1-6 Main motor
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Table 1-4 Motor control components
Symbol Name Driving part Failure detection
M1 Main motor Rollers in the product an
rollers in the paper feeder
Yes
Engine control system
9
Fan control
The product has one fan for preventing the product from overheating.
Figure 1-7 Fan control
Table 1-5 Fan control components
Symbol Name Cooling area Type Speed
FM1 Fan Inside the product Intake Full
10 Chapter 1 Theory of operation ENWW
High-voltage power supply
The DC controller controls the high-voltage power supply to generate high-voltage biases. The highvoltage power supply generates the high-voltage biases that are applied to the primary charging roller,
developing roller, transfer roller, and fuser film.
Figure 1-8 High-voltage power supply
Engine controller
DC controller
High-voltage power supply
Fuser
Fuser film
Pressure roller
Primary
charging
bias circuit
Developing
bias circuit
Transfer
bias circuit
FB
PR
DV
TR
Cartridge
Primary charging roller
Developing roller
Photosensitive drum
Transfer roller
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Engine control system
11
Fuser control circuit
The fuser control circuit controls the fuser temperature. The product uses an on-demand fusing method.
Figure 1-9 Fuser control circuit
H1
TP1
TH1
FUSER HEATER CONTROL signal
Fuser film
Pressure roller
FUSER TEMPERATURE signal
Fuser heater
safety circuit
DC controller
Fuser heater
control circuit
Fuser control circuit
Low-voltage power supply
Engine controller
Table 1-6 Fuser control circuit components
Symbol Name Description
H1 Fuser heater Heats the fuser film
TH1 Thermistor Detects fuser temperature (contact type)
TP1 Thermoswitch Prevents an abnormal temperature rise
of the fuser heater (contact type)
These temperature controls in the fuser are performed by the fuser heater control circuit and the fuser
heater safety. They are controlled by the DC controller.
12 Chapter 1 Theory of operation ENWW
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