TROY 3015 Printers

Printer Technician Support Guide

Revision 1.0

This guide has been written to assist Printer Technicians with the repair of TROY 3015 Printers. For further
assistance, contact TROY Technical Support at (855) 889-1109.
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FAQ

Q. What steps should be taken when installing a new HP Formatter Board into a TROY printer?

A. When installing the new HP Formatter Board into the printer, connect the power to the printer, but do not power
the printer on. If the printer is not powered on, but the power cord is connected, and is left to sit for 15-30
minutes without being powered on, the printer will pull in the Serial Number, Page Count and other settings of
the printer from the NVRAM. This will ensure that the proper information remains intact in regards to the Page
Count and Serial Number. It will also prevent the technician from having to key in all of the information manually
upon formatter board replacement.

Q. What troubleshooting steps should not be performed on an TROY 3015 Printer?

A. The technician should NOT, under any circumstances, perform a DISK INITIALIZATION. The technician should also
avoid performing a COLD RESET on any of the TROY printer models. In regards to HP printer firmware, the
technician should NOT upgrade the HP Firmware until TROY Technical Support has been contacted. Only the HP
firmware revisions that have been approved by TROY should be used for TROY printers.

Q. What steps should be taken when a 3015 Printer displays error – NO USB HID FOUND?

A. The HP base printer firmware and the TROY firmware go through a handshaking process at boot time. If the
handshaking process of the firmware is interrupted, this error will display. Also, if a print job is sent before the
handshaking is complete the printer will give this error. Giving the printer a few moments will allow for the
handshaking process to complete and the printer to boot to TROY **** READY. If the printer still does not boot to
ready, this is could be an indication that the base HP firmware is not the correct revision. Power down and
remove the connection of the TROY card from the USB port. Proceed with updating, or downgrading the HP
firmware revision to the approved revision. After the firmware up/downgrade processes is complete, power the
printer off and reconnect the TROY card to the USB port. Power the printer on, and after it is finished completely
booting up, print an HP Printer Configuration Page to verify that the printer now has the correct firmware. If this
does not correct the issue, or if the 49.4210 Error occurs, the Technician should contact TROY Technical Support
for replacement of the TROY card in the printer.

Q. What does it mean when the printer displays error – LOAD MICR TONER or LOAD MICR TONER OR PRESS
SELECT 6 TIMES TO CANCEL?

A. The printer is not sensing a TROY MICR Toner Cartridge or compatible MICR toner cartridge. Verify that a TROY
MICR Toner Cartridge is installed. If one is not installed, then load a TROY MICR Toner Cartridge into the printer
then press the Select or OK button. If the printer is a 3035 MFP, the toner will need to be loaded before clearing
the message by pressing OK. If the message has already been cleared, press the RESOLVE TROY ALERTS menu
item and then press OK to continue printing. NOTE: TROY MICR Toner is the only MICR toner that should be
used in the printer. To verify, make sure the toner cartridge has a red label across the handle that bears the TROY
logo.

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Q. What steps should be taken when the printer displays error – TROY INTERNAL RELIANCE MONITOR –
(referenced hereafter as TIRM) followed by a string or strings of code?

A. The technician should copy down all of the message and string of code that scrolls prior to calling TROY Technical
Support. Below are some causes for the error:

 If the TIRM error at any point scrolls INVALID TONER SENSE STATE, then the card is not communicating
with the toner sensor. This could require replacement of the Toner Sensor, Font Card or wire connection
from the card to the sensor. Contact TROY Technical Support for assistance.

 If the error is a static TIRM error with no accompanying messages that follow, this could be an HP
49.XXXX error that is being caught by the TROY filter and displayed as a TIRM error. Disconnect the input
cable (USB or Ethernet) from the printer and power-cycle the printer. If the printer boots to a ready state,
reconnect the input cable. If the error occurs upon reconnection of the cable, the error is being caused by
corrupt data in the print job causing the error. Clear the job and power-cycle the printer then try the print
job again.

 If the error scrolls messages after the TIRM error, and the message contains code such as PJL PARSE, IOF
JOB FILTER FNV or SIGNAL SEV, the error was most likely caused by invalid data in the print stream.
Clear the print queue, disconnect the USB or Ethernet connection to the printer and then power-cycle the
printer. Once the printer has completely booted to a ready state, reconnect the USB or Ethernet cable
and attempt to reprint the job.

Q. When contacting TROY Technical Support, what information will need to be provided?

A. Upon calling TROY Technical Support, the technician will need to provide the HP Printer Serial Number, the error
that is occurring and details regarding steps that have been taken to troubleshoot the issue prior to contacting
TROY. It is advised that the technician print an HP Printer Configuration Page prior to calling as it will contain all
of the information that TROY Technical Support will ask for. The technician should also take note of the type of
toner cartridge that is installed into the printer as well as the type of print job, if any, that was sent to the printer
when the error occurred.

Q. If the printer is giving a 49.4210 Error and will not clear, what steps should be taken?

A. If the printer is a 3035, power the printer off and unplug the HDD connection to the formatter then power the
printer back on. Once it has booted to a READY state, power off and reconnect the HDD. If this does not clear the
error, or if the printer is not a 3035, verify that the printer does not give the error with the TROY card installed by
powering off the printer, removing the TROY card and powering the printer on. If the printer is a 3005 or 3015,
contact TROY Technical Support for a replacement TROY card for the printer.

TROY Technical Support – (855) 889-1109

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Q. How can it be determined if the TROY card in the printer is defective?

A. The printer will display TROY XXXX READY instead of just READY. You can also make this determination from the
HP Printer Configuration Page. There will be a line under the INSTALLED PERSONALITIES AND OPTIONS that will
read: IOF 32(-): TROY(active)….. If this line does not appear on the config page then the card is defective and
requires replacement.

Q. How does TROY’s part replacement (RGA) procedure work?

A. When TROY sends a replacement part, such as a font card, the defective part will need to come back to TROY. In
order to make this process easier for the parties involved, TROY will send UPS on a will-call to pick up the
defective part from the location that the new part was shipped to. This occurs 3-5 business days after the new
part arrives. UPS will contact the person that the original part was shipped to, at the phone number they
provided, in order to verify the shipment pickup and make that person aware of the pickup time. If a technician is
replacing this part, they should package up the defective part in the packaging that the new part arrived in. This
package containing the defective part should be left where UPS shipments are picked up at the location that the
new part shipped to. The UPS driver will bring the shipping label to return the defective part. If there are any
questions regarding the replacement process, contact TROY Technical Support.

TROY Technical Support – (855) 889-1109

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TROY 3015
TROY replacement parts for this printer will consist of up to 3 items (depending on model): Font Card, Toner Sensor and
Keylock.

Replacement of the Font Card is as follows:

1. Power the printer off and disconnect the power cable to the printer.

2. Open the right side panel of the printer

3. Remove the white plastic nut from the standoff.

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4. Remove all of the USB connections and ground wire from the card.

5. Connect the ground wire and all USB connections to the appropriate points on the replacement card.

6. Replace the white plastic nuts to the standoffs.

7. Replace the right side panel.

8. Reconnect the power cable and power the printer on.

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Replacement of the Keylock is as follows:

1. Open the toner access door and the back panel. Remove the screw on the back edge of the left panel.

2. Using your fingers, or a flat blade screw driver, lift the forward edge of the left panel forward to release the
tabs along that edge. Pull the edge outwards and then backwards to release the panel.

3. Remove the right side panel

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4. Remove the screw (near the USB connectors). Remove the formatter cover by sliding it towards the back of
the printer.

5. Remove the screw on the back of the printer

6. Remove the screw on the side of the printer, under the edge of the panel.

7. Lift the panel off the printer

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8. Remove the screw (near the wire connector). Unplug the wire connector (DO NOT PULL WIRES).

9. Remove the control panel by lifting and pulling forward.

10. Remove the two screws on the back edge of the fan panel.

11. Pull the tray out of the printer and open the toner access door. Remove the screws on the front of the fan
panel.

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12. Disconnect the wire by the back edge of the right side fan panel (DO NOT PULL WIRES).

13. With the toner access door partially open and Tray 2 either pulled out or removed, remove the right side fan
panel by swiveling the panel forward with a slight pull upwards.

14. Remove the top panel of the printer by removing the 3 screws (2 on one side, 1 on the other side). Remove
the panel by pulling up on the rear and then forward.

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15. Remove the wire from the fan area. Remove the screws holding the fan (bottom/left and top/right of the fan)
as shown below

16. Remove the cord from the brackets on the bottom of the fan assembly.

17. Remove the fan as shown below. Carefully rest the fan next to the printer.

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18. Remove the toner sensor, disconnect the USB cable and install new sensor (if only replacing sensor). If
replacing the wiring, route the new wire through the path of the existing wire.

19. Replace the fan assembly and wiring in the fan area
20. Replace the top panel.
21. Replace all panels and wiring.
22. Reconnect the power cable to the printer.
23. Power the printer on.

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Replacement of the Toner Sensor and wiring is as follows (**NOTE** If only the sensor is being replaced, follow steps 1
and 2 to remove the right side panel and then skip to step 18):

1. Remove the right side panel

2. Remove the screw (near the USB connectors). Remove the formatter cover by sliding it towards the back of
the printer.

3. Remove the screw on the back of the printer

4. Remove the screw on the side of the printer, under the edge of the panel.

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5. Lift the panel off the printer

6. Remove the screw (near the wire connector). Unplug the wire connector (DO NOT PULL WIRES).

7. Remove the control panel by lifting and pulling forward.

8. Remove the two screws on the back edge of the fan panel.

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9. Pull the tray out of the printer and open the toner access door. Remove the screws on the front of the fan
panel.

10. Disconnect the wire by the back edge of the right side fan panel (DO NOT PULL WIRES).

11. With the toner access door partially open and Tray 2 either pulled out or removed, remove the right side fan
panel by swiveling the panel forward with a slight pull upwards.

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12. Remove the top panel of the printer by removing the 3 screws (2 on one side, 1 on the other side). Remove
the panel by pulling up on the rear and then forward.

13. Remove the nut from the existing 02-18999-100 ASSY, USB 3-POS KEYLOCK 3015 (switch). Pull the old
Keylock out of the opening. Remove the nut from the new 02-18999-100 ASSY, USB 3-POS KEYLOCK 3015
(switch). Put the 09-92101-001 KEYLOCK ANTI ROTATE PLATE (3015) (switch plate) and then the 24-00002-
009 WASHER, 3 WAVE .750ID X 1.072OD X .115 HEIGHT (wave washer) against the inside of the fan panel.
Ensure the switch plate tab is pointed towards the top of the panel. With the key cuts facing the front of the
printer, push the switch through the drilled hole from the outside of the fan panel. Run the nut up the cable,
against the wave washer, and secure the switch.

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14. Place the front panel tab openings over the tabs on the front of the fan panel. Slide the front panel to secure
the tabs. Replace the two original screws.

15. Remove the screw above the left side of the fan. Using the original screw and one washer, attach the end of
the 73-19888-001 CABLE ASSY, KEYLOCK GND STRAP ROHS (switch ground strap). Torque the screw to 7 lbf
per inch +/- 1 lbf.

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16. Put the front of the fan panel on the tabs in the front of the printer. Swing the panel partially into place and
push the switch ground strap onto the tab of the switch plate.

17. Route the original cable and the switch cable along the cable brackets that are on the bottom of the fan unit.

18. Swing the fan panel into place ensuring switch and sensor cables come out as shown below reconnect the
indicated connector.

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19. Replace the two screws on the back edge of the fan panel. Torque the screws to 7 lbf per inch +/- 1 lbf.

20. Pull the tray out of the printer and open the toner access door. Replace the screws on the front of the fan
panel. Torque the screws to 7 lbf per inch +/- 1 lbf.

21. Replace the control panel by sliding it toward the back.

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22. Replace the screw (near the wire connector). Plug in the wire connector. Torque the screw to 7 lbf per inch
+/- 1 lbf.

23. Replace the panel by sliding it forward. Replace the screw on the back of the printer. Torque the screw to 7 lbf
per inch +/- 1 lbf.

24. Replace the screw on the side of the printer, under the edge of the panel. Torque the screw to 7 lbf per inch
+/- 1 lbf.

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25. Replace the formatter cover by sliding it forward into place.

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