HP LaserJet Pro MFP M435nw Troubleshooting Manual

LASERJET PRO MFP

Troubleshooting Manual

M435nw

Copyright and License

© 2013 Copyright Hewlett-Packard

Development Company, L.P.

Reproduction, adaptation, or translation without prior written permission is prohibited, except as allowed under the copyright laws.

The information contained herein is subject to change without notice.

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Edition 1, 5/2013

Part number: A3E42-90980

Trademark Credits

Adobe®, Acrobat®, and PostScript® are trademarks of Adobe Systems Incorporated.

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.

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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

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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

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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

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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

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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 ...........................................................................................	122
Electronic hardware recycling ........................................................................................................	122
Chemical substances .......................................................................................................................	122
Material Safety Data Sheet (MSDS) ................................................................................................	122
For more information ......................................................................................................................	122
Declaration of conformity .................................................................................................................................	123

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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

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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.

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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

Image-formation system

Engine-control system

Pickup, feed and delivery system

Accessory

2 Chapter 1 Theory of operation

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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

Engine-control system

Laser scanner system

DC controller

Image-formation system

Low-voltage power supply

Formatter

High-voltage power supply

Pickup, feed and delivery system

Fuser control

Accessory

Table 1-1 Sequence of operation

Period

Duration

Purpose

Remarks

WAIT period	From the time the power is
	turned on until the initial drive
	for the main motor is complete

Removes the charge that	Detects cartridge presence
creates a potential difference
from the drum surface, and
adjusts the drum phase

STBY (Standby period)	From end of the WAIT or LSTR	Maintains the product in
	period until either the print	readiness for a print command
	command is received from the	and maintains the heater at a
	formatter or the power is	targeted temperature
	turned off
INTR (Initial rotation)	From the time the print	Prepares the photosensitive
	command is received until the	drum for printing and cleans
	pickup solenoid is turned on	the transfer charging roller

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Table 1-1 Sequence of operation (continued)

Period	Duration	Purpose	Remarks
PRINT	From the end of INTR period	Forms the images on the
	until the fuser paper sensor	photosensitive drum and
	detects the trailing edge of	transfers the toner image to
	paper	the print media
LSTR (Last rotation)	From the end of the PRINT	Moves the last printed sheet	The product enters the INTR
	period until the fuser motor	out of the product	period as soon as the formatter
	stops rotating		sends another print command

DC controller

	Figure 1-3 DC controller
	AC
	input
		Low-voltage
		power supply
		Motor
	Fuser
		Fan
		Solenoid
		Photointerrupter
	Transfer roller	High-voltage
		power supply
		Sensor
	Cartridge	DC controller
		Switch
	LED	Duplex unit
		Static charge
		eliminator
		Input accessory
	Control panel	Formatter
		Laser scanner ass’y

Table 1-2 DC controller components

Component type	Abbreviation	Component name
Motor	M1	Drum motor
	M2	Fuser motor
	M3	Scanner motor

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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.

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Figure 1-4 Low voltage power supply

AC input

	Low-voltage power supply	High-voltage power supply	DC controller
	Fuse	High-voltage	Interlock switch
		circuit
	FU1		SW2
		Fuser circuit	+24VC
	Zerocross	/ZEROX
	circuit
	Rectifying
	circuit
	+3.3V	+3.3VA	+3.3VA
	generation		+3.3VC
	circuit
	Protection		+24VB
	circuit
	+24V
	generation		+24VB
	circuit
		+24VA	+24VA
		RMT_24V	Interlock switch
			SW1
	+3.3VA
	+24VA
	Formatter

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Table 1-3 Low-voltage power supply

Main DC voltage	Sub-	Behavior
	voltage
+24V	+24VA	●	Constantly supplied
		● Stopped during Sleep mode
	+24VB	● Interrupted when the rear door open
		● Stopped during Sleep mode
	+24VC	● Interrupted when the cartridge door open
		● Stopped during Sleep mode
+3.3V	+3.3VA	●	Constantly supplied
	+3.3VB	●	Constantly supplied
	+3.3VC	●	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.

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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.

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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

H1/H2

Fuser film

FU1

TH1

TH2

Pressure roller

TH3

FUSER TEMPERATURE signal

FUSER HEATER CONTROL signal

Fuser heater control circuit		Fuser heater safety circuit

High-voltage power supply

DC controller

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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)

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Figure 1-6 Fuser control system
		AC input
			Low-voltage power supply	DC controller
			Zerocross	ZEROX
			circuit
			High-voltage power supply
		RL101		RLD
			Relay drive circuit
		RL102
		Fuser heater		FSRD1
				FSRD2
		control circuit
	Fuser heater safety circuit		Current
			detection	FSRCUR
			circuit
			Fuser control circuit
				MFSRTH
				S1FSRTH
				S2FSRTH
				S3FSRTH
	Fuser
Fuser film ass’y
	TH2	TH1
FU1	TH3	TH4
	H1/H2

Pressure roller

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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.

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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

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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

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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.

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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.

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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	●	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?
Paper	●	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?
Input trays	●	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	●	Is the toner cartridge installed correctly?
Transfer unit and fuser	●	Are the transfer unit and fuser installed correctly?
Covers	●	Is the front cover closed?

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General topic	Questions
Condensation	●	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.
Miscellaneous	●	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.

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.

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	Is the product on and does a readable message								Follow the power-on troubleshooting checks. See Power subsystem
Power on	display?								on page 20.
	Yes			No					After the control panel display is functional, see step 2.
2	Does the message Ready display on the control								1. Follow the control panel message to resolve the problem. Touch
Control panel	panel?								the button to get more information.
				No
messages	Yes								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.
3	Open the Troubleshooting menu and print an								If the event log does not print, check for error messages.
Event log	event log to see the history of errors with this								If paper jams inside the product, see the jams section of the product
	product.
	Does the event log print?								service manual.
									If error messages display on the control panel when you try to print an
				No
	Yes								event log, see the control panel message section of the service
									manual.
									After successfully printing and evaluating the event log, see step 4.

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Table 2-1 Troubleshooting flowchart (continued)

4

Open the Reports menu and print the

If accessories that are installed are not listed on the configuration

Information pages

configuration pages to verify that all the

page, remove the accessory and reinstall it.

accessories are installed.

After evaluating the configuration pages, see step 5.

Are all the accessories installed?

Yes

No

5

Does the print quality meet the customer's

Compare the images with the sample defects in the image defect

Image quality

requirements?

tables. See the images defects table in the product service manual.

Yes

No

After the print quality is acceptable, see step 6.

6

Can the customer print successfully from the

Verify that all I/O cables are connected correctly and that a valid

Interface

host computer?

IP address is listed on the Jetdirect configuration page.

Yes. This is the end of

No

If error messages display on the control panel when you try to print an

the troubleshooting

event log, see the control panel message section of the service

process.

manual.

When the customer can print from the host computer, this is the end of

the troubleshooting process.

Power subsystem

Power-on checks

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.

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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 Troubleshooting process for product not turning on 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 button and the left arrow button to access the control panel tests.

Figure 2-1 Control panel 2ndary Service test access buttons

1

2

Table 2-2 Control panel 2ndary Service test access buttons

Item	Description
1	Left arrow button
2	Cancel button

1.From the Home screen on the product control panel, touch the Setup button.

2.Touch the left arrow button, and then quickly touch the Cancel button. The display should return to Ready status.

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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 button to remove the 2ndary Service menu from the menu list.

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