HP LaserJet Pro MFP M435nw Troubleshooting Manual
LASERJET PRO MFP
Troubleshooting Manual
M435nw
Copyright and License
© 2013 Copyright Hewlett-Packard
Development Company, L.P.
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as constituting an additional warranty. HP shall
not be liable for technical or editorial errors or
omissions contained herein.
Edition 1, 5/2013
Part number: A3E42-90980
Microsoft®, Windows®, Windows® XP, and
Windows Vista® are U.S. registered trademarks
of Microsoft Corporation.
ENERGY STAR and the ENERGY STAR mark are
registered U.S. marks.
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
Table of contents
1 Theory of operation ....................................................................................................................................... 1
Basic operation ...................................................................................................................................................... 2
Major systems ..................................................................................................................................... 2
Product block diagram ........................................................................................................................ 2
Engine control system ........................................................................................................................................... 3
DC controller ........................................................................................................................................ 4
Low-voltage power supply (LVPS) ...................................................................................................... 5
Overcurrent/overvoltage protection ................................................................................ 7
Fuser control ....................................................................................................................................... 9
Fuser-heater protective function ................................................................................... 12
Fuser control functions ................................................................................................... 13
2 Solve problems ........................................................................................................................................... 15
Solve problems checklist ..................................................................................................................................... 16
Menu map ............................................................................................................................................................ 17
Troubleshooting process .................................................................................................................................... 18
Pre-troubleshooting checklist .......................................................................................................... 18
Determine the problem source ......................................................................................................... 19
Troubleshooting flowchart ............................................................................................. 19
Power subsystem .............................................................................................................................. 20
Power-on checks ............................................................................................................ 20
Power-on troubleshooting overview ........................................................... 20
Control panel checks ......................................................................................................................... 21
Tools for troubleshooting ................................................................................................................................... 23
Engine self-test ................................................................................................................................. 23
Troubleshooting process for product not turning on ...................................................................... 23
Diagrams ........................................................................................................................................... 24
Block diagrams ............................................................................................................... 24
Location of connectors ................................................................................................... 25
DC controller connections ............................................................................ 25
Paper feed driver PCA connections .............................................................. 26
Duplex driver PCA connections ....................................................................................... 27
ENWW v
Plug and port locations ................................................................................................... 28
Locations of major assemblies ....................................................................................... 29
Switch locations .............................................................................................................. 32
Sensor locations ............................................................................................................. 33
500-sheet paper feeder accessory ................................................................................ 34
Duplex unit ...................................................................................................................... 35
General timing chart ....................................................................................................... 37
Circuit diagrams .............................................................................................................. 38
Use HP Device Toolbox (Windows) ................................................................................................... 40
Internal print-quality test pages ...................................................................................................... 41
Clean the paper path ....................................................................................................... 41
Print the configuration page .......................................................................................... 41
Print quality troubleshooting tools .................................................................................................. 42
Repetitive defects ruler .................................................................................................. 42
Control panel menus ......................................................................................................................... 43
Setup Menu ..................................................................................................................... 43
HP Web Services ........................................................................................... 43
Reports menu ............................................................................................... 44
Self Diagnostics menu .................................................................................. 45
System Setup menu ..................................................................................... 46
Service menu ................................................................................................ 49
Network Setup menu .................................................................................... 51
Quick Forms menu ........................................................................................ 52
Function specific menus ................................................................................................. 53
USB Flash Drive ............................................................................................. 53
Copy Menu .................................................................................................... 54
Scan Menu ..................................................................................................... 55
Apps .............................................................................................................. 55
Interpret control panel messages .................................................................................................... 56
Control panel message types ......................................................................................... 56
Control panel messages ................................................................................................. 56
Rear door open ............................................................................................. 56
49 Error, Turn off then on ............................................................................ 56
50.x Fuser Error ............................................................................................ 56
51.XX Error ................................................................................................... 57
54.XX Error ................................................................................................... 57
55.X Error ...................................................................................................... 57
57 Fan Error, Turn off then on ..................................................................... 57
59.X Error ...................................................................................................... 58
79 Error Turn off then on ............................................................................. 58
Black Cartridge Low ...................................................................................... 58
vi ENWW
Black Very Low ............................................................................................. 58
Cleaning ........................................................................................................ 59
Device error, press OK .................................................................................. 59
Front door open ............................................................................................ 59
Genuine HP supply installed ........................................................................ 59
Invalid driver Press OK ................................................................................. 59
Jam in Tray 1, Clear jam and then press OK ................................................. 59
Load Tray 1 Press OK for available media ................................................... 60
Load Tray 1 <TYPE> <SIZE>, Press OK to use available media ................... 60
Load Tray 1, <PLAIN> <SIZE> / Cleaning mode, OK to start ........................ 60
Manual Duplex Load Tray 1, Press OK ......................................................... 60
Manual feed <SIZE> <TYPE>, Press OK to use available media .................. 60
Memory is low. Press OK. ............................................................................. 61
Misprint, Press OK ........................................................................................ 61
Print failure, press OK. If error repeats, turn off then on. ........................... 61
Tray 1 <size> To change the tray paper size, press [Modify] To accept
the current value,press [OK] ........................................................................ 61
Unexpected size in Tray 1 Load <size> Press OK ......................................... 61
Event-log messages .......................................................................................................................... 62
Print the event log .......................................................................................................... 62
Show an event log ........................................................................................................... 62
Event log messages ........................................................................................................ 62
Clear jams ............................................................................................................................................................ 64
Solve paper feed or jam problems .................................................................................................... 64
The product does not pick up paper ............................................................................... 64
The product picks up multiple sheets of paper .............................................................. 64
Frequent or recurring paper jams .................................................................................. 65
Prevent paper jams ......................................................................................................... 65
Clear jams in Tray 1 ........................................................................................................................... 66
Clear jams in Tray 2 ........................................................................................................................... 68
Clear jams in Tray 3 (accessory) ....................................................................................................... 72
Clear jams in the toner-cartridge area ............................................................................................. 75
Clear jams in the rear door and fuser area ....................................................................................... 77
Clear jams in the output bin .............................................................................................................. 78
Clear jams in the optional duplexer .................................................................................................. 80
Paper feeds incorrectly or becomes jammed ..................................................................................................... 81
The product does not pick up paper ................................................................................................. 81
The product picks up multiple sheets of paper ................................................................................ 81
Prevent paper jams from the paper trays ........................................................................................ 81
Solve image-quality problems ............................................................................................................................ 83
Image defect examples ..................................................................................................................... 83
ENWW vii
Clean the product ................................................................................................................................................ 90
Clean the pickup and separation rollers ........................................................................................... 90
Clean the paper path ......................................................................................................................... 90
Clean the scanner glass strip and platen .......................................................................................... 90
Clean the touchscreen ....................................................................................................................... 91
Solve performance problems .............................................................................................................................. 92
Solve connectivity problems ............................................................................................................................... 93
Solve USB connection problems ....................................................................................................... 93
Solve wired network problems ......................................................................................................... 93
Poor physical connection ................................................................................................ 93
The computer is using the incorrect IP address for the product ................................... 93
The computer is unable to communicate with the product ........................................... 94
The product is using incorrect link and duplex settings for the network ...................... 94
New software programs might be causing compatibility problems ............................. 94
The computer or workstation might be set up incorrectly ............................................ 94
The product is disabled, or other network settings are incorrect ................................. 94
Solve wireless network problems .................................................................................................... 94
Wireless connectivity checklist ...................................................................................... 95
The product does not print after the wireless configuration completes ...................... 95
The product does not print, and the computer has a third-party firewall installed ..... 96
The wireless connection does not work after moving the wireless router or
product ............................................................................................................................ 96
Cannot connect more computers to the wireless product ............................................ 96
The wireless product loses communication when connected to a VPN ........................ 96
The network does not appear in the wireless networks list .......................................... 96
The wireless network is not functioning ........................................................................ 96
Perform a wireless network diagnostic test .................................................................. 97
Reduce interference on a wireless network ................................................................... 97
Service mode functions ....................................................................................................................................... 98
Service menu ..................................................................................................................................... 98
Service menu settings .................................................................................................... 98
Restore the factory-set defaults .................................................................................... 98
Secondary service menu ................................................................................................................... 98
Open the secondary service menu ................................................................................. 99
Secondary service menu structure ................................................................................. 99
Product resets ................................................................................................................................. 100
NVRAM initialization ..................................................................................................... 100
Super NVRAM initialization ........................................................................................... 101
Product updates ................................................................................................................................................ 102
Manually update the firmware ....................................................................................................... 102
Set the product to automatically update the firmware ................................................................. 102
viii ENWW
Appendix A Service and support .................................................................................................................... 103
Hewlett-Packard limited warranty statement ................................................................................................. 104
HP's Premium Protection Warranty: LaserJet toner cartridge limited warranty statement ........................... 105
HP policy on non-HP supplies ........................................................................................................................... 106
HP anticounterfeit Web site .............................................................................................................................. 107
Data stored on the toner cartridge ................................................................................................................... 108
End User License Agreement ............................................................................................................................ 109
OpenSSL ............................................................................................................................................................. 111
Customer self-repair warranty service ............................................................................................................. 112
Customer support .............................................................................................................................................. 113
Appendix B Product specifications ................................................................................................................. 115
Physical specifications ...................................................................................................................................... 116
Power consumption, electrical specifications, and acoustic emissions .......................................................... 116
Environmental specifications ............................................................................................................................ 116
Appendix C Regulatory information ............................................................................................................... 117
FCC regulations .................................................................................................................................................. 118
Environmental product stewardship program ................................................................................................. 119
Protecting the environment ........................................................................................................... 119
Ozone production ............................................................................................................................ 119
Power consumption ........................................................................................................................ 119
Toner consumption ......................................................................................................................... 119
Paper use ......................................................................................................................................... 119
Plastics ............................................................................................................................................ 119
HP LaserJet print supplies .............................................................................................................. 119
Return and recycling instructions ................................................................................................... 120
United States and Puerto Rico ...................................................................................... 120
Multiple returns (more than one cartridge) ............................................... 120
Single returns ............................................................................................. 120
Shipping ...................................................................................................... 120
Non-U.S. returns ........................................................................................................... 121
Paper ............................................................................................................................................... 121
Material restrictions ........................................................................................................................ 121
Disposal of waste equipment by users ........................................................................................... 1 22
Electronic hardware recycling ........................................................................................................ 122
Chemical substances ....................................................................................................................... 122
Material Safety Data Sheet (MSDS) ................................................................................................ 122
For more information ...................................................................................................................... 122
Declaration of conformity ................................................................................................................................. 123
ENWW ix
Certificate of Volatility ...................................................................................................................................... 125
Safety statements ............................................................................................................................................. 127
Laser safety ..................................................................................................................................... 127
Canadian DOC regulations .............................................................................................................. 127
VCCI statement (Japan) ................................................................................................................... 127
Power cord instructions .................................................................................................................. 127
EMC statement (China) .................................................................................................................... 127
Power cord statement (Japan) ....................................................................................................... 128
EMC statement (Korea) ................................................................................................................... 128
EMI statement (Taiwan) .................................................................................................................. 128
Laser statement for Finland ........................................................................................................... 128
GS statement (Germany) ................................................................................................................ 130
Substances Table (China) ................................................................................................................ 130
Restriction on Hazardous Substances statement (Turkey) ........................................................... 130
Restriction on Hazardous Substances statement (Ukraine) .......................................................... 130
Eurasian Conformity (Belarus, Kazakhstan, Russia) ...................................................................... 131
Additional statements for wireless products ................................................................................................... 132
FCC compliance statement—United States ................................................................................... 132
Australia statement ........................................................................................................................ 132
Brazil ANATEL statement ................................................................................................................ 132
Canadian statements ...................................................................................................................... 132
Products with 5 GHz Operation Industry of Canada ....................................................................... 132
Exposure to Radio Frequency Radiation (Canada) ......................................................................... 132
European Union regulatory notice .................................................................................................. 133
Notice for use in France .................................................................................................................. 133
Notice for use in Russia ................................................................................................................... 133
Mexico statement ........................................................................................................................... 133
Taiwan statement ........................................................................................................................... 134
Korean statement ........................................................................................................................... 134
Vietnam Telecom wired/wireless marking for ICTQC Type approved products ............................ 134
Index ........................................................................................................................................................... 135
x ENWW
1 Theory of operation
This chapter presents an overview of the major components of the HP LaserJet Pro M435 Series, and includes
a detailed discussion of the image-formation system.
ENWW 1
Basic operation
Major systems
The product contains the following systems:
●
Engine-control system
●
Laser/scanner system
●
Image-formation system
●
Paper feed system
●
Accessories
Product block diagram
Figure 1-1 Product block diagram
Laser scanner system
Engine-control system
Image-formation system
Pickup, feed and delivery system
Accessory
2 Chapter 1 Theory of operation ENWW
Engine control system
The engine control system coordinates all product functions and drives the other four systems.
The engine control system contains these components:
●
DC controller PCA
●
High-voltage power supply PCA
●
Low-voltage power supply unit
●
Fuser control
Figure 1-2 Engine control system
Formatter
Table 1-1 Sequence of operation
Engine-control system
DC controller
Low-voltage power supply
High-voltage power supply
Fuser control
Laser scanner system
Image-formation system
Pickup, feed and delivery
system
Accessory
Period Duration Purpose Remarks
WAIT period From the time the power is
turned on until the initial drive
for the main motor is complete
STBY (Standby period) From end of the WAIT or LSTR
period until either the print
command is received from the
formatter or the power is
turned off
INTR (Initial rotation) From the time the print
command is received until the
pickup solenoid is turned on
Removes the charge that
creates a potential difference
from the drum surface, and
adjusts the drum phase
Maintains the product in
readiness for a print command
and maintains the heater at a
targeted temperature
Prepares the photosensitive
drum for printing and cleans
the transfer charging roller
Detects cartridge presence
ENWW Engine control system 3
Table 1-1 Sequence of operation (continued)
Period Duration Purpose Remarks
PRINT From the end of INTR period
LSTR (Last rotation) From the end of the PRINT
DC controller
Figure 1-3 DC controller
Fuser
until the fuser paper sensor
detects the trailing edge of
paper
period until the fuser motor
stops rotating
AC
input
Low-voltage
power supply
Forms the images on the
photosensitive drum and
transfers the toner image to
the print media
Moves the last printed sheet
out of the product
The product enters the INTR
period as soon as the formatter
sends another print command
Motor
Fan
Solenoid
Transfer roller
High-voltage
power supply
Cartridge
LED
Static charge
eliminator
Control panel
Formatter
Table 1-2 DC controller components
Component type Abbreviation Component name
Motor M1 Drum motor
M2 Fuser motor
Photointerrupter
Sensor
DC controller
Switch
Duplex unit
Input accessory
Laser scanner ass’y
M3 Scanner motor
4 Chapter 1 Theory of operation ENWW
Table 1-2 DC controller components (continued)
Component type Abbreviation Component name
Fan FM1 Main fan
FM2 Sub fan
Solenoid SL1 Cassette pickup solenoid
SL2 MP tray pickup solenoid
Switch SW1 Front interlock switch
SW2 Rear interlock switch
SW3 Cassette-presence switch
SW4 Cartridge door open detection switch
Photointerruptor PS1 TOP sensor
PS2 Loop sensor
PS3 Fuser delivery sensor
PS4 Delivery tray paper-full sensor
PS5 Cassette paper-presence sensor
PS6 MP tray paper-presence sensor
Sensor Environment sensor
Low-voltage power supply (LVPS)
The low-voltage power supply (LVPS) converts AC input voltage to DCvoltage. The LVPS has two fuses on the
PCA. The LVPS 24 V output is interrupted to the fuser and the high-voltage power supply if the cartridge-door
interlock switch (SW501) is in the off position (cover open).
WARNING! The product power switch only interrupts DC voltage from the LVPS. The AC voltage is present in
the product when the power cable is plugged into a power receptacle and the power switch is in the off
position. You must disconnect the product power cable before servicing the product.
ENWW Engine control system 5
Figure 1-4 Low voltage power supply
AC input
Rectifying
circuit
Low-voltage power supply DC controller
Fuse
FU1
Zerocross
circuit
+3.3V
generation
circuit
High-voltage power supply
High-voltage
circuit
Fuser circuit
/ZEROX
+3.3VA
+3.3VA
+3.3VC
Interlock switch
SW2
+24VC
Formatter
Protection
circuit
+24V
generation
circuit
+3.3VA
+24VA
+24VA
RMT_24V
+24VB
+24VB
+24VA
Interlock switch
SW1
6 Chapter 1 Theory of operation ENWW
Table 1-3 Low-voltage power supply
Main DC voltage Sub-
voltage
+24V +24VA
+24VB
+24VC
+3.3V +3.3VA
+3.3VB
+3.3VC
Behavior
●
Constantly supplied
●
Stopped during Sleep mode
●
Interrupted when the rear door open
●
Stopped during Sleep mode
●
Interrupted when the cartridge door open
●
Stopped during Sleep mode
●
Constantly supplied
●
Constantly supplied
●
Constantly supplied
●
Stopped during Sleep mode
Table 1-4 Low-voltage power supply functions.
Function Applied
Sleep mode V
Power supply voltage detection N/A
Automatic power OFF V
Automatic power ON/OFF N/A
Active OFF V
Inactive OFF V
Network mode N/A
Power switch illumination V
Low-voltage power supply failure detection V
Power save mode N/A
Overcurrent/overvoltage protection
The low-voltage power supply has a protective function against overcurrent and overvoltage to prevent
failures in the power supply circuit. If the DC power is not being supplied from the low-voltage power supply,
the protective function might be running. In such case, turn off the power switch and disconnect the power
cable. Do not connect the power cable or turn on the power switch again until the cause is found.
If the DC power is not being supplied from the low-voltage power supply, the protective function might be
running. In such case, turn off the power switch and disconnect the power cable. Do not connect the power
cable or turn on the power switch again until the cause is found.
ENWW Engine control system 7
WARNING! If you believe the overcurrent or overvoltage protection circuits have been activated, do not
connect the product power cable or turn on the product power until the cause of the failure is found and
corrected.
In addition, two fuses in the low-voltage power supply protect against overcurrent. If overcurrent flows into
the AC line, the fuses melt and cut off the power distribution.
For safety reasons, the product interrupts power (24 V) to the main motor and high-voltage power supply.
The interloct switch is turned off to interrupt power when the cartidge door opens (SW260 is turned off). The
AC voltage remains present in the product when the power switch is in the off position. Disconnect the power
cable when disassembling the product.
NOTE: An accidental electrical short while servicing the product can result in a loss of power to the product
causing the control panel to shut down (blank out). Turn the product power off, and then unplug the power
cable. Wait at least 15 minutes before plugging the power cable in and turning the product power on.
8 Chapter 1 Theory of operation ENWW
Fuser control
The fuser-heater control circuit and the fuser-heater safety circuit control the fuser temperature according
to commands from the DC controller. The product uses an on-demand fusing method.
Figure 1-5 Fuser components
TH4
TH3
TH2
H1/H2
FU1
TH1
FUSER TEMPERATURE signal
FUSER HEATER CONTROL signal
Fuser film
Pressure roller
Fuser heater control circuit
Fuser heater safety circuit
High-voltage power supply
DC controller
ENWW Engine control system 9
Table 1-5 Fuser control components
Component name Function
H1 Fuser main heater Heats the center area of the fuser film
H2 Fuser sub heater Heats the edge of the fuser film
TH1 Main thermistor Detects the center temperature of the fuser heater (contact type)
TH2 Sub thermistor 1 Detects the temperature at one end of the fuser heater (contact type)
TH3 Sub thermistor 2
TH4 Sub thermistor 3
FU1 Thermal fuse Prevents an abnormal temperature rise of the fuser heater (non-contact
type)
10 Chapter 1 Theory of operation ENWW
Figure 1-6 Fuser control system
AC input
RL101
RL102
Fuser heater
control circuit
Fuser heater safety circuit
Low-voltage power supply
Zerocross
circuit
High-voltage power supply
Relay drive circuit
Current
detection
circuit
Fuser control circuit
DC controller
ZEROX
RLD
FSRD1
FSRD2
FSRCUR
MFSRTH
S1FSRTH
S2FSRTH
S3FSRTH
Fuse r
Fuser film ass’y
TH2
FU1
TH3
H1/H2
Pressure roller
TH1
TH4
ENWW Engine control system 11
Fuser-heater protective function
The fuser-heater protective function detects an abnormal temperature rise of the fuser and interrupts the
power supply to the fuser heater. The following protective components prevent an abnormal temperature
rise of the fuser-heater:
●
DC controller
The DC controller monitors the detected temperature of the thermistor. The DC controller deactivates
the FUSER HEATER CONTROL signal and releases the relay (RL1001) to interrupt the power supply to the
fuser heater when it detects an abnormal temperature.
●
Fuser-heater safety circuit
The fuser-heater safety circuit monitors the detected temperature of the thermistor. The fuser-heater
safety circuit releases the relays (RL1001 and RL1002) or deactivates the fuser-heater control circuit to
interrupt the power supply to the fuser-heater, when it detects an abnormal temperature.
●
Thermoswitch
The contact of the thermoswitch is broken to interrupt the power supply to the fuser heater when the
temperature of the fuser heater is abnormally high.
●
Current detection circuit
The current detection circuit monitors the current flowing through the fuser heater control circuit. The
current detection circuit releases the relays (RL101, RL102) to interrupt power supply to the fuser
heater when it detects an abnormal current value.
The DC controller deactivates the FUSER HEATER CONTROL signal to interrupt power supply to the fuser
heater when the current of the CURRENT DETECTION signal is higher than a specified value.
12 Chapter 1 Theory of operation ENWW
Fuser control functions
The product has the following fuser control functions.
Table 1-6 Fuser control functions
Function Applied
Fuser temperature control V
Fuser failure detection V
Frequency detection circuit failure detection V
Fuser depressurization mechanism failure detection N/A
Fuser type discrepancy detection N/A
Fuser type identification detection N/A
Fuser presence detection V
Fuser life detection N/A
Relay failure detection N/A
Pressure roller cleaning V
ENWW Engine control system 13
2 Solve problems
NOTE: To perform diagnostic and configuration procedures (for example, resetting page counts) for the
product, you must install the CP1210 Service Config Tool (available at your HP authorized repair center).
●
Solve problems checklist
●
Menu map
●
Troubleshooting process
●
Tools for troubleshooting
●
Clear jams
●
Paper feeds incorrectly or becomes jammed
●
Solve image-quality problems
●
Clean the product
●
Solve performance problems
●
Solve connectivity problems
●
Service mode functions
●
Product updates
ENWW 15
Solve problems checklist
1. Ensure that the product is set up correctly.
a. Press the power button to turn on the product or to deactivate the Auto-Off mode.
b. Check the power-cable connections.
c. Ensure that the line voltage is correct for the product power configuration. (See the label in the
cartridge door for voltage requirements.) If you are using a power strip and its voltage is not within
specifications, plug the product directly into the wall. If it is already plugged into the wall, try a
different outlet.
2. Check the cable connections.
a. Check the cable connection between the product and the computer. Ensure that the connection is
secure.
b. Ensure that the cable itself is not faulty by using a different cable, if possible.
c. Check the network connection. Ensure the network light is lit. The network light is next to the
network port on the back of the product.
If the product remains unable to connect to the network, uninstall and then reinstall the product. If
the error persists, contact a network administrator.
3. Check to see if any messages appear on the control panel.
4. Ensure that the paper you are using meets specifications.
5. Ensure that the paper is loaded correctly in the input tray.
6. Ensure that the product software is installed correctly.
7. Verify that you have installed the printer driver for this product, and that you are selecting this product
from the list of available printers.
8. Print a configuration page.
a. If the page does not print, verify that the input tray contains paper and that the paper is properly
loaded.
b. Ensure that the toner cartridge is installed correctly.
c. If the paper jams in the product, clear the jam.
d. If the print quality is unacceptable, complete the following steps:
●
Verify that the print settings are correct for the paper you are using.
●
Solve the print-quality problems.
9. Print a small document from a different program that has printed in the past. If this solution works,
then the problem is with the program you are using. If this solution does not work (the document does
not print), complete these steps:
a. Try printing the job from another computer that has the product software installed.
b. Check the cable connection. Direct the product to the correct port, or reinstall the software,
selecting the connection type you are using.
16 Chapter 2 Solve problems ENWW
Menu map
Use the following procedure to print a control panel menu layout map.
1. From the Home screen, touch the Setup button.
2. Touch the Reports button.
3. Touch the Menu Structure button.
ENWW Menu map 17
Troubleshooting process
When the product malfunctions or encounters an unexpected situation, the product control panel alerts you
to the situation. This chapter contains information to help diagnose and solve problems.
●
Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the number
of steps that are required to fix the problem.
●
Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart
guides you to the section of this chapter that contains steps for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following issues:
●
Are supply items within their rated life?
●
Does the configuration page reveal any configuration errors?
NOTE: The customer is responsible for checking supplies and for using supplies that are in good condition.
Pre-troubleshooting checklist
The following table includes basic questions to ask the customer to quickly help define the problem(s).
General topic Questions
Environment
Paper
Input trays
●
Is the product installed on a solid, level surface (± 1°)?
●
Is the power-supply voltage within ± 10 volts of the specified power source?
●
Is the power-supply plug inserted in the product and the outlet?
●
Is the operating environment within the specified parameters?
●
Is the product exposed to ammonia gas, such as that produced by diazo copiers or
office cleaning materials?
NOTE: Diazo copiers produce ammonia gas as part of the copying processes.
Ammonia gas (from cleaning supplies or a diazo copier) can have an adverse effect
on some product components (for example, the toner cartridge OPC).
●
Is the product exposed to direct sunlight?
●
Does the customer use only supported paper?
●
Is the paper in good condition (no curls, folds, or distortion)?
●
Is the paper stored correctly and within environmental limits?
●
Is the amount of paper in the tray within specifications?
●
Is the paper correctly placed in the tray?
●
Are the paper guides aligned with the stack?
●
Is the tray correctly installed in the product?
Toner cartridge
Transfer unit and fuser
Covers
●
Is the toner cartridge installed correctly?
●
Are the transfer unit and fuser installed correctly?
●
Is the front cover closed?
18 Chapter 2 Solve problems ENWW
General topic Questions
Condensation
Miscellaneous
Determine the problem source
When the product malfunctions or encounters an unexpected situation, the product control panel alerts you
to the situation. The troubleshooting flowchart helps you diagnose the root cause of the problem. The
remainder of this chapter provides steps for correcting problems.
Troubleshooting flowchart
This flowchart highlights the general processes that you can follow to quickly isolate and solve product
hardware problems.
●
Does condensation occur following a temperature change (particularly in winter
following cold storage)? If so, wipe affected parts dry or leave the product on for
10 to 20 minutes.
●
Was a toner cartridge opened soon after being moved from a cold to a warm room?
If so, allow the toner cartridge to sit at room temperature for 1 to 2 hours.
●
Check for and remove any non-HP components (toner cartridges, for example)
from the product.
●
Remove the product from the network to ensure that the failure is associated with
the product before beginning troubleshooting.
●
For any print-quality issues, calibrate the product.
Each row depicts a major troubleshooting step. A “yes” answer to a question allows you to proceed to the
next major step. A “no” answer indicates that more testing is needed. Go to the appropriate section in this
chapter, and follow the instructions there. After completing the instructions, go to the next major step in this
troubleshooting flowchart.
Table 2-1 Troubleshooting flowchart
1
Power on
2
Control panel
messages
3
Event log
Is the product on and does a readable message
display?
Yes
Does the message Ready display on the control
panel?
Yes
Open the Troubleshooting menu and print an
event log to see the history of errors with this
product.
Does the event log print?
Yes
No
No
No
Follow the power-on troubleshooting checks. See Power subsystem
on page 20.
After the control panel display is functional, see step 2.
1. Follow the control panel message to resolve the problem. Touch
button to get more information.
the
2. If more information is required to troubleshoot the problem,
refer to the troubleshooting section of the product user guide.
After the errors have been corrected, go to step 3.
If the event log does not print, check for error messages.
If paper jams inside the product, see the jams section of the product
service manual.
If error messages display on the control panel when you try to print an
event log, see the control panel message section of the service
manual.
After successfully printing and evaluating the event log, see step 4.
ENWW Troubleshooting process 19
Table 2-1 Troubleshooting flowchart (continued)
4
Information pages
5
Image quality
6
Interface
Open the Reports menu and print the
configuration pages to verify that all the
accessories are installed.
Are all the accessories installed?
Yes
Does the print quality meet the customer's
requirements?
Yes
Can the customer print successfully from the
host computer?
Yes. This is the end of
the troubleshooting
process.
Power subsystem
Power-on checks
No
No
No
If accessories that are installed are not listed on the configuration
page, remove the accessory and reinstall it.
After evaluating the configuration pages, see step 5.
Compare the images with the sample defects in the image defect
tables. See the images defects table in the product service manual.
After the print quality is acceptable, see step 6.
Verify that all I/O cables are connected correctly and that a valid
IP address is listed on the Jetdirect configuration page.
If error messages display on the control panel when you try to print an
event log, see the control panel message section of the service
manual.
When the customer can print from the host computer, this is the end of
the troubleshooting process.
The basic product functions should start up when the product is connected into an electrical outlet and the
power switch is pushed to the on position. If the product does not start, use the information in this section to
isolate and solve the problem.
Power-on troubleshooting overview
Turn on the product power. If the control panel display remains blank, random patterns display, or asterisks
remain on the control panel display, perform power-on checks to find the cause of the problem.
During normal operation, the main cooling fan begins to spin briefly after the product power is turned on.
Place your hand over the holes in the right-side cover, near the formatter. If the fan is operating, you will feel
air passing out of the product. You can also lean close to the product and hear the fan operating. Place your
hand over the hole in the right-rear upper corner. When this fan is operational, the DC side of the power
supply is functioning correctly.
After the fan is operating, the main motor turns on (unless the rear or front cover is open, a jam condition is
sensed, or the paper-path sensors are damaged). You might be able to visually and audibly determine if the
main motor is turned on.
If the fan and main motor are operating correctly, the next troubleshooting step is to isolate print engine,
formatter, and control panel problems. Perform an engine test and if the formatter is damaged, it might
interfere with the engine test. If the engine test is then successful, the problem is almost certainly with the
formatter, the control panel, or the cable that connects them.
See
Engine self-test on page 23 for instructions on performing an engine self test.
If the control panel is blank when you turn on the product, check the following items.
20 Chapter 2 Solve problems ENWW
1. Make sure that the product is connected directly into an active electrical outlet (not a power strip) that
delivers the correct voltage.
2. Make sure that the power switch is in the on position.
3. Make sure that the fan runs briefly, which indicates that the power supply is operational.
4. Make sure that the control panel display wire harness is connected.
5. Make sure that the formatter is seated and operating correctly. Turn off the product and remove the
formatter. Reinstall the formatter, and then verify that the formatter LED is blinking.
6. Remove any external solutions, and then try to turn the product on again.
NOTE: If the control panel display is blank, but the main cooling fan runs briefly after the product power is
turned on, try printing an engine-test page to determine whether the problem is with the control panel
display, formatter, or other product assemblies. See
on page 23.
Control panel checks
Use the product control panel to conduct tests on the control panel LEDs, display, or buttons.
NOTE: When the menus are accessed, some of the touchscreen buttons located along the sides of the
control panel display are not illuminated. Use the figure below to locate the Cancel
arrow button to access the control panel tests.
Troubleshooting process for product not turning on
button and the left
Figure 2-1 Control panel 2ndary Service test access buttons
1
Table 2-2 Control panel 2ndary Service test access buttons
Item Description
1 Left arrow button
2 Cancel button
2
1.
From the Home screen on the product control panel, touch the Setup
2. Touch the left arrow button, and then quickly touch the Cancel button. The display should return to
Ready status.
ENWW Troubleshooting process 21
button.
3. Touch the Setup button again to open the menus. The first menu should be the 2ndary Service menu.
4. Touch the 2ndary Service menu, and then scroll to one of the following menu items.
●
LED Test
●
Display Test
●
Button Test
5. Touch the menu item to begin the test.
6. After completing the test, return the product to the Ready state, and then touch the Cancel
remove the 2ndary Service menu from the menu list.
button to
22 Chapter 2 Solve problems ENWW
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