E785 Series - Control Panel Message Document

HP Color LaserJet Managed MFP E785 Series
HP Color LaserJet Managed MFP E78523, E78528
Control Panel Messages Document (CPMD)
www.hp.com/support/colorljE785mfp
HP Color LaserJet Managed MFP E785
Series, HP Color LaserJet Managed MFP
E78523, E78528 - Control Panel Message
Document (CPMD)
SUMMARY
This document provides error-code troubleshooting information

Legal information
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Group.
Table of contents
1 Document last updated ................................................................................................................................................................................................................... 1
2 About this document........................................................................................................................................................................................................................ 2
3 Control-panel message types................................................................................................................................................................................................... 3

Error-code and control-panel-message troubleshooting overview......................................................................................................... 3
Error codes (types and structure) ......................................................................................................................................................................... 3
4 How to search for printer documentation........................................................................................................................................................................ 6

WISE - How to access and use............................................................................................................................................................................................ 6
Accessing WISE.................................................................................................................................................................................................................. 6
Using WISE to search for error codes..............................................................................................................................................................10
Using WISE to access repair and replace videos for FRUs .............................................................................................................. 12
5 Printer service information.........................................................................................................................................................................................................17
6 Numerical control panel messages....................................................................................................................................................................................18

10.WX.YZ error messages .....................................................................................................................................................................................................18
10.wx.yz error messages ............................................................................................................................................................................................18
10.xx.01 Supply memory chip error .................................................................................................................................................................... 20
10.0x.03 Toner cartridge or imaging drum unit supply memory Error....................................................................................... 21
10.0x.15 Install [supply] ................................................................................................................................................................................................ 22
10.0x.35 Incompatible [Supply] .............................................................................................................................................................................30
10.00.60, 10.01.60, 10.02.60, 10.03.60 .................................................................................................................................................................. 32
10.0x.60 Imaging drum unit low .............................................................................................................................................................................37
10.0x.69 or 10.0x.70 Toner Empty ..........................................................................................................................................................................37
10.0x.69 or 10.0x.70 Imaging drum unit worn .............................................................................................................................................. 39
10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90 ............................................................................................................................................40
10.00.93, 10.01.93, 10.02.93, 10.03.93 .................................................................................................................................................................. 44
10.0x.B1 Supply RPC Timeout Error ................................................................................................................................................................... 49
10.10.60 Transfer roller low .......................................................................................................................................................................................50
10.10.69, 10.10.70 Transfer roller worn ................................................................................................................................................................50
10.22.60 ITB Low ............................................................................................................................................................................................................... 51
10.22.69 / 10.22.70 ITB Worn ..................................................................................................................................................................................... 51
10.23.15, 10.26.15 Fuser assembly not installed ......................................................................................................................................... 52
10.23.35, 10.26.35 Incompatible Fuser Assembly .................................................................................................................................... 52
10.23.69, 10.23.70 or 10.26.69, 10.26.70 Fuser assembly worn ......................................................................................................... 53
10.23.B1 Supply RPC Timeout Error ................................................................................................................................................................... 53
10.31.15 Toner collection unit not installed .................................................................................................................................................... 54
10.31.60, 10.31.69 Toner collection unit full .....................................................................................................................................................57
10.3x.60 Developer unit low ....................................................................................................................................................................................60
10.38.15 Toner collection duct install error .................................................................................................................................................... 61
11.WX.YZ error messages ..................................................................................................................................................................................................... 62
11.* errors............................................................................................................................................................................................................................... 62
iii
13.WX.YZ error messages ....................................................................................................................................................................................................63
13.* errors..............................................................................................................................................................................................................................63
13.A2.D5 (DCF)...................................................................................................................................................................................................................69
13.A3.A3...................................................................................................................................................................................................................................73
13.A3.D3 ..................................................................................................................................................................................................................................77
13.A3.D4 (DCF)...................................................................................................................................................................................................................84
13.A3.D4 (HCI) ....................................................................................................................................................................................................................89
13.A3.D5 (DCF)...................................................................................................................................................................................................................94
13.A3.FF ..................................................................................................................................................................................................................................99
13.A4.D4 (DCF)................................................................................................................................................................................................................. 102
13.A4.D5 (DCF).................................................................................................................................................................................................................109
13.A4.FF ................................................................................................................................................................................................................................. 112
13.A5.A5................................................................................................................................................................................................................................. 114
13.A5.D5 ................................................................................................................................................................................................................................118
13.A5.FF ................................................................................................................................................................................................................................ 126
13.A7.A4 (DCF).................................................................................................................................................................................................................. 128
13.A7.A4 (HCI) ................................................................................................................................................................................................................... 132
13.A7.D4(HCI) ....................................................................................................................................................................................................................136
13.A8.A1................................................................................................................................................................................................................................. 145
13.A8.A2................................................................................................................................................................................................................................148
13.A8.D1 ................................................................................................................................................................................................................................. 151
13.A8.D2 ...............................................................................................................................................................................................................................160
13.A8.FF .................................................................................................................................................................................................................................167
13.B2.AD...............................................................................................................................................................................................................................169
13.B2.Az .................................................................................................................................................................................................................................171
13.B2.D1..................................................................................................................................................................................................................................174
13.B2.D2................................................................................................................................................................................................................................ 179
13.B2.D3................................................................................................................................................................................................................................186
13.B2.D4 (DCF).................................................................................................................................................................................................................189
13.B2.D4 (HCI)................................................................................................................................................................................................................... 192
13.B2.D5 (DCF).................................................................................................................................................................................................................195
13.B2.DD...............................................................................................................................................................................................................................198
13.B2.FF ...............................................................................................................................................................................................................................200
13.B4.Dz ..............................................................................................................................................................................................................................203
13.B4.FF.................................................................................................................................................................................................................................207
13.B9.Az Fuser Jam ...................................................................................................................................................................................................209
13.B9.Dz ............................................................................................................................................................................................................................... 214
13.B9.FF..................................................................................................................................................................................................................................217
13.D2.Az............................................................................................................................................................................................................................... 220
13.D2.Dz............................................................................................................................................................................................................................... 223
13.D2.FF .............................................................................................................................................................................................................................. 228
13.E1.Dz ...............................................................................................................................................................................................................................230
13.E7.Az ................................................................................................................................................................................................................................ 236
13.E7.Dz ............................................................................................................................................................................................................................... 239
13.E7.FF .................................................................................................................................................................................................................................245
13.60.D1, 13.60.D2 or 13.60.D3 .............................................................................................................................................................................. 247
13.60.FF ............................................................................................................................................................................................................................... 258
13.63.A1 ................................................................................................................................................................................................................................267
13.63.AZ ...............................................................................................................................................................................................................................272
iv
13.63.DZ ...............................................................................................................................................................................................................................277
13.63.F0 ............................................................................................................................................................................................................................... 282
20.WX.YZ error messages ................................................................................................................................................................................................286
20.* errors ..........................................................................................................................................................................................................................286
30.WX.YZ error messages .................................................................................................................................................................................................287
30.01.41, 30.01.45, 30.01.57........................................................................................................................................................................................287
30.01.44................................................................................................................................................................................................................................288
31.WX.YZ error messages .................................................................................................................................................................................................. 291
31.* errors............................................................................................................................................................................................................................ 291
31.13.00................................................................................................................................................................................................................................. 292
31.13.01 (100-sheet ADF) ........................................................................................................................................................................................... 294
31.13.02 (100-sheet ADF) ..........................................................................................................................................................................................298
31.13.13...................................................................................................................................................................................................................................300
31.13.14 (100-sheet ADF).............................................................................................................................................................................................301
32.* errors ..........................................................................................................................................................................................................................306
32.08.A1, 32.08.A2, 32.08.A3 ................................................................................................................................................................................306
32.1C.05 .............................................................................................................................................................................................................................. 307
32.1C.06 (event code)................................................................................................................................................................................................. 307
32.1C.07 (event code) ................................................................................................................................................................................................. 307
32.1C.08 (event code)................................................................................................................................................................................................. 307
32.1C.09 (event code)................................................................................................................................................................................................. 307
32.1C.0A (event code) ................................................................................................................................................................................................308
32.1C.0D (event code)................................................................................................................................................................................................308
32.1C.11 (event code) ..................................................................................................................................................................................................308
32.1C.13, 32.1C.14 ............................................................................................................................................................................................................308
32.1C.15 ................................................................................................................................................................................................................................308
32.1C.2E ...............................................................................................................................................................................................................................309
32.1C.2F ...............................................................................................................................................................................................................................309
32.1C.40 ..............................................................................................................................................................................................................................309
32.1C.41 ................................................................................................................................................................................................................................309
32.1C.42 ...............................................................................................................................................................................................................................309
32.1C.43 ...............................................................................................................................................................................................................................309
32.1C.44 ................................................................................................................................................................................................................................310
32.1C.45 ................................................................................................................................................................................................................................310
32.1C.46 ................................................................................................................................................................................................................................310
32.1C.47 ................................................................................................................................................................................................................................310
32.1C.48 ................................................................................................................................................................................................................................310
32.1C.49 ................................................................................................................................................................................................................................. 311
32.1C.4A ................................................................................................................................................................................................................................ 311
32.1C.56 ................................................................................................................................................................................................................................ 311
32.1C.57 ................................................................................................................................................................................................................................. 311
32.1C.58 ................................................................................................................................................................................................................................ 311
32.1C.60 ............................................................................................................................................................................................................................... 312
32.1C.61 ................................................................................................................................................................................................................................. 312
32.1C.62 ................................................................................................................................................................................................................................ 312
32.1C.68 ............................................................................................................................................................................................................................... 312
32.1C.69 ................................................................................................................................................................................................................................ 312
v
32.1C.6A ............................................................................................................................................................................................................................... 312
32.1C.6D ...............................................................................................................................................................................................................................313
33.* errors...........................................................................................................................................................................................................................313
33.01.xx ................................................................................................................................................................................................................................315
33.04.01.................................................................................................................................................................................................................................315
33.04.06 TPM Locked Out .......................................................................................................................................................................................316
33.05.0z SureStart errors ...................................................................................................................................................................................... 317
33.05.1x Whitelisting errors ................................................................................................................................................................................... 317
33.05.2x Intrusion detection errors ................................................................................................................................................................318
33.06.03 Uninitialized supply chip on formatter ....................................................................................................................................319
40.* errors...........................................................................................................................................................................................................................319
40.00.01 USB I/O buffer overflow To continue, touch “OK” .............................................................................................................319
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ............................................................................................320
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ...............................................................................................................320
40.00.04 EIO [x] bad transmission To continue, touch “OK” ..........................................................................................................320
40.00.05 Embedded I/O bad transmission To continue, touch OK ..........................................................................................320
40.08.0x USB storage accessory removed .............................................................................................................................................320
40.0x.05 USB storage accessory removed .............................................................................................................................................320
41.* errors ............................................................................................................................................................................................................................ 321
41.03.01.................................................................................................................................................................................................................................. 321
41.03.02................................................................................................................................................................................................................................ 322
41.03.03................................................................................................................................................................................................................................ 325
41.03.04 (DCF) ................................................................................................................................................................................................................. 328
41.03.05(DCF) .................................................................................................................................................................................................................. 329
41.03.FZ Unknown Misprint Error .....................................................................................................................................................................330
42.WX.YZ error messages ................................................................................................................................................................................................ 332
42.* errors .......................................................................................................................................................................................................................... 332
42.B0.01 ...............................................................................................................................................................................................................................333
44.* errors..........................................................................................................................................................................................................................333
44.01.xx Error Event log message ...................................................................................................................................................................334
44.02.xx Error Event log message (Multifunction product only.)................................................................................................334
44.03.xx Error Event log message ..................................................................................................................................................................334
44.04.xx Error Event log message (Multifunction product only.) ...............................................................................................335
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................335
44.10.xx Error Event log message (Multifunction product only.).................................................................................................335
44.11.0E Error Event log message (Multifunction product only.).................................................................................................336
44.11.xx Error Event log message (Multifunction product only.)..................................................................................................336
44.12.0E Error Event log message (Multifunction product only.)................................................................................................336
44.12.xx Error Event log message (Multifunction product only.).................................................................................................336
44.16.01 Error Event log message (Multifunction product only.).................................................................................................336
vi
44.16.06 Error Event log message (Multifunction product only.)................................................................................................338
44.16.0A Error Event log message (Multifunction product only.) ...............................................................................................339
44.16.0B Error Event log message (Multifunction product only.) ...............................................................................................339
44.16.0D Error Event log message (Multifunction product only.) ...............................................................................................339
44.16.0E Error Event log message (Multifunction product only.)................................................................................................339
44.16.0F Error Event log message (Multifunction product only.)................................................................................................340
44.16.10 Error Event log message (Multifunction product only.) .................................................................................................340
44.16.FF Error Event log message (Multifunction product only.) ................................................................................................340
44.34.04 Fax Modem2 Failure.............................................................................................................................................................................340
44.34.xx Error Event log message ...................................................................................................................................................................340
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ......................................................................................................................... 341
45.WX.YZ error messages ................................................................................................................................................................................................. 341
45.00.07 ................................................................................................................................................................................................................................ 341
45.00.1C ............................................................................................................................................................................................................................... 342
45.00.70 ............................................................................................................................................................................................................................... 342
46.* error messages ..................................................................................................................................................................................................343
46.24.00...............................................................................................................................................................................................................................344
46.24.01 ................................................................................................................................................................................................................................344
46.24.02 ...............................................................................................................................................................................................................................344
47.WX.YZ error messages.................................................................................................................................................................................................344
47.* errors...........................................................................................................................................................................................................................344
47.00.xx ...............................................................................................................................................................................................................................345
47.01.xx errors .................................................................................................................................................................................................................345
47.02.xx ...............................................................................................................................................................................................................................346
47.03.xx ...............................................................................................................................................................................................................................346
47.04.xx ................................................................................................................................................................................................................................347
47.05.xx ................................................................................................................................................................................................................................347
47.06.xx ...............................................................................................................................................................................................................................348
47.FC.yz Printer Calibration Failed To continue, touch “OK” ..........................................................................................................348
48.WX.YZ error messages................................................................................................................................................................................................349
48.* errors..........................................................................................................................................................................................................................349
49.XX.YY Error To continue turn off then on .............................................................................................................................................350
49.13.01 .................................................................................................................................................................................................................................. 351
50.* errors..........................................................................................................................................................................................................................353
50.FF.01 Fuser error ...................................................................................................................................................................................................354
50.FF.02 Fuser error ..................................................................................................................................................................................................356
50.FF.yz Fuser error ...................................................................................................................................................................................................358
vii
54.* errors...........................................................................................................................................................................................................................361
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors ............................................................................................................................. 362
54.DD.05, 54.DD.06 and 54.DD.07 error .......................................................................................................................................................363
54.14.00................................................................................................................................................................................................................................364
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ...........................................................................366
54.DD.0E Wrap jam sensor calibration error ...........................................................................................................................................367
56.* errors..........................................................................................................................................................................................................................368
57.* errors...........................................................................................................................................................................................................................368
57.00.01, 57.00.02 errors ..........................................................................................................................................................................................369
57.00.03, 57.00.04 errors............................................................................................................................................................................................371
57.00.13, 57.00.14 errors .............................................................................................................................................................................................372
57.00.17, 57.00.18 errors .............................................................................................................................................................................................374
57.00.30, 57.00.31 OPC2 fan errors ..................................................................................................................................................................375
57.00.32, 57.00.33 Front fan error ......................................................................................................................................................................376
57.10.01 error .....................................................................................................................................................................................................................376
59.* errors ...........................................................................................................................................................................................................................377
59.00.10, 59.00.20 Motor error .............................................................................................................................................................................378
59.00.30, 59.00.40 Motor error .......................................................................................................................................................................... 382
59.1X.B0 Supply motor abnormal rotation .................................................................................................................................................387
59.1X.C0 Supply motor error ...............................................................................................................................................................................388
59.2X.D0 Developer motor abnormal rotation ......................................................................................................................................389
59.2X.E0 Developer motor error ......................................................................................................................................................................390
59.00.F0................................................................................................................................................................................................................................391
59.05.50, 59.05.60 ........................................................................................................................................................................................................ 392
59.06.50, 59.06.60 ........................................................................................................................................................................................................395
59.07.50, 59.07.60 ..........................................................................................................................................................................................................398
59.08.50, 59.08.60.........................................................................................................................................................................................................401
59.09.00 CPR shutter motor error ...................................................................................................................................................................404
59.0X.70, 59.0X.90 Motor error ..........................................................................................................................................................................405
59.10.B0, 59.10.C0..........................................................................................................................................................................................................409
59.11.B0, 59.11.C0 ............................................................................................................................................................................................................. 413
59.12.B0, 59.12.C0 ...........................................................................................................................................................................................................417
59.13.B0, 59.13.C0 ........................................................................................................................................................................................................... 421
59.20.D0, 59.20.E0........................................................................................................................................................................................................ 425
59.21.D0, 59.21.E0.......................................................................................................................................................................................................... 428
59.22.D0, 59.22.E0.........................................................................................................................................................................................................431
59.23.D0, 59.23.E0........................................................................................................................................................................................................434
60.00.02 or 60.01.02 ....................................................................................................................................................................................................437
60.00.03 or 60.01.03 ...................................................................................................................................................................................................443
60.00.04 or 60.01.04 (DCF) ....................................................................................................................................................................................448
60.00.04 or 60.01.04 (HCI) ..................................................................................................................................................................................... 452
60.00.05 or 60.01.05 (DCF) ....................................................................................................................................................................................458
60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05 .............................................................................................................. 462
60.03.0z Tray gate failure .......................................................................................................................................................................................465
viii
60.03.04 ..............................................................................................................................................................................................................................466
61.WX.YZ error messages ..................................................................................................................................................................................................470
61.00.00 ................................................................................................................................................................................................................................470
61.00.01..................................................................................................................................................................................................................................470
61.00.06 .................................................................................................................................................................................................................................471
62.* errors...........................................................................................................................................................................................................................472
63.* errors...........................................................................................................................................................................................................................472
63.00.02, 63.00.03, 63.00.04, or 63.00.05 Imaging drum unit error ..........................................................................................473
63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error ....................................................................................................475
63.00.0A ..............................................................................................................................................................................................................................479
63.00.0B ..............................................................................................................................................................................................................................479
63.00.17, 63.00.18, 63.00.19, or 63.00.1A ..........................................................................................................................................................481
63.00.1B ..............................................................................................................................................................................................................................483
63.00.20 .............................................................................................................................................................................................................................484
63.00.22 ...............................................................................................................................................................................................................................487
63.00.23 ..............................................................................................................................................................................................................................489
63.00.29, 63.00.2A, 63.00.2B, 63.00.2C ........................................................................................................................................................489
63.00.2D............................................................................................................................................................................................................................... 491
63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 ..................................................................................................................................................... 493
63.00.33 or 63.00.34 ................................................................................................................................................................................................. 495
63.00.35 .............................................................................................................................................................................................................................498
63.00.36, 63.00.37, or 63.00.38 ...........................................................................................................................................................................500
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41......................................................................................................................................................501
63.00.44, 63.00.45, 63.00.46 or 63.00.47 .....................................................................................................................................................505
63.00.49 LSU Laser Diode error .......................................................................................................................................................................508
63.00.5Z Prefeed sensor error...........................................................................................................................................................................508
63.4D.01 ...............................................................................................................................................................................................................................509
63.4D.02 ..............................................................................................................................................................................................................................509
64.WX.YZ error messages................................................................................................................................................................................................. 510
64.01.01.................................................................................................................................................................................................................................. 510
64.01.02................................................................................................................................................................................................................................. 510
64.01.03.................................................................................................................................................................................................................................. 511
64.01.04.................................................................................................................................................................................................................................. 511
64.01.05................................................................................................................................................................................................................................. 512
64.01.06 ................................................................................................................................................................................................................................ 512
64.01.07 ................................................................................................................................................................................................................................. 513
64.01.08 ................................................................................................................................................................................................................................ 513
64.01.09 ................................................................................................................................................................................................................................ 514
64.03.04 ............................................................................................................................................................................................................................... 514
65.WX.YZ and 66.WX.YZ error messages ............................................................................................................................................................... 515
65.* errors........................................................................................................................................................................................................................... 515
65.00.A1 (Inner)................................................................................................................................................................................................................ 515
66.* errors........................................................................................................................................................................................................................... 521
66.40.84 (Inner) ............................................................................................................................................................................................................. 522
66.60.25 (Inner) ............................................................................................................................................................................................................. 523
ix
66.60.28 (Inner) .............................................................................................................................................................................................................533
66.60.30 (Inner) ............................................................................................................................................................................................................. 542
66.60.32 (Inner) .............................................................................................................................................................................................................544
66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner), 66.80.04 (Inner) ................................................... 545
66.60.81, 66.60.82 (Inner) ........................................................................................................................................................................................ 552
66.60.83 (Inner) .............................................................................................................................................................................................................554
66.60.84 (Inner) ..............................................................................................................................................................................................................557
66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner) ...............................................................................................................................560
66.80.08 (Inner) ..............................................................................................................................................................................................................570
66.80.27 (Inner) ...............................................................................................................................................................................................................578
66.80.36 (Inner) .............................................................................................................................................................................................................586
66.80.46 (Inner), 66.80.84, 66.80.85, 66.80.86 .........................................................................................................................................590
66.80.84, 66.80.85, 66.80.86 (Inner) ................................................................................................................................................................593
67.* error messages...................................................................................................................................................................................................602
67.0E.01 ...............................................................................................................................................................................................................................602
70.* errors...........................................................................................................................................................................................................................603
80.* errors..........................................................................................................................................................................................................................604
81.* errors...........................................................................................................................................................................................................................605
82.* errors..........................................................................................................................................................................................................................606
82.73.45 Disk Successfully cleaned ..............................................................................................................................................................606
82.73.46, 82.73.47 ..........................................................................................................................................................................................................606
90.WX.YZ error messages................................................................................................................................................................................................ 607
90.* errors.......................................................................................................................................................................................................................... 607
98.* errors..........................................................................................................................................................................................................................608
98.00.01 ..............................................................................................................................................................................................................................608
98.00.02 Corrupt data in the solutions volume .....................................................................................................................................609
98.00.03 Corrupt data in the configuration volume ...........................................................................................................................610
98.00.04 Corrupt data in the job data volume ........................................................................................................................................610
99.* errors............................................................................................................................................................................................................................ 611
99.00.01 Upgrade not performed file is corrupt ..................................................................................................................................... 611
99.00.02 Upgrade not performed timeout during receive .............................................................................................................. 611
99.00.04 Upgrade not performed timeout during receive ............................................................................................................. 612
99.00.05 Upgrade not performed timeout during receive ............................................................................................................. 612
99.00.09 Upgrade canceled by user ..............................................................................................................................................................613
99.00.10 Upgrade canceled by user ...............................................................................................................................................................613
99.00.11 Upgrade canceled by user .................................................................................................................................................................613
99.00.12 Upgrade not performed the file is invalid ...............................................................................................................................613
x
99.00.2x ...............................................................................................................................................................................................................................614
99.01.xx ................................................................................................................................................................................................................................615
99.02.01 ................................................................................................................................................................................................................................615
99.02.09 ...............................................................................................................................................................................................................................615
99.07.20 Fax error..........................................................................................................................................................................................................616
99.07.YZ Firmware install error ...........................................................................................................................................................................616
99.09.61 Unsupported disk .....................................................................................................................................................................................617
99.09.62 Unknown disk .............................................................................................................................................................................................617
99.09.63 Incorrect disk ............................................................................................................................................................................................618
99.09.64 Disk Nonfunctional ...............................................................................................................................................................................618
99.09.65 Disk data error .........................................................................................................................................................................................619
99.09.66 ...............................................................................................................................................................................................................................619
7 Alphabetical control panel messages...........................................................................................................................................................................620

Alphabetical error messages........................................................................................................................................................................................620
Output bin full (Inner).................................................................................................................................................................................................620
System Main has Failed.......................................................................................................................................................................................... 623
Toner Collection Unit Almost Full......................................................................................................................................................................626
Tray 1 Empty Load Tray 1 ..........................................................................................................................................................................................626
Tray 2 Empty Load Tray 2 ........................................................................................................................................................................................629
Tray 3 Empty Load Tray 3 ........................................................................................................................................................................................633
Tray 4 Empty Load Tray 4 (DCF)..........................................................................................................................................................................636
Tray 5 Empty Load Tray 5 (DCF)..........................................................................................................................................................................639
Tray 4 Empty Load Tray 4 (HCI) ........................................................................................................................................................................... 642
Tray x overfilled..............................................................................................................................................................................................................646
Index.............................................................................................................................................................................................................................................................649
xi
1 Document last updated
The following is the last time this document was updated:
Last update: March 29, 2024
Document last updated 1

2 About this document
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Choose the format that best meets your needs.
Table 2-1 Content format types
Format Document title example Recommended use
Web-based Go to: Product Detail page > Error ● Quick access to individual
Code Look-up web-based error code
troubleshooting
TIP: Save Product Detail page

URL location in favorites
Web-Base Go To: WISE default Search page > ● Access to individual web-based
Enter [Product] and error code error code troubleshooting
● Web-based: Most up-to-date

information available
PDF [Product] - Control Panel Message ● Use when support portals are
Document (CPMD) PDF NOT accessible at time of
service
● Use when a printable document

is needed
NOTE: Always refer to the printer

service manual for removal and
replacement procedures
NOTE: For current information, use

the Web-based format.
2 Chapter 2 About this document

3 Control-panel message types
The control-panel messages and event code entries indicate the current printer status or situations that
might require action.
NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print
the event log errors.
A control-panel message displays temporarily and might require you (or the applicable user) to
acknowledge the message by touching the OK button to resume printing or by touching the Stop button
to cancel the job.
With certain messages, the job might not finish printing, or the print quality might be affected. If the
message is related to printing and the auto-continue feature is on, the printer will attempt to resume
printing after the message has appeared for 10 seconds without acknowledgement.
For some messages, restarting the printer might fix the problem. If a critical error persists, the printer
might require service.
Error-code and control-panel-message troubleshooting

overview
This section provides information on error codes and searching for information.
Error codes (types and structure)

Error codes and control-panel messages display on the printer control panel to indicate the current
printer status or situations that might require action. Error codes are numerical, or alphanumerical, and
have a set structure with six characters (example: 13.WX.YZ).
● The first two characters are numeric and represent the system component that is causing the error.
For example, in error code 10.22.15, 10 = Supplies for HP LaserJets.
● The remaining four characters (W, X, Y, and Z values) further define the error.
HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message
document (CPMD) for each printer.
The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or
resolve the error, and other helpful information such as service mode pins and part numbers.
The CPMD is continually updated and republished with the latest information for the following error
codes.
Table 3-1 ERROR CODES: The first two characters
Error code System Component System Error Description
10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.
11.WX.YZ Real-time clock Internal error with the clock on the formatter.
13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.
Control-panel message types 3

Table 3-1 ERROR CODES: The first two characters (continued)
15.WX.YZ Jam (PageWide) Paper jam or open door jam error.
17.WX.YZ Supplies (PageWide) Supply error or supply memory error.
20.WX.YZ Printer memory Insufficient memory or buffering error.
21.WX.YZ Page Page complexity causing a decompression error

when trying to process job.
30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.
31.WX.YZ Document feeder Document feeder, scanner, or jam error.
32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.
33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity

(SureStart), or Trusted Platform Module (TPM)
notification or error.
40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB

accessory error.
41.WX.YZ Fuser, Laser scanner, or Paper path Miscellaneous error including general and
misprint or mismatch errors typically involving
(but not limited to) the fuser, the laser scanner,
or the paper path.
42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

System Manager, or other component.
44.WX.YZ Firmware Firmware failure involving a digital sending

component.
45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the OXPd

Web Kit (communications log).
46.WX.YZ Engine (LaserJet) Engine communication error.
47.WX.YZ Firmware Job parser or printer calibration error.
48.WX.YZ Firmware PJA job accounting, job management, or job

pipeline error.
49.WX.YZ Firmware Firmware communication error.
50.WX.YZ Fuser (LaserJet) Fuser error.
51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.
52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.
54.WX.YZ Sensor Sensor error (not jam related).
55.WX.YZ DC controller (LaserJet) DC controller communication error.
56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.
57.WX.YZ Fan Fan error.
58.WX.YZ Sensor Engine sensor failure.
59.WX.YZ Motor (LaserJet) Motor error.
60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.
61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data package.
4 Chapter 3 Control-panel message types

Table 3-1 ERROR CODES: The first two characters (continued)
62.WX.YZ System (LaserJet) LaserJet internal system error.
Print bar (PageWide) PageWide print system error.
63.WX.YZ Engine (LaserJet) General engine error (electrical, communication,

etc.).
65.WX.YZ Connector Output accessory connection error.
66.WX.YZ Output accessory Output accessory error.
67.WX.YZ Input accessory Input accessory connection error
69.WX.YZ Duplexer Duplexer error.
70.WX.YZ DC controller (LaserJet) DC controller firmware error.
80.WX.YZ Managed device Embedded Jetdirect error.
81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.
82.WX.YZ Memory (EMMC, etc.) Disk hardware error.
90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB, display) or
interconnection error.
98.WX.YZ Partition Partition error.
99.WX.YZ Firmware installer Remote Firmware Upgrade (RFU), firmware install

(engine or accessory), or disk error.
Error codes (types and structure) 5

4 How to search for printer documentation
The CPMD, error codes, and other support documentation for each printer is available on the HP portals.
For HP internal access to WISE, go to WISE.
For HP channel partners access WISE, see Accessing WISE for HP channel partners (HP Partner Portal)
on page 6 or {Xref Error! Target does not exist.}Accessing WISE for HP channel partners (CSDP).
WISE is available to call agents, service technicians, and HP internal users. The level of detail available
depends on your access credentials. To learn how to find support content in WISE, watch the video here.
WISE - How to access and use

Learn how to access and use Web-based Interactive Search Engines (WISE) to locate available support
information. WISE is a repository of technical support documentation including service manuals, user
guides, videos, and general support information.
Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or
an internal HP user.
Accessing WISE for HP channel partners (HP Partner Portal)

Learn how to access WISE by accessing the HP Partner Portal if you are an HP Channel Partner.
NOTE: If this is your first visit to the HP Partner Portal, you will be asked to create an account. Follow
the setup directions using your HP Partner credentials.
View a video of how to access WISE for HP channel partners
1. Sign-in to the HP Partner Portal (click https://partner.hp.com to access the sign-in page).
Figure 4-1 HP Partner Portal sign-in page
6 Chapter 4 How to search for printer documentation

2. On the HP Partner Portal home page, click the Services & Support item.
Figure 4-2 HP Partner Portal home page
3. Select the Technical Support (WISE) item.
Figure 4-3 HP Partner Portal Service & Support page
Accessing WISE for HP channel partners (HP Partner Portal) 7

4. Select the Technical Documentation item.
Figure 4-4 HP Partner Portal Technical Support (WISE)page
5. Use the WISE portal to search for printer information.
Figure 4-5 WISE portal home page
Accessing WISE for internal HP users

Learn how to access WISE if you are an internal HP user.
1. Open one of the Web-based Interactive Search Engines (WISE) URLs listed below.
Americas (AMS)
● WISE - English
● WISE - Spanish
● WISE - Portuguese
● WISE - French

Asia Pacific / Japan (APJ)
● WISE - English
● WISE - Japanese
● WISE - Korean
● WISE - Chinese (simplified)
● WISE - Chinese (traditional)
● WISE - Thai
Europe / Middle East / Africa (EMEA)
● WISE - English
2. Select Commercial from the drop-down menu.
Figure 4-6 Choose an experience
3. The WISE home page appears.
Play the video:
View a video of how access WISE (internal HP users)
Accessing WISE for internal HP users 9

Using WISE to search for error codes
Learn how to use WISE to look up error codes.
NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).
Search for error codes using the lookup widget

Learn how to search for a specific error code using the WISE Error Code Lookup widget.
1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.
TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.
2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate
search return.

3. Type the error code (for example, 13.E1.D3) in the Error Code Lookup field, and then select the
search icon.
1 2
4. The error code troubleshooting content displays in the All Search Results area.
Play the video:
View a video of how to search for error codes using the Product Detail Page (PDP) or the Error
Code Lookup tool.
Search for error codes from the WISE home page

Learn how to search for a specific error code from the WISE home page.
1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.
Search for error codes from the WISE home page 11

search return.
3. Type the error code (for example, 13.E1.D3) in the Search keyword field, and then select the search
icon.
1 2
4. The error code troubleshooting content displays in the All Search Results area.
Using WISE to access repair and replace videos for FRUs

Learn how to use WISE to access repair and replace videos for FRUs.
NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.

You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).
Search for videos using the Product Detail Page (PDP)

Learn how to search WISE for product specific information. Quickly review the steps and then play the
video.
1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.
TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.
search return.
Search for videos using the Product Detail Page (PDP) 13

3. Select the link to Videos in the Other Content menu at the bottom-right of the screen.
4. Select the desired video from the list of videos.
TIP: Select the Add Or Remove Hardware & Customer Self Repair filter under Troubleshooting to
limit the search results to repair and replace videos.
Play the video:
View a video of how to search for the printer's Product Detail Page (PDP)
Search for videos using the WISE search function

Learn how to search WISE using the model number. Quickly review the steps and then play the video.
1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.

search return.
3. Select the search icon.
4. To refine the search results, select the radio button labeled Videos in the upper-right portion of the
screen.
TIP: To refine video search results, type a part name in the keyword search bar, and then select
the search icon. For example, entering the word fuser to the keyword search bar returns videos
related to repair and replacement of the fuser.
Search for videos using the WISE search function 15

Play the video:
View a video of how to perform a model number search

5 Printer service information
Last update: March 29, 2024
Service mode PIN number:
E78523-E78528 series: 03078522
NOTE: When possible, always update the printer firmware to the latest available version at HP.com as
part of the troubleshooting performed for any of the following errors.
Printer service information 17

6 Numerical control panel messages
Use the following numerical error message troubleshooting to resolve your issue.
10.WX.YZ error messages

10.wx.yz error messages
Errors in the 10.* family are related to toner cartridges and other supply items that require regular
replacement as part of routine printer maintenance.
Order replacement supplies and install them as necessary. To order parts, go to

https://www.hp.com/buy/parts.
Use the following list to identify the supply item affected:
NOTE: Not all printers have all of these supplies.
● 10.00.XX = Black toner cartridge
● 10.01.XX = Cyan toner cartridge
● 10.02.XX = Magenta toner cartridge
● 10.03.XX = Yellow toner cartridge
● 10.05.XX = Black imaging drum unit
● 10.06.XX = Cyan imaging drum unit
● 10.07.XX = Magenta imaging drum unit
● 10.08.XX = Yellow imaging drum unit
● 10.10.XX = Transfer roller
● 10.22.XX = Transfer Belt
● 10.23.XX = Fuser kit
● 10.31.XX = Toner collection unit
● 10.39.XX = Document feeder kit
● 10.99.XX = One or more supply items have been installed
Recommended action
Follow these troubleshooting steps in the order presented.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.
18 Chapter 6 Numerical control panel messages

To order parts, go to https://www.hp.com/buy/parts.
1. For toner cartridges:
a. Remove and reinstall the cartridge.
b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the
toner cartridge.
c. If print quality is unacceptable, or if printing cannot continue, replace the toner cartridge.
2. For imaging drum unit:
a. Remove and then reinstall the imaging drum unit.
b. Check the electronic chip on the unit if it is visible. If the chip is damaged, replace the imaging
drum unit.
c. If print quality is unacceptable, or if printing cannot continue, replace the imaging drum unit.
3. For the transfer kit:
a. Remove and then reinstall the transfer unit.
b. If print quality is unacceptable, or if printing cannot continue, replace the transfer kit.
4. For the fuser kit:
a. Remove and then reinstall the fuser.
CAUTION: The fuser might be hot.
b. If print quality is unacceptable, or if printing cannot continue, replace the fuser kit.
5. For the toner collection unit:
a. Remove the toner collection unit and reinstall it.
b. If the toner collection unit is nearly full, replace it with a new one. Using a toner collection unit
until it is overfilled can damage the printer.
6. For the document feeder kit:
a. Open the document feeder top cover and inspect the rollers for obvious dirt or wear. Clean the
rollers if necessary.
b. Install a new roller kit.
7. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.
● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)
● Configuration page, Event log pages, Supply status pages
● Log capture: System log file(.jdp), Engine log file(.log)
Recommended action 19
10.xx.01 Supply memory chip error
The indicated supply is incompatible with the printer. This error occurs when the printer is using dynamic
security. The supply installed is incompatible for a product or is otherwise improper, or a connection
error has caused the information to be read incorrectly.
Install toner cartridge
● 10.00.01 Black toner cartridge
● 10.01.01 Cyan toner cartridge
● 10.02.01 Magenta toner cartridge
● 10.03.01 Yellow toner cartridge
● 10.05.01 Black imaging drum unit
● 10.06.01 Cyan imaging drum unit
● 10.07.01 Magenta imaging drum unit
● 10.08.01 Yellow imaging drum unit
● 10.23.01 Fuser
Recommended action for customers

1. Turn the printer off, and then on.
2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.
Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. If the error persists, replace with a genuine toner cartridge or imaging drum unit or fuser unit.
● Toner cartridge part number
– W9130-67007 - SVC-HP LJ Blk Mngd Toner Crtg High Yield
– W9131-67007 - SVC-HP LJ Cyn Mngd Toner Crtg High Yield
– W9132-67007 - SVC-HP LJ Ylw Mngd Toner Crtg High Yield
– W9133-67007 - SVC-HP LJ Mgn Mngd Toner Crtg High Yield
– W9120-67005 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield
– W9121-67004 - SVC-HP LJ Cyn Mngd Toner Crtg Std Yield
– W9122-67004 - SVC-HP LJ Ylw Mngd Toner Crtg Std Yield

– W9123-67004 - SVC-HP LJ Mgn Mngd Toner Crtg Std Yield
● Imaging drum unit part number
– W9059-67001 - SVC_HP LaserJet Black Managed Imaging Drum
– W9027-67001 - SVC_HP LaserJet CYM Managed Imaging Drum
below.
or issue, etc.)
10.0x.03 Toner cartridge or imaging drum unit supply memory Error

Supply memory error
● 10.00.03 Black toner cartridge; Supply memory error
● 10.01.03 Cyan toner cartridge; Supply memory error
● 10.02.03 Magenta toner cartridge; Supply memory error
● 10.03.03 Yellow toner cartridge; Supply memory error
● 10.05.03 Black imaging drum unit; Supply memory error
● 10.06.03 Cyan imaging drum unit; Supply memory error
● 10.07.03 Magenta imaging drum unit; Supply memory error
● 10.08.03 Yellow imaging drum unit; Supply memory error
The Store Usage Data setting allows a user to limit the data that is stored on the memory chip in the
cartridge. If a user configures the Store Usage Data setting as Not on supplies, 10.0x.03 supply
memory errors may occur resulting in the device being down until the affected supplies can be replaced.

2. Access the Store Usage Data setting using any remote monitoring tool or on the control panel
within the Settings > Manage Supplies > Store Usage Data > menu and check to see if it is set to
Not on supplies.
3. If the printer is set to Not on supplies, please contact support to upgrade firmware.
provider, or contact customer support at www.hp.com/go/contactHP.
10.0x.03 Toner cartridge or imaging drum unit supply memory Error 21

IMPORTANT: Search for the following emerging issue document on WISE to see if it pertains to issue
the customer is having: HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230,
E82540-E82560, E82540du-E82560du, E87640-E87660, E87640du-E87660du - 10.0X.03 Supply Memory
Error (Emerging Issue) (c06301857).
1. Make sure the Store Usage Data setting for the supplies has not been changed to Not on supplies.
This can be accessed by any remote monitoring tool or also changed on the control panel within
the Settings > Manage Supplies > Store Usage Data > menu and the Not on supplies setting value.
2. If it is set to Not on supplies, change this setting back to the default value of On Supplies.
3. Upgrade the printer to the firmware version FutureSmart 4.5.4 or newer.
NOTE: For more information on this error, search for the following document on WISE: HP Color
LaserJet Managed MFP E77820-E78635, E78223-E78230, E87640-E87660 - 10.xx.03, cartridge or
drum errors (c05920060).
below.
or issue, etc.)
10.0x.15 Install [supply]

The indicated supply has been removed or is installed incorrectly.
Install toner cartridge
● 10.00.15 Black toner cartridge
● 10.01.15 Cyan toner cartridge
● 10.02.15 Magenta toner cartridge
● 10.03.15 Yellow toner cartridge
Install imaging drum unit
● 10.05.15 Black imaging drum unit
● 10.06.15 Cyan imaging drum unit
● 10.07.15 Magenta imaging drum unit
● 10.08.15 Yellow imaging drum unit

2. If the error persists, replace the toner cartridge indicated.
a. Open the front cover.
b. Pull the handle to remove the toner cartridge from the printer.
c. Remove the toner cartridge.
d. Install the new toner cartridge.
Toner cartridge part number
● W9130-67007 - SVC-HP LJ Blk Mngd Toner Crtg High Yield
● W9131-67007 - SVC-HP LJ Cyn Mngd Toner Crtg High Yield
● W9132-67007 - SVC-HP LJ Ylw Mngd Toner Crtg High Yield
● W9133-67007 - SVC-HP LJ Mgn Mngd Toner Crtg High Yield
● W9120-67005 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield
● W9121-67004 - SVC-HP LJ Cyn Mngd Toner Crtg Std Yield
● W9122-67004 - SVC-HP LJ Ylw Mngd Toner Crtg Std Yield
● W9123-67004 - SVC-HP LJ Mgn Mngd Toner Crtg Std Yield
e. Close the front cover.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection
Warranty ends and the customer is responsible for replacing the supply.
3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.
Toner cartridge recommended action for call-center agents
2. If the error persists, open the front cover. Check if the toner cartridge is installed.
3. Remove and reinstall the toner cartridge.
d. Reinstall the toner cartridge.
4. Check if the toner cartridge is installed correctly.
5. Check the toner cartridge for damage.
Toner cartridge recommended action for call-center agents 23

a. Rotate the gear on the toner cartridge to make sure it moves freely.
NOTE: If you saved one of the handles when installing the toner cartridges, you can use it to
turn the gear.
b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.
c. If the CRUM connector is pushed into the toner cartridge, try to pull it out, and then make sure
it is seated correctly.
d. If the CRUM connector is damaged or defective, replace the toner cartridge.
6. With the cartridge out, check for CRUM connector installation problems inside the printer.
a. Check if the CRUM connection (connector) is installed correctly.
b. If the CRUM connection (connector) is installed incorrectly or if the message continues,

please follow the next step.
below.
or issue, etc.)

Imaging drum unit recommended action for call-center agents
2. If the error persists, open the front cover. Remove the toner collection unit.
3. Open the right cover. Remove and reinstall the imaging drum unit.
4. If the error persists, remove the imaging drum unit.
5. Check if the imaging drum unit latch is damaged.
Part number: JC64-00708B
Figure 6-1 Unlatch imaging drum unit
6. Check if the CRUM connector of the imaging drum unit is broken or not seated correctly.
● If the CRUM connector is pushed into the imaging drum unit, try to pull the CRUM connector
out, and make sure it is seated correctly.
Part number: JC39-00728A
For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.
Imaging drum unit recommended action for call-center agents 25

● If the CRUM connector is pushed into the imaging drum unit, try to pull the jack out it and then
make sure it is seated correctly.
7. If the imaging drum unit latch is damaged or the CRUM connector is damaged or defective or if the
message continues, please follow the next step.
below.
or issue, etc.)
Toner cartridge recommended action for onsite technicians
Support Process.
1. Open the front cover. Check if the toner cartridge is installed.
2. Remove and reinstall the toner cartridge.
d. Reinstall the toner cartridge.
3. Check if the toner cartridge is installed correctly.

4. Check the toner cartridge for damage.
a. Rotate the gear on the toner cartridge to ensure that it moves freely.
NOTE: If you saved one of the handles when installing the toner cartridges, you can use it to
turn the gear.
b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.
● If the CRUM connector is pushed into the toner cartridge, try to pull it out, and then make sure it
is seated correctly.
● If the CRUM connector is damaged or defective, replace the toner cartridge.
– W9130-67007 - SVC-HP LJ Blk Mngd Toner Crtg High Yield
– W9131-67007 - SVC-HP LJ Cyn Mngd Toner Crtg High Yield
– W9132-67007 - SVC-HP LJ Ylw Mngd Toner Crtg High Yield
– W9133-67007 - SVC-HP LJ Mgn Mngd Toner Crtg High Yield
– W9120-67005 - SVC-HP LJ Blk Mngd Toner Crtg Std Yield
– W9121-67004 - SVC-HP LJ Cyn Mngd Toner Crtg Std Yield
– W9122-67004 - SVC-HP LJ Ylw Mngd Toner Crtg Std Yield
– W9123-67004 - SVC-HP LJ Mgn Mngd Toner Crtg Std Yield
5. With the cartridge out, check for CRUM connector installation problems inside the printer.
Toner cartridge recommended action for onsite technicians 27

a. Check if the CRUM connection (connector) is installed correctly.
b. If the connector is not installed correctly, open the rear cover and reinstall the connector.
6. Check the CRUM joint PCA for any problems. If the CRUM joint PCA has problems, such as with the
CRUM connector pin or the main board interface connector, replace the PCA.
Part number: JC93-01822A - Toner CRUM module assembly
7. Check the connection between the main board and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the main board.
Wiring harness part number: JC39-02456A and JC39-02458A

CRUM joint PCA part number: JC93-01822A - Toner CRUM module assembly
Main PCA part number: 6CF14-67005
For instructions on removing and replacing main board, see the Repair Service Manual for this
product.
below.
or issue, etc.)
Imaging drum unit recommended action for onsite technicians
Support Process.

1. Open the front cover. Remove the toner collection unit.
2. Open the right cover. Remove and reinstall the imaging drum unit.
3. If the error persists, remove the imaging drum unit.
4. Check if the imaging drum unit latch is damaged. If the imaging drum unit latch is damaged, replace
the latch.
Figure 6-2 Unlatch imaging drum unit
5. Check if the CRUM connector of the imaging drum unit is broken or not seated correctly. If the
CRUM connector is pushed into the imaging drum unit, try to pull the CRUM connector out and
● If the CRUM connector is damaged or defective, replace the imaging drum unit.
for this product.
Imaging drum unit recommended action for onsite technicians 29

● If the CRUM connector is pushed into the imaging drum unit, try to pull the jack out, and then
6. With the imaging drum unit out, check for CRUM connector installation problems inside the printer.
● Check if the CRUM connection is installed correctly.
● If the CRUM connector is not installed correctly, open the rear cover and reinstall the
connector.
7. Check the CRUM joint PCA for any problems with the CRUM connector pins or the main board
interface connector. If needed, replace the PCA.
Part number: JC93-01822A - Toner CRUM module assembly
8. Check the connection between the main board and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the main board.
Toner CRUM module assembly part number: JC93-01822A

below.
or issue, etc.)
10.0x.35 Incompatible [Supply]

The indicated supply is not compatible with this printer.
10.00.35 Black toner cartridge

10.01.35 Cyan toner cartridge
10.02.35 Magenta toner cartridge
10.03.35 Yellow toner cartridge
10.05.35 Black imaging drum unit
10.06.35 Cyan imaging drum unit
10.07.35 Magenta imaging drum unit
10.08.35 Yellow imaging drum unit
3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.
1. Replace the supplies indicated.
Recommended action for customers 31

b. For the toner cartridge, pull the handle to remove the toner cartridge from the printer.
c. For the imaging drum unit, open the front cover and remove the toner collection unit.
2. Remove and reinstall the indicated supply to make sure it is correctly installed.
3. Print the supply information report and check the supply information.
4. If a genuine HP supply is not installed, replace it with a new HP supply.
Imaging drum unit part number
● W9059-67001 - SVC_HP LaserJet Black Managed Imaging Drum
● W9027-67001 - SVC_HP LaserJet CYM Managed Imaging Drum
For instructions on replacing the imaging drum unit, see the Repair Service Manual for this product.
below.
or issue, etc.)
10.00.60, 10.01.60, 10.02.60, 10.03.60

The toner supply in the toner cartridge is malfunctioning.
The T/C sensor indicates that the toner in the development unit is insufficient.
● 10.00.60 Black toner replenishment failure
● 10.01.60 Cyan toner replenishment failure
● 10.02.60 Magenta toner replenishment failure

● 10.03.60 Yellow toner replenishment failure
■ If the error persists and the print quality is no longer acceptable or a new toner cartridge has not
been received, contact your HP-authorized service, support provider and administrator, or contact
customer support at www.hp.com/go/contactHP.
Recommended action for call-center agents
■ If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.
Part number:
Recommended action for onsite technicians
1. Check the toner cartridge.
a. Pull out the toner cartridge from the printer.
i. Open the front cover.
ii. Pull out the waste toner duct.
iii. Pull out the cartridge.

b. Check the load of the cartridge. Rotate the gear of the cartridge.
c. Check the emptiness of the cartridge by shaking it.
d. If there are any problems in the cartridge, replace it.
Part number:

2. Check the toner dispense motor.
a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.
Check the motor sound.
NOTE: To learn the service mode pin number, see the Printer Service Information section of
this document.
Recommended action for onsite technicians 35

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA ( Main-J86 ).
c. Retest the motor. If the test fails, replace the motor.
Toner dispense motor part number: JC31-00094A

For instructions, see the Service Manual for this product.
3. If there is abnormal noise during the motor test, replace the duct unit.
Toner duct unit part number: 5QJ94-40001

10.0x.60 Imaging drum unit low
The printer indicates when a supply level is low. Actual supply life might vary. You do not need to replace
the supply at this time unless print quality is no longer acceptable.
An alarm indicates that the lifespan of the imaging drum unit may be insufficient to complete the current
job.
This error occurs every time that you try to use the printer.
■ If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.
1. If the print quality is no longer acceptable, replace the imaging drum unit indicated.
Imaging drum unit part number:
For instructions on replacing imaging drum unit, see the Repair Service Manual for this product.
2. Order new imaging drum unit because the developer unit with a level of “Low” will be exhausted
soon.
below.
or issue, etc.)
10.0x.69 or 10.0x.70 Toner Empty

The toner cartridge is empty.
The printer cannot draw toner from the toner cartridge.
There is no toner remaining in the toner cartridge. The remaining volume is 0% (cartridge lifespan
surpassed).
10.0x.60 Imaging drum unit low 37

10.00.69 / 10.00.70 Black toner cartridge
10.01.69 / 10.01.70 Cyan toner cartridge
10.02.69 / 10.02.70 Magenta toner cartridge
10.03.69 / 10.03.70 Yellow toner cartridge
1. Replace the toner cartridge indicated.

below.
or issue, etc.)
10.0x.69 or 10.0x.70 Imaging drum unit worn

The lifespan of the imaging drum unit is expired.
The lifespan remaining for the drum unit is 0%
10.05.69 / 10.05.70 Black imaging drum unit
10.06.69 / 10.06.70 Cyan imaging drum unit
10.07.69 / 10.07.70 Magenta imaging drum unit
10.08.69 / 10.08.70 Yellow imaging drum unit
■ If the error persists, contact your HP-authorized service or support provider, or contact customer
1. Replace the imaging drum unit indicated.
10.0x.69 or 10.0x.70 Imaging drum unit worn 39

b. Remove the toner collection unit.
c. Remove the imaging drum unit indicated.
d. Install a new imaging drum unit.
Part number:
e. Reinstall the toner collection unit.
f. Close the front cover.
below.
or issue, etc.)
10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90

10.00.89 or 10.00.90 Black toner replenishment failure
10.01.90 Cyan toner replenishment failure
10.02.90 Magenta toner replenishment failure
10.03.90 Yellow toner replenishment failure
Part number:


Part number:

Motor.
this document.

PCA ( Main-J86 ).

10.00.93, 10.01.93, 10.02.93, 10.03.93


10.00.93 Black toner replenishment failure
10.01.93 Cyan toner replenishment failure
10.02.93 Magenta toner replenishment failure
10.03.93 Yellow toner replenishment failure
Part number:


Part number:

Motor.
this document.
PCA ( Main-J86 ).


10.0x.B1 Supply RPC Timeout Error

An alarm indicates that the supply is not responding.
This error occurs when the printer is working. The error can occur when communication between supply
chips is unstable due to an unknown problem.
● 10.00.B1 Black Toner Supply RPC Timeout Error
● 10.01.B1 Cyan Toner Supply RPC Timeout Error
● 10.02.B1 Magenta Toner Supply RPC Timeout Error
● 10.03.B1 Yellow Toner Supply RPC Timeout Error
● 10.05.B1 Black Drum Supply RPC Timeout Error
● 10.06.B1 Cyan Drum Supply RPC Timeout Error
● 10.07.B1 Magenta Drum Supply RPC Timeout Error
● 10.08.B1 Yellow Drum Supply RPC Timeout Error
● 10.23.B1 Fuser RPC Timeout Error

10.0x.B1 Supply RPC Timeout Error 49

Support Process.
For all other errors, use the following troubleshooting steps.
below.
or issue, etc.)
10.10.60 Transfer roller low

The printer indicates that the lifespan of the transfer roller is between 30% and 1%. The printer can still
operate.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer
■ Replace the transfer roller.
a. Open the side cover.
b. Replace the T2 transfer roller with a new one.
Part number: 5PN65-67001

For instructions, see the Repair Service Manual for this product
c. Close the side cover.
10.10.69, 10.10.70 Transfer roller worn

The lifespan of the transfer roller has expired, but the printer still operates.
The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).

■ Replace the transfer roller.
b. Replace the T2 transfer roller with a new one.

For instructions, see the Repair Service Manual for this product
c. Close the side cover.
10.22.60 ITB Low

An alarm indicates that the lifespan of the intermediate transfer belt (ITB) is almost expired.

■ Replace the Intermediate transfer belt (ITB).
a. Turn the printer off.
b. Replace the ITB assembly.
ITB part number: 5QJ90-60146

For instructions on removing and replacing Intermediate transfer belt (ITB) unit, see the Repair
Service Manual for this product.
c. Turn the printer on.
10.22.69 / 10.22.70 ITB Worn

An alarm indicates that the lifespan of the intermediate transfer belt (ITB) is expired.
The lifespan of the engine controller for the ITB is insufficient to complete the current page count.

Recommended action for call-center agents and onsite technicians 51

■ Replace the Intermediate transfer belt (ITB).
b. Replace the ITB assembly.

For instructions on removing and replacing Intermediate transfer belt (ITB) unit, see the Repair
c. Turn the printer on.
10.23.15, 10.26.15 Fuser assembly not installed

The fuser assembly is either not installed, or not correctly installed in the printer.
Support Process.
1. Turn the printer off, and then remove and reinstall the fuser. Turn the printer on.
2. If the error persists, replace the fuser assembly.
100V fuser part number: 5PN50-67001

For instructions, see the Repair Service Manual for this product.
10.23.35, 10.26.35 Incompatible Fuser Assembly

The fusing assembly is not compatible with the printer.

■ Install a fuser assembly that is designed for this printer.

10.23.69, 10.23.70 or 10.26.69, 10.26.70 Fuser assembly worn

An alarm indicates that the lifespan of the fusing assembly is expired.
■ Replace the fuser unit.

NOTE: You need to replace the fuser, but the printer may continue to operate normally.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty
ends and the customer is responsible for replacing the supply.
10.23.B1 Supply RPC Timeout Error

An alarm indicates that the lifespan of the fusing assembly is expired.
An alarm indicates that the supply is not responding. This error occurs when printer is working. This error
can occur when communication between supply chips is unstable due to an unknown problem.
2. If the error persists, please contact customer support.

2. If the problem persists, escalate a ticket to the GBU with a diagnostic data (.jdp log).
10.31.15 Toner collection unit not installed

The printer indicates that the toner collection unit is not installed.
2. If the error persists, install a new toner collection unit.
b. Check if the toner collection unit is installed correctly.
c. Reinstall the toner collection unit or install a new toner collection unit.
Toner collection unit part number: X3A83-67923
d. Close the front cover.
2. If the error persists, check the toner collection unit.

c. Remove the toner collection unit.
3. Check the toner collection unit (TCU).
Check the sensors for the TCU, the sensor fin, and the reflection unit on the TCU.
4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.
below.
or issue, etc.)

a. Check the sensors for the TCU, the sensor fin, and the reflection unit on the TCU.
b. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

For instructions on removing and replacing toner collection unit full sensor, see the Repair
4. If the problem persists, replace the toner collection unit.

For instructions on removing and replacing toner collection unit, see the Repair Service Manual for
this product.
below.
or issue, etc.)

10.31.60, 10.31.69 Toner collection unit full
The toner collection unit is almost full.
The toner collection unit is between 90% and 99% of its capacity.
2. If the error persists, install a new toner collection unit.
c. Reinstall the toner collection unit or install a new toner collection unit.
10.31.60, 10.31.69 Toner collection unit full 57

Check the sensors for the TCU, the sensor fin, and the reflection unit on the TCU.
4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.
below.
or issue, etc.)

a. Check the sensors for the TCU, the sensor fin, and the reflection unit on the TCU.
b. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

For instructions on removing and replacing toner collection unit full sensor, see the Repair
4. If the problem persists, replace the toner collection unit.

For instructions on removing and replacing toner collection unit, see the Repair Service Manual for
this product.
below.
or issue, etc.)

10.3x.60 Developer unit low
The volume remaining in the developer unit is low, between 30% and 1%. This error occurs every time
that you try to use the printer.
10.32.60 Black developer unit
10.33.60 Cyan developer unit
10.34.60 Magenta developer unit
10.35.60 Yellow developer unit
■ If the error persists or you have any further issues, contact your HP-authorized service or support
2. If the error persists, dispatch an onsite technician with developer unit for the error reported.
Developer unit part number
● Yellow developer unit: 5PN57-67001
Developer powder black kit: 5QJ90-61013
Developer powder yellow kit: 5QJ90-61010
● Magenta developer unit: 5PN59-67001
Developer powder magenta kit: 5QJ90-61011
● Cyan developer unit: 5PN60-67001
Developer powder cyan kit: 5QJ90-61012
For instructions on removing and replacing developer unit, see the Repair Service Manual for this
product.
below.
● Diagnostic data and info (error code, photos, moving pictures, part number about error or issue,
etc.)

2. If the error persists, replace the developer unit for the error reported.
b. Remove the developer unit.
c. Install a new developer unit.
For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.
3. Reset the developer unit kit count.
a. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).
b. Select the correct developer unit color. Press Reset to clear the developer unit count.
c. After performing the reset, make sure to run the toner concentration initialization by selecting
TC Init under the same menu.
d. Exit the service mode by touching the Home button.
below.
or issue, etc.)
10.38.15 Toner collection duct install error

The waste duct is not installed or not correctly installed. This error occurs every time that you try to use
the printer or when the printer is ready.
10.38.15 Toner collection duct install error 61

Use the following general troubleshooting steps to try to resolve the problem.
2. If the error persists, open the front cover, and then check if the waste duct is installed or not. For
example: A one side hook is not hooked well.
3. If the waste duct is not installed, install the waste duct.
below.
or issue, etc.)

11.* errors
Errors in the 11.* family are related to the printer real-time clock.

1. Set the time and date on the printer control panel.


elevate the case using the Standard Support Process.
2. If the error persists, remove and reinstall the formatter. Make sure it is fully seated.
3. If the error still persists, replace the formatter.

13.* errors
Errors in the 13.* family are related to jams.
More than 1000 unique error codes are possible. Use the following information to understand the jam
code. Not all codes apply to all printers.
Message format: 13.WX.YZ
● W represents the jam location.
● X represents the sensor or door that triggered the jam.
● Y represents the jam condition (delay, stay, wrap, etc.)
● Z represents the paper source, fuser mode, or destination
Table 6-1 Potential values for W and X
W Jam location X Sensor or door
A Input area 0 Envelope feeder
A Input area 1 Tray 1 feed (unless Tray 1 feed is the

registration sensor)
A Input area 2 Tray 2 feed (unless Tray 2 feed is the

registration sensor)
A Input area 3 Tray 3 feed
A Input area 7 Optional tray exit sensor
A Input area A Door 1
A Input area B Door 2
A Input area C Door 3
A Input area D Door 4
A Input area E Door 5

Table 6-1 Potential values for W and X (continued)
A Input area F Multiple sensors or doors
B Image area 0 Media sensor for forbidden transparencies
B Image area 2 Registration/top of page
B Image area 3 Top of page
B Image area 4 Loop
B Image area 5 Fuser input
B Image area 9 Fuser output
B Image area A Door 1
B Image area B Door 2
B Image area F Multiple sensors or doors
C Switchback area (between the fuser and the 1 Intermediate switchback sensor
output bin)
C Switchback area (between the fuser and the 2 Switchback media stay sensor
output bin)
C Switchback area (between the fuser and the 3 Paper delivery sensor
output bin)
D Duplex area 1 Duplex switchback
D Duplex area 2 Duplex delivery
D Duplex area 3 Duplex refeed
D Duplex area A Door 1 (if different than the imaging area)
D Duplex area B Door 2 (if different than the imaging area)
D Duplex area F Multiple sensors or doors
E Output or intermediate paper transport unit 1 Output bin full sensor

(IPTU) area
E Output or intermediate paper transport unit 2 IPTU feed sensor 1

(IPTU) area
E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area
E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area
E Output or intermediate paper transport unit 5 IPTU bin full sensor 4

(IPTU) area
E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area
E Output or intermediate paper transport unit A Door 1

(IPTU) area
E Output or intermediate paper transport unit F Multiple sensors or doors

(IPTU) area
F Multiple subsystems (occurs when paper is F Multiple sensors or doors

stuck in several areas)

1 Jetlink input device 4 Tray 4 feed sensor
1 Jetlink Input device 5 Tray 5 feed sensor
1 Jetlink Input device A Door 1
1 Jetlink Input device B Door 2
1 Jetlink Input device F Multiple sensors or doors
2 Buffer pass unit 0 Buffer pass inlet sensor
2 Buffer pass unit 9 Buffer pass exit sensor
2 Buffer pass unit A Door 1
3 Page insert unit 0 Page insertion inlet sensor
3 Page insert unit 1 Page insertion tray 1 feed sensor
3 Page insert unit 7 Output path feed sensor
3 Page insert unit 9 Page insertion exit sensor
3 Page insert unit A Door 1
4 Punch unit 0 Puncher inlet sensor
4 Punch unit 1 Puncher jam sensor
4 Punch unit 9 Puncher exit sensor
4 Punch unit A Door 1
5 Folding unit 0 Folder inlet sensor
5 Folding unit 1 Folder sensor
5 Folding unit 9 Folder exit sensor
5 Folding unit A Door 1
6 Stacker unit 0 Stacker inlet sensor
6 Stacker unit 4 Stacker outlet sensor
6 Stacker unit 7 Stacker switchback entrance sensor
6 Stacker unit 8 Stacker switchback registration sensor
6 Stacker unit 9 Stacker switchback lower sensor
7 Multi-bin mailbox (MBM) unit 0 MBM inlet sensor
13.* errors 65
7 Multi-bin mailbox (MBM) unit 1 MBM middle sensor
7 Multi-bin mailbox (MBM) unit 9 Stapler sensor
7 Multi-bin mailbox (MBM) unit A Door 1
7 Multi-bin mailbox (MBM) unit B Door 2
7 Multi-bin mailbox (MBM) unit C Door 3
7 Multi-bin mailbox (MBM) unit F Multiple sensors or doors
8 Stapler/stacker (SS) unit 0 SS inlet sensor
8 Stapler/stacker (SS) unit 1 SS Bin Z
8 Stapler/stacker (SS) unit 3 SS unit middle sensor
8 Stapler/stacker (SS) unit 4 SS unit outlet sensor 1
8 Stapler/stacker (SS) unit 5 SS unit outlet sensor 2
8 Stapler/stacker (SS) unit 9 Stapler sensor
8 Stapler/stacker (SS) unit A Door 1
8 Stapler/stacker (SS) unit B Door 2
9 Booklet maker unit 0 Booklet maker input sensor
9 Booklet maker unit 2 Booklet maker feed sensor 2
9 Booklet maker unit 2 Booklet maker feed sensor 3
9 Booklet maker unit 4 Booklet maker delivery sensor
9 Booklet maker unit 5 Booklet maker vertical paper path sensor
9 Booklet maker unit 6 Booklet unit front staple sensor
9 Booklet maker unit 7 Booklet unit rear staple sensor
9 Booklet maker unit 8 Booklet unit outlet sensor
9 Booklet maker unit A Door 1
9 Booklet maker unit B Door 2
9 Booklet maker unit C Door 3
9 Booklet maker unit F Multiple sensors or doors
0 Unknown 0 Unknown
Table 6-2 Potential values for Y (jam condition)
Y Jam condition
0 Unknown
1 Unexpected sheet (duplex)
2 Staple jam
3 Jam caused by an open door (duplex)

Table 6-2 Potential values for Y (jam condition) (continued)
Y Jam condition
4 Stay jam (the page never left the tray – duplex)
A Stay jam (the page never left the tray – simplex)
B Multifeed
C Wrap
D Delay (the page did not reach the sensor within the expected time – simplex)
E Door open
F Residual (paper is detected in the paper path when it should not be there)
The information represented by the value for Z depends on where the paper is in the paper path.
Table 6-3 Potential values for Z (source, fuser mode, or destination)
Paper location Z Source, fuser mode, or destination
When paper has not reached the fuser, Z 1 Tray 1

represents the paper source.
Z represents the paper source. 2 Tray 2
Z represents the paper source. D Duplexer
Z represents the paper source. E Envelope feeder
When paper has reached the fuser, is in the duplex 0 Photo 1, 2, or 3

path, or in the output path, Z represents the fuser
mode. Designated 2 or 3
Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.
Z represents the fuser mode. 1 Normal (automatically sensed rather than based on
the paper type set at the control panel)
Z represents the fuser mode. 2 Normal (based on the paper type set at the control
panel)
Z represents the fuser mode. 3 Light 1, 2, or 3
Z represents the fuser mode. 4 Heavy 1
Z represents the fuser mode. 7 Glossy 1
13.* errors 67
Table 6-3 Potential values for Z (source, fuser mode, or destination) (continued)
Paper location Z Source, fuser mode, or destination
Z represents the fuser mode. A Glossy Film
Z represents the fuser mode. B Transparency
Z represents the fuser mode. C Label
Z represents the fuser mode. D Envelope 1, 2, or 3
Z represents the fuser mode. E Rough
When paper has entered the output bin, Z 0 Unknown bin

represents the output bin, numbered from top to
bottom.
Z represents the output bin 1 Bin 1
All paper locations E Door open jam
All paper locations F Residual jam
All paper locations 0 Forbidden OHT jam (when Y=2)

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.
To prevent future paper jams in the printer, follow these recommendations:

● Use only paper that meets HP specifications for this printer.
For more information, refer to the printer User Guide or search for the "HP LaserJet Printers - Print
Media Guide" (c06117757).
● Make sure the printing environment is within recommended specifications.
● Do not use paper that is wrinkled, folded, or damaged.
● Do not overload the tray with paper.
● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.
● Make sure that the tray is fully inserted in the printer.
● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets
one at a time.
● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the
paper type and size.

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Verify that the paper meets specifications for this printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. If the issue persists, open the Administration > Troubleshooting > Diagnostic Tests > Component
Test menu, and perform the appropriate pickup/feed motor drive test. Replace the pickup assembly
if the test fails.
7. Verify the sensors are functioning correctly. If the sensors fail the test, first verify that all
connections on the DC controller are correctly seated. If possible, replace the sensor or assembly
it is associated with.
8. If the sensors pass the test, look for blockage or damaged parts and replace any damaged parts.
9. If the error persists, elevate the case using the Standard Support Process.
13.A2.D5 (DCF)
A paper jam occurred in Tray 5 dual-cassette feeder (DCF).
The paper failed to reach the Feed 1 sensor when feeding from Tray 5.

■ Open the right door. Remove any jammed paper found.
1. Open the right door. Remove any jammed paper found.
2. If the error persists, dispatch an onsite technician with the part below:
Tray 2-x rollers part number: 5PN66-67001

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.
5. Check the rollers.
a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.
b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.
6. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.
b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.
this CPMD.
c. Cover the sensor to check the reading value changes.
d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).
e. Replace the sensor as needed.
Part number: 0604-001381

For instructions, see the Service Manual for this printer.
13.A3.A3
The paper did not leave the Feed 2 sensor or the Feed 1 sensor when printing from Tray 3.
13.A3.A3 73

3. If there are multiple jammed paper, check the pickup roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.
4. Check the life span of the roller from the following menu: Support Tools> Service> Advanced

5. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.
7. Clean the Feed 1, Feed 2 sensors using a lint-free cloth.
Figure 6-3 Feed 1 sensor cleaning

13.A3.D3
A paper jam occurred from Tray 3.
The paper failed to reach the Feed 2 sensor when feeding from Tray 3. (Pickup failure)
13.A3.D3 77
2. Open Tray 3 and remove any jammed paper from the tray (U4).

Recommended action for call-center agents 79



6. Check the feed motor.
a. Diagnose the feed motor.
i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Paper path > Feed >
Tray 1 Feed Motor.

And check the motor sound.
NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.
ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).
b. Retest the motor. If the test fails, replace the motor.
Feed motor part number: JC31-00163A
b. Diagnose the Feed 2 sensor.
i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Feed > Feed 2 Sensor.

ii. Cover the sensor to check the reading value changes.
iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).
c. Replace the sensor as needed.
Sensor part number: 0604-001490

13.A3.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).



b. Check the life span of the roller from the following menu: Support Tools > Service > Advanced

Tray 1 Feed Motor.
to the PCA (J71).

(J71).

13.A3.D4 (HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).
13.A3.D4 (HCI) 89



Tray 1 Feed Motor.
to the PCA (J71).

(J71).

13.A3.D5 (DCF)




Tray 1 Feed Motor.
to the PCA (J71).

(J71).

13.A3.FF
Residual paper jam at the Feed 2 sensor.
13.A3.FF 99

Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.
(J71).


13.A4.D4 (DCF)
The paper failed to reach the Tray 4 feed sensor when feeding from Tray 4. (Pickup failure)
1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Open the Tray 4 (DCF) and remove any jammed paper from the tray.




6. Check the Tray 4 feed motor.
a. Diagnose the Tray 4 feed motor.
Tray 4 Feed Motor.

to the PCA (DCF-CN601).
Tray 4 feed motor part number: 5QJ90-60023

7. Check the Tray 4 feed sensor.
a. Clean the sensor using a lint-free cloth (S101).
b. Diagnose the Tray 4 feed sensor.
i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4
Feed Sensor.
(DCF-CN502).


13.A4.D5 (DCF)
The front of the paper failed to reach the next feed sensor in Tray 5.
13.A4.D5 (DCF) 109



Feed Sensor.
(DCF-CN502).

13.A4.FF
Residual paper jam at the Tray 4 feed sensor.
■ Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.


Feed Sensor.
(DCF-CN502).

13.A5.A5
The paper did not leave the Tray 4 feed sensor, or the Feed 2 sensor, or the Feed 1 sensor when printing
from Tray 5 dual-cassette feeder (DCF).


4. Check the life span of the roller from the following menu: Support Tools > Service > Advanced

7. Clean the Feed 1, Feed 2, and Tray 4 feed sensors using a lint-free cloth.

Figure 6-7 Tray 4 feed sensor (S101) cleaning
13.A5.D5





a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
6. Check the Tray 4 feed motor.
a. Diagnose the Tray 4 feed motor.
Tray 4 Feed Motor.

Tray 4 feed motor part number: 5QJ90-60023

i. Run the diagnostic test for the Tray 5 feed sensor from the following menu: Support
Tools> Service > Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 5 >
Tray 5 Feed Sensor.

(DCF-CN501).

8. Check theTray 4 feed sensor
Feed Sensor.
(DCF-CN502).


13.A5.FF
Residual paper jam at the Tray 5 feed sensor.


Feed Sensor.
(DCF-CN501).

13.A7.A4 (DCF)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor or the Feed 1 sensor when printing
from Tray 4 dual-cassette feeder (DCF).




13.A7.A4 (HCI)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor when printing from Tray 4
high-capacity input feeder (HCI).




13.A7.D4(HCI)
1. Open the right cover of the Tray 4 (HCI) and remove any jammed paper.

2. Open the Tray 4 (HCI) and remove any jammed paper from the tray.
3. Ensure that the tray width guides are set to the correct paper size (Letter or A4) being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.



6. Check the Tray 4 pickup motor (HCI).

a. Diagnose the Tray 4 pickup motor (M204).
Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 4 > Tray 4
Pickup Motor.
to the PCA (HCI-CN601).
Tray 4 pickup motor part number: JC93-01115A

7. Check the Tray 4 feed motor (HCI).

a. Diagnose the Tray 4 feed motor (M203).
Tray 4 Feed Motor.
Tray 4 feed motor part number: JC93-01114A

Feed Sensor.
(HCI-CN502).


9. Check the Tray 4 shift plate end sensor (HCI).
a. Diagnose the Tray 4 shift plate end sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4 Shift Plate End
Sensor.
this CPMD.
b. Cover the sensor to check the reading value changes.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (HCIsub-
CN2).
d. Replace the sensor as needed.
Tray 4 shift plate end sensor part number: 0604-001393

10. Check the Tray 4 paper empty sensor (HCI).

a. Diagnose the Tray 4 paper empty sensor.
i. Run the diagnostics for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4 Paper
Empty Sensor.
ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN502).
b. Replace the sensor as needed.
Tray 4 shift plate end sensor part number: 0604-001393

13.A8.A1
The paper did not leave the Feed 1 sensor when printing from Tray 1.
13.A8.A1 145

a. If there are multiple jammed paper, check the pickup roller and the reverse roller of the tray for

6. Clean the Feed 1 sensor using a lint-free cloth.
13.A8.A2
The paper did not leave the Feed 1 sensor when printing from Tray 2.


a. If there are multiple jammed paper, check the pickup roller and the reverse roller of the tray for

6. Clean the Feed 1 sensor using a lint-free cloth.
13.A8.D1
The paper failed to reach the Feed 1 sensor when feeding from Tray 1. (Pickup failure)
13.A8.D1 151
2. Remove any jammed paper from Tray 1 (U2).


2. Remove any jammed paper from Tray 1.

4. Make sure that the tray width guides are set to the correct paper size being installed into the tray.
The arrow on the guide should line up exactly with the line connected to the paper size designation.
5. Check the Tray 1 pickup and feed rollers for wear, damage, or paper dust.
a. Clean the rollers with a damp, lint free cloth.

Tray 1 Feed Motor.
to the PCA (J71).

7. Check the Tray 1 solenoid.
a. Diagnose the Tray 1 solenoid.
i. Run the diagnostic test for the Tray1 solenoid from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 >
Tray 1 Solenoid.
ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (J88).
b. Retest Tray 1 solenoid. If the test fails, replace the solenoid.
Tray 1 solenoid part number: JC33-00029B


8. Check the Tray 1 clutch.
a. Diagnose the Tray 1 clutch.
i. Run the diagnostic test for the clutch from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 > Tray 1
Clutch.
And check the clutch sound.
ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.
Tray 1 clutch part number: JC47-00037A

(J70).


13.A8.D2
The paper failed to reach the feed sensor when feeding from Tray 2. (Pickup failure)





Tray 1 Feed Motor.
to the PCA (J71).

(J70).

13.A8.FF
Residual paper jam at the Feed 1 sensor.
13.A8.FF 167
b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.
this CPMD.


13.B2.AD
The paper did not leave the registration sensor when printing from the duplexer.
13.B2.AD 169

13.B2.Az
The paper did not leave the registration sensor when printing from tray x.
● 13.B2.A1 Stay jam when printing from Tray 1
13.B2.Az 171

5. Check the registration sensor.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.
this CPMD.
Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129 (Upper assembly)
13.B2.D1
The paper failed to reach the registration sensor when feeding from Tray 1.





Sensor.
this CPMD.

13.B2.D2
13.B2.D2 179





Sensor.
this CPMD.


13.B2.D3


Tools> Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.
this CPMD.


13.B2.D4 (DCF)
13.B2.D4 (DCF) 189


Sensor.
this CPMD.


13.B2.D4 (HCI)


Sensor.
this CPMD.


13.B2.D5 (DCF)
13.B2.D5 (DCF) 195


Sensor.
this CPMD.


13.B2.DD
The paper failed to reach the registration sensor in required time when printing from duplexer.


13.B2.FF
Residual paper jam at the registration sensor.


Sensor.
this CPMD.


4. Check the right door connector.
NOTE: It is an important step. Lowering the door too far during service can loosen the connector.
13.B4.Dz
The paper failed to reach the loop sensor in required time.
● 13.B4.D1 Delay jam when printing from Tray 1.
● 13.B4.DD Delay jam when printing from the duplexer.
13.B4.Dz 203
1. Open the right door. Remove any jammed paper from the area.
2. If the error persists, dispatch an onsite technician.


4. Check the registration clutch.
a. Run the diagnostic test to diagnose the registration clutch from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.
And check the clutch sound.
this CPMD.
b. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch to the
PCA (J70).
c. Retest the clutch. If the test fails, replace the clutch.
Registration clutch part number: JC47-00037A


13.B4.FF
Residual paper jam at the loop sensor.
13.B4.FF 207
3. Check the loop sensor.
a. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.
b. Run the diagnostic test to diagnose the sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Loop Sensor.
this CPMD.

Loop sensor part number: 0604-001393

Or second transfer unit part number: 5PN65-67001 (Upper assembly)
13.B9.Az Fuser Jam

The paper did not leave the fuser out sensor.
NOTE: NOTE: This error is caused by the fuser out sensor, but the cause of the problem varies
depending on the output device installation status.
Z = Fuser mode
● 13.B9.A1 Printing in Auto-Sense mode Normal.
● 13.B9.A2 Printing in fuser mode Normal.
● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.
● 13.B9.A4 Printing in fuser mode Heavy 1.
● 13.B9.A7 Printing in fuser mode Glossy paper 1.
13.B9.Az Fuser Jam 209

● 13.B9.AB Printing in fuser mode Transparency.
● 13.B9.AC Printing in fuser mode Label.
● 13.B9.AD Printing in fuser mode Envelope 1 or Envelope 2.


5. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.
6. Check the entrance sensor of the inner finisher (S1).
a. Diagnose the entrance sensor from the following menu:
Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor
this CPMD.
b. Cover the sensor to see if the value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
Entrance sensor part number: 0604-001381

7. Check the entrance motor of the inner finisher.
a. Run the diagnostic test to diagnose the entrance motor from the following menu:
Support Tools> Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
this CPMD.
PCA.
Entrance motor part number: JC31-00169B


13.B9.Dz
The paper failed to reach the fuser out sensor in required time.
● 13.B9.D1 Fuser delivery delay jam when printing from Tray 1.
● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.
2. Check for paper jammed in the OPC area, and remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below.
Fuser part number:
● 5PN50-67001 (100V)
● 5PN61-67001 (110V)
● 5PN62-67001 (220V)

4. Check the fuser out sensor.
b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.
this CPMD.

Fuser out sensor part number: 0604-001393

5. If the error persists, replace the fuser.
Fuser part number:
● 5PN50-67001 (100V)
● 5PN61-67001 (110V)
● 5PN62-67001 (220V)
13.B9.FF
Residual paper jam at the fuser out sensor.
13.B9.FF 217

3. Check the fuser out sensor.
b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.
this CPMD.

Fuser out sensor part number: 0604-001393

13.D2.Az
The paper did not leave the duplex sensor.
Z = Fuser mode
● 13.D2.A1 Printing in Auto-Sense mode Normal.
● 13.D2.A2 Printing in fuser mode Normal.
● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.
● 13.D2.A4 Printing in fuser mode Heavy 1.
● 13.D2.A7 Printing in fuser mode Glossy paper 1.
● 13.D2.AB Printing in fuser mode Transparency.
● 13.D2.AC Printing in fuser mode Label.
● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.



13.D2.Dz
The paper failed to reach the duplex sensor in required time.
Z = Fuser mode
● 13.D2.D1 Printing in Auto-Sense mode Normal.
● 13.D2.D2 Printing in fuser mode Normal.
● 13.D2.D3 Printing in fuser mode Light 1 or Light 2.
● 13.D2.D4 Printing in fuser mode Heavy 1.
● 13.D2.D7 Printing in fuser mode Glossy paper 1.
● 13.D2.DB Printing in fuser mode Transparency.
● 13.D2.DC Printing in fuser mode Label.
● 13.D2.DD Printing in fuser mode Envelope 1 or Envelope 2.
13.D2.Dz 223


4. Check the duplex motor.
Advanced Service > Advanced Diagnostics > Component Tests > Paper Path > Duplex >
Duplex Motor.
this CPMD.
PCA (J88).
Duplex motor part number: JC93-00802A


5. Check the Duplex 1 sensor.
a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.
b. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex Jam1 Sensor.
this CPMD.
c. Cover the sensor to see if the value changes.
Duplex 1 sensor part number: 0604-001393

Or exit unit: JC90-01118B (Upper assembly)

13.D2.FF
Residual paper jam at the duplex sensor.

3. Check the Duplex 1 sensor.
b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.
this CPMD.

Duplex 1 sensor part number: 0604-001393

13.E1.Dz
The paper failed to reach the output bin-full sensor in required time.
NOTE: This error can occur due to poor assembly of the first exit flag, no flag, or a disconnected flag.
It may also occur when the sensor connection of the flag is poor.
13.E1.D1 - Paper type set to AutoSense
13.E1.D2 - Paper type set to Normal
13.E1.D3 - Paper type set to Light 1,2 or 3
13.E1.D4 - Paper type set to Heavy 1

13.E1.D7 - Paper type set to Glossy 1

3. If the error persists, dispatch an onsite technician with the following part:
Actuator - Bin Full Exit part number: JC66-04339A
4. Check the out-bin full sensor.

a. Check the actuator. Make sure that the sensor actuator flag moves smoothly back and forth.
b. Run the diagnostic test to diagnose the out-bin full sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output
> Out-Bin Full Sensor.
this CPMD.
Part number:
Out-bin full sensor: 0604-001393

5. Check the exit motor (M29).
a. Run the diagnostic test to diagnose the exit motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit Motor.
this CPMD.
b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J69).
Part number:
Exit motor: JC93-00186A
Or exit unit: JC90-01118B (Upper part )

6. If the return gate (Callout 1) is closed, check the return gate solenoid (Callout 2 inside the circle).
Make sure the return gate moves smoothly back and forth.
Determine if a finisher is installed
NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.E1.Dz error may occur
if the actuator is not changed to the correct position.
IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.
Inner finisher
Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.
Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.
13.E7.Az
The paper did not leave the Exit 2 sensor.



13.E7.Dz
The paper failed to reach the Exit 2 sensor in required time.
13.E7.Dz 239

4. Check the Exit 2 motor.
a. Run the diagnostic test to diagnose the Exit 2 motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit 2 Motor.
this CPMD.

PCA (J10).
Part number:
Exit 2 motor: JC93-00802A
Or Exit 2 unit: Y1G23-67001 (Upper part )
5. Check the return gate solenoid.

a. Run the diagnostic test to diagnose the return gate solenoid from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Duplex > Return Gate solenoid.
Check the solenoid sound.
this CPMD.
b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (J10).
c. Retest the solenoid. If the test fails, replace the solenoid.
Part number:
Return gate solenoid: TBD
Or Exit 2 unit: Y1G23-67001 (Upper part)
6. Check the Exit 2 sensor.

b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.
this CPMD.
Part number:
Exit 2 sensor: 0604-001393

13.E7.FF
Residual paper jam at the Exit 2 sensor.
13.E7.FF 245
3. Check the Exit 2 sensor.
b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.
this CPMD.

Part number:
Exit 2 sensor: 0604-001393
13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.
● 13.60.D1 Finisher input jam when printing to top output tray.
● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)
● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)
Inner Finisher: Recommended action for customers
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
13.60.D1, 13.60.D2 or 13.60.D3 247

a. Open the finisher door.
b. Verify the stapler unit shipping/retaining screw has been removed.
c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.
e. Open the top cover and inspect the areas for paper jams or obstructions.
f. Close the covers.
2. If the error persists, turn the printer off, and then on.
Stapler/Stacker - Booklet Maker: Recommended action for customers
1. Check the finisher for paper jams or obstructions.
Stapler/Stacker - Booklet Maker: Recommended action for customers 249

a. Open the finisher top cover.
b. Open the inner jam cover.
c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.
e. Open the Bridge cover.
f. Remove any jams or obstructions.
g. Close all finisher covers.
Inner Finisher: Recommended action for call-center agents and onsite technicians
Support Process.
Inner Finisher: Recommended action for call-center agents and onsite technicians 251

d. Open the right and upper jam covers.
e. Inspect the areas for paper jams or obstructions.
f. Open the top cover and inspect the areas for paper jams or obstructions.
g. Close the covers and slide the inner finisher into place.
3. If the error persists, check the finisher entrance motor.
a. Run the diagnostics for the motor from the following menu:
Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
this CPMD.
PCA (Inner-Rear Joint).
Entrance motor part number: 5QK09-60128

4. If the motor test passes, check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.
b. Make sure the sensor actuator flag moves freely.

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.
1. Check the booklet maker for jams or obstructions.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.
b. Check the top entrance to the booklet maker.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 255
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.

3. Check the paper path from the bridge exit sensor (Callout 2) to the finisher entrance sensor
(Callout 1). Take a very close look at where the paper leading edge stopped. Check for a foreign
substance, a deformed shape, or paper path obstructions that can cause this error.
4. Check the entrance sensor (S1).
a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Entrance > Entrance
Sensor.
this CPMD.
b. Check the reading value changes of the sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner-
Rear Sensor).
13.60.FF
The entrance sensor detects paper when the finisher starts.

f. Close the covers.
Stapler/Stacker - Booklet Maker: Recommended action for customers
1. Check the finisher for paper jams or obstructions.
Stapler/Stacker - Booklet Maker: Recommended action for customers 259

a. Open the finisher top cover.
b. Open the inner jam cover.
c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.
e. Open the Bridge cover.
Inner Finisher: Recommended action for call-center agents and onsite technicians
Support Process.

f. Close the covers and slide the inner finisher into place.
3. Check the entrance sensor (S1).
a. Run the diagnostic test for the sensor from the following menu:
Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Inner
Finisher > Entrance > Entrance Sensor
this CPMD.
b. Cover the sensor to see if the value changes.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner-
Rear Sensor).

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
1. Check the booklet maker for jams or obstructions.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
3. Check the entrance sensor.
Advanced Service > Advanced Diagnostics > Sensors > Stapler/stacker finisher > Entrance >
Entrance Sensor.
this CPMD.
b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).
Entrance sensor part number: JC32-00020A

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.
13.63.A1 267

Support Process.


3. If the paper being used is not A4 or Letter, print with A4 or Letter paper for testing. Feed long edge
first as indicated below. If a new error occurs, follow that error guide.
4. Check the exit motor.

Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.
this CPMD.
PCA (Inner - Front).
Exit motor part number: JC90-01331A

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.


Support Process.


3. Check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
4. Check the exit sensor.
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.
this CPMD.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).
Exit sensor part number: 0604-001415

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.
13.63.DZ 277

Support Process.


this CPMD.
Rear).


13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.


Support Process.


this CPMD.
Rear).


20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.
Recommended action
contactHP.

1. Touch the OK button to continue.
2. Reduce the page complexity.
3. Add product memory.

30.01.41, 30.01.45, 30.01.57
Errors related to CPB or scanner communication.
● 30.01.41: CPB general error.
● 30.01.45: CPB assertion failure error.
● 30.01.57: Scan Device detects error.

2. If the error persists, please contact the customer support, and share the checked information.
1. Turn the printer off.
2. Remove the rear cover.
3. Check all connections between the formatter and main board PCA.
4. Reassemble the printer and turn it on.
5. If the error persists, collect diagnostic files and elevate the case to the GBU using your Standard
Support Process.
How to collect diagnostic logs.
a. Insert a USB drive into the connector on the front panel.
b. On the control panel, select Support Tools.
c. Select Troubleshooting.
d. Select Retrieve Diagnostic Data.
e. Select Create Zipped debug information file.
30.01.41, 30.01.45, 30.01.57 287

f. Check Generate debug data.
g. Touch Save to USB.
h. Touch Save. (This process takes approximately 1 minute.)
NOTE: If the file size is smaller than 10 MB, then the correct log has not been captured.
30.01.44
Scanner Communication Error.

1. Turn the printer off, and then on twice.
1. Turn the printer off, and then on twice.
2. If the error persists, dispatch an onsite technician to check the formatter connections (J67) and
LVPS connections (CN3, CN4).

3. Check if the ADF connector (FFC cable) is connected to PCA correctly. Check if the pin is deformed.
If the connector is damaged, replace the ADF.

2. Check the formatter connections (J67) and LVPS connections (CN3, CN4).

3. Check if the ADF connector (FFC cable) is connected to PCA correctly. Check if the pin is deformed.
If the connector is damaged, replace the ADF.

31.* errors
Errors in the 31.* family are related to the document feeder.
Recommended action
contactHP.
1. Verify the document feeder top cover is completely closed when feeding pages through it.
2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.
3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.
4. Clean the scanner glass and all the calibration strips.
5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.
6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.
7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests. Look for tests related to the document feeder, such as the Jam
Cover Sensor test.
8. Upgrade the firmware.
Go to HP FutureSmart - Latest Firmware Versions
9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.
10. If the error persists, replace the document feeder assembly.
31.* errors 291

31.13.00
Multipick jam in document feeder.
1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.
2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.
3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.
NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.
4. Check the paper for excessive static build up.
5. Ensure a good quality paper is being used and that it meets the specifications for the document
feeder.
6. Close the top cover, and then check whether the problem occurs again.
7. If the error persists with the same job, you can complete the job by turning the multi-feed detection
setting off.
a. On the control panel select the COPY icon.
b. Select Options.
c. Then select Multi-feed Detection.
d. Once multi-feed detection is selected, select the Off option.
NOTE: This will turn off the multi-feed detection for the current job only.
feeder.

setting off.
a. On the control panel, select the COPY icon.
b. Select Options.
8. If ther error persists, dispatch an onsite technician.
feeder.

setting off.
a. On the control panel, select the COPY icon.
b. Select Options.
If the customer wishes to keep the multi-detection turned off, due to paper quality issues, this
can be saved as a default or a quick set for easier usage.
CAUTION: The document feeder will no longer detect whether multiple pages are fed, and
this can cause other jam errors and can cause missing pages in copy jobs.
31.13.01 (100-sheet ADF)

The paper did not reach the deskew sensor.
1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.
2. Close the ADF cover and resume the job.

3. If the error persists, dispatch an onsite technician with the following parts.
ADF Roller Kit: 5QJ83-67002

ADF assembly: 5QJ83-67007
3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.
4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.
5. Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.
7. Check the Top of Page sensor (Top of Form sensor).
a. Run the sensor diagnostic test for the sensor from the following menu:
Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > Top of Form sensor (TOF sensor).

Cover the sensor to see if the value changes.
this CPMD.
b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFp-
J4).
c. Replace the ADF assembly as needed.
ADF assembly part number: 5QJ83-67007

31.13.02 (100-sheet ADF)

Jam in document feeder.
Original jam at the feed sensor.
1. Open the document feeder cover and remove any jammed paper. Then close the top door of the
scanner and check whether the problem occurs again.
2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.
3. Open the document feeder cover and check the reflective film of the sensor for contamination.
Clean it if necessary.
4. Check and clean the reflective film of the ADF's open sensor for contamination.
5. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.
1. Open the document feeder cover remove any jammed paper. Then close the top door of the

sensor.
3. Open the document feeder cover check the reflective film of the sensor for contamination and
clean it.
4. Check and clean the reflective film of the ADF’s open sensor for contamination.
6. If the error persists, please contact the customer support, and share the checked information to
him.
1. Open the document feeder cover and remove any jammed paper. Then close the top door of the
sensor.
3. Open the document feeder cover and check the reflective film of the sensor for contamination.
Clean it if necessary.
4. Check and clean the reflective film of the ADFs open sensor for contamination.
7. Check and clean the two sensors shown in the pictures below.
Figure 6-14 Growler ADF
Figure 6-15 Valiant ADF

31.13.13
When feeding the original, the top cover is open status.
1. Open and then close the top cover of the automatic document feeder and check whether the
problem occurs again.
sensor.
3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.
sensor.
sensor.
4. Turn off the power and check the sensor assembly status.
NOTE: Follow the instructions below to check the sensor's condition and to see if the sensor is
missing.

a. Valiant ADF: Remove the six screws. / Growler ADF: Remove the three screws.
b. Make sure there is no problem with the assembly of the sensor. In particular, make sure that
the sensor is not abnormally lifted.
31.13.14 (100-sheet ADF)

There is a problem with the ADF feed motor (Main Motor).
31.13.14 (100-sheet ADF) 301


3. Open the document feeder and remove any jammed paper or foreign substances.
4. Close the ADF and resume the job.
5. If the error persists, dispatch an onsite technician with the following part:
ADF assembly: 5QJ83-67007

3. Open the document feeder and remove any jammed paper or foreign substances.
4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.
5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.
7. Check the ADF Feed Motor (Main Motor).
a. Run the diagnostic test for the motor from the following menu:
Tests > Document Feeder > ADF Feed Motor.

this CPMD.
PCA (ADFp-J8).
c. Retest the motor. If the test fails, replace the ADF assembly.
ADF assembly part number: 5QJ83-67007


32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.
Recommended action
contactHP.
2. Retry the job.
32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.
32.08.A1 (event code)
Shutdown event. Boot after abnormal shutdown.
Boot from normal shutdown event.

Regular boot event.
Recommended action
There is no action needed for this message.
■ No action necessary.
32.1C.05
The restore job ticket was submitted with invalid credentials.
Recommended action
1. Verify the credentials that were submitted.
2. Check the domain, user name, and password.
32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.
Recommended action
1. Verify the credentials that were submitted.
2. Check the domain, user name, and password.

Backup restore permissions error.
There was an error during the creation, read, or write of the restore file.
Recommended action
■ Retry the job.

Not enough disk space to perform backup/restore, or a network share issue.
There was an error during the creation, read, or write of the backup file.
Recommended action
1. Retry the job.
2. Remove stored jobs and retry.
3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.
4. Check the network share or try setting up a new shared network drive or folder.

Tried to restore a backup file that was not valid for this printer.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.
Recommended action
■ Use a valid backup file.
32.1C.0A (event code)

Backup file is invalid.
The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.
Recommended action
1. Use a valid backup file.
2. Reboot, and then observe the state of the printer.
3. If the error persists, perform a partition clean from the Preboot menu.
32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.
Recommended action
■ Reboot, and then retry the backup/restore.

Backup/restore time-out while communicating with the engine.
The backup operation was aborted because the printer is busy.
Recommended action
■ Wait until the printer is idle, and then try again.
32.1C.13, 32.1C.14
Not enough space exists to perform the backup.
The backup was aborted because the disk is at a critical level or full.
Scheduled backup failure.
Recommended action
■ Free up disk space, and then try again.
32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
■ Use the current backup file.
32.1C.2E
The restore operation was aborted because the printer is busy.
Recommended action
1. Wait until the printer is idle, and then retry.
2. Turn the printer off then on, and then retry.
32.1C.2F
Reset failure.
Recommended action
■ Turn the printer off, and then on. Retry the job.
32.1C.40
The backup operation completed successfully (informational).
Recommended action
See recommended action.
32.1C.41
The backup operation encountered an error (informational).
Recommended action
32.1C.42
The backup operation completed, but with a warning message (informational).
Recommended action
32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).
Recommended action
32.1C.45
Some data was not included in the backup file (informational).
Recommended action
32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).
Recommended action
32.1C.47
Some data was not restored from the backup file (informational).
Recommended action
32.1C.48
The backup job ticket was submitted using an invalid network path.
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.
32.1C.49
The backup job ticket was submitted with a bad encryption.
NOTE: This would only apply to a web services call to perform a backup with a blank PIN
Recommended action
■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.
32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.
Recommended action
1. Retry the job.
2. If this does not resolve the issue, turn the printer off then on again and retry the job.
3. If the error persists, perform a Format Disk procedure using the Preboot menu.
For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .
32.1C.56
Reset aborted. Backup/restore in progress (informational).
Recommended action
32.1C.57
Reset aborted (informational).
Recommended action
32.1C.58
Unknown reset error (informational).
Recommended action
32.1C.49 311
32.1C.60
The restore operation completed successfully (informational).
Recommended action
32.1C.61
The restore operation encountered an error.
Recommended action
■ Review the printer's event log to see specific details about the failure.
32.1C.62
The restore operation completed, but with a warning message.
Recommended action
■ Review the error log to see specific details about the failure.
32.1C.68
The restore job ticket was submitted using an invalid network path.
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exist.
3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.
4. Check that the path includes the compressed .ZIP file name as part of the path.
32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).
Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.
32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
■ Retry the job.
32.1C.6D
An unusual error occurred when running the restore operation.
Recommended action
■ Retry the job.

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.
3. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on the
control panel of the printer and contact your HP-authorized service or support provider, or contact
customer support at http://www.hp.com/go/contactHP.

1. Turn off the printer, and then turn on the printer.
3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.
4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.
(ish_4502973-4502949-16) - .
CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.
6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.
Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

1. Turn off the printer, and then turn on the printer.
3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.
4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.
5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.
(ish_4502973-4502949-16) - .
CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.
6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.


33.01.xx
A save or restore process has occurred.
● 33.01.01 (event code)
A restore process has occurred.
● 33.01.02 (event code)
A save process has occurred.
● 33.01.03 (event code)
Save recover functionality OK after previously being disabled.
Recommended action
33.04.01
A Trusted Platform Module (TPM) is missing from a printer that previously had a TPM installed.
TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.
TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting
during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

33.01.xx 315
2. Reinstall the missing Trusted Platform Module (TPM) module into the printer.
If the TPM accessory has been installed, you can also go to the Administration menu and under
TPM, select the Stop Using option if you no longer want to use the TPM accessory.
3. Check the connection (J11).
33.04.06 TPM Locked Out

The Trusted Platform Module (TPM) is locked out due to too many authentication failures.

NOTE: The TPM is locked and may take a few minutes to recover.


2. If the error persists, contact the GBU.
33.05.0z SureStart errors

A SureStart error has occurred.
The printer detected and recovered from a corrupted version of BIOS.
● 33.05.01 Boot code corrupt (event code)
The newly downloaded firmware failed to cryptographically validate the BIOS code.
● 33.05.04 Security alert
● 33.05.04 Upgrade corrupt (event code)
● 33.05.08 Invalid boot attempt (event code)
● 33.05.09 Downgrade attempted (event code)
Recommended action
1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.
2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.
Go to: HP FutureSmart - Latest Firmware Versions
NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual (Doc ID: c04863614).
33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Firmware verification Error: XX (Event code)
Recommended action
1. Perform a Format Disk procedure.
HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.
NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.
For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).
33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.
The intrusion detection memory process determined an unauthorized change in system memory.
● 33.05.21 Potential intrusion (Event code)
The intrusion detection memory process heartbeat was not detected.
● 33.05.22 Cannot scan for potential intrusions (Event code)
The intrusion detection memory process did not initialize.
● 33.05.23 Intrusion detection not initialized (Event code)
● 33.05.24 Intrusion detection initialization error (Event code)
Recommended action
■ Turn the printer off, then on.
NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, the error A disk or boot error has occurred. Clear Error. Press Any
Key when selecting Continue from the Preboot menu after encountering a 33.05.2X error. This
message should be ignored.
For more information on SureStart, go to: HPSureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).
33.06.03 Uninitialized supply chip on formatter

An alarm indicates that the supply chip on the formatter is not responding. This error occurs when
printer is booting. This error can occur when the initialization of the supply chip on the formatter fails
due to an unknown problem.

Recommended action for call-center agents or onsite technicans

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.
Recommended action
contactHP.
1. Touch the OK button to clear the error.
2. Remove and then reinstall the accessory.
40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
2. Check the host configuration.
33.06.03 Uninitialized supply chip on formatter 319

40.00.02 Embedded I/O buffer overflow To continue, touch “OK”
The product has experienced a JetDirect buffer overflow.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
2. Check the host configuration.
40.00.03 EIO [x] buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.
Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).
40.00.04 EIO [x] bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.
Recommended action
1. Touch the OK button to clear the error message and continue printing.
2. Remove, and then reinstall the USB device.
40.00.05 Embedded I/O bad transmission To continue, touch OK

The USB device has been removed.
Recommended action
1. Touch the OK button to clear the error message (data will be lost).
2. Install the USB device.
40.08.0x USB storage accessory removed

The USB storage accessory has been removed.
x = 0 or 1; information code.
Secure file erase is enabled.
Recommended action
40.0x.05 USB storage accessory removed

The USB storage accessory was removed.
x = 1, 2, 3, 5, or 6; information code.

Recommended action

41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in
the printer and the paper the printer is configured to use.
Recommended action
1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.
2. Verify the paper type and size settings on the control panel match the paper in the tray.
3. Verify the paper type and size settings in the print driver match the paper in the tray.
4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.
5. Turn the printer off and then on.
6. If the issue persists, replace the DC controller.
41.03.01
Tray 1 detected paper is longer or shorter than expected.


b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.
this CPMD.

41.03.02

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.
this CPMD.


3. Check the Tray 2 paper size sensor.
a. Diagnose the Tray 2 paper size sensor.
i. Run the diagnostic test for the sensor from the following menu:
Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 2 > Paper Size Sensor
ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).
Part number:
● Tray 2 paper size sensor: JC93-00018B
● Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)
41.03.03

41.03.03 325
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 3 > Paper Size Sensor
b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).
Part number:

● Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)
41.03.04 (DCF)
Tray 4 (DCF) detected paper is longer or shorter than expected.

i. Run the diagnostic test for the sensor:
Tray > Tray 4 > Paper Size Sensor

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN802).
Part number:
● Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)
41.03.05(DCF)

41.03.05(DCF) 329
Tray > Tray 5 > Paper Size Sensor
CN802).
Part number:
● Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)
41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a
paper-width sensor failure occurred from an unknown tray. The error will be one of the following:
● 41.03.F0
● 41.03.F1
● 41.03.F2
● 41.03.F3
● 41.03.F4
● 41.03.F5
● 41.03.FD

1. Touch OK to use another tray.
3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.
1. Touch OK to use another tray.
3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.
Tray 2 part number: 5QJ90-60024

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

For instructions on removing and replacing auto size sensor PCA, see the Repair Service Manual
for this product.
5. Test the paper size sensors for the failing tray. If the sensor test fails, replace the sensor assembly.


42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

1. Turn the printer off, and then on. Retry the job.

(ish_4502973-4502949-16) - .
42.B0.01
Missing string in firmware error.
Recommended action
2. If the error persists, upgrade the firmware to the latest version.

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.
Recommended action
contactHP.
1. In many cases, the error will automatically clear, and you can try the job again.
2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).
NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

4. For fax errors, verify the fax card is correctly installed on the formatter.
5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.
6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.
7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.
44.01.xx Error Event log message

A digital send error has occurred.
Recommended action
1. No action necessary. This error message should automatically clear.
2. Try to send the job again.
3. If the error does not clear or it returns:
a. Use optimal resolution and image quality settings.
b. Wait until all the digital send jobs have been processed.
c. Turn the printer off, and then on. Retry the job.
d. Verify if there is an attachment limit on the email.
e. Verify network connectivity, SMTP gateways, access to folder share.
44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.
Recommended action
2. Check the digital send configuration and address book.

■ Try to send the job again.
Recommended action
1. Use optimal resolution and image quality settings.
2. Wait until all the digital send jobs have been processed.
3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.
5. Verify network connectivity, SMTP gateways, access to folder share.

A Digital Send Email error has occurred.
Recommended action
2. Check the digital send configuration.

A Digital Send Folder Job error has occurred.
Recommended action

Digital Send Remote Printer Job Error has occurred.
Recommended action

SharePoint Job Error has occurred.
Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.
2. If the error occurs repeatedly, reboot the engine and retry the job.
3. If error still persists, reset to factory settings. Upgrade to most current firmware.

A send to email error has occurred.
Recommended action
For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.
44.04.xx Error Event log message (Multifunction product only.) 335

44.11.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.
Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

Recommended action
Try to send the job again.
Check the digital send configuration.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.
Recommended action
not already in use.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

Recommended action
44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.
XX =
● 01 – RTF File
● 03 – CSV File
● 04 – HTML File

● 05 – XML File
● 06 – XPS File
● 07 – PDF File
Recommended action

The destination URL was found to be invalid or unreachable.
Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.
2. If the error persists, turn the product off and then on and retry the job.
3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

The destination URL is not a SharePoint site.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.
2. If the error persists:
● Check network connection settings.
● Verify access to the SharePoint site.

Credentials associated with the SharePoint destination were found to be invalid or missing.
Recommended action
the job.

Credentials do not have write access to the SharePoint destination.

Recommended action
the job.

Upload of image file failed. Reason unknown.
Recommended action
the job.
2. If the error persists, turn the product off then on again and retry the job.
3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

Upload of image file failed.
The file exceeded the maximum form submission length on the Web server.
Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).
2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

Upload of image file failed. The SharePoint site storage quota limit was exceeded.
Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.
2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

Upload of image file failed. A folder or filename length is too long.

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.
2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).
44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.
The image file already exists on the server and is checked out for editing by another user.
Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.
2. If the error persists, use a different filename for the job.
44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.
The image file already exists on the server and the job was set to not overwrite files.
Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.
2. If the error persists, use a different filename for the job.
44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If the error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.
Recommended action
not already in use.
2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.16.0F Error Event log message (Multifunction product only.)
Not enough memory to process the current SharePoint Job.
Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.
2. Repeat this process if the error persists until job goes through.

The SharePoint server is using an invalid certificate.
Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.
2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.
44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.
44.34.04 Fax Modem2 Failure

A Fax Modem2 Failure error has occurred. [Dual Fax] when the second fax modem is not installed (or
installed but has bad modem/bad connection) on the dual fax supported device at the booting time, the
device will make a warning log for the second fax modem.
Recommended action
1. If you have installed the second fax modem, check the connection. And turn the printer off, and then
on.
2. If the error persists, record the message, and then contact your HP-authorized service or support

A fax error has occurred.
Recommended action
2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.
44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.
Recommended action
2. Check the fax settings to make sure they are set to the proper settings for the environment.
3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

45.00.07
Failed to connect to host or proxy.
The communication from the formatter failed.
This error occurs while trying to access the Support Tools > Service > Service Functions menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

2. If the error persists while trying to enter the Service Functions menu, perform the following:
a. Disconnect and reconnect all cable connections between the engine and the formatter.
b. Check to ensure the internal RJ45 connection on the formatter is not damaged and is
correctly seated.
c. Reseat the internal LAN cable on the formatter.
3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.
44.90.xx, 44.91.xx, 44.92.xx Error Event log message 341

45.00.1C
Operation Time Out
There is an issue with the communication connection between the main board and formatter board and
it has timed out.

correctly seated.
45.00.70
Network connection not present. Port is initializing or is unavailable. Typically, the RJ45 cable between
the main board and formatter is disconnected.
This error occurs while trying to access the Support Tools > Service > Service Functions menu.

correctly seated.


46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to
complete.
● No network connectivity
● A problem with the file being printed, with the software application sending the job, or with the print
driver

2. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.
3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.
support at http://www.hp.com/go/contactHP.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check
the configuration settings.
3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.
4. Upgrade the printer firmware.
46.* error messages 343

5. If the error persists, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).
46.24.00
Engine speed successfully configured via Late Point Differentiation (cloud).
Engine speed configured via cloud information.
Recommended action
46.24.01
Engine speed successfully configured via Late Point Differentiation (USB).
Engine speed configured via USB information.
Recommended action
46.24.02
Engine speed has been successfully configured through Late Point Differentiation in EWS.
Engine speed has been configured through the Embedded Web Server (EWS) information.
Recommended action

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

2. Resend the print job.


(ish_4502973-4502949-16) - .
47.00.xx
Back channel internal error.

(ish_4502973-4502949-16) - .
47.01.xx errors
Image transformer internal error.


(ish_4502973-4502949-16) - .
47.02.xx
Job parser internal error.

(ish_4502973-4502949-16) - .
47.03.xx
Print job internal error.


(ish_4502973-4502949-16) - .
47.04.xx
Print spooler 9100 internal error.

(ish_4502973-4502949-16) - .
47.05.xx
Print spooler framework internal error.


(ish_4502973-4502949-16) - .
47.06.xx
Print application internal error.

(ish_4502973-4502949-16) - .
47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.
y = Calibration type, z = Event
● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization
● 47.FC.01 (event code) CPR Store Image failure
● 47.FC.02 (event code) CPR Image not found
● 47.FC.03 (event code) CPR Print engine execution failure
● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization
● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure
● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found
● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure
● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure
● 47.FC.22 (event code) Error Diffusion Image not found
● 47.FC.23 Error Diffusion Print engine execution failure
● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization
● 47.FC.31 (event code) Drum Speed Adjustment Store image failure
● 47.FC.32 (event code) Drum Speed Adjustment Image not found
● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure
● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization
● 47.FC.41 (event code) Pulse Width Modulation Store image failure
● 47.FC.42 (event code) Pulse Width Modulation Image not found
● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

1. Turn the product off, and then on again.
2. If the error persists, reload the firmware.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
2. If the error persists over multiple power cycles, then do the following.
3. If the error persists, reload the firmware.
(ish_4502973-4502949-16) - .

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

3. 3. If the error persists, contact your HP-authorized service or support provider, or contact customer

1. In most cases, no action is necessary.
2. If the error persists, upgrade the printer firmware.
(c03122817).
NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

49.XX.YY Error To continue turn off then on
A firmware error occurred.
Possible causes:
● Corrupted print jobs
● Software application issues
● Non-product specific print drivers
● Poor quality USB or network cables
● Bad network connections or incorrect configurations
● Invalid firmware operations
● Unsupported accessories
A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.
49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:
● Printing files with unsupported programming commands
● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer
● Specific timing, network traffic, or concurrent processing of jobs

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.
● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.
● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.
(c03122817).
49.13.01
Error in the native video pipeline.


1. Search for the following topic in WISE and use the troubleshooting flowcharts to solve this error: HP
LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent) (c03122817).
2. If the error persists, turn the printer off, and remove the HDMI cable connection from the main
board.
3. Turn the printer on, and then check for blinking LEDs.
4. Take the back cover off and check the main board LEDs to see if they are blinking.
Figure 6-16 View of LED behind the formatter cage
Figure 6-17 View of LED with formatter cage removed
● If the LEDs are not blinking, then replace the main board.
For instructions on removing and replacing engine controller board (ECB), see the Repair
● If the LEDs are blinking, then replace the PCIe and EI cables.

PCIe cable part number: JC39-02584A
EI cable part number: JC39-02567A
6. If the error persists, elevate issue to the GBU using the Standard Support Process.

50.* errors
Errors in the 50.* family indicate a problem with the fuser.


1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.
2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.
50.* errors 353

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.
50.FF.01 Fuser error

The temperature of the fuser is less than a certain temperature.
The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.
3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:
● 100V fuser part number: 5PN50-67001
Recommended actions for onsite technicians
Support Process.
1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.
NOTE: The voltage during the normal operation should be ±10% of the rated voltage.
3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.
4. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.
Recommended actions for onsite technicians 355

5. If the problem persists, replace the fuser unit.
6. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the formatter as
needed.
Fuser drive board 110V part number: JC44-00210F

Formatter part number: 6CF14-67005
NOTE: The formatter should be the last part replaced if needed.
50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.
The pressure control unit (cam unit) of the fuser is abnormal.

Recommended actions for call-center agents
2. If the error persists, send a technician to replace the part below.

2. Check the fuser gap home sensor.
■ Diagnose the fuser gap home sensor.
Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensor >
Fuser > Fuser Gap Home Sensor
NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.
ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J69).
iii. Replace the sensor as needed.
Part number:
Fuser gap home sensor: TBD
Recommended actions for onsite technicians 357

100V fuser (upper part): 5PN50-67001
50.FF.yz Fuser error

Fuser error.
● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature.
● 50.FF.04 A fuser error of the center thermistors temperature slope occurred.
● 50.FF.05 A fuser error of the side thermistors temperature slope occurred.
● 50.FF.06 Temperature of the center thermistor is higher than the maximum allowable temperature.
● 50.FF.07 Temperature of the side thermistor is higher than the maximum allowable temperature.
● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).
● 50.FF.0A The temperature of the side of the fuser changed suddenly (abnormal ADC).
● 50.FF.0B The temperature control of the fuser is abnormal.
● 50.FF.0C The temperature control of the fuser is abnormal.
● 50.FF.0D The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.
● 50.FF.0E The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.
● 50.FF.0F The temperature measured in the central thermistor is much lower than the target
temperature after the warm-up period.
● 50.FF.10 The temperature measured by the side thermistor is much lower than the control
temperature.
● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature
after the warm-up period.
● 50.FF.12 The printer detected that the temperature of the fuser is higher than the permitted limit.
● 50.FF.13 The printer detected that the temperature of the fuser is higher than the permitted limit.

4. If the error persists, send a technician to replace the part below:

Support Process.
1. Turn the printer off and remove the fuser unit.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
3. Reinstall the fuser unit and turn the printer on.
4. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.
NOTE: The voltage during the normal operation should be ±10% of the rated voltage.
5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.
6. Check the connector on the fuser for damage or broken pins. If needed, replace the fuser.
7. If the problem persists, replace the fuser unit.
8. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the formatter as
needed.


LVPS Type-5 110V part number: 5QJ90-60014
LVPS Type-5 220V part number: 5QJ90-60015
Formatter part number: 6CF14-67005
For instructions, see the Repair Service Manual for this printer.
NOTE: The formatter should be the last part replaced if needed.

54.* errors
Errors in the 54.* family are related to the image-formation system.
● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.
● For HP PageWide printers, they can indicate a problem with the calibration process.

2. Make sure the printer is running the most current version of firmware. Go to HP FutureSmart -
Latest Firmware Versions
3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.
To print a Supplies Status Page:
a. From the Home screen on the printer control panel, select Administration.
b. Open the following menus:
i. Reports
ii. Configuration/Status Pages
c. Scroll to and select Supplies Status Page.
d. Select Print to print the page.
To order parts, go to https://www.hp.com/buy/parts.
Recommended actions for call-center agents and onsite technicians

54.* errors 361

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.
3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.
4. For color printers, if the error persists, replace the registration assembly.
5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors

The non-contact sensor in the fuser unit is defective. The sensor signal is abnormal.
● 54.DD.01 The center thermistor sensor has a short circuit.
● 54.DD.02 The center thermistor sensor has an open circuit.
● 54.DD.03 The side thermistor sensor has a short circuit.
● 54.DD.04 The side thermistor sensor has an open circuit.

2. If the error persists, check the fuser.
a. Run test 109–0000, Fuser Temperature A, and test 109–0010 Fuser Temperature B.
b. Select Start, then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.
c. If the temperature test is normal, replace the main board PCA (ECB).
Part number: 6CF14-67005 Main PCA (Formatter)

product.
d. Test the resistance of the fuser on the following pins:
● 2 and 3
● 2 and 4
● 5 and 6
● 5 and 7

The reading should be 300KΩ ~ 500KΩ (@ 25 °C). If the measurement is not in this range,
replace the fuser.
For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.
e. If the resistance measures OK, replace the main board PCA (ECB).
Part number: 6CF14-67005

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser inner temperature sensor detected a breach of its upper or lower limit.
● 54.DD.05 The center thermistor sensor has an open circuit.
● 54.DD.06 The output of the inner temperature sensor is less than the minimum value permitted.
● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

2. Check the fuser.
b. Open the right side cover.
c. Remove the fuser.
54.DD.05, 54.DD.06 and 54.DD.07 error 363

d. Check the connector between the fuser and the engine for damage. Replace the fuser as
needed.
e. If the connection is OK, replace the fuser.

For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.
3. If the error persists, replace the main board PCA (ECB).

For instructions on removing and replacing engine controller board (ECB), see the Repair Service
Manual for this product.
4. If the fuser is replaced, reset the fuser kit count.
a. Open the Support Tools menu.
b. Select Fuser.
c. Select Fuser Kit. Press Reset to clear the kit count.
d. Exit the service mode by touching the Home button.
54.14.00
The ACR sensor calibration error occurred in the set. This error occurs every time that you try to use the
printer.
The calibration value of the ACR sensor is abnormal. Printing is possible, but the print quality may
deteriorate.


2. Execute the Auto Color Registration (ACR) operation.
Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.
2. Execute the Auto Color Registration (ACR) operation from the following menu:
Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.
3. Check ID sensors.
a. Clean ID sensors.
i. Disassemble the ITB unit.
ii. Clean the CPR sensor using a lint-free cloth.
iii. Execute the function of “CTD sensor cleaning”.
Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Diagnostics >
Advanced Calibration Support > CTD sensor Cleaning
iv. Power off and on, and retest for checking the status.
Recommended actions for call-center agents 365

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J19).
CPR unit: 5QJ90-60137 (Upper part)

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.
● 54.DD.08 The outer temperature sensor is faulty or not connected.
● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.
● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.
● 54.DD.0B The humidity sensor is faulty or not connected.
● 54.DD.0C The humidity sensor output is less than the minimum value permitted.
● 54.DD.0D The humidity sensor output is more than the maximum value permitted.


2. If the error persists, dispatch an onsite technician with outer temperature sensor for the error
reported.
Part number:
Outer temperature sensor: 5QJ90-40002
2. Replace the outer temperature/humidity unit.
Outer temperature/humidity unit: 5QJ90-40002

For instructions on removing and replacing outer temperature/humidity unit, see the Repair Service
54.DD.0E Wrap jam sensor calibration error

The wrap jam sensor calibration error occurred in the fusing unit. This error occurs every time that you
try to use the printer. The media is stuck in fusing unit. The belt is broken or contaminated. The wrap jam
sensor is malfunction.

2. If the error persists, dispatch an onsite technician with the fuser that corresponds to the error
reported.
1. Check if the fuser wrap jam sensor is properly mounted on the holder.
2. Check if the harness is properly mounted into the sensor.

3. If the error persists, replace the fuser.
NOTE: If the error persists after replacing the fuser, the problem is most likely caused by
something other than a faulty fuser.
Remove and then reinstall the harness between the fuser and formatter. Make sure that the
connections are correctly and fully seated.
If the harness appears damaged, replace it.

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.
Recommended action
contactHP.
2. If any third-party hardware is installed, remove it and try printing again.
3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.
4. Reinstall the tray, and make sure it is correctly seated.

57.* errors
Errors in the 57.* family indicate a problem with a fan.
1. See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - A "57.00.xx Error"
message displays on the printer control panel. (c04588847)


1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.
2. Update the firmware to the latest version. If the latest version firmware is already installed, reinstall
it now.
For more information, see:

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.
4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.
57.00.01, 57.00.02 errors

LVPS (SMPS) fan 1 error.
57.00.01 The LVPS (SMPS) fan 1 was not activated, but the printer indicates that it is operating.
57.00.02 The LVPS (SMPS) fan 1 was activated, but it did not start, or it stops after a certain amount of
time.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace SMPS fan1.
LVPS and FDB fan assembly part number: JC93-01786A
2. Check the LVPS fan.
57.00.01, 57.00.02 errors 369

a. Diagnose the LVPS fan.
i. Run the diagnostics for the fan from the following menu.
> Fan > LVPS Fan
And check the fan sound.
ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).
b. Retest the fan. If the test fails, replace the fan.
LVPS and FDB fan assembly part number: JC93-01786A

For instructions on removing and replacing LVPS and FDB fan assembly, see the Repair

57.00.03, 57.00.04 errors
Duplex Fan (Right door fan) error.
● 57.00.03 The duplex fan was not activated, but the printer indicates that it is operating.
● 57.00.04 The duplex fan operates, but it stops after a certain amount of time.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send a technician to check and
replace duplex fan.
Duplex fan part number: JC31-00160C
2. Check the duplex fan (F3).
a. Diagnose the duplex fan.
> Fan > Duplex Fan 1, 2
57.00.03, 57.00.04 errors 371

the PCA (J88).
Duplex fan part number: JC31-00160C

57.00.13, 57.00.14 errors

Fuser out fan error.
57.00.13 The fuser out fan was not activated, but the printer indicates that it is operating.
57.00.14 The fuser out fan was activated but it did not start or stops after a certain amount of time.

2. Check the fan sound. If there is abnormal fan noise, send a technician to check and replace the
fuser fan.
Fuser fan part number: 5QJ90-40125

2. Check the fuser fan.
a. Diagnose the fuser fan.
i. Run the diagnostics for the fan.
> Fan > Fuser Fan
the PCA (J10).

Fuser fan part number: 5QJ90-40125

57.00.17, 57.00.18 errors

Developer fan error.
● 57.00.17 The developer fan was not activated, but the printer indicates that it is operating.
● 57.00.18 The developer fan starts, but it stops after a certain amount of time.

2. Check the fan sound. If there is abnormal fan noise, send technician to check and replace
developer fan.
Developer fan part number: 5QJ90-40126
2. Check the developer fan.
a. Diagnose the developer fan.
Tests > Fan > Developer Fan

the PCA (J67).
Developer fan part number: 5QJ90-40126

57.00.30, 57.00.31 OPC2 fan errors

OPC2 fan error.
● 57.00.30 The OPC2 fan was not activated, but the printer indicates that it is operating. The fan is
stopped.
● 57.00.31 The OPC2 fan is faulty or the ready signal is abnormal. The fan is shown to be operating due
to a circuit fault.

57.00.30, 57.00.31 OPC2 fan errors 375

2. If the error persists, dispatch an onsite technician with the OPC2 fan that corresponds to the error
reported.
2. Check if the OPC2 fan is properly mounted on the holder.
3. Check if the harness is properly mounted into the fan.
4. If the problem persists, replace the OPC2 fan.
57.00.32, 57.00.33 Front fan error

Front fan error.
● 57.00.32 The front fan was not activated, but the printer indicates that it is operating.
● 57.00.33 The front fan is faulty, or the ready signal is abnormal. The fan is shown to be operating due
to a circuit fault

2. If the problem persists, turn the printer off before you check the fan. A PL accident may occur when
you open the access panel to check the fan.
3. Check if paper or a foreign substance is jammed in the front fan.
4. Check if the front fan is properly mounted on the holder.
5. Check if the harness is properly mounted into the fan.
6. If the problem still persists, replace the front fan.
57.10.01 error
There is an error with the CPU fan.


2. Unplug the connector and then plug it in again (J12).
3. If the error persists, replace the Main PCA (Formatter).
● Main PCA (Formatter) part number: 6CF14-67005
NOTE: If the problem is with the CPU fan, HP does not recommended replacing the fan alone due
to quality issues related to the part's nature.
Therefore, the fan is not provided as a service part. HP recommends replacing the Main PCA
(Formatter) instead.
For instructions: see the Service Manual.

59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.


2. Check the feed/MP motor.
b. Check if there is any foreign substance or paper around feed/MP unit, preventing the rollers
from turning. Remove any foreign substances or paper found.
c. Close the side cover and check for recovery.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.
59.00.10, 59.00.20 Motor error

Registration/MP motor error.
● 59.00.10 The motor is operating, but the printer indicates that it is stopped.
● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

Support Process.
2. Check the registration/MP motor.

b. Check if there is any foreign substance or paper around registration/MP unit preventing the
rollers from turning. If there is any damage, replace the registration/MP tray drive assembly.

c. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly (Connector 21).

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
e. If the voltage is good, replace the motor.

f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5 (Connector 13).
g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS (24V ± 5%).
h. If the voltage from the LVPS type 5 board is abnormal, replace it.
Part number (110V): 5QJ83-60003


i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

3. Check the motor signal 3.3V from the main board PCA.
a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.
b. If the voltage is ~0V continually, check the wiring harness.
c. If the harness is OK, replace the main board PCA (ECB).

d. If the value is normal, replace the motor.
59.00.30, 59.00.40 Motor error

Fuser motor error.
● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.
● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.


2. If the customer is unable to clear the error, escalate the case for further support.
Support Process.
2. Check the fuser and fuser gear drive.
b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or
obstructions can not be cleared, replace the fuser drive.

3. If the fuser and gear drive are OK, check the fuser drive motor.

a. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly (Connector 10).

b. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
c. If the voltage is good, replace the motor.

d. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5 (Connector 17).
e. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).
f. If the voltage from the LVPS type 5 board is abnormal, replace it.


g. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA (ECB).

4. Check the motor signal 3.3V from the main board PCA.
a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.
b. If the voltage is ~0V continually, check the wiring harness.
c. If the harness is OK, replace the main board PCA (ECB).

d. If the value is normal, replace the motor.
59.1X.B0 Supply motor abnormal rotation

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.
● 57.10.B0 Black supply motor abnormal rotation.
● 59.11.B0 Cyan supply motor abnormal rotation.
● 59.12.B0 Magenta supply motor abnormal rotation.
● 59.13.B0 Yellow supply motor abnormal rotation.

59.1X.B0 Supply motor abnormal rotation 387

1. Check the toner cartridge initial seal. Shake and reinstall the toner.
1. Guide the toner cartridge initial seal. Shake and reinstall the toner.
Support Process.
1. Check the connecting of supply motor harness. Reconnect the harness.
2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.
Part number: 5QJ83-64002
3. If the same error occurs continuously, then replace the toner cartridge.
59.1X.C0 Supply motor error

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.
● 59.10.C0 Black supply motor error.
● 59.11.C0 Cyan supply motor error.
● 59.12.C0 Magenta supply motor error.
● 59.13.C0 Yellow supply motor error.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.
1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

Support Process.
1. Check the connecting of supply motor harness. Reconnect the harness.
2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.
3. If the same error occurs continuously, then replace the toner cartridge.
59.2X.D0 Developer motor abnormal rotation

The developer motor was activated, but it stops after a certain amount of time. The printer is a mono
model. The developer motor operates for a certain amount of time.
● 59.20.D0 Black developer motor abnormal rotation.
● 59.21.D0 Cyan developer motor abnormal rotation.
● 59.22.D0 Magenta developer motor abnormal rotation.
● 59.23.D0 Yellow developer motor abnormal rotation.

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.
2. If the same error occurs, turn the printer off, and then on.
2. If the same error occurs, turn the printer off, and then on.
3. If the problem persists, dispatch an onsite technician.
Support Process.

2. Check the motor harness connection. If there is paper or a foreign substance, remove it and
reconnect the motor harness.
3. Turn off the printer, remove and reinstall the OPC and development unit, and then turn the printer
on.
4. If the same error occurs, run the OPC motor without the OPC and development unit and check the
following:
a. If the motor operates and the same error does not occur, then replace the OPC or
development unit.
b. If the motor operates and the same error occur, then replace the related circuit.
c. If the motor does not run, then replace the motor or the related circuit.
59.2X.E0 Developer motor error

The developer motor was not activated, but the printer indicates that it is operating.
The developer motor was not activated, but the printer indicates that it is operating. The printer indicates
that the developer motor is operating when the motor has stopped. The copy, print, and fax services are
unavailable.
● 59.20.E0 Black developer motor abnormal rotation.
● 59.21.E0 Cyan developer motor abnormal rotation.
● 59.22.E0 Magenta developer motor abnormal rotation.
● 59.23.E0 Yellow developer motor abnormal rotation.

Support Process.
2. Check if the developer motor is operating.

3. If the same error occurs, replace the related circuit.
4. If the error persists, replace the motor.
NOTE: The copy, print, and fax services are unavailable when the error occurs.
59.00.F0
ITB engage motor error.
The motor that moves the ITB transfer 1 roller operates, but the position of the ITB transfer 1 roller does
not change.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.
2. Check the ITB engage motor.
a. Diagnose the ITB engage motor from the following menu.
Tests > Transfer > ITB Engage Motor
59.00.F0 391
NOTE: The service PIN for this printer is: 03078522.
PCA (J70).
ITB engage motor part number: JC93-00452A

59.05.50, 59.05.60
The black drum motor is operating, but the printer indicates that it is stopped.

Black drum motor part number: W9059-67001

2. Unplug Main-J70, and then plug it in again to the formatter.
3. Check the drum motor.
a. Remove the drum unit.
iii. Pull out the drum unit.

b. Diagnose the drum motor.
i. Run the diagnostics for the motor.
Tests > Drum > Black Drum Motor
to the PCA (Main-J70).
iii. Retest the motor. If the test fails, replace the motor.
Drum motor part number: JC31-00123G

4. If the error persists, replace the drum unit.
Black drum unit part number: W9059-67001

59.06.50, 59.06.60
The cyan drum motor is operating, but the printer indicates that it is stopped.

Cyan drum motor part number: W9027-67001
59.06.50, 59.06.60 395


Tests > Drum > Cyan Drum Motor

Cyan drum unit part number: W9027-67001

59.07.50, 59.07.60
The magenta drum motor is operating, but the printer indicates that it is stopped.

Magenta drum motor part number: W9027-67001


Tests > Drum > Magenta Drum Motor

Magenta drum unit part number: W9027-67001

59.08.50, 59.08.60
The yellow drum motor is operating, but the printer indicates that it is stopped.

Yellow drum motor part number: W9027-67001
59.08.50, 59.08.60 401


Tests > Drum > Yellow Drum Motor

Yellow drum unit part number: W9027-67001

59.09.00 CPR shutter motor error

The motor that moves the CPR shutter operates, but the position of the CPR shutter does not change.


2. Check the CPR shutter for any jammed paper or obstructions, and remove them if needed.
3. Check the CPR motor.
a. If the test fails, remove the motor from the printer without disconnecting the wires.
b. Rerun the motor test.
c. If the motor does not function correctly, replace the CPR shutter drive.

For instructions on removing and replacing automatic color registration (ACR) shutter motor,
see the Repair Service Manual for this product.
d. If the motor functions correctly when not connected to the printer, replace the main frame
Color Plane Registration (CPR) assembly.
CPR assembly unit part number: 5QJ90-60137

For instructions on removing and replacing CPR assembly, see the Repair Service Manual for
this product.
4. If the issue persists and the CPR drive has not been replaced, replace the CPR shutter drive.

For instructions on removing and replacing automatic color registration (ACR) shutter motor, see
the Repair Service Manual for this product.
59.0X.70, 59.0X.90 Motor error

Toner supply motor error.
● 59.05.70 The black toner supply motor operates, but the toner is not supplied.
● 59.06.70 The cyan toner supply motor operates, but the toner is not supplied.
● 59.07.70 The magenta toner supply motor operates, but the toner is not supplied.
● 59.08.70 The yellow toner supply motor operates, but the toner is not supplied.
● 59.05.90 Black toner motor error.
● 59.06.90 Cyan toner motor error.
59.0X.70, 59.0X.90 Motor error 405

● 59.07.90 Magenta toner motor error.
● 59.08.90 Yellow toner motor error.

2. Check the toner supply line.
c. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is
clog or blocked, open it.
IMPORTANT: Ensure that the toner supply shutter is back in the up position before
continuing.
3. Turn the printer off, and then on. Verify if the error is still present.
4. If previous checks are normal, check the toner dispense motor for the failing color.
a. While the test is running, listen for the motor to turn on and run.

b. If the motor test fails, measure the voltage on the failing color motor connector.
c. If 24V is measured on the connector, replace the toner motor.

d. If the 24V is not being supplied, check the 24V on Connector 13 to chassis ground on the main
board PCA from the LVPS type 5.
the LVPS. (24V ± 5%).
110V part number: 5QJ83-60003

220V part number: 5QJ83-60002

For instructions on removing and replacing LVPS fan, see the Repair Service Manual for this
product.
the main board PCA.

5. If the error persists, replace the main board PCA.

59.10.B0, 59.10.C0
The black toner dispense motor operates, but the toner is not supplied.
The copy, print, and fax services are unavailable.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.
Part number: W9130-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield
1. Turn the printer off, and then on to clear the error message.
59.10.B0, 59.10.C0 409

2. Check the toner cartridge initial seal. If it is attached, remove it. Shake and reinstall the toner.

b. Diagnose the toner dispense motor.
i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Black Toner
Dispense Motor.
section of this document.

a. Check the toner cartridge initial seal. If it is attached, remove it.

Part number: W9130-67007 SVC-HP LJ Blk Mngd Toner Crtg High Yield
59.11.B0, 59.11.C0
The cyan toner dispense motor operates, but the toner is not supplied.

Part number: W9131-67007 SVC-HP LJ Cyn Mngd Toner Crtg High Yield
59.11.B0, 59.11.C0 413


> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Cyan Toner
Dispense Motor.


Part number: W9131-67007 SVC-HP LJ Cyn Mngd Toner Crtg High Yield
59.12.B0, 59.12.C0
The magenta toner dispense motor operates, but the toner is not supplied.

59.12.B0, 59.12.C0 417

Part number: W9133-67007 SVC-HP LJ Mgn Mngd Toner Crtg High Yield

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Magenta Toner
Dispense Motor.


Part number: W9133-67007 SVC-HP LJ Mgn Mngd Toner Crtg High Yield
59.13.B0, 59.13.C0
The yellow toner dispense motor operates, but the toner is not supplied.

Part number: W9132-67007 SVC-HP LJ Ylw Mngd Toner Crtg High Yield
59.13.B0, 59.13.C0 421


> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Yellow Toner
Dispense Motor.


Part number: W9132-67007 SVC-HP LJ Ylw Mngd Toner Crtg High Yield
59.20.D0, 59.20.E0
The black developer motor was activated, but it stops after a certain amount of time.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.
2. Check the developer motor.
a. Remove the developer unit.
59.20.D0, 59.20.E0 425

iii. Pull out the developer unit.
b. Diagnose the developer motor.
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Black
Developer Motor.

to the PCA (J74).
Developer motor part number: JC31-00123B
3. Check the developer unit.
a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

b. Replace the developer unit.

59.21.D0, 59.21.E0
The cyan developer motor was activated, but it stops after a certain amount of time.


> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Cyan
Developer Motor.

to the PCA (J76).
(Main-J77).


59.22.D0, 59.22.E0
The magenta developer motor was activated, but it stops after a certain amount of time.

59.22.D0, 59.22.E0 431

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Developer > Magenta
Developer Motor.

to the PCA (J76).
(Main-J77).


59.23.D0, 59.23.E0
The yellow developer motor was activated, but it stops after a certain amount of time.


> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Yellow
Developer Motor.

to the PCA (J76).
(Main-J77).



60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.
This error can occur if the following exists:
● The left paper guide in the tray is not correctly set.
● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.
● If paper gets stuck between the tray and drive coupling at rear of tray opening.
60.00.02 or 60.01.02 437

1. Ensure that the tray width and length guides are set to the correct paper size being installed into

3. If the error persists, send a technician.

3. Check the tray lift mechanism.
a. Remove tray and examine the lift gear mechanism on the rear of the tray.
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
4. Check the Tray 2 pickup motor.

a. Diagnose the Tray 2 pickup motor.
i. Run the diagnostics for the motor:
Tests > Tray > Tray 2 > Tray 2 Pickup Motor.
to the PCA (J71).

Tray 2 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 2 pickup motor, see the Repair Service
5. Check the Tray 2 stack height sensor.
a. Diagnose the stack height sensor.
Tray > Tray 2 > Tray 2 Stack Height Sensor.
(J71).

Part number:
Tray 2 empty sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)
For Tray 2 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.
60.00.03 or 60.01.03
60.00.03 or 60.01.03 443



To learn the service mode pin number, see the Printer Service Information section of this
CPMD.
to the PCA (J71).

Tray 3 pickup motor: JC93-01083A

a. Diagnose the Tray 3 stack height sensor.
(J71).

Tray 3 stack height sensor: 0604-001393

Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)
for this product.
60.00.04 or 60.01.04 (DCF)



DCF Tray 4 part number: 5QJ98-61009

Tray 4 pickup motor: 5QJ90-64002

(DCF-CN502).


Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)
for this product.
60.00.04 or 60.01.04 (HCI)

the tray (Letter or A4). The arrow on the guide should line up exactly with the line connected to the
paper size designation. Ensure that the tray is not filled above the fill mark on the tray.
3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.


HCI Tray 4 part number: 5QJ98-61012

For instructions on removing and replacing Tray 4 HCI, see the Repair Service Manual for this
product.
4. Check the Tray 4 lift motor (HCI).
a. Diagnose the Tray 4 lift motor.
Tests > Tray > Tray 4 > Tray 4 Pickup Motor - Lift.

Tray 4 lift motor: JC31-00109A
5. Check the Tray 4 knockup home sensor.
a. Diagnose the Tray 4 knockup home sensor.
Tray > Tray 4 > Tray 4 Knockup Home Sensor.
ii. Cover the sensor to check the reading value changes. (Move the shift plate).
(HCIsub-CN3).

HCI Gate solenoid home sensor: 0604-001393
6. Lift the Tray 4 shift plate home sensor.
a. Diagnose the Tray 4 shift plate home sensor.
Tray > Tray 4 > Tray 4 Shift Plate Home Sensor.
ii. Cover the sensor to check the reading value changes. (Move the shift plate).
(HCIsub-CN2).

HCI Gate solenoid home sensor: 0604-001393
7. Check the Tray 4 stack height sensor (HCI).
(HCI-CN502).

Tray 4 stack height sensor part number: 0604-001393

For Tray 4 stack height sensor instructions, see the Repair Service Manual for this product.
60.00.05 or 60.01.05 (DCF)



DCF Tray 5 part number: 5QJ98-61007

Tray 5 pickup motor part number: 5QJ90-64002

(DCF-CN501).


Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)
for this product.
60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05

The Tray 4 shift sensor or shift motor is in a faulty or abnormal state.

1. Open Tray 4 HCI and remove any jammed paper found.


4. Check the Tray 4 paper shift motor.
a. Diagnose the Tray 4 shift motor (M201).
Tests > Tray > Tray 4 > Tray 4 Shift Motor.

Tray 4 shift motor part number: JC31-00125A

For Tray 4 shift motor instructions, see the Repair Service Manual for this product.
60.03.0z Tray gate failure

Media input source gate malfunction problem. The printer detected an abnormal operation of the gate
unit in tray (optional cassette). This error occurs at the time that the printer has a gate solenoid
operation. The gate sensor or gate solenoid is in a faulty or an abnormal state.
60.03.02 Media input source Tray 2 gate malfunction

1. Open the tray, remove media, and then check for any debris or items that could be interfering with
the solenoid lever guide.
2. Replace media, and adjust guides to the desired size. Make sure the media size guides (especially
the rear media size guide) are against the media. Then close the tray.
2. Replace media, and adjust guides to the desired size. Make sure the media size guides (especially
the rear media size guide) are against the media. Then close the tray.
3. If the error persists, escalate the case for further support.
60.03.0z Tray gate failure 465

1. An error occurred when paper sheets are shifted (shift solenoid or solenoid senser).
3. Check if there is any problem with the shift solenoid and solenoid sensor. Then close the tray.
4. If the error persists, escalate the case for further support.
60.03.04
The Tray 4 gate sensor or gate solenoid is in a faulty or abnormal state.


3. Check the Tray 4 gate solenoid home sensor.
a. Diagnose the Tray 4 gate solenoid home sensor.
i. Run the diagnostics for the solenoid:

Tray > Tray 4 > Tray 4 Gate Solenoid Home Sensor.
solenoid to the PCA (HCIsub-CN4).
Tray 4 gate solenoid home sensor: 0604-001393

4. Check the Tray 4 shift gate solenoid.

a. Diagnose the Tray 4 shift gate solenoid.
Tests > Tray > Tray 4 > Tray 4 Shift Gate Solenoid.
And check the solenoid sound.
solenoid to the PCA (HCIsub-CN6).

b. Retest the solenoid. If the test fails, replace the solenoid.
Tray 4 shift gate solenoid: JC33-00031B

For instructions on removing and replacing Tray 4 shift gate solenoid, see the Repair Service

61.00.00
Connection between the HP formatter and the engine control board was lost.

2. Update the firmware to the latest available on hp.com.
3. If the error persists, turn the printer off and remove the back covers.
4. Reseat the RJ45 LAN cable on the formatter.
5. Reseat the HDMI cable on the formatter.
6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.
7. Reseat the internal LAN cable on the formatter.
8. If the error persists, gather the event log and diagnostic JDP files about the printer and elevate the
case using the Standard Support Process.
61.00.01
A hardware-related failure has been detected by the engine.


seated.
61.00.06
Connection Between Formatter and Engine lost because of the response time out

seated.

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

2. Check all connectors on the formatter. Reseat them if necessary.
3. Upgrade the printer firmware.
4. If the error persists, print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.
NOTE: To access the EWS, open a web browser, and in the address line, enter the printer IP
address.

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.
Recommended actions for customers

2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.
4. Ensure there are no other devices using the same voltage circuit that may be affecting the power
(110V/ 220V).
5. Make sure all internal components are fully seated and making good contact.
6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully
seated and the connectors are not damaged.
63.00.02, 63.00.03, 63.00.04, or 63.00.05 Imaging drum unit error

The printer cannot read the resistance value of the charger in the imaging drum unit.
An error occurred when installing or connecting the imaging drum unit due to contaminating or damage
of the high voltage contact point.
Possible causes:
● The imaging drum unit is not installed.
● The CRUM data is not detected.
● The machine can’t read the charger resistance of the imaging drum unit.

Recommended action for call-centeragents and call-center agents
2. Check the imaging drum unit for the failing color.
a. Open the front and right cover.
Recommended actions for call-center agents and onsite technicians 473

c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace
the imaging drum unit as needed.
Part number:
for this product.
d. Check the metal imaging drum unit contact and printer contact for dirt, dust or debris. Clean
contacts as needed.
e. Reinstall the imaging drum unit.
f. Reinstall the toner collection unit and close the front and right covers.
3. Turn the printer on and test the printer.
4. If the error persists, replace the failing imaging drum unit.
Part number:
For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.
5. If the error persists after all troubleshooting is performed, elevate the issue using the Standard
Support Process.

63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error
The developer unit has a problem with toner supply or sensor calibration.
63.00.06 Yellow developer unit
63.00.07 Magenta developer unit
63.00.08 Cyan developer unit
63.00.09 Black developer unit

2. Check the printer for the following.
● If the 63.00.06, 63.00.07, 63.00.08 or 63.00.09 error was preceded by a 63.00.3B,

63.00.3D, 63.00.3F, or 63.00.41, then follow these instructions.
a. Open the Service menu.
b. Use the Find field to search for the Drum Motor service code for the affected color.
c. From the found Drum Motor service code screen, press Start, run for 20 seconds, and
then press Stop.
d. Repeat the Drum motor test approximately 3 to 4 times, then turn the printer off, and then
on.
e. If the printer does not come ready, continue troubleshooting with the following steps.
● If the error was not proceeded by 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41, then
continue with the following troubleshooting steps.
4. Open the front cover.
5. Remove the toner collection unit.
63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error 475

6. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is clog
or blocked, open it.
IMPORTANT: Make sure that the toner supply shutter is back in the up position before continuing.
7. Install the toner collection unit. Close the front cover.
8. Turn the printer off, and then on. Verify if the error persists.
9. If the error persists, remove and reinstall the developer unit.
10. If the error persists, replace the developer unit for the error reported.
11. If the error persists, check the toner dispense motor for the failing color.
a. While the test is running, listen for the motor to turn on and run.

b. If the motor test fails, measure the voltage on the failing color motor connector.
c. If 24V is measured on the connector, replace the toner motor.

For instructions on removing and replacing toner motor, see the Repair Service Manual for
this product.

d. If the 24V is not being supplied, check the 24V on Connector 13 to chassis ground on the main
board PCA from the LVPS type 5.
the LVPS. (24V ± 5%).
Part number (110V LVPS): 5QJ83-60003

Part number (220V LVPS): 5QJ83-60002

the main board PCA.


product.
63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-
voltage power supplied to the transfer roller.
There is an error in the resistance value of the transfer roller.
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

1. Open the side cover.
2. Remove and reinstall the transfer roller.
3. If the error persists, replace the transfer roller.
Trays 2-x rollers part number: 5PN66-67001

For instructions on removing and replacing transfer roller, see the Repair Service Manual for this
product.
4. If the error persists, replace the high voltage power supply (HVPS).
HVPS part number: JC44-00212D

For instructions on removing and replacing high voltage power supply, see the Repair Service
63.00.0B
The printer stopped operating because the temperature of the CPU is too high.
The temperature of the CPU is more than the permitted value.
63.00.0A 479
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.
2. Wait for the printer to cool, then turn on.
2. Wait for the printer to cool down, then turn it on.
3. If the error persists, turn the printer off.
a. Remove the rear cover.
b. Replace the main board PCA.

product.
NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

Figure 6-18 Connector 26 on the main board PCA
4. Assemble the rear cover and turn the printer on.
63.00.17, 63.00.18, 63.00.19, or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).
The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

63.00.17, 63.00.18, 63.00.19, or 63.00.1A 481

b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

product.
NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

4. Assemble the rear cover and turn the printer on.
63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK).
The TPM is not installed or an incorrect TPM is installed.

63.00.1B 483
b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.
3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK
board.
63.00.20
An error occurred in the 24V power line.

2. Check the 24V power line to chassis ground on the main board PCA from the LVPS type 5.

3. If the 24V power line is abnormal, disconnect the cable and test the voltage on the cable connector
from the LVPS. (24V ± 5%).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.


63.00.22
An error occurred in the 5V power line.

2. Check the 5V power line to chassis ground on the main board PCA from the LVPS type 5.
63.00.22 487
3. If the 5V power line is abnormal, disconnect the cable and test the voltage on the cable connector
from the LVPS. (5V ± 5% ).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.


63.00.23
The heater control relay operates incorrectly.

2. Remove and reinstall the fuser unit.
3. Turn the printer on.
4. If the error persists, replace the fuser unit.

63.00.29, 63.00.2A, 63.00.2B, 63.00.2C

The H Sync signal of the laser/scanner is abnormal.
63.00.29: The yellow H Sync signal of the laser/scanner is abnormal.
63.00.2A: The magenta H Sync signal of the laser/scanner is abnormal.
63.00.2B: The cyan H Sync signal of the laser/scanner is abnormal.
63.00.2C: The black H Sync signal of the laser/scanner is abnormal.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.
LSU part number: 5QJ83-60001
63.00.23 489
2. Check the laser scanner unit (LSU).
■ Disconnect and reconnect both ends of the wire harness from the unit to the PCA (J81).
3. If the error persists, replace the laser scanner unit (LSU).

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual for
this product.

63.00.2D
The operation of the LSU shutter is abnormal.

reported.
2. Check the LSU shutter sensor.
a. Diagnose the LSU shutter sensor.
LSU > LSU Shutter Open Sensor.
LSU > LSU Shutter Close Sensor.
ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J81).
63.00.2D 491
LSU part number: 5QJ83-60001 (Upper part)

3. Check the laser scanner unit (LSU) shutter motor.
a. Diagnose the LSU shutter motor.
Tests > LSU > LSU Shutter Motor.
An check the motor sound.
to the PCA (J5).


63.00.2E, 63.00.2F, 63.00.30, or 63.00.31

The laser scanner unit (LSU) motor error.

reported.
1. Turn the printer off, and then on to clear the error message
63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 493

2. Check the LSU motor.
a. Diagnose the LSU motor.
Tests > LSU > LSU Motor.
An check the motor sound.
to the PCA (J81).
b. Retest the motor. If the test fails, replace the LSU.

3. Turn the printer off, and then on. Check for the LSU motor operation sound during warming up.
Support Process.
● If the LSU motor does not make a sound, skip to the next step.
● If the LSU motor makes sound, complete these troubleshooting steps:
a. Touch Start, and then touch Get Status. Wait for five seconds and touch Get Status again.
Check if the status has changed as follows: Execute to Low to High.
b. If the status does not change, the motor ready signal is abnormal. Replace the laser
scanner unit.
Laser scanner unit part number: 5QJ83-60001
For instructions on removing and replacing laser scanner unit, see the Repair Service
4. If the LSU motor does not make sound, complete these troubleshooting steps:
a. Turn the printer off, and remove the power cord.
b. Remove the back and the left side covers.
c. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner and the Connector
7 on the main board PCA.
NOTE: Before unplugging the LSU harness, the printer must be turned off and the power cord
must be removed.
63.00.33 or 63.00.34
The laser scanner unit (LSU) motor error.
63.00.33 The H-Sync signal of the laser/scanner unit is abnormal.
63.00.34 The H-Sync signal of the laser/scanner unit is abnormal.
63.00.33 or 63.00.34 495

Support Process.
1. Turn the printer off, and then on. Check for the laser scanner unit (LSU) motor operation sound
during warming up.
● If the LSU motor does not make a sound, skip to the next step.
● If the LSU motor makes sound, complete these troubleshooting steps:
a. Touch Start, and then touch Get Status. Wait for five seconds and touch Get Status again.
Check if the status has changed as follows: Execute to Low to High.
b. If the status does not change, the motor ready signal is abnormal. Replace the LSU.
For instructions on removing and replacing laser scanner unit, see the Repair Service
c. Disconnect and reconnect the flat flexible cable (FFC) on the LSU and the Connector 7 on the
main board PCA.
CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace it.
e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

f. If the LSU FFC is ok, replace the LSU.

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.

For instructions on removing and replacing main board PCA, see the Repair Service Manual for this
product.
63.00.35
The laser/scanner unit is not detected.

Support Process.
2. Check whether the laser scanner unit (LSU) motor operates.
c. Disconnect and reconnect the flat flexible cable (FFC) on the LSU and the Connector 7 on the
main board PCA.
CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace it.
e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

f. If the LSU FFC is ok, replace the LSU.

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.
g. If the error persists, reinstall the original LSU, and then replace the main board PCA.

For instructions on removing and replacing main board PCA, see the Repair Service Manual
for this product.
4. If the LSU motor makes sound, replace the LSU.
LSU part number: JC97-04010A

this product.
63.00.36, 63.00.37, or 63.00.38

The laser scanner unit (LSU) temperature sensor error.
63.00.36: The LSU temperature sensor detects a value beyond its permitted range.
63.00.37: The LSU temperature sensor has a short circuit.
63.00.38: The LSU temperature sensor has an open circuit.

reported.
2. Check the laser scanner unit (LSU).

■ Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J81).
3. If the error persists, replace the laser scanner unit (LSU).

this product.
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41

The developer unit has a problem with toner supply or sensor calibration.
63.00.3B Yellow developer T/C sensor failure
63.00.3D Magenta developer T/C sensor failure
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 501

63.00.3F Cyan developer T/C sensor failure
63.00.41 Black developer T/C sensor failure

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001
2. Check the event log report.
a. Print the event log report from the following menu.
Path: Maintenance > Troubleshooting > Event log
b. Check if there is 10.xx.xx or 59.xx.xx code.

c. If there is, follow the guide of 10.xx.xx or 59.xx.xx.
3. Check if the developer unit connector (4 pin) is connected correctly. Check if the pin is deformed. If
the connector is damaged, replace the developer unit.
Part number:
Yellow: 5PN58-67001
Cyan: 5PN60-67001
Black: 5PN57-67001

a. Check the toner concentration sensor in the developer unit.
b. Reinstall the developer unit.
c. Replace the developer unit as needed.
Part number:
Yellow: 5PN58-67001
Cyan: 5PN60-67001
Black: 5PN57-67001
For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.
4. Check the HVPS.
a. Rub the test page by hand. If there are any palpable unfixed particles, check the HVPS.

b. Check if HVPS contact points (OUT101 ~ OUT1051) are connected normally. If the error persists,
reinstall HVPS.
c. Print a page. If its print quality is not good, replace HVPS.
HVPS part number: JC44-00237D

For instructions on removing and replacing HVPS, see the Repair Service Manual for this
product.
63.00.44, 63.00.45, 63.00.46 or 63.00.47

The eraser lamp does not turn on.
63.00.44 Yellow eraser failure
63.00.45 Magenta eraser failure
63.00.46 Cyan eraser failure
63.00.47 Black eraser failure

Support Process.
2. Check the eraser LED.
a. Open the right side cover.
63.00.44, 63.00.45, 63.00.46 or 63.00.47 505

b. Run test for the failing color.
c. Make sure that the erase LED comes on.
3. If the LED is off, check the following.
a. Disconnect and reconnect the wiring harness between the erase LED and Connector 31 on
the main board PCA. If the wire harness is damaged, replace the cable harness.
b. If the wire harness is OK, check the voltage and signal to the erase LED.
i. Measure the voltage to chassis ground on Connector 12.

ii. The voltage measurements should read as follows.
c. If the voltage measured is normal, replace the imaging drum.

d. If the voltage measured is abnormal, replace the main board PCA.
Part number: 3SJ00-60004

product.
4. If the error persists, replace the imaging drum.
63.00.49 LSU Laser Diode error

Light power degradation or no power due to burnt laser scanner unit (LSU) laser diode.

2. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner unit (LSU) and the
formatter to check if the FFC connection works.
3. If the FFC is defective, replace it.
4. If the FFC is ok and the error persists, replace the LSU.
63.00.5Z Prefeed sensor error

After picking up the media from tray, the media didn't reach the prefeed sensor after a certain period
of time, and the media was detected in the registration sensor. Prefeed sensor failure or poor harness
contact of the prefeed sensor.
63.00.50 Tray 2
63.00.51 Tray 3
63.00.52 Tray 4
63.00.53 Tray 5
63.00.54 Tray 6


Support Process.
2. Replace the prefeed sensor indicated by the error.
63.4D.01
Engine firmware crash in the portability layer.
These errors are typically followed by a 61.00.06 error.

2. Please upgrade the firmware to 4.6.1 or newer.
3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.
63.4D.02
Engine firmware crash in an uncontrolled area.
These errors are typically followed by a 61.00.06 error.


2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

64.01.01
Imaging ASIC card not detected

2. Remove the formatter cover.
3. Disconnect the external +5v cable from the accelerator board and secure it.
Search for the following document on WISE to see procedure and information: HP LaserJet
Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - Accelerator Card
No Longer Requires External +5v Connection (c06294749).
4. Remove and reseat the accelerator board.
5. If the error persists, replace the accelerator PCA.
Part number: 6HN30-67001

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.
64.01.02
Imaging ASIC card detected, but not supported in this device


3. Remove the accelerator board from the formatter.
64.01.03
Imaging ASIC card memory failure

5. If the error persists, replace the accelerator PCA.
Part number: 6HN30-67001

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.
64.01.04
Imaging ASIC card general error


5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
64.01.05
Imaging ASIC card assertion failure

64.01.06


64.01.07

64.01.08
Fan had to be restarted

64.01.09
Fan had to be restarted, but failed

64.03.04
ASIC socket error
This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd
core.

For the steps to perform a Format Disk procedure, go to: HP Enterprise, HP Managed - Perform a
Partial Clean or Format Disk to reset the printer (c03398779).
65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.
Recommended action
contactHP.
2. Verify the output accessory is correctly connected to the printer.
4. If the error persists, contact HP support at www.hp.com/go/contactHP.
65.00.A1 (Inner)
The printer lost communication with the finisher.
1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.
b. Use the release lever to slide the inner finisher away from the printer.

d. Inspect the areas for paper jams.
e. Check the finisher for any damaged or loose parts, and remove any obstructions.
2. Check the inner finisher interface cables and ensure they are seated correctly.


3. If the customer says the error has not been resolved, send a technician to check.


3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.
5. If the error persists, replace the inner finisher PCA.
Inner finisher PCA part number: 6GW49-60001

66.* errors
Errors in the 66.* family are related to output accessories.
66.* errors 521

Recommended action
contactHP.
2. Verify the output accessory is correctly connected to the printer.
3. If the error persists, replace the output accessory.
66.40.84 (Inner)
Punch home sensor failure.

2. Retest for checking the status.
3. If the error persists, have a service technician prepare the following parts before customer visit.
NOTE: Make sure different punch units are provided depending on the area of use.
Part number:
● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001
● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

2. Check the punch home sensor.
a. Diagnose the sensor.
Inner Finisher > Punch > Punch home sensor
NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.
ii. Check the reading valule changes of the sensor.
(Inner-rear joint).
NOTE: Make sure that different types of punch units are provided depending on the area of
use.
Part number:
● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001
66.60.25 (Inner)
The inner finisher experienced a paper-holding-lever unit failure.
66.60.25 (Inner) 523

1. Open and then close the finisher door.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.






5. Remove all paper from the finisher output bin, and then ensure that the paper holder levers are not
obstructed.
6. Check the paper holding solenoid.
a. Diagnose the solenoid.
Tests > Finisher > Output tray > Paper holding solenoid
And check the solenoid sound.
CPMD.
solenoid to the PCA (Inner-paper holding solenoid).

Paper holding solenoid part number: JC33-00037A

7. Check the output tray paper holding sensor.
Inner finisher > Output tray > Output tray paper holding sensor
CPMD.
ii. Check the reading value changes of the sensor.
(Inner-front).

b. Replace the sensor as needed
Output tray paper holding sensor part number: 0604-001393
66.60.28 (Inner)
The rear tamper unit has experienced an error.
66.60.28 (Inner) 533


2. Check the tamper obstructions and remove them.
Inner Finisher: Recommended action for call-center agents
Inner Finisher: Recommended action for call-center agents 535


4. If the error still persists, dispatch an onsite technician with the following part.
Rear tamper assembly part number: JC82-00900A
Inner Finisher: Recommended action for onsite technicians
Support Process.
1. Open and then close the door of the finisher.
Inner Finisher: Recommended action for onsite technicians 537



5. Close the covers and slide the inner finisher into place.
7. Check the rear tamper motor.
a. Diagnose the motor.
Tests > Finisher > Tamper > Rear tamper motor
CPMD.
to the PCA (Inner-rear).

Rear tamper motor part number: JC93-01001A

8. Check the rear tamper home sensor.
Inner finisher > Tamper > Rear tamper home sensor
(Inner-rear).
Rear tamper home sensor part number: 0604-001393

66.60.30 (Inner)
Output tray motor failure.

3. If the error persists, have a service technician prepare the following part before customer visit.
Output tray motor part number: JC31-00178B
2. Check the output tray motor.
Tests > Finisher > Output tray > Output tray motor
to the PCA (Inner-front).

Output tray motor part number: JC31-00178B

3. Check the output tray motor sensor.
Inner finisher > Output tray > Output tray motor sensor
(Inner-front).
Output tray motor sensor part number: 0604-001393


66.60.32 (Inner)
Paper holding sensor failure.

3. If the error persists, have a service technician prepare the following part before customer visit.
Paper holding kit (paper holding solenoid and paper holding sensor) part number: JC90-01314A
Inner finisher > Output tray > Output tray paper holding sensor
(Inner-front).

Output tray paper holding sensor: 0604-001393

66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner),

66.80.04 (Inner)
The paddle unit of the finisher experienced an error.
66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner), 66.80.04 (Inner) 545
f. Check the finisher for any damaged or loose parts and remove any obstructions.


4. If the error persists, dispatch an onsite technician with the following part.
Main paddle motor part number: JC93-01001A
Support Process.


3. Open and then close the finisher door to check if the finisher executes the initialization process.
4. Test the finisher by sending another job.
5. Check the main paddle motor.

Tests > Finisher > Paddle > Main paddle motor
CPMD.
ii. Check the sound of the motor for any irregularity.
iii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Front).
Main paddle motor part number: JC90-01331A

6. Check the main paddle home sensor.
Inner finisher > Paddle > Main paddle home sensor

(Inner-Front).
Main paddle home sensor part number: 0604-001393

66.60.81, 66.60.82 (Inner)

Output tray top of stack sensor failure.

2. If the error persists, check the paper holding solenoid.

a. Diagnose the solenoid.
Tests > Finisher > Output tray > Paper holding solenoid
CPMD.
ii. Check the sound of the solenoid for any irregularity.
iii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-Paper holding solenoid).
Paper holding solenoid part number: JC33-00037A

3. Check the output tray lower limit sensor.
Inner finisher > Output tray > Output tray top of stack sensor
CPMD.
ii. Check the reading valule changes of the sensor.

(Inner-front).
Output tray top of stack sensor: JC82-01039A

66.60.83 (Inner)
Ejector2 motor failure.
1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .
Table 6-4 Sub-ejector paddles
Item Description
1 Paddle in correct position
2 Paddle out of position

Item Description
Item Description

Table 6-6 Sub-ejector paddles (continued)
Item Description
3. Check the Ejector 2 motor.
Tests > Finisher > Ejector > Ejector2 motor
to the PCA (Inner-Ejector).
b. Retest the motor. If the test fails, replace the ejector.
Ejector part number: SS456-61001


4. Check the Ejector 2 motor sensor.
Inner finisher > Ejector > Ejector 2 motor sensor
(Inner-Ejector).
Ejector 2 motor sensor part number: 0604-001393

66.60.84 (Inner)
End fence sensor did not detect paper.
66.60.84 (Inner) 557

1. Open the top cover and inspect the areas for paper jams or obstructions.

3. If the error persists, check the end fence sensor.
Inner finisher > End fence > End fence sensor
iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Inner-Rear).

End fence sensor part number: 0604-001381

66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner)

The finisher experienced an ejector failure.


2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.


4. If the customer says the error has not been resolved, send a technician with the following part.
Ejector assembly part number: SS456-61001
Support Process.


3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.
4. Check the finisher for any damaged or loose parts, and remove any obstructions.
5. Locate the two metal ejectors (Callout 1), and check for either deformed ejectors (Callout 2) or
correctly formed ejectors (Callout 3).
Figure 6-23 Location of metal ejectors

Figure 6-24 Deformed metal ejector
Figure 6-25 Metal ejectors in correct shape
a. If one or both of the metal ejectors are deformed, perform the following steps.

b. Remove the screw that secures the sub paddle shaft assembly in place, and then lift the
assembly up as shown in order to gain access to the deformed metal ejector that is stuck on
the shaft.
c. Push down on the deformed metal ejector to reshape it to a square shape. The objective is to
have 90-degree corners as shown.
d. Put the inner finisher back together and test it by making 50 copies of two blank pages with
two staples on the center.
6. If the error persists, proceed to troubleshoot with the following steps.

7. Check the Ejector 1 motor.
Tests > Finisher > Ejector > Ejector 1 motor
to the PCA. (Inner-ejector)
b. Retest the motor. If the test fails, replace the ejector.
Ejector part number: SS456-61001

8. Check the Ejector 1 home sensor.

Inner finisher > Ejector > Ejector 1 home sensor
(Inner-ejector).
Ejector 1 home sensor part number: 0604-001393

66.80.08 (Inner)
The inner finisher paper support unit experienced an error.
1. Check the inner finisher exit tray and remove any paper or obstructions.


3. Check the inner finisher for any damaged or loose parts.
Recommended action for call-center agent

Recommended action for call-center agent 573

Rear paper support assembly part number: JC90-01311A
Support Process.


f. Check the paper support.
5. Check the paper support motor.

Tests > Finisher > Paper support > Paper support motor
CPMD.
to the PCA (Inner-rear).
Paper support motor part number: JC90-01312A

6. Check the paper support home sensor.
Inner finisher > Paper support > Paper support home sensor
CPMD.

(Inner-rear).
Paper support home sensor part number: 0604-001393

66.80.27 (Inner)
The front alignment tamper experienced an error in the inner finisher output device.
1. Check the exit tray of the inner finisher and remove any paper or obstructions.




5. If the error persists, dispatch an onsite technician with the following part.
Front tamper unit assembly part number: JC82-00899A


5. Test the finisher by sending another job.
6. Check the front tamper motor.
Tests > Inner finisher > Tamper > Front tamper motor
to the PCA (Inner-Front).

Front tamper motor part number: JC93-01001A

7. Check the front tamper home sensor.
Inner finisher > Tamper > Front tamper home sensor
(Inner-Front).

Front tamper home sensor part number: 0604-001393

66.80.36 (Inner)
Stapler motor error.


Recommended action for call-center agent

Recommended action for call-center agent 589

Stapler position motor part number: JC93-00999A
1. Check the stapler position motor.
Tests > Finisher > Stapler > Stapler position motor
to the PCA (Inner-Rear Joint).
Stapler position motor: JC93-00999A

2. If the error persists, replace the stapler unit.
Stapler unit part number: 6GW49-60003
66.80.46 (Inner), 66.80.84, 66.80.85, 66.80.86

Stapler sensor failure.

● 66.80.46: Stapler front sensor failure.
● 66.80.84: Stapler mid-front sensor failure.
● 66.80.85: Stapler mid-rear sensor failure.
● 66.80.86: Stapler rear sensor failure.
1. Check that the stapler unit shipping/retaining screw has been removed.
Recommended action for agents

3. If the error persists, check if the staple cartridge green handle stuck inside the inner finisher.
4. Check the stapler position motor.
Tests > Inner finisher > Stapler > Stapler position motor
to the PCA (Inner-Rear Joint).
Stapler position motor part number: JC93-00999A


5. Check the stapler sensor indicated by the error message and run the diagnostic test on the sensor.
The steps below apply to any of the four sensors.
Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors
> Inner finisher > Stapler > Stapler front sensor (or Stapler mid-front sensor or Stapler
mid-rear sensor or Stapler rear sensor)
iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(Inner-Rear Joint)
Part number:
Stapler front sensor: 0604-001393
Stapler mid-front sensor: 0604-001393
Stapler mid-rear sensor: 0604-001393
Stapler rear sensor: 0604-001393
66.80.84, 66.80.85, 66.80.86 (Inner)

The paddle unit of the finisher experienced an error.
66.80.84, 66.80.85, 66.80.86 (Inner) 593



1. Open and then close the door of the finisher.


4. If the customer says the error has not been resolved, dispatch an onsite technician.
1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock
screw installed.
a. Check if shipping screw is present.
b. If the customer reports that the 66.80.46 error appears on the control panel and is
accompanied by a loud buzzing noise, ask the customer or technician to open the front door
of the inner finisher, check the stapler position, and see if the staples cartridge is stuck inside
the path of the stapler.

c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher front cover, free the stapler
by pushing in the staple cartridge, and then reinstall the front cover.
The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.84, 66.80.85, or 66.80.86 error does not appear on the control panel and if
there is no buzzing noise, the inner finisher can be considered fixed.
2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting
with the following steps.
3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the
staples are correctly formed. Clear any damaged staples and remove the current sheet of staples
from the cartridge if needed.


5. If the error persists, check the finisher stapler position sensor 1, 2, 3, 4 (S2).
a. Open the following menus:
● Support Tools
● Service
NOTE: The service PIN for this printer is: 03078522.
● Advanced Service
● Advanced Diagnostics
● Sensors or Component Tests, depending on tested part.
b. Run tests 113-0491 and 113-0492 to diagnose stapler position sensors.

c. During the sensor test, move the stapler back and forward to change the sensor value.
d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire
harness from the stapler position sensor to the finisher rear joint PCA.
e. Retest the sensors. If the sensors still do not function, replace the sensor unit as needed.

6. If the error persists, check the stapler position motor (M1).
a. The stapler motor (M1) should move forward and backward.
b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

7. If the error persists, replace the entire inner finisher.
Inner finisher kit part number: 6GW49-67002

67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input
tray. The printer and the tray are not communicating.

Recommended action
1. Check the connections between the PCA in the input device and the PCA in the printer.
2. Replace damaged connectors, if possible.
3. If the connector is damaged on the PCA, replace the appropriate PCA.
67.0E.01
Optional exit unit is not installed.

Support Process.
1. Check if the Exit 2 unit is installed.
2. Check the exit sensor on the Exit 2 unit.
a. If the test fails, disconnect and reconnect the wire harness connection on the Exit 2 unit and
Connector 1 on the main board PCA.
b. If the wire harness is ok, check if the sensor arm moves freely. If it does not, replace the
sensor actuator parts.
Actuator bin full output part number: JC66-04339A

Actuator lever output full part number: JC66-042278A
Actuator lever part number: JC66-042218A
3. If the error persists, replace the main board PCA engine controller board.


70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Formatter (ECB) depending on
your printer.



2. Replace the DC controller or the Formatter as needed.

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external EMMC.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.
2. Try another network cable.
3. Reload the printer firmware.
Recommended action for call center agents

Call center agent actions for 80.* errors.
3. If the error persists, perform a Partial Clean procedure using the Preboot menu.
NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .
a. Turn the printer on.
b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.
c. Press the down arrow button to highlight Administrator, and then press the OK button.
d. Press the down arrow button to highlight Partial Clean, and then press the OK button.
e. Press the OK button again.
f. Press the back button once to highlight Continue, and then press the OK button.
g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.
NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .
a. Turn the printer on.
b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.
c. Press the down arrow button to highlight Administrator, and then press the OK button.
d. Press the down arrow button to highlight Format Disk, and then press the OK button.
e. Press the OK button again.
f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.
g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.
5. If the error persists, dispatch an onsite technician (no replacement parts required).

81.* errors

Customer actions for 80.* errors.
Recommended action
81.* errors 605

3. For 82.* errors, reload the printer firmware.
4. Replace the formatter.

82.* errors


3. For 82.* errors, reload the printer firmware.
4. Replace the formatter.
82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.
Recommended action
82.73.46, 82.73.47
An EMMC or compact flash disk cleaning failed.
This error is usually caused by a failure of the disk hardware.

1. Turn the product off, and then on.
2. Use the Format Disk item in the Preboot menu.
(ish_4502973-4502949-16) - .
3. Reload the firmware.

90.* errors
Errors in the 90.* family are related to the control panel.


1. Turn the printer off by holding down the Power button for at least 10 seconds.
2. Check the connectors on the control panel. Reseat them if necessary.
3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

2. Download and install the latest firmware.

2. Download and install the most current version of the firmware.
(ish_4502973-4502949-16) - .
98.00.01
Unable to access NVRAM.



2. Disconnect J10 and connect it again (J10).
3. If the error persists, replace the formatter.
98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

(ish_4502973-4502949-16) - .

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

2. Download the firmware again, and then attempt the upgrade again.
(ish_4502973-4502949-16) - .
98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.
Recommended action
2. Make sure the printer is running the most current version of firmware.
3. Rerun the file erase function.

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.
2. If the error persists, try using the USB upgrade method.
Recommended action for call-center agents onsite technicians

1. Make sure the connection to the network is good, and then try the upgrade again.
2. Try using the USB upgrade method.
3. If the error persists, run the Format Disk process from the Preboot menu.
(ish_4502973-4502949-16) - .
4. If the error persists, replace the EMMC.
NOTE: Do NOT replace the formatter board; it will not resolve the issue.
99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.
This is a CRC error in the firmware image (bad image).
Recommended action
■ Download the firmware upgrade file, and then attempt the upgrade again.
99.00.02 Upgrade not performed timeout during receive

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.
99.* errors 611

Recommended action
The most common cause is an issue with the network environment.
1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.
NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.
2. If the error persists, use the USB upgrade method.

The issue is an I/O timeout when reading the header.
Recommended action
upgrade again.
connection.

The issue is an I/O timeout when reading image data.
Recommended action
upgrade again.

connection.
99.00.09 Upgrade canceled by user

The RFU was canceled.
Recommended action
■ Resend the remote firmware upgrade (RFU).

The RFU was canceled when reading the header number and size.
Recommended action

The RFU was canceled when reading the rest of the header, after reading the header number and size.
Recommended action
99.00.12 Upgrade not performed the file is invalid

The header number is 1, but the header size does not match version 1 size.
Recommended action
1. Download the remote firmware upgrade (RFU) file again.
Make sure that you download the file for the correct printer model.
2. Resend the RFU.

The header number is 2, but the header size does not match version 2 size.
99.00.09 Upgrade canceled by user 613

Recommended action
2. Resend the RFU.

The file is invalid.
Recommended action
2. Resend the RFU.
99.00.2x
There is a compatibility issue with the firmware.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.00.20 (event log)
The bundle is not for this product.
● 99.00.21 (event log)
The bundle is not signed with the correct signature, or the signature is invalid.
● 99.00.22 (event log)
The bundle header version is not supported by this firmware.
● 99.00.23 (event log)
The package header version is not supported by this firmware.
● 99.00.24 (event log)
The format of the bundle is invalid.
● 99.00.25 (event log)
The format of the package is invalid.
● 99.00.26 (event log)
A CRC32 check did not pass.
● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.
Recommended action
1. 99.00.27 only: Turn the product off, and then on.
2. Download the correct firmware file, and then resend the firmware upgrade.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware VersionsFor the more
information, go to: HP Enterprise, HP Managed - Update the printer firmware.
3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).
99.01.xx
A firmware install error has occurred.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.01.00
● 99.01.10
● 99.01.20
● 99.01.21
Recommended action
■ Reload the firmware.
Firmware update steps,
99.02.01
Firmware installation was successful.
Recommended action
99.02.09
Firmware upgrade cancelled by user.
Recommended action

99.07.20 Fax error

Fax card communication error.
2. Open the back cover.
3. Reseat the Fax PCA card.
4. Close the back cover and turn the printer on.
99.07.YZ Firmware install error

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.
● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.
● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.
● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the
modem.
● 99.07.23 Fax modem reset failed.
2. If possible, upgrade the firmware.
2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on
the formatter chassis and is firmly seated against the formatter board. Turn the printer on.
3. If the error persists, download and reinstall the firmware from the Preboot menu.

a. Select the Administration menu.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer
displays. Enter the password to proceed.
b. Select the Download item, and then download the latest firmware. The user can now download
a new firmware bundle to the printer.
4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
firmware.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779).
99.09.61 Unsupported disk

The EMMC installed is not support in this printer.
The EMMC is not encrypted and the printer is configured for an encrypted EMMC.
Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.
■ Access the Preboot menu, and then select Lock Disk to lock the disk.
a. Access the Preboot menu
b. Turn the product on.
c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.
d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.
e. Touch the OK button to select a menu item.
99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.
This typically happens because an HDD was swapped into a device from another device.
Recommended action
1. Use the Preboot menu to unlock the disk.
a. Access the Preboot menu
b. Turn the product on.
c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.
99.09.61 Unsupported disk 617

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.
e. Touch the OK button to select a menu item.
2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.
■ From the Preboot menu, open the following menus:
● Administration (select 3)
● Manage Disks (select 6)
● Boot Device (select 6)
● Erase / Unlock (select 2)
3. If the previous steps did not resolve the issue, replace the EMMC.
99.09.63 Incorrect disk

Expected encrypted EMMC is not present.
This is expected behavior when installing a new EMMC in a device where the previous EMMC was
encrypted.
■ Follow the procedure to load firmware on a new EMMC, and then lock the disk to this printer.
NOTE: Do NOT replace the formatter board, it will not resolve this.
99.09.64 Disk Nonfunctional

A fatal EMMC failure has occurred.
1. Determine if the EMMC needs to be replaced.

3. Check for proper installation of the EMMC. Remove the formatter cover and ensure the EMMC is
making a good connection.
4. If the error persists, replace the EMMC.
HDD 500 GB, SATA2, 2.5-inch SED, 5400 rpm part number: JC82-00764A
5. If the error still persists, replace the SATA riser PC board.
SATA riser PC board part number: B5L29-60001
99.09.65 Disk data error

Disk data corruption has occurred.
Recommended action
NOTE: Do NOT replace the formatter board; it will not resolve the issue.
■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).
(ish_4502973-4502949-16) - .
99.09.66
Missing boot disk.

2. Disconnect EMMC and connect it again. (J26)
99.09.65 Disk data error 619

7 Alphabetical control panel messages
Use the following alphabetical message to see further information on the message.
Alphabetical error messages

Output bin full (Inner)
Output bin is full.

1. Remove paper from the output bin.

620 Chapter 7 Alphabetical control panel messages


Follow these troubleshooting steps in the order they are listed.

4. Check the output tray lower limit sensor.
a. Diagnostic the sensor.
i. Run the diagnostics for the sensor from the following menu:
Inner finisher > Output tray > Output tray lower limit sensor.
b. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-lower
limit).
Output tray lower limit sensor part number: JC90-01320A


a. Diagnostic the sensor.
Inner finisher > Output tray > Output tray paper holding sensor.
b. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-front).
Output tray paper holding sensor part number: 0604-001393

System Main has Failed

A 'System Main has Failed' error displays on the control panel of a new HP LaserJet Enterprise or HP
LaserJet Managed printer.
NOTE: The 'System Main has Failed!' message is a low-level firmware error similar to a 49 error with
different troubleshooting steps.
This error displays on the following HP LaserJet Enterprise and HP LaserJet Managed printer models.
System Main has Failed 623

HP LaserJet Enterprise
● HP LaserJet Enterprise M406dn
● HP LaserJet Enterprise M407dn
● HP LaserJet Enterprise MFP M430f
● HP LaserJet Enterprise MFP M431f
● HP Color LaserJet Enterprise M455dn
● HP Color LaserJet Enterprise MFP M480f
● HP Color LaserJet Enterprise 5700, 5700dn
● HP Color LaserJet Enterprise MFP 5800, 5800dn, 5800f
● HP Color LaserJet Enterprise Flow MFP 5800zf
● HP Color LaserJet Enterprise 6700, 6700dn
● HP Color LaserJet Enterprise 6701dn
● HP Color LaserJet Enterprise MFP 6800, 6800dn
● HP Color LaserJet Enterprise Flow MFP 6800
● HP Color LaserJet Enterprise Flow MFP 6801
HP LaserJet Managed
● HP LaserJet Managed E40040dn
● HP LaserJet Managed MFP E42540f
● HP Color LaserJet Managed E45028dn
● HP Color LaserJet Managed MFP E47528f
● HP LaserJet Managed E730, E731, E731dn, E731z
● HP LaserJet Managed MFP E73025, E73030
● HP LaserJet Managed MFP E73130, E73135, E73140
● HP Color LaserJet Managed MFP E785, E786, E786dn, E786z
● HP Color LaserJet Managed MFP E78523, E78528
● HP Color LaserJet Managed MFP E78625, E78630, E78635
● HP LaserJet Managed MFP E826, E826dn, E826z
● HP LaserJet Managed MFP E82650, E82660, E82670
● HP LaserJet Managed MFP E877, E877dn, E877z
● HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770
● HP Color LaserJet X557

● HP Color LaserJet Enterprise X557dn
● HP Color LaserJet Enterprise MFP X57945, X57945dn
● HP Color LaserJet Enterprise Flow MFP X57945z, X57945zs
● HP Color LaserJet Enterprise MFP X58045, X58045dn
● HP Color LaserJet X654
● HP Color LaserJet Enterprise X654dn
● HP Color LaserJet Enterprise MFP X677, X677d, X677s
● HP Color LaserJet Enterprise Flow MFP X677z, X677zs
Recommended action
Follow these steps to clear the error or troubleshoot further as needed.
1. Select Restart on the printer control panel.
NOTE: If the printer does not restart, use the power button to turn off the printer, and to turn it on.
2. Check if the printer returns to a Ready state.
● If the printer returns to a Ready state, the issue is solved.
● If the error persists, see the next step.
3. If the printer reboots to the error again, or if the error returns later, perform a Partial Clean and then
reconfigure the printer.
4. If the error returns after performing a Partial Clean, do the following tasks to check for a possible
solution in the latest firmware release:
a. Go to HP Support or HP Software and Drivers (https://support.hp.com/drivers), select Printer,

and then enter your printer model in the search field.

b. Expand the Firmware section, and then review the Readme file.
To view the Firmware Readme file, select the See full details link.
c. Upgrade the firmware if a possible solution is provided in the latest firmware release.
5. If the issue persists after upgrading the firmware, gather the Diagnostic log from the Preboot menu,
and then elevate the case to HP Support.
Toner Collection Unit Almost Full

The toner collection unit is almost full.
The toner collection unit is between 90% and 99% of its capacity.
Recommended action
1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to
firmware version 4.6 or later from HP.com.
2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace
the toner collection unit.
Tray 1 Empty Load Tray 1

No paper in Tray 1.

1. Check if there is paper in Tray 1.

2. Check the Tray 1 empty sensor.

b. Diagnose the Tray 1 empty sensor.
Tray > Tray1 > Tray1 Empty Sensor.

Tray1 empty sensor part number: 0604-001393

Or Tray1 unit part number: 5QJ83-61001 ( Upper assembly )

No paper in Tray 2.

1. Check if there is paper in Tray 2 (U3).
Tray 2 Empty Load Tray 2 629


Tray > Tray2 > Tray2 Stack Height Sensor.
Tray2 stack height sensor part number: 0604-001393

Or Tray2 pickup assembly part number: JC93-01728A ( Upper assembly )

a. Diagnose the Tray 2 empty sensor.
Tray > Tray2 > Tray2 Empty Sensor.
Tray 2 empty sensor part number: 0604-001393

Or Tray 2 pickup assembly part number: JC93-01728A ( Upper assembly )

No paper in Tray 3.

Tray 3 Empty Load Tray 3 633

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Stack Height
Sensor.

Part number:
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.
a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Empty
Sensor.
Part number:
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
product.
Tray 4 Empty Load Tray 4 (DCF)

No paper in Tray 4.



Sensor.
CN502).
Part number:
Or Tray 4 pickup assembly: 8GR90-60007 ( Upper assembly )
product.

Sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).
Part number:
product.
Tray 5 Empty Load Tray 5 (DCF)

No paper in Tray 5.
Tray 5 Empty Load Tray 5 (DCF) 639


Sensor.
CN501).
Part number:
product.

Sensor.
CN501).
Part number:
product.
Tray 4 Empty Load Tray 4 (HCI)

No paper in Tray 4.


2. Check the Tray 4 stack height sensor (HCI).
Sensor.

CN502).
Tray 4 stack height sensor part number: 0604-001393

product.
Sensor.

CN502).
Tray 4 empty sensor part number: 0604-001393

product.
Tray x overfilled
A tray on the printer is overfilled with paper.
Tray overload warning (Tray2, Tray3, Tray4, Tray5)

1. Open the specified cassette tray on the printer.
2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.
Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.
3. Once adjusting the paper well then close the cassette and try print again


Label.
Callout 3: Example 1 over overfill.

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.
5. If the error persists, dispatch an onsite engineer to troubleshoot further.


Label.

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

Index
B fuser error (LaserJet) O

50.WX.YZ error 4
backup error output accessory error
32.WX.YZ error 4 66.WX.YZ error 5
I
reset error 4 OXPd/Web kit error
restore error 4 input accessory error 45.WX.YZ error 4
67.WX.YZ error 5
C input/output error P
40.WX.YZ error 4
connector error page error
internal diagnostics error
90.WX.YZ error 5
paper handling error (LaserJet)
video display error 5
D 56.WX.YZ error 4
Partition error
DC controller communication error J
98.WX.YZ error 5
55.WX.YZ error 4
jam error (LaserJet) print bar error (PageWide)
DC controller firmware error
70.WX.YZ error 5
jam error (PageWide) printer memory error
digital sending error (firmware)
44.WX.YZ error 4
job accounting error (firmware)
document feeder error
48.WX.YZ error 4 R
31.WX.YZ error 4
job management error
duplexer error real-time clock error
(firmware) 4
job pipeline error (firmware) 4
job parser error (firmware)
E S
47.WX.YZ error 4
Embedded Jetdirect error printer calibration error 4 scanner error
engine error (LaserJet) L security error
laser scanner error (LaserJet)
63.WX.YZ error 5 sensor error
51.WX.YZ error 4
engine error (PageWide) 54.WX.YZ error 4
52.WX.YZ error 4
last update 1
event log error (firmware) supplies error (LaserJet)
M
supplies error (PageWide)
F memory error 17.WX.YZ error 4
82.WX.YZ error 5 system error (LaserJet)
fan error
EMMC error 5 62.WX.YZ error 5
58.WX.YZ error 4
motor error (LaserJet)
firmware communication error
59.WX.YZ error 4 T
49.WX.YZ error 4
firmware install error tray motor error (LaserJet)
N
remote firmware upgrade Near Field Communication error Tray x overfilled 646
error 5 81.WX.YZ error 5
fuser error Bluetooth error 5
41.WX.YZ error 4 external I/O card error 5
laser scanner error 4 internal EIO error 5
paper path error 4 wireless error 5
Index 649

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HP Color LaserJet Managed MFP E785 Series

HP Color LaserJet Managed MFP E78523, E78528

Control Panel Messages Document (CPMD)

This document provides error-code troubleshooting information

© Copyright 2023 HP Development Adobe®, Adobe Photoshop®, Acrobat®, and

Edition 3, 3/2024 UNIX® is a registered trademark of The Open

1 Document last updated ................................................................................................................................................................................................................... 1

2 About this document........................................................................................................................................................................................................................ 2

3 Control-panel message types................................................................................................................................................................................................... 3

4 How to search for printer documentation........................................................................................................................................................................ 6

5 Printer service information.........................................................................................................................................................................................................17

6 Numerical control panel messages....................................................................................................................................................................................18

7 Alphabetical control panel messages...........................................................................................................................................................................620

The following is the last time this document was updated:

Last update: March 29, 2024

Document last updated 1

This document provides error-code troubleshooting information.

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

TIP: Save Product Detail page

● Web-based: Most up-to-date

● Use when a printable document

NOTE: Always refer to the printer

NOTE: For current information, use

2 Chapter 2 About this document

Error-code and control-panel-message troubleshooting

Error codes (types and structure)

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.

13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.

Control-panel message types 3

Error code System Component System Error Description

15.WX.YZ Jam (PageWide) Paper jam or open door jam error.

17.WX.YZ Supplies (PageWide) Supply error or supply memory error.

20.WX.YZ Printer memory Insufficient memory or buffering error.

21.WX.YZ Page Page complexity causing a decompression error

30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.

31.WX.YZ Document feeder Document feeder, scanner, or jam error.

32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.

33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity

40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB

42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

44.WX.YZ Firmware Firmware failure involving a digital sending

45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the OXPd

46.WX.YZ Engine (LaserJet) Engine communication error.

47.WX.YZ Firmware Job parser or printer calibration error.

48.WX.YZ Firmware PJA job accounting, job management, or job

49.WX.YZ Firmware Firmware communication error.

50.WX.YZ Fuser (LaserJet) Fuser error.

51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.

52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.

54.WX.YZ Sensor Sensor error (not jam related).

55.WX.YZ DC controller (LaserJet) DC controller communication error.

56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

59.WX.YZ Motor (LaserJet) Motor error.

60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.