HP LaserJet Pro 400, LaserJet Pro M401 Troubleshooting Manual

5 (2)

LASERJET PRO 400

Troubleshooting Manual

M401

HP LaserJet Pro 400 M401 Printer Series

Troubleshooting Manual

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

Trademark Credits

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.

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Conventions used in this guide

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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

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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

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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

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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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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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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 Jam detection sensors ........................................................................................................	34
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

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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

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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

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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

IMAGE-FORMATION SYSTEM

ENGINE CONTROL

SYSTEM

PICKUP, FEED AND DELIVERY SYSTEM

ACCESSORY

Chapter 1 Theory of operation

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HP LaserJet Pro 400, LaserJet Pro M401 Troubleshooting Manual

Product components

Figure 1-2 Product components

	20		19		18
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)

10		Registration shutter		20	Duplex feed roller (duplex models only)

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Basic operation

Figure 1-3 Optional Tray 3 components

Item	Description	Item	Description

1	Tray 3 cassette	3	Tray 3 feed roller

2	Tray 3 pickup roller	4	Tray 3 separation pad

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	Brings the product to the	The product detects the toner
	turned on or the door is	ready state	level, cartridge presence, and
	closed until the drum-phase		environment.
	adjustment is complete

STBY (Standby period)	From end of the WAIT or	Maintains the product in	The product enters sleep
	LSTR period until either the	readiness for a print	mode when the formatter
	print command is received	command	sends a sleep command.
	from the formatter or the
	power is turned off

INTR (Initial rotation)	From the time the print
	command is received until the
	fuser temperature reaches its
	target temperature

Prepares the high-voltage biases, laser scanner, and fuser for printing

Chapter 1 Theory of operation

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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

Forms the images on the photosensitive drum and transfers the toner image to the print media

LSTR (Last rotation)	From the end of the PRINT
	period until the delivery motor
	stops rotating

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.

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Basic operation

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

ENGINE CONTROL SYSTEM

LASER SCANNER SYSTEM

Engine controller

DC controller

IMAGE-FORMATION SYSTEM

Formatter	Low-voltage
	Low-voltage
	power supply

PICKUP, FEED AND

DELIVERY SYSTEM

High-voltage power supply

ACCESSORY

Chapter 1 Theory of operation

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DC controller

The DC controller controls the product operational sequence.

Figure 1-5 DC controller

Engine controller

Motor

AC input

Fan

Low-voltage power supply

Solenoid

Fuser

Photointerrupter

Switch

DC controller

Transfer roller

High-voltage power supply

Cartridge

Accessory

Laser scanner assembly

Formatter

Control panel

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)

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Engine control system

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

Chapter 1 Theory of operation

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Motor control

The product has one motor for media feed and image formation.

Figure 1-6 Main motor

Table 1-4	Motor control components

Symbol	Name	Driving part	Failure detection

M1	Main motor	Rollers in the product an	Yes
		rollers in the paper feeder

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Engine control system

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

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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	FB	Cartridge
	FB

charging	PR
bias circuit	PR	Primary charging roller
bias circuit		Primary charging roller
		Developing roller
Developing	DV
bias circuit		Photosensitive drum
		Photosensitive drum
		Transfer roller
Transfer	TR
bias circuit

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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

Fuser film

TP1

TH1

Pressure roller

FUSER TEMPERATURE signal

FUSER HEATER CONTROL signal

	Fuser heater	Fuser heater
DC controller	control circuit	safety circuit
DC controller
	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

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