HP Color LaserJet Managed MFP E77822, E77825, E77830

HP Color LaserJet Managed Flow MFP E77822, E77825, E77830

Control Panel Message Document (CPMD) 

www.hp.com/support/colorljE77800mfp
 HP Color LaserJet Managed MFP E77822­
E77830 series - Control Panel Message
Document (CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

© Copyright 2021 HP Development Company, Adobe®, Adobe Photoshop®, Acrobat®, and

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Incorporated.
Reproduction, adaptation, or translation without
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The information contained herein is subject to
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The only warranties for HP products and
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statements accompanying such products and the U.S. and other countries.
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Edition 1.1, 4/2021 Corporation.

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Group.
Table of contents

1 Document last updated .............................................................................................................................................................................1

2 About this document..................................................................................................................................................................................3

3 Control-panel message types ..................................................................................................................................................................5

4 Error-code and control-panel-message troubleshooting overview...................................................................................................7

Error codes ..............................................................................................................................................................................................7

5 How to search for printer documentation ........................................................................................................................................... 11

WISE - How to access and use .......................................................................................................................................................... 11
Accessing WISE ........................................................................................................................................................................... 11
Using WISE to search for error codes...................................................................................................................................... 14
Using WISE to access repair and replace videos for FRUs.................................................................................................... 16

6 Printer service information..................................................................................................................................................................... 21

7 Numerical control panel messages ...................................................................................................................................................... 23

10.WX.YZ error messages ................................................................................................................................................................. 23
10.wx.yz error messages.......................................................................................................................................................... 23
10.xx.03, cartridge or drum error............................................................................................................................................ 24
10.0x.15 Install <supply> ........................................................................................................................................................ 25
10.0x.35 Incompatible <supply> ............................................................................................................................................ 30
10.0x.60 Toner low ................................................................................................................................................................... 31
10.0x.60 Drum unit low ............................................................................................................................................................ 32
10.0x.69 or 10.0x.70 Toner empty ........................................................................................................................................ 33
10.0x.69 or 10.0x.70 Drum unit worn ................................................................................................................................... 35
10.0x.89 or 10.0x.90 Toner supply error .............................................................................................................................. 36
10.10.60 Transfer roller low .................................................................................................................................................... 38
10.10.69, 10.10.70 Transfer roller worn ............................................................................................................................... 39
10.22.60 ITB Low ...................................................................................................................................................................... 40
10.22.69 / 10.22.70 ITB Worn ................................................................................................................................................ 41
10.23.15, 10.26.15 Fuser assembly not installed ............................................................................................................... 42
10.23.35, 10.26.35 Incompatible fuser assembly ............................................................................................................... 42
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ................................................................................... 43
10.31.15 Toner collection unit not installed ......................................................................................................................... 44
10.31.60, 10.31.69 Toner collection unit full ....................................................................................................................... 46
10.3x.60 Developer Unit Low .................................................................................................................................................. 48
10.3x.69, 10.0x.70 Developer Unit Empty ............................................................................................................................ 50
10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn ............................................................................................. 51
11.WX.YZ error messages ................................................................................................................................................................. 52
11.* errors ................................................................................................................................................................................... 52
13.WX.YZ error messages ................................................................................................................................................................. 52
13.* errors ................................................................................................................................................................................... 52
13.A3.A3 ..................................................................................................................................................................................... 58

iii
 13.A3.D3 ..................................................................................................................................................................................... 63
13.A4.A4 ..................................................................................................................................................................................... 66
13.A4.A5 ..................................................................................................................................................................................... 69
13.A4.D4 ..................................................................................................................................................................................... 72
13.A4.D5 ..................................................................................................................................................................................... 76
13.A4.FF Paper Jam .................................................................................................................................................................. 79
13.A5.A5 ..................................................................................................................................................................................... 80
13.A5.D5 ..................................................................................................................................................................................... 83
13.A8.A1 Jam in tray 1 .............................................................................................................................................................. 86
13.A8.A2 Jam in tray 2 .............................................................................................................................................................. 92
13.A8.Az Jam in right door ....................................................................................................................................................... 97
13.A8.D1 Jam in tray 1 ...........................................................................................................................................................100
13.A8.D2 Jam in tray 2 ...........................................................................................................................................................105
13.A8.Dz Jam in right door ....................................................................................................................................................109
13.A8.FF ....................................................................................................................................................................................111
13.B2.Az Jam in right door .....................................................................................................................................................113
13.B2.D1 Jam in tray 1 ...........................................................................................................................................................116
13.B2.D2 Jam in tray 2 ...........................................................................................................................................................122
13.B2.Dz Jam in right door ....................................................................................................................................................125
13.B2.DD ...................................................................................................................................................................................127
13.B2.FF ....................................................................................................................................................................................132
13.B4.Dz Ruby / Jade ..............................................................................................................................................................134
13.B9.Az Fuser Jam ................................................................................................................................................................136
13.B9.Dz Jam in right door ....................................................................................................................................................139
13.B9.FF Jam in right door .....................................................................................................................................................141
13.D2.AZ Jam in Right Door ...................................................................................................................................................142
13.D2.DZ Jam in Right Door ...................................................................................................................................................146
13.D2.FF Jam in Right Door ...................................................................................................................................................150
13.E1.AZ ....................................................................................................................................................................................154
13.E1.Dz ....................................................................................................................................................................................157
13.E1.FF ....................................................................................................................................................................................160
13.E2.FF ....................................................................................................................................................................................162
13.E7.Az ....................................................................................................................................................................................165
13.E7.Dz ....................................................................................................................................................................................166
13.E7.FF.....................................................................................................................................................................................168
13.60.A1, 13.60.A2 or 13.60.A3 ...........................................................................................................................................170
13.60.D1, 13.60.D2 or 13.60.D3 ..........................................................................................................................................182
13.60.FF ....................................................................................................................................................................................194
13.63.A1 ...................................................................................................................................................................................205
13.63.AZ ...................................................................................................................................................................................211
13.63.DZ ...................................................................................................................................................................................216
13.63.F0 ....................................................................................................................................................................................221
13.84.D1 ...................................................................................................................................................................................227
13.84.D2 ...................................................................................................................................................................................232
13.84.F0 ....................................................................................................................................................................................237
13.90.A3 ...................................................................................................................................................................................242
13.90.D3 ...................................................................................................................................................................................248
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door.............................................................................................254
13.92.FF Jam in front left door .............................................................................................................................................260

iv
 13.98.A3 ...................................................................................................................................................................................268
13.69.A2 or 13.98.D3 .............................................................................................................................................................273
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door...........................................................................279
20.WX.YZ error messages ...............................................................................................................................................................285
20.* errors .................................................................................................................................................................................285
30.WX.YZ error messages ...............................................................................................................................................................285
30.* errors .................................................................................................................................................................................285
30.01.09 Scanner motor locked ...........................................................................................................................................285
30.01.41 ....................................................................................................................................................................................287
30.01.56 Scanner Error, power off/on ..................................................................................................................................288
31.WX.YZ error messages ...............................................................................................................................................................289
31.* errors .................................................................................................................................................................................289
31.03.38 and 31.03.39 ..........................................................................................................................................................290
31.03.40 and 31.03.41 ..........................................................................................................................................................291
31.13.00 ....................................................................................................................................................................................292
31.13.01 ...................................................................................................................................................................................301
31.13.02 ...................................................................................................................................................................................303
31.13.03 ...................................................................................................................................................................................309
31.13.04 ...................................................................................................................................................................................315
31.13.05 ...................................................................................................................................................................................320
32.WX.YZ error messages ...............................................................................................................................................................324
32.* errors .................................................................................................................................................................................324
32.08.A1, 32.08.A2, 32.08.A3 ...............................................................................................................................................324
32.1C.05 ...................................................................................................................................................................................324
32.1C.06 (event code)..............................................................................................................................................................324
32.1C.07 (event code)..............................................................................................................................................................325
32.1C.08 (event code)..............................................................................................................................................................325
32.1C.09 (event code)..............................................................................................................................................................325
32.1C.0A (event code)..............................................................................................................................................................325
32.1C.0D (event code) .............................................................................................................................................................326
32.1C.11 (event code) .............................................................................................................................................................326
32.1C.13, 32.1C.14 .................................................................................................................................................................326
32.1C.15 ...................................................................................................................................................................................326
32.1C.2E ....................................................................................................................................................................................326
32.1C.2F ....................................................................................................................................................................................326
32.1C.40 ...................................................................................................................................................................................327
32.1C.41 ...................................................................................................................................................................................327
32.1C.42 ...................................................................................................................................................................................327
32.1C.43 ...................................................................................................................................................................................327
32.1C.44 ...................................................................................................................................................................................327
32.1C.45 ...................................................................................................................................................................................327
32.1C.46 ...................................................................................................................................................................................327
32.1C.47 ...................................................................................................................................................................................328
32.1C.48 ...................................................................................................................................................................................328
32.1C.49 ...................................................................................................................................................................................328
32.1C.4A ...................................................................................................................................................................................328
32.1C.56 ...................................................................................................................................................................................328
32.1C.57 ...................................................................................................................................................................................329

v
 32.1C.58 ...................................................................................................................................................................................329
32.1C.60 ...................................................................................................................................................................................329
32.1C.61 ...................................................................................................................................................................................329
32.1C.62 ...................................................................................................................................................................................329
32.1C.68 ...................................................................................................................................................................................329
32.1C.69 ...................................................................................................................................................................................329
32.1C.6A ...................................................................................................................................................................................330
32.1C.6D ...................................................................................................................................................................................330
33.WX.YZ error messages ...............................................................................................................................................................330
33.* errors .................................................................................................................................................................................330
33.01.xx ....................................................................................................................................................................................330
33.04.01 Missing TPM .............................................................................................................................................................331
33.04.02 Missing TPM .............................................................................................................................................................331
33.04.03 Unknown TPM..........................................................................................................................................................331
33.04.04 or 33.04.05 Unknown TPM ...................................................................................................................................332
33.05.0z SureStart errors ......................................................................................................................................................333
33.05.1x Whitelisting errors ..................................................................................................................................................333
33.05.2x Intrusion detection errors .....................................................................................................................................334
33.05.5z Intrusion detection errors .....................................................................................................................................335
40.WX.YZ error messages ...............................................................................................................................................................336
40.* errors .................................................................................................................................................................................336
40.00.01 USB I/O buffer overflow To continue, touch “OK” ..............................................................................................336
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ..................................................................................336
40.00.03 EIO <x> buffer overflow To continue, touch “OK” ..............................................................................................336
40.00.04 EIO <x> bad transmission To continue, touch “OK” ..........................................................................................336
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ..............................................................................337
40.08.0x USB storage accessory removed .........................................................................................................................337
40.0x.05 USB storage accessory removed .........................................................................................................................337
41.WX.YZ error messages ...............................................................................................................................................................337
41.* errors .................................................................................................................................................................................337
41.03.YZ Unexpected size in tray <X> .................................................................................................................................338
41.03.FZ Unknown Misprint Error .........................................................................................................................................340
42.WX.YZ error messages ...............................................................................................................................................................343
42.* errors .................................................................................................................................................................................343
42.B0.01 ....................................................................................................................................................................................343
44.WX.YZ error messages ...............................................................................................................................................................344
44.* errors .................................................................................................................................................................................344
44.01.xx Error Event log message .......................................................................................................................................344
44.02.xx Error Event log message (Multifunction product only.).....................................................................................345
44.03.xx Error Event log message .......................................................................................................................................345
44.04.xx Error Event log message (Multifunction product only.).....................................................................................345
44.05.xx Error Event log message (Multifunction product only.).....................................................................................345
44.07.xx Error Event log message (Multifunction product only.).....................................................................................345
44.08.xx Error Event log message (Multifunction product only.).....................................................................................346
44.10.xx Error Event log message (Multifunction product only.).....................................................................................346
44.11.0E Error Event log message (Multifunction product only.) ....................................................................................346
44.11.xx Error Event log message (Multifunction product only.).....................................................................................346

vi
 44.12.0E Error Event log message (Multifunction product only.) ....................................................................................346
44.12.xx Error Event log message (Multifunction product only.).....................................................................................347
44.16.01 Error Event log message (Multifunction product only.) ....................................................................................347
44.16.02 Error Event log message (Multifunction product only.) ....................................................................................347
44.16.03 Error Event log message (Multifunction product only.) ....................................................................................347
44.16.04 Error Event log message (Multifunction product only.) ....................................................................................348
44.16.05 Error Event log message (Multifunction product only.) ....................................................................................348
44.16.06 Error Event log message (Multifunction product only.) ....................................................................................348
44.16.07 Error Event log message (Multifunction product only.) ....................................................................................348
44.16.08 Error Event log message (Multifunction product only.) ....................................................................................349
44.16.09 Error Event log message (Multifunction product only.) ....................................................................................349
44.16.0A Error Event log message (Multifunction product only.) ....................................................................................349
44.16.0B Error Event log message (Multifunction product only.) ....................................................................................349
44.16.0D Error Event log message (Multifunction product only.) ....................................................................................350
44.16.0E Error Event log message (Multifunction product only.) ....................................................................................350
44.16.0F Error Event log message (Multifunction product only.).....................................................................................350
44.16.10 Error Event log message (Multifunction product only.) ....................................................................................350
44.16.FF Error Event log message (Multifunction product only.).....................................................................................350
44.34.xx Error Event log message ........................................................................................................................................351
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ....................................................................................................351
45.WX.YZ error messages ...............................................................................................................................................................351
45.00.07 ....................................................................................................................................................................................351
45.00.1C ...................................................................................................................................................................................352
45.00.70 ....................................................................................................................................................................................352
46.WX.YZ error messages ...............................................................................................................................................................353
46.* error messages ................................................................................................................................................................353
47.WX.YZ error messages ...............................................................................................................................................................354
47.* errors .................................................................................................................................................................................354
47.00.xx ....................................................................................................................................................................................354
47.01.xx ....................................................................................................................................................................................355
47.02.xx ....................................................................................................................................................................................355
47.03.xx ....................................................................................................................................................................................356
47.04.xx ....................................................................................................................................................................................356
47.05.xx ....................................................................................................................................................................................357
47.06.xx ....................................................................................................................................................................................357
47.FC.yz Printer Calibration Failed To continue, touch “OK” .............................................................................................357
48.WX.YZ error messages ...............................................................................................................................................................359
48.* errors .................................................................................................................................................................................359
48.0D.01 Remote Image Disk error ......................................................................................................................................359
49.WX.YZ error messages ...............................................................................................................................................................360
49.13.01 ....................................................................................................................................................................................360
49.XX.YY Error To continue turn off then on .......................................................................................................................360
50.WX.YZ error messages ...............................................................................................................................................................361
50.* errors .................................................................................................................................................................................361
50.FF.01 Fuser error ...............................................................................................................................................................362
50.FF.02 Fuser error ...............................................................................................................................................................364
50.FF.yz Fuser error ................................................................................................................................................................365

vii
 54.WX.YZ error messages ...............................................................................................................................................................368
54.* errors .................................................................................................................................................................................368
54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors ........................................................................................................369
54.DD.05, 54.DD.06 and 54.DD.07 error ............................................................................................................................370
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ...................................................................372
56.WX.YZ error messages ...............................................................................................................................................................374
56.* errors .................................................................................................................................................................................374
57.WX.YZ error messaages .............................................................................................................................................................374
57.* errors .................................................................................................................................................................................374
57.00.01, 57.00.02 Fan failure .............................................................................................................................................374
57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure .........................................................................................................376
57.00.13, 57.00.14, Fan failure ............................................................................................................................................377
59.WX.YZ error messages ...............................................................................................................................................................379
59.* errors .................................................................................................................................................................................379
59.00.10, 59.00.20 Motor error ............................................................................................................................................379
59.00.30, 59.00.40 Motor error ............................................................................................................................................382
59.00.90, 59.00.A0 Motor error ............................................................................................................................................386
59.00.F0 Motor error ..............................................................................................................................................................389
59.0X.50, 59.0X.60 Motor error ............................................................................................................................................392
59.09.00 Motor error ..............................................................................................................................................................396
59.0X.70, 59.1X.B0, 59.0X.90, 59.1X.C0 Motor error .......................................................................................................399
60.WX.YZ error messages ...............................................................................................................................................................403
60.00.02 or 60.01.02 .............................................................................................................................................................403
60.00.03 or 60.01.03 ..............................................................................................................................................................405
60.00.04 or 60.01.04 .............................................................................................................................................................408
60.00.05 or 60.01.05 .............................................................................................................................................................413
61.WX.YZ error messages ...............................................................................................................................................................415
61.00.00 ....................................................................................................................................................................................415
61.00.01 ....................................................................................................................................................................................416
61.00.06 ....................................................................................................................................................................................416
62.WX.YZ error messages ...............................................................................................................................................................417
62.* errors .................................................................................................................................................................................417
63.WX.YZ error messages ...............................................................................................................................................................418
63.* errors .................................................................................................................................................................................418
63.00.02, 63.00.03, 63.00.04, or 63.00.05 ........................................................................................................................418
63.00.06, 63.00.07, 63.00.08 or 63.00.09 .........................................................................................................................420
63.00.0A ...................................................................................................................................................................................425
63.00.0B ...................................................................................................................................................................................426
63.00.17, 63.00.18, 63.00.19 or 63.00.1A ........................................................................................................................427
63.00.1B ...................................................................................................................................................................................427
63.00.20 ...................................................................................................................................................................................428
63.00.22 ...................................................................................................................................................................................429
63.00.23 ...................................................................................................................................................................................430
63.00.2D ...................................................................................................................................................................................431
63.00.2F, 63.00.30, or 63.00.31 ...........................................................................................................................................433
63.00.33, or 63.00.34 ............................................................................................................................................................435
63.00.35 ...................................................................................................................................................................................437

viii
 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 ........................................................................................................................440
63.00.44, 63.00.45, 63.00.46 or 63.00.47 .........................................................................................................................450
63.4D.01 ....................................................................................................................................................................................453
63.4D.02 ....................................................................................................................................................................................453
63.53.01 ....................................................................................................................................................................................454
64.WX.YZ error messages ..............................................................................................................................................................454
64.01.01 ....................................................................................................................................................................................454
64.01.02 ....................................................................................................................................................................................455
64.01.03 ....................................................................................................................................................................................455
64.01.04 ....................................................................................................................................................................................456
64.01.05 ....................................................................................................................................................................................456
64.01.06 ....................................................................................................................................................................................457
64.01.07 ....................................................................................................................................................................................458
64.01.08 ....................................................................................................................................................................................458
64.01.09 ....................................................................................................................................................................................459
64.03.04 ....................................................................................................................................................................................459
65.WX.YZ and 66.WX.YZ error messages .....................................................................................................................................460
65.* errors .................................................................................................................................................................................460
65.00.A1 ....................................................................................................................................................................................460
66.* errors .................................................................................................................................................................................461
65.00.A1 ...................................................................................................................................................................................461
66.40.36 ...................................................................................................................................................................................462
66.40.46 ...................................................................................................................................................................................465
66.40.50 ...................................................................................................................................................................................466
66.40.83 ...................................................................................................................................................................................467
66.60.17 ...................................................................................................................................................................................467
66.60.25 ...................................................................................................................................................................................470
66.60.27 ...................................................................................................................................................................................473
66.60.28 ...................................................................................................................................................................................479
66.60.30 ...................................................................................................................................................................................485
66.60.32 ...................................................................................................................................................................................486
66.80.04 ...................................................................................................................................................................................494
66.80.05 ...................................................................................................................................................................................500
66.80.06 ...................................................................................................................................................................................510
66.80.07 ...................................................................................................................................................................................524
66.80.08 ...................................................................................................................................................................................525
66.80.0A ...................................................................................................................................................................................527
66.80.0B ...................................................................................................................................................................................532
66.80.0C ...................................................................................................................................................................................535
66.80.20 ...................................................................................................................................................................................539
66.80.27 ...................................................................................................................................................................................541
66.80.36 ...................................................................................................................................................................................543
66.80.38 ...................................................................................................................................................................................546
66.80.46 ...................................................................................................................................................................................548
66.90.11 ...................................................................................................................................................................................560
66.90.12 ...................................................................................................................................................................................567
66.90.13 ...................................................................................................................................................................................574
66.90.14 ...................................................................................................................................................................................580

ix
 66.90.15 ...................................................................................................................................................................................586
66.90.16 ...................................................................................................................................................................................592
66.90.21 ...................................................................................................................................................................................592
66.90.22 and 66.90.23 ..........................................................................................................................................................595
66.90.43 ...................................................................................................................................................................................599
67.WX.YZ error messages ...............................................................................................................................................................608
67.* error messages ................................................................................................................................................................608
67.0E.01 ...................................................................................................................................................................................608
67.04.02 ...................................................................................................................................................................................609
70.WX.YZ error messages ...............................................................................................................................................................610
70.* errors .................................................................................................................................................................................610
80.WX.YZ error messages ...............................................................................................................................................................610
80.* errors .................................................................................................................................................................................610
81.WX.YZ error messages ...............................................................................................................................................................611
81.* errors .................................................................................................................................................................................611
82.WX.YZ error messages ...............................................................................................................................................................612
82.* errors .................................................................................................................................................................................612
82.73.45 Disk Successfully cleaned .....................................................................................................................................612
82.73.46, 82.73.47 .................................................................................................................................................................612
90.WX.YZ error messages ...............................................................................................................................................................613
90.* errors .................................................................................................................................................................................613
98.WX.YZ error messages ...............................................................................................................................................................613
98.* errors .................................................................................................................................................................................613
98.00.01 or 98.01.00 Corrupt data in firmware volume ..................................................................................................614
98.00.02 Corrupt data in the solutions volume .................................................................................................................615
98.00.03 Corrupt data in the configuration volume ..........................................................................................................615
98.00.04 Corrupt data in the job data volume ...................................................................................................................616
99.WX.YZ error messages ...............................................................................................................................................................616
99.* errors .................................................................................................................................................................................616
99.00.01 Upgrade not performed file is corrupt ................................................................................................................617
99.00.02 Upgrade not performed timeout during receive ...............................................................................................617
99.00.04 Upgrade not performed timeout during receive ...............................................................................................617
99.00.05 Upgrade not performed timeout during receive ...............................................................................................618
99.00.09 Upgrade canceled by user ....................................................................................................................................618
99.00.10 Upgrade canceled by user ....................................................................................................................................618
99.00.11 Upgrade canceled by user ....................................................................................................................................618
99.00.12 Upgrade not performed the file is invalid ...........................................................................................................618
99.00.13 Upgrade not performed the file is invalid ...........................................................................................................619
99.00.14 Upgrade not performed the file is invalid ...........................................................................................................619
99.00.2x ....................................................................................................................................................................................619
99.01.xx ....................................................................................................................................................................................620
99.02.01 ...................................................................................................................................................................................620
99.02.09 ...................................................................................................................................................................................620
99.07.20 Fax error ...................................................................................................................................................................621
99.07.YZ Firmware install error ............................................................................................................................................621
99.09.61 Unsupported disk ...................................................................................................................................................622

x
 99.09.62 Unknown disk .........................................................................................................................................................622
99.09.63 Incorrect disk ...........................................................................................................................................................623
99.09.64 Disk Nonfunctional .................................................................................................................................................623
99.09.65 Disk data error ........................................................................................................................................................624
99.09.66 No boot device. .......................................................................................................................................................624
99.09.67 Disk is not bootable please download firmware ...............................................................................................625
99.39.73 ....................................................................................................................................................................................626
99.59.62 Unknown Disk .........................................................................................................................................................626
99.59.64 Disk Nonfunctional .................................................................................................................................................627
99.59.66 No Boot Disk ...........................................................................................................................................................627

8 Alphabetical control panel messages.................................................................................................................................................629

Alphabetical messages ....................................................................................................................................................................629
Toner Collection Unit Almost Full...........................................................................................................................................629

Index.............................................................................................................................................................................................................631

xi
xii
1 Document last updated

The following is the last time this document was updated:

Last update: April 27, 2021

Document last updated 1

2 Chapter 1 Document last updated
2 About this document

This document provides error-code troubleshooting information.

IMPORTANT: Procedures and part numbers change. For current information, use the browser-based format.

Verify PDF is the most current before use. PDF part numbers must be verified with web-based error code
information or parts look-up before parts are ordered.

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Table 2-1 Content format types

Format Document title example Recommended use

Web-based Go to: Product Detail page > Error Code ● Quick access to individual web-based
Look-up error code troubleshooting

TIP: Save Product Detail page URL

location in favorites

Web-Base Go To: WISE default Search page > Enter ● Access to individual web-based error
[Product] and error code code troubleshooting

● Web-based: Most up-to-date

information available

PDF [Product] - Control Panel Message ● Use when support portals are NOT
Document (CPMD) PDF 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.

About this document 3

4 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.

Control-panel message types 5

6 Chapter 3 Control-panel message types
4 Error-code and control-panel-message
troubleshooting overview

This section provides information on error codes and searching for information.

Error codes
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 4-1 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.

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.

Error-code and control-panel-message troubleshooting overview 7

 Table 4-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

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.

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.

8 Chapter 4 Error-code and control-panel-message troubleshooting overview

Table 4-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.

82.WX.YZ Memory (hard disk, 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 Hard disk Hard disk partition error.

99.WX.YZ Firmware installer Remote Firmware Upgrade (RFU), firmware

install (engine or accessory), or disk error.

Error codes 9
10 Chapter 4 Error-code and control-panel-message troubleshooting overview
5 How to search for printer documentation

The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals.

These portals are WISE for Channel (please see Accessing WISE for HP channel partners on page 11 for
instructions on how to navigate to the site) and WISE . WISE for Channel is available to HP channel partners and
WISE is available to call agents, service technicians, and other HP internal users. The level of detail available will
depend 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

Learn how to access WISE if you are an HP Channel Partner.

NOTE: If this is your first visit to the HP Partner First Portal, you will be asked to create an account. Follow the
setup directions using your HP Partner credentials.

1. Open the HP Partner First Portal located at https://partner.hp.com.

How to search for printer documentation 11

 2. Select the Services & Support tab, and then select Technical Support.

3. Select Technical Documentation.

4. You will be taken to the WISE portal.

12 Chapter 5 How to search for printer documentation

 Play the video:

View a video of how to access WISE (HP channel partners)

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.

2. Select Commercial from the drop-down menu.

3. You will be taken to the WISE homepage.

AMS

● https://support.hp.com/wise/home/ams-en

● https://support.hp.com/wise/home/ams-es

● https://support.hp.com/wise/home/ams-pt

● https://support.hp.com/wise/home/ams-fr

APJ

● https://support.hp.com/wise/home/apj-en

● https://support.hp.com/wise/home/apj-ja

● https://support.hp.com/wise/home/apj-ko

● https://support.hp.com/wise/home/apj-zh-Hans

● https://support.hp.com/wise/home/apj-zh-Hant

● https://support.hp.com/wise/home/apj-th

Accessing WISE for internal HP users 13

 EMEA

● https://support.hp.com/wise/home/emea-en

Play the video:

View a video of how access WISE (internal HP users)

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. Select Products in the navigation bar of the WISE portal home page.

2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.

14 Chapter 5 How to search for printer documentation

 3. Enter the error code in the widget in the Error Code Lookup area at the bottom-right of the screen and click
the search icon or press the Enter button.

4. Select the desired topic from the search results.

Search for error codes from the WISE home page

Learn how to search for a specific error code from the WISE home page.

Search for error codes from the WISE home page 15

 1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.

2. Enter the error code in the search field.

3. Select the desired topic from the search results.

Using WISE to access repair and replace videos for FRUs

Learn how to use WISE to access repair and replace videos for FRUs.

16 Chapter 5 How to search for printer documentation

 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 a printer's Product Detail Page (PDP)

Learn how to search WISE for product specific information. Quickly review the steps and then play the video.

1. Select Products in the navigation bar of the WISE portal home page.

2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.

3. Select the link to Videos in the Other Content menu at the bottom-right of the screen.

Search for a printer's Product Detail Page (PDP) 17

 4. Select the desired video from the list of videos.

Play the video:

View a video of how to search for the printer's Product Detail Page (PDP)

Perform a model number search using the search function

Learn how to search WISE using the model number. Quickly review the steps and then play the video.

1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.

2. Click the search icon to the right.

18 Chapter 5 How to search for printer documentation

3. To refine the search results, select the radio button labeled video in the upper-right portion of the screen.

TIP: To refine video search results, append a part name to the model detail shown in the search bar. For
example, adding the word fuser to the detail in the search bar will return videos related to repair and
replacement of the fuser.

Play the video:

View a video of how to perform a model number search

Perform a model number search using the search function 19

20 Chapter 5 How to search for printer documentation
6 Printer service information

Service pin for printer

Last update: April 6, 2021

Service mode PIN number:

E77822-E77830: 04077817

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 21

22 Chapter 6 Printer service information
7 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

● 10.10.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.

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.

Numerical control panel messages 23

 c. If print quality is unacceptable, or if printing cannot continue, replace the toner cartridge.

2. 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.

3. 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.

4. 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.

5. 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.

10.xx.03, cartridge or drum error

Supply memory error

● 10.00.03 Black Cartridge; Supply memory error

● 10.01.03 Cyan Cartridge; Supply memory error

● 10.02.03 Magenta Cartridge; Supply memory error

● 10.03.03 Yellow Cartridge; Supply memory error

● 10.05.03 Black Drum; Supply memory error

● 10.06.03 Cyan Drum; Supply memory error

● 10.07.03 Magenta Drum; Supply memory error

● 10.08.03 Yellow Drum; 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.

Recommended action for customers

1. Access the printers Store Usage Data menu 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”.

24 Chapter 7 Numerical control panel messages

 2. If the printer is set to “Not on supplies” please contact support to upgrade FW.

Recommended action for call-center agents and onsite technicians

IMPORTANT! Please check the following emerging issue document 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)

1. Ensure the menu 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 setting “Not on supplies”.

2. If set to "Not on supplies", change this setting back to the default value of “On Supplies”.

3. Upgraded to FW version FutureSmart 4.5.4 or newer.

NOTE: For more information on this error please go to: HP Color LaserJet Managed MFP E77820-E77830,
E78223-E78230, E87640-E87660 - 10.xx.03, cartridge or drum errors

4. If the error persists or you have any further issues please elevate this issue using the Standard Support
Process.

10.0x.15 Install <supply>

The indicated supply has been removed or is installed incorrectly.

10.00.15 Black toner cartridge

10.01.15 Cyan toner cartridge

10.02.15 Magenta toner cartridge

10.03.15 Yellow toner cartridge

10.05.15 Black drum unit

10.06.15 Cyan drum unit

10.07.15 Magenta drum unit

10.08.15 Yellow drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

Recommended action for call-center agents and onsite technicians 25

 2. If a drum unit needs to be installed or if the message continues, please contact customer support.

Toner cartridge 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.

1. Open the front cover. Check if the toner cartridge or drum unit is installed.

2. Remove and reinstall the toner cartridge or drum unit.

3. Check if the toner cartridge or drum unit is installed correctly.

a. If the cartridge comes out automatically, check the toner cartridge latching hook.

b. If the toner cartridge hook is damaged, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

26 Chapter 7 Numerical control panel messages

4. Check the toner cartridge.

a. Check if the CRUM connector on the toner cartridge is broken or assembled abnormally.

b. Rotate the gear on the toner cartridge to ensure it moves freely.

c. If the CRUM connector is pushed into the toner cartridge, try to pull it out it and then ensure it is seated
correctly.

d. If the CRUM connector is damaged or defective, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

5. With the cartridge out check for CRUM connector installation problems inside the printer.

Toner cartridge recommended action for call-center agents and onsite technicians 27
 a. Check if the CRUM connection is installed correctly.

b. If the CRUM connector is not installed correctly, open the rear cover and re-install 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: JC92-02164A

7. Check for a bad 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: JC92-02164A
Main PCA part number: 8GR94-60003
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

Drum unit 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.

1. Open the front cover. Remove the toner collection unit.

2. Open the right cover and remove and reinstall the drum unit.

28 Chapter 7 Numerical control panel messages

3. Check if the drum unit latch is damaged. If the drum unit latch is damaged, replace the latch.

Part number: JC64-00708B

Figure 7-1 Unlatch drum unit

a. Check if the CRUM connector of the drum unit is broken or not seated correctly. If the CRUM connector
is damaged or defective, replace the drum unit.

Part number: W9215-67901

For instructions: Removal and replacement: Imaging drum unit See the Repair Service Manual for this
product.

b. If the CRUM connector is pushed into the drum unit, try to pull the jack out it and then ensure it is
seated correctly.

4. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

Drum unit recommended action for call-center agents and onsite technicians 29
 b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

5. With the drum unit out check for CRUM connector installation problems inside the printer.

a. Check if the CRUM connection is installed correctly.

b. If the CRUM connector is not installed correctly, open the rear cover and re-install the connector.

6. 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: JC92-02164A

7. Check for a bad 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.

CRUM joint PCA part number: JC92-02164A

Main PCA part number: 8GR94-60003

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 drum unit

10.06.35 Cyan drum unit

10.07.35 Magenta drum unit

30 Chapter 7 Numerical control panel messages

 10.08.35 Yellow drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

2. If a drum unit needs to be installed or if the message continues, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the front cover. Remove and reinstall the indicated supply to make sure it is correctly installed.

2. Print the supply information report and check the supply information.

3. If a genuine HP supply is not installed, replace it with a new HP supply.

10.0x.60 Toner low

The printer indicates when a supply level is low. Actual cartridge life might vary. You do not need to replace the
cartridge at this time unless print quality is no longer acceptable.

Toner supply is inadequate as the remaining toner is between 10% and 30%. Toner is expected to run short soon
because the remaining toner is reaching 0%.

This error occurs every time that you try to use the printer.

● 10.00.60 Black toner cartridge

● 10.01.60 Cyan toner cartridge

● 10.02.60 Magenta toner cartridge

● 10.03.60 Yellow toner cartridge

Recommended action for customers

1. If the print quality is no longer acceptable, replace the toner cartridge indicated.

2. Order a new toner cartridge because the toner cartridge with a level of “Low” will be exhausted soon.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the toner cartridge indicated.

2. Order new toner cartridge because the toner cartridge with a level of “Low” will be exhausted soon.

Part numbers:

Recommended action for customers 31

 ● W9190-67901 - Black Managed LJ Toner Cartridge

● W9191-67901 - Cyan Managed LJ Toner Cartridge

● W9192-67901 - Magenta Managed LJ Toner Cartridge

● W9193-67901 - Yellow Managed LJ Toner Cartridge

10.0x.60 Drum unit low

The printer indicates when a supply level is low. Actual cartridge 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 drum unit may be insufficient to complete the current job.

This error occurs every time that you try to use the printer.

10.05.60 Black drum unit

10.06.60 Cyan drum unit

10.07.60 Magenta drum unit

10.08.60 Yellow drum unit

Recommended action for customers

▲ Please contact customer support.

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the drum unit indicated.

Part number: W9215-67901

For instructions: Removal and replacement: Imaging drum unit See the Repair Service Manual for this
product.

2. Order new drum unit because the developer unit with a level of “Low” will be exhausted soon.

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

32 Chapter 7 Numerical control panel messages

 f. Exit service mode by touching the home button.

10.0x.69 or 10.0x.70 Toner 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).

This error occurs every time that you try to use the printer.

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

Recommended action for customers

▲ Replace the toner cartridge indicated.

a. Open the front cover

b. Remove the toner cartridge.

c. Install the new toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

d. 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.

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

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.

10.0x.69 or 10.0x.70 Toner empty 33

 2. If the error persists with a new cartridge, remove the toner collection unit and check if the toner reservoir is
blocked. If the toner reservoir is blocked clean it. If needed, replace the toner reservoir duct.

Part number: JC93-00483B

For instructions: Removal and replacement: Toner reservoir duct See the Repair Service Manual for this
product.

3. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

NOTE: You must press Enter two times to start the motor test. The test will only run for a short
period. Verify the motor status on the control panel.

● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor.

Part number: JC93-00446B

For instructions: Removal and replacement: Toner supply drive assembly See the Repair Service
Manual for this product.

4. Reconnect the electrical wiring harness on the developer unit.

5. If needed, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

34 Chapter 7 Numerical control panel messages

 6. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.

f. Exit service mode by touching the home button.

10.0x.69 or 10.0x.70 Drum unit worn

The lifespan of the drum unit is expired.

The lifespan remaining for the drum unit is 0%

This error occurs every time that you try to use the printer.

10.05.69 / 10.05.70 Black drum unit

10.06.69 / 10.06.70 Cyan drum unit

10.07.69 / 10.07.70 Magenta drum unit

10.08.69 / 10.08.70 Yellow drum unit

Recommended action for customers

▲ Please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the drum unit indicated.

a. Open the front cover

b. Remove the toner collection unit.

c. Remove the drum unit indicated.

d. Install a new drum unit.

Part number: W9215-67901

e. Reinstall the toner collection unit.

f. Close the front cover.

10.0x.69 or 10.0x.70 Drum unit worn 35

 2. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

10.0x.89 or 10.0x.90 Toner supply error

Toner replenishment malfunction. The toner supply in the toner cartridge is out or malfunctioning. The toner
sensor indicates that the toner in the development unit is insufficient.

There is no toner in the toner cartridge or the toner supply line is blocked. A circuit fault such as a fault in the
toner supply motor or the toner sensor occurs.

10.00.89 or 10.00.90 Black toner cartridge

10.01.89 or 10.01.90 Cyan toner cartridge

10.02.89 or 10.02.90 Magenta toner cartridge

10.03.89 or 10.03.90 Yellow toner cartridge

Recommended action for customers

1. Replace the toner cartridge indicated.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Distribute toner evenly in the cartridge.

a. Open the front cover.

36 Chapter 7 Numerical control panel messages

 b. Remove the toner cartridge indicated.

c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.

d. Reinstall the toner cartridge and close the front cover

e. If the error persists, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

2. If the error persists with a new cartridge, remove the toner collection unit and check if the toner reservoir is
blocked. If the toner reservoir is blocked clean it. If needed, replace the toner reservoir duct.

Part number: JC93-00483B

For instructions: Removal and replacement: Toner reservoir duct See the Repair Service Manual for this
product.

3. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

NOTE: You must press Enter two times to start the motor test. The test will only run for a short
period. Verify the motor status on the control panel.

● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor.

Part number: JC93-00446B

Recommended action for call-center agents and onsite technicians 37

 For instructions: Removal and replacement: Toner supply drive assembly See the Repair Service
Manual for this product.

4. Reconnect the electrical wiring harness on the developer unit.

5. If needed, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

6. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.

f. Exit service mode by touching the home button.

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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the transfer roller.

a. Open the side cover.

38 Chapter 7 Numerical control panel messages

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

Part number: 5QJ90-61041

For instructions: Removal and replacement: Transfer (T2) roller See the Repair Service Manual for this
product.

c. Close the side cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

d. Exit the service mode by touching the home button.

10.10.69, 10.10.70 Transfer roller worn

The lifespan of the transfer roller is expired, but the printer still operates.

The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the transfer roller.

a. Open the side cover.

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

Part number: 5QJ90-61041

For instructions: Removal and replacement: Transfer (T2) roller See the Repair Service Manual for this
product.

c. Close the side cover.

2. Reset the kit count.

10.10.69, 10.10.70 Transfer roller worn 39

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

d. Exit the service mode by touching the home button.

10.22.60 ITB Low

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

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB.

a. Turn the printer off.

b. Replace the ITB assembly.

Part number: 5PN63-67001

For instructions: Removal and replacement: Intermediate transfer belt See the Repair Service Manual
for this product.

c. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

40 Chapter 7 Numerical control panel messages

 ● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

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 customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB.

a. Turn the printer off.

b. Replace the ITB assembly.

Part number: 5PN63-67001

For instructions: Removal and replacement: Intermediate transfer belt See the Repair Service Manual
for this product.

c. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.22.69 / 10.22.70 ITB Worn 41

 10.23.15, 10.26.15 Fuser assembly not installed
The fuser is either not installed, or not correctly installed in the printer.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then remove and reinstall the fuser and turn the printer on.

2. If the error persists, check the fuser draw connector for defects or damage. If the connector in the printer is
damaged, replace the part.

Part number: JC39-02076A

CAUTION: The fuser might be hot.

3. If the error persists, replace the fuser assembly.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

4. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.23.35, 10.26.35 Incompatible fuser assembly

The fusing assembly is not compatible with the printer.

42 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

CAUTION: The fuser might be hot.

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

An alarm indicates that the lifespan of the fusing assembly is expired.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

Recommended action for customers 43

 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.

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.31.15 Toner collection unit not installed

The toner collection unit is almost full.

The printer indicates that the toner collection unit is not installed.

Recommended action for customers

▲ Install a new toner collection unit.

a. Open the front cover.

b. Check if the toner collection unit is installed correctly.

44 Chapter 7 Numerical control panel messages

 c. Reinstall or install a new toner collection unit.

Part number: X3A83-67923

d. Close the front cover.

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

2. Check if the toner collection unit is installed correctly.

3. Remove the toner collection unit.

4. Check the toner collection unit.

a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU.

b. Check if the toner collection unit sensors operate correctly.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

Recommended action for call-center agents and onsite technicians 45

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ii. Test the toner collection unit LED with service test 100–0241.

iii. Test the toner collection unit full sensor with service test 100–0250.

c. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

Part number: JC93-00492A

For instructions: Removal and replacement: Toner collection unit full sensor See the Repair Service
Manual for this product.

5. If the problem persists, replace the toner collection unit.

Part number: X3A83-67923

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.

Recommended action for customers

1. If the "Toner Collection Unit Almost Full" appears soon after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com.

2. For all other occurrences, install a new toner collection unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Install a new toner collection unit.

Part number: X3A83-67923

46 Chapter 7 Numerical control panel messages

 d. Close the front cover.

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

2. Check if the toner collection unit is installed correctly.

3. Remove the toner collection unit.

4. Check the toner collection unit.

a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU

Recommended action for call-center agents and onsite technicians 47

 b. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU.

c. Check if the toner collection unit sensors operate correctly.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ii. Test the toner collection unit LED with service test 100–0241.

iii. Test the toner collection unit full sensor with service test 100–0250.

d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

Part number: JC93-00492A

For instructions: Removal and replacement: Toner collection unit full sensor See the Repair Service
Manual for this product.

5. If the problem persists, replace the toner collection unit.

Part number: X3A83-67923

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

48 Chapter 7 Numerical control panel messages

 10.34.60 Magenta developer unit

10.35.60 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.

f. Exit service mode by touching the home button.

Recommended action for customers 49

 10.3x.69, 10.0x.70 Developer Unit Empty
The volume in the developer exceeds the permitted limit. This error occurs every time that you try to use the
printer.

10.32.69, 10.32.70 Black developer unit

10.33.69, 10.33.70 Cyan developer unit

10.34.69, 10.34.70 Magenta developer unit

10.35.69, 10.35.70 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit as indicated.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

50 Chapter 7 Numerical control panel messages

 c. Select Field Replaceable Unit, and then select Development Unit (Developer)(YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.

f. Exit service mode by touching the home button.

10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn

An alarm indicates that the lifespan of the image transfer belt (ITB) cleaner is expired.

Recommended action for customers

▲ If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB cleaner.

a. Turn the printer off.

b. Remove the ITB cleaner.

c. Install the new ITB cleaner.

Part number: 5PN64-67001

For instructions: Removal and replacement: ITB cleaner See the Repair Service Manual for this
product.

d. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select ITB Cleaner.

c. Select Transfer Cleaning Unit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn 51

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

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

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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

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.WX.YZ error messages

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 7-1 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)

52 Chapter 7 Numerical control panel messages

Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 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

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 output bin) 1 Intermediate switchback sensor

C Switchback area (between the fuser and the output bin) 2 Switchback media stay sensor

C Switchback area (between the fuser and the output bin) 3 Paper delivery sensor

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 (IPTU) area 1 Output bin full sensor

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

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

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

13.* errors 53
 Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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

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

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

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

F Multiple subsystems (occurs when paper is stuck in F Multiple sensors or doors

several areas)

1 Jetlink input device 4 Tray 4 feed sensor

1 Jetlink Input device 5 Tray 5 feed sensor

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 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 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 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

54 Chapter 7 Numerical control panel messages

Table 7-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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

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

13.* errors 55
 Table 7-2 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)

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 7-3 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 represents the paper 1 Tray 1
source.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

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 path, or in 0 Photo 1, 2, or 3
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. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

56 Chapter 7 Numerical control panel messages

 Table 7-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

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 represents the 0 Unknown bin
output bin, numbered from top to bottom.

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

All paper locations 0 Forbidden OHT jam (when Y=2)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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.

Recommended action for customers 57

 7. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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 the HP LaserJet Print Media Guide.

● 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.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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. Perform the Tray/Bin Manual Sensor test to verify the sensors are functioning. 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.A3.A3
A paper stay jam occurred from tray 3.

The paper failed to leave the tray 3 pickup jam sensor when feeding from tray 3.

58 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.

5. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

Recommended action for customers 59

 3. 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.

4. Check the tray 3 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540A

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

60 Chapter 7 Numerical control panel messages

 c. If the pick rollers do not drop down correctly, replace the main frame second pickup unit.

Part number: JC93-01441A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0300, T3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

Recommended action for call-center agents and onsite technicians 61

 d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-2 Clean feed sensor (Call-out 3)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor
Call-out 3: Tray 3 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Figure 7-3 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the tray 3 feed sensor and main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

62 Chapter 7 Numerical control panel messages

 7. If sensor functions correctly, test the pickup unit.

a. Run test 100-0380, Tray 3 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the tray 3 main frame pickup.

Part number: JC93-00510A

8. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

9. Check the paper path between tray 3 and the registration area for obstructions or damage. If damaged
parts are found replace them. See the service manual for instructions.

13.A3.D3
A paper delay jam occurred from tray 3.

The paper failed to reach the tray 3 pickup jam sensor when feeding from tray 3.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.

13.A3.D3 63
 5. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 3 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540A

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

64 Chapter 7 Numerical control panel messages

 b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

c. If the pick rollers do not drop down correctly, replace the main frame second pickup.

Part number: JC93-01441A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0300, Tray 3 Feed Sensor.

Recommended action for call-center agents and onsite technicians 65

 c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 3 feed sensor and main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the pickup unit.

a. Run test 100-0380, Tray 3 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the tray 3 main frame pickup.

Part number: JC93-00510A

8. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

13.A4.A4
A paper stay jam occurred from tray 4 of the dual cassette feeder (DCF).

The paper failed to leave the tray 4 pickup jam sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

66 Chapter 7 Numerical control panel messages

 3. 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.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 4 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

Recommended action for call-center agents and onsite technicians 67

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

Removal and replacement: Pickup/reverse/feed roller See the Repair Service Manual for this product

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001502

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

68 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 4 pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 4 pickup drive.

Part number: JC93-00442C

8. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

9. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

13.A4.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

13.A4.A5 69
 3. 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.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

70 Chapter 7 Numerical control panel messages

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

For instructions: Removal and replacement: Pickup/reverse/feed roller See the Repair Service Manual
for this product

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001502

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

Recommended action for call-center agents and onsite technicians 71

 For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

8. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

9. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

10. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

13.A4.D4
A paper delay jam occurred from tray 4 of the dual cassette feeder (DCF).

The paper failed to reach the tray 4 pickup jam sensor when feeding from tray 4.

72 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

Recommended action for customers 73

 3. 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.

4. Check the tray 4 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

74 Chapter 7 Numerical control panel messages

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001381

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 4 pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 4 pickup drive.

Part number: JC93-00442C

8. Check the tray 4 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup 1
assembly as needed.

Part number: JC93-00513A

Recommended action for call-center agents and onsite technicians 75

 For instructions: Removal and replacement: Dual cassette feeder pickup assembly See the Repair Service
Manual for this product.

13.A4.D5
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to reach the tray 4 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

76 Chapter 7 Numerical control panel messages

3. 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.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

Recommended action for call-center agents and onsite technicians 77

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001381

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

8. Check the tray 5 pickup motor.

78 Chapter 7 Numerical control panel messages

 a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

9. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.

Part number: JC93-00513A

For instructions: Removal and replacement: Dual cassette feeder pickup assembly See the Repair Service
Manual for this product.

13.A4.FF Paper Jam

Residual paper jam at the tray 4 jam detect sensor.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open trays 4 and 5 and remove any jammed paper from the tray.

3. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open trays 4 and 5 and remove any jammed paper from the tray.

3. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

13.A4.FF Paper Jam 79

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001381

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

13.A5.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to leave the tray 5 pickup jam sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

80 Chapter 7 Numerical control panel messages

 3. 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.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

Recommended action for call-center agents and onsite technicians 81

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0340, Tray 5 Feed Sensor.

c. Trip the tray 5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 5 feed sensor.

Part number: 0604-001381

f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

82 Chapter 7 Numerical control panel messages

 6. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

8. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

13.A5.D5
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to reach the tray 5 pickup jam sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

13.A5.D5 83
 3. 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.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

5. If the error persists, please contact customer support.

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.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

84 Chapter 7 Numerical control panel messages

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0340, Tray 5 Feed Sensor.

c. Trip the tray 5 feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.

e. If the wire harness is good, replace the tray 5 feed sensor.

Part number: 0604-001381

f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.

Recommended action for call-center agents and onsite technicians 85

 6. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

8. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.

Part number: JC93-00513A

For instructions: Removal and replacement: Dual cassette feeder pickup assembly See the Repair Service
Manual for this product.

13.A8.A1 Jam in tray 1

A paper stay jam occurred from tray 1.

The paper did not leave the tray 2 pickup jam sensor when printing from tray 1.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from tray 1.

86 Chapter 7 Numerical control panel messages

 3. 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.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

6. If the error persists, please contact customer support.

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.

1. Remove any jammed paper from tray 1.

2. 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.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

Recommended action for call-center agents and onsite technicians 87

 b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540B

For instructions: Removal and replacement: MP tray rollers See the Repair Service Manual for this
product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If tray 2
fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

88 Chapter 7 Numerical control panel messages

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-4 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

Figure 7-5 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

Recommended action for call-center agents and onsite technicians 89

 6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

90 Chapter 7 Numerical control panel messages

 b. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

10. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

Recommended action for call-center agents and onsite technicians 91

 b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.A8.A2 Jam in tray 2

A paper stay jam occurred from tray 2.

The paper did not leave the tray 2 pickup jam sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.

5. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

92 Chapter 7 Numerical control panel messages

3. 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.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540A

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

Recommended action for call-center agents and onsite technicians 93

 c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

94 Chapter 7 Numerical control panel messages

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-6 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

Figure 7-7 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

Recommended action for call-center agents and onsite technicians 95

 7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

10. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

96 Chapter 7 Numerical control panel messages

13.A8.Az Jam in right door
A paper stay jam occurred from tray Z.

The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.

● 13.A8.A3 Stay jam when printing from tray 3

● 13.A8.A4 Stay jam when printing from tray 4

● 13.A8.A5 Stay jam when printing from tray 5

● 13.A8.AD Stay jam when printing from the duplexer

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

13.A8.Az Jam in right door 97

 c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-8 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

98 Chapter 7 Numerical control panel messages

 Figure 7-9 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

3. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

4. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

5. Check the registration clutch.

Recommended action for call-center agents and onsite technicians 99

 a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.

13.A8.D1 Jam in tray 1

A paper stay jam occurred from tray 1.

The paper did not reach the tray 2 pickup jam sensor when printing from tray 1.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from the tray 1.

3. 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.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

6. If the error persists, please contact customer support.

100 Chapter 7 Numerical control panel messages

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.

1. Remove any jammed paper from tray 1.

2. 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.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540B

For instructions: Removal and replacement: MP tray rollers See the Repair Service Manual for this
product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If tray 2
fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

Recommended action for call-center agents and onsite technicians 101

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-10 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

102 Chapter 7 Numerical control panel messages

 Figure 7-11 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

Recommended action for call-center agents and onsite technicians 103

 a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

b. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

104 Chapter 7 Numerical control panel messages

 9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

10. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.A8.D2 Jam in tray 2

A paper jam occurred from tray 3.

The paper did not reach the tray 2 pickup jam sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

13.A8.D2 Jam in tray 2 105

 3. 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.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.

5. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

106 Chapter 7 Numerical control panel messages

 c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540A

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

Recommended action for call-center agents and onsite technicians 107

 c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

10. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

108 Chapter 7 Numerical control panel messages

 c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.A8.Dz Jam in right door

A paper stay jam occurred from tray Z.

The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.

● 13.A8.D3 Delay jam when printing from tray 3

● 13.A8.D4 Delay jam when printing from tray 4

● 13.A8.D5 Delay jam when printing from tray 5

● 13.A8.DD Delay jam when printing from the duplexer

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

13.A8.Dz Jam in right door 109

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

3. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

4. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

110 Chapter 7 Numerical control panel messages

 MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

5. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.

13.A8.FF
Residual jam a tray 2 jam detect sensor A8.

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. If the error persists, please contact customer support.

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. Open the right door. Remove any jammed paper from the area.

2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

13.A8.FF 111
 b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-12 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

112 Chapter 7 Numerical control panel messages

 Figure 7-13 Example of dust contaminated sensor

e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

13.B2.Az Jam in right door

A paper stay jam occurred at the registration jam detect sensor.

The paper did not leave the registration jam detect sensor when printing from tray Z.

● 13.B2.A1 Stay jam when printing from tray 1

● 13.B2.A2 Stay jam when printing from tray 2

● 13.B2.A3 Stay jam when printing from tray 3

● 13.B2.A4 Stay jam when printing from tray 4

● 13.B2.A5 Stay jam when printing from tray 5

● 13.B2.AD Stay jam when printing from the duplexer

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. If the error persists, please contact customer support.

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.

1. Open the right side cover. Remove any jammed paper found.

13.B2.Az Jam in right door 113

 2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

114 Chapter 7 Numerical control panel messages

d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.

Figure 7-14 Clean registration sensor (Call-out 1)

Call-out 1: Registration sensor

NOTE: If the registration sensor was dirty or contaminated, the 2 feed sensors might be also and
should be cleaned.

Call-out 2: Tray 2 feed sensor

Call-out 3: Tray 3 feed sensor
Figure 7-15 Example of dust contaminated sensor

e. If the sensor test fails again, check the wire harness between the sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

Recommended action for call-center agents and onsite technicians 115

 4. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

5. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

6. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

7. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.

13.B2.D1 Jam in tray 1

A paper jam occurred from tray 1.

The paper did not reach the registration jam detect sensor when printing from tray 1 (MP tray).

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from the tray 1.

116 Chapter 7 Numerical control panel messages

 3. 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.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.

6. If the error persists, please contact customer support.

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.

1. Remove any jammed paper from tray 1.

2. 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.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

Recommended action for call-center agents and onsite technicians 117

 b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540B

For instructions: Removal and replacement: MP tray rollers See the Repair Service Manual for this
product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If tray 2
fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

118 Chapter 7 Numerical control panel messages

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 7-16 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Call-out 3: Tray 3 feed sensor

Figure 7-17 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

Recommended action for call-center agents and onsite technicians 119

 6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

120 Chapter 7 Numerical control panel messages

 b. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

10. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

Recommended action for call-center agents and onsite technicians 121

 b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.B2.D2 Jam in tray 2

A paper jam occurred from tray 2.

The paper did not reach the registration jam detect sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. 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.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.

5. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

122 Chapter 7 Numerical control panel messages

3. 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.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Part number: JC93-00540A

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

Recommended action for call-center agents and onsite technicians 123

 c. If the pick rollers do not drop down correctly, replace the main frame first pickup.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

6. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

124 Chapter 7 Numerical control panel messages

 8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first
assembly.

Part number: JC93-00511A

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

10. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.B2.Dz Jam in right door

A paper jam occurred from tray Z.

The paper did not reach the registration jam detect sensor when printing from tray Z.

● 13.B2.D3 Delay jam when printing from tray 3

13.B2.Dz Jam in right door 125

 ● 13.B2.D4 Delay jam when printing from tray 4

● 13.B2.D5 Delay jam when printing from tray 5

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

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.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

126 Chapter 7 Numerical control panel messages

 e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

4. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

5. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

6. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

7. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as
needed. See the service manual for instructions.

13.B2.DD
A paper delay jam occurred at the registration jam detect sensor.

The paper did not reach the registration jam detect sensor when printing from the duplexer.

13.B2.DD 127
 Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 7-18 Open the duplex path

Figure 7-19 Check for jams

3. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper found.

128 Chapter 7 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 7-20 Open the duplex path

Figure 7-21 Check for jams

3. Test the printer in the simplex mode to see if a jam occurs at the registration sensor.

4. If a paper jam occurs at the registration sensor when printing in simplex mode, perform the following. If
simplex mode passes skip to the step for testing the duplex motor.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 129

 c. Run test 102–0360, Registration Sensor.

d. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

5. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

6. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

7. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

130 Chapter 7 Numerical control panel messages

 b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

8. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–0140, Duplex Motor forward.

c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

9. Check the duplex path for obstructions or damage. Replace damaged parts as need using the service
manual.

Recommended action for call-center agents and onsite technicians 131

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

When the machine is warming-up, jammed paper inside machine is detected.

The leading edge of the paper has not reached the registration. sensor within the specified time.

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

132 Chapter 7 Numerical control panel messages

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.

Figure 7-22 Clean registration sensor (Call-out 1)

Call-out 1: Registration sensor

NOTE: If the registration sensor was dirty or contaminated, the 2 feed sensors might be also and
should be cleaned.

Call-out 2: Tray 2 feed sensor

Call-out 3: Tray 3 feed sensor

Recommended action for call-center agents and onsite technicians 133

 Figure 7-23 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

13.B4.Dz Ruby / Jade

A jam occurs because the front of the paper fails to reach the fuser loop sensor.

● 13.B4.D1 Stay jam when printing from tray 1

● 13.B4.D2 Stay jam when printing from tray 2

● 13.B4.D3 Stay jam when printing from tray 3

● 13.B4.D4 Stay jam when printing from tray 4

● 13.B4.D5 Stay jam when printing from tray 5

● 13.B4.DD Stay jam when printing from the duplexer

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper found.

134 Chapter 7 Numerical control panel messages

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the sensor actuator.

a. Ensure the sensor actuator moves freely and is not damaged.

b. If the actuator is damaged or the sensor does not function correctly, replace the right side cover feed.

Part number: JC95-02081A

4. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: Removal and replacement: Feed drive See the Repair Service Manual for this product.

5. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

6. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers turning.

Recommended action for call-center agents and onsite technicians 135

 b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive See the Repair Service Manual for
this product.

13.B9.Az Fuser Jam

Fuser delivery stay jam.

Paper failed to exit the fuser out sensor in the required time limit.

This jam code might be caused by:

● An accordion jam at the fuser exit. Something is blocking the paper before the output rollers.

● The output bin rollers not turning. There is very little distance from the fuser exit and the output bin.

● A sticky fuser exit flag. If it is stuck, or even delayed momentarily in the activated position.

● Issues with the duplexer. This error occurs only on duplex jobs, simplex jobs will print OK.

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.A5 Printing in fuser mode Heavy 2.

● 13.B9.A6 Printing in fuser mode Heavy 3.

● 13.B9.A7 Printing in fuser mode Glossy paper 1.

● 13.B9.A8 Printing in fuser mode Glossy paper 2.

● 13.B9.A9 Printing in fuser mode Glossy paper 3.

● 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.

136 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the right side cover.

Figure 7-24 Open the right-side cover

2. Check for an obstruction or paper jammed inside the printer. If there is, remove it.

a. Close the right-side door and print again.

b. If the error continues, please contact customer support.

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.

1. If this error is displayed when printing a job at time of installation of the printer and an Inner Finisher or
Bridge for a Stapler/Stacker or Booklet maker has been installed check to make sure that the two Settling
Guides and Bin Full Actuator has been removed.

Figure 7-25 Setting guides and bin full actuator

1 - Bin full actuator

2 - Settling guides

NOTE: The metal rod that the Bin Full Actuator is connected to should not be removed.

Recommended action for customers 137

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Remove the fuser and check for wrapped paper or jams inside the fuser.

5. If the error persists after clearing the jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor operation is normal, skip to the step for testing the fuser/exit drive unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is OK, replace the sensor or the actuator as needed.

Fuser out actuator part number: JC66-03307A

Sensor part number: 0604-001393

6. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection of the fuser drive unit.

138 Chapter 7 Numerical control panel messages

 c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

7. Physically inspect the output path and gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the damaged part or output unit as needed. See the service manual
for instructions.

13.B9.Dz Jam in right door

Fuser delivery delay jam.

A jam occurs because the rear of the paper fails to exit the registration sensor.

Z = tray printing from

● 13.B9.D1 Fuser delivery delay jam when printing from tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from tray 2.

● 13.B9.D3 Fuser delivery delay jam when printing from tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from tray 5.

● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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.

1. Open the right door. Remove any jammed paper found.

13.B9.Dz Jam in right door 139

 2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Remove the fuser and check for wrapped paper or jams inside the fuser.

4. If the error persists after clearing the jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor operation is normal, skip to the step for testing the fuser/exit drive unit.

d. If the sensor does not work, check the wire harness connection between fuser exit sensor and main
board.

e. If the wire harness connection is OK, replace the sensor or the actuator as needed.

Fuser out actuator part number: JC66-03307A

Sensor part number: 0604-001393

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection of the fuser drive unit.

140 Chapter 7 Numerical control panel messages

 c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

6. Physically inspect the output path and gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the damaged part or output unit as needed. See the service manual
for instructions.

13.B9.FF Jam in right door

Residual paper jam fuser output sensor.

A jam occurs when the printer detects the media at the fuser out sensor during warming up.

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists after clearing the jams, check the fuser exit sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

13.B9.FF Jam in right door 141

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

c. If the sensor operation is normal, skip to the step for testing the fuser/exit drive unit.

d. If the sensor does not work, check the wire harness connection between fuser exit sensor and main
board.

e. If the wire harness connection is OK, replace the sensor or the actuator as needed.

Fuser out actuator part number: JC66-03307A

Sensor part number: 0604-001393

13.D2.AZ Jam in Right Door

Duplex paper jam.

A jam occurs because the rear of the paper fails to exit the duplex 1 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.A5 Printing in fuser mode Heavy 2.

● 13.D2.A6 Printing in fuser mode Heavy 3.

● 13.D2.A7 Printing in fuser mode Glossy paper 1.

● 13.D2.A8 Printing in fuser mode Glossy paper 2.

● 13.D2.A9 Printing in fuser mode Glossy paper 3.

● 13.D2.AB Printing in fuser mode Transparency.

142 Chapter 7 Numerical control panel messages

 ● 13.D2.AC Printing in fuser mode Label.

● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 7-26 Open the duplex path

Figure 7-27 Check for jams

3. If the error persists, please contact customer support.

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. Open the right door. Remove any jammed paper found.

Recommended action for customers 143

 2. Open the duplex path and remove any paper found.

Figure 7-28 Open the duplex path

Figure 7-29 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

144 Chapter 7 Numerical control panel messages

 b. Run test 102-0380, Duplex Jam 1 Sensor.

c. If the sensor operation is normal, skip to the step for testing the duplex motor.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.

Actuator duplex 2 part number: JC66-02180A

Sensor part number: 0604-001393

5. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–0140, Duplex Motor forward.

Recommended action for call-center agents and onsite technicians 145

 c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

6. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged parts as
needed. See the service manual for instructions.

13.D2.DZ Jam in Right Door

Duplex paper jam.

A jam occurs because the front of the paper fails to reach the duplex 1 sensor.

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.D5 Printing in fuser mode Heavy 2.

● 13.D2.D6 Printing in fuser mode Heavy 3.

● 13.D2.D7 Printing in fuser mode Glossy paper 1.

● 13.D2.D8 Printing in fuser mode Glossy paper 2.

● 13.D2.D9 Printing in fuser mode Glossy paper 3.

● 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.

146 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 7-30 Open the duplex path

Figure 7-31 Check for jams

3. If the error persists, please contact customer support.

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. Open the right door. Remove any jammed paper found.

Recommended action for customers 147

 2. Open the duplex path and remove any paper found.

Figure 7-32 Open the duplex path

Figure 7-33 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

148 Chapter 7 Numerical control panel messages

 b. Run test 102-0380, Duplex Jam 1 Sensor.

c. If the sensor operation is normal, skip to the step for testing the duplex motor.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.

Actuator duplex 2 part number: JC66-02180A

Sensor part number: 0604-001393

5. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–01400, Duplex Motor forward.

Recommended action for call-center agents and onsite technicians 149

 c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

6. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

7. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged parts as
needed. See the service manual for instructions.

13.D2.FF Jam in Right Door

A jam occurs when the printer detects the media at the duplex 1 sensor during warming up.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

150 Chapter 7 Numerical control panel messages

 2. Open the duplex path and remove any paper found.

Figure 7-34 Open the duplex path

Figure 7-35 Check for jams

3. If the error persists, please contact customer support.

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. Open the right door. Remove any jammed paper found.

Recommended action for call-center agents and onsite technicians 151

 2. Open the duplex path and remove any paper found.

Figure 7-36 Open the duplex path

Figure 7-37 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

152 Chapter 7 Numerical control panel messages

 b. Run test 102-0380, Duplex Jam 1 Sensor.

c. If the sensor operation is normal, skip to the step for testing the duplex motor.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.

e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.

Actuator duplex 2 part number: JC66-02180A

Sensor part number: 0604-001393

5. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–01400, Duplex Motor forward.

Recommended action for call-center agents and onsite technicians 153

 c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

6. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged parts as
needed. See the service manual for instructions.

13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.

● 13.E1.A1 Paper stay jam going to top output tray.

● 13.E1.A2 Paper stay jam going to main output tray.

● 13.E1.A3 Paper stay jam going to booklet output tray.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

154 Chapter 7 Numerical control panel messages

 3. If the error persists, please contact customer support.

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. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or letter, test with A4 or letter fed long edge first as indicated below. If a
new error occurs, follow that error guide.

4. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, paper path obstructions that can cause this error.

Recommended action for call-center agents and onsite technicians 155

 Callout 1: IPTU entrance sensor
Callout 2: IPTU exit sensor

5. Check the IPTU input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

156 Chapter 7 Numerical control panel messages

 c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

6. Check the IPTU feed motor.

a. Run test 113–2560, 2 Bin Finisher Bridge Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the IPTU motor.

Part number: JC31-00163B

For instructions: Removal and replacement: Bridge motor See the Repair Service Manual for this
product.

13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the type of
paper that the printer is currently set to print on.

The output destination (output flag is missing or sensor is bad)

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for an
inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run the
printer without them.

During installation, retain the actuator for later use.

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.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

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

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

13.E1.Dz 157
 Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

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 if the IPTU or inline finisher have been removed and the printer is being used without an output
device.

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for
an inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run
the printer without them.

During installation, retain the actuator for later use.

158 Chapter 7 Numerical control panel messages

2. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

3. Turn the printer off, and then on.

4. Check the IPTU input sensor S1.

Recommended action for call-center agents and onsite technicians 159

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

160 Chapter 7 Numerical control panel messages

 2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

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. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

3. Check the IPTU input sensor S1.

Recommended action for call-center agents and onsite technicians 161

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.

13.E2.FF
Paper detected at the IPTU middle sensor when initialized.

162 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

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. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

2. Turn the printer off, and then on.

Recommended action for customers 163

 3. Check the IPTU exit sensor S3.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.

164 Chapter 7 Numerical control panel messages

 d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.

13.E7.Az
Paper stay jam in exit area.

The paper trailing edge failed to exit the exit 2 paper sensor in the time limit.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

13.E7.Az 165
 d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A

Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.E7.Dz
Paper jam in exit area. ("z" indicates the type of paper that is being printed on)

The failed to reach the exit 2 paper sensor in the time limit.

13.E7.D1 - Printing in Plain paper mode.

13.E7.D2 - Printing in Thin paper mode.

13.E7.D3 - Printing in Recycled paper mode.

13.E7.D4 - Printing in Thick paper mode.

166 Chapter 7 Numerical control panel messages

 13.E7.D5 - Printing in Heavy paper mode.

13.E7.D6 - Printing in Extra Heavy paper mode.

13.E7.D7 - Printing in Extra Heavy Card stock paper mode.

13.E7.D8 - Printing in Glossy paper mode.

13.E7.D9 - Printing in Heavy Glossy paper mode.

13.E7.DA - Printing in Bond paper mode.

13.E7.DB - Printing in Transparency paper mode.

13.E7.DC - Printing in Label paper mode.

13.E7.DD - Printing in Envelope paper mode.

13.E7.DE - Printing in Archive paper mode.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

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.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

Recommended action for customers 167

 d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A

Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.E7.FF
A jam occurred when paper is detected at the exit 2 sensor during warming up.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

168 Chapter 7 Numerical control panel messages

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.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A
Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.

b. Check the wire harness connection of the fuser drive unit.

Recommended action for call-center agents and onsite technicians 169

 c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● 13.60.A1 Finisher input jam when printing to top output tray.

● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.A3 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.

a. Open the finisher door.

170 Chapter 7 Numerical control panel messages

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

Inner Finisher: Recommended action for customers 171

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

172 Chapter 7 Numerical control panel messages

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 173

 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. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

174 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

Inner finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

c. Open the right and upper jam covers.

Inner finisher: Recommended action for call-center agents and onsite technicians 175
 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into printer.

2. Turn the printer off, and then on.

176 Chapter 7 Numerical control panel messages

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.

Inner finisher: Recommended action for call-center agents and onsite technicians 177
 d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.

f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher exit motor See the Repair Service Manual
for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

178 Chapter 7 Numerical control panel messages

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 179
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. Turn the printer off, and then on.

180 Chapter 7 Numerical control panel messages

5. Check the paper path from the bridge entrance sensor to the bridge exit sensor. 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.

Callout 1: IPTU entrance sensor

Callout 2: IPTU exit sensor

6. If the persists, check the finisher exit motor (M13).

a. Open the following menus:

● Support Tools

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 181
 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2580 2 Bin Finisher Exit Feed Motor.

Listen for the sound of the motor running.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00163B

For instructions: Removal and replacement: Finisher feed exit motor See the Repair Service Manual
for this product.

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.

a. Open the finisher door.

182 Chapter 7 Numerical control panel messages

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

Inner Finisher: Recommended action for customers 183

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

184 Chapter 7 Numerical control panel messages

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 185

 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. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

186 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

Inner finisher: 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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

Inner finisher: Recommended action for call-center agents and onsite technicians 187
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

188 Chapter 7 Numerical control panel messages

 g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher entrance motor See the Repair Service
Manual for this product.

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. Ensure the sensor actuator flag moves freely.

Inner finisher: Recommended action for call-center agents and onsite technicians 189
 c. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

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 IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

190 Chapter 7 Numerical control panel messages

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 191
 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. 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.

Callout 1: Finisher entrance sensor

Callout 2: IPTU exit sensor

192 Chapter 7 Numerical control panel messages

5. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 193
 d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

13.60.FF
The entrance sensor detects paper when the finisher starts.

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

194 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

Inner Finisher: Recommended action for customers 195

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

196 Chapter 7 Numerical control panel messages

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 197

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, please contact customer support.

Inner finisher: 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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

198 Chapter 7 Numerical control panel messages

a. Open the finisher door.

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

c. Open the right and upper jam covers.

Inner finisher: Recommended action for call-center agents and onsite technicians 199
 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

200 Chapter 7 Numerical control panel messages

 3. Check the finisher entrance sensor S1.

a. Ensure the sensor actuator flag moves freely.

b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> > Service> >
Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines

NOTE: The service PIN for this printer is: 04077817

c. Cover the entrance sensor (S1) to ensure the reading changes.

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

e. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

1. Check the IPTU for paper jams or obstructions.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 201
 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

202 Chapter 7 Numerical control panel messages

 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. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 203
 4. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.

204 Chapter 7 Numerical control panel messages

 d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

f. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

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

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

13.63.A1 205
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

206 Chapter 7 Numerical control panel messages

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents and onsite technicians 207

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

208 Chapter 7 Numerical control panel messages

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

Recommended action for call-center agents and onsite technicians 209

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.

d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.

210 Chapter 7 Numerical control panel messages

 f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: Removal and replacement: Inner finisher exit motor See the Repair Service Manual
for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

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

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

13.63.AZ 211
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

212 Chapter 7 Numerical control panel messages

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents and onsite technicians 213

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

214 Chapter 7 Numerical control panel messages

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

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

b. Replace the sensor as needed.

Part number: 0604-001502

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

Recommended action for call-center agents and onsite technicians 215

 4. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual
for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

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

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

216 Chapter 7 Numerical control panel messages

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

Recommended action for customers 217

 e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

218 Chapter 7 Numerical control panel messages

a. Open the finisher door.

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

c. Open the right and upper jam covers.

Recommended action for call-center agents and onsite technicians 219

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

220 Chapter 7 Numerical control panel messages

 3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

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

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual
for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

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

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

13.63.F0 221
 a. Open the finisher door.

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

c. Open the right and upper jam covers.

222 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for customers 223

 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.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

224 Chapter 7 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

Recommended action for call-center agents and onsite technicians 225

 g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

226 Chapter 7 Numerical control panel messages

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

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual
for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

13.84.D1 227
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

IMPORTANT: A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.

Please upgrade to Firmware Version 4.6.0.1 after clearing initial jam and before going into further
troubleshooting.

1. Check the finisher for paper jams or obstructions.

228 Chapter 7 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents and onsite technicians 229

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the finisher exit sensor. 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.

Callout 1: Top tray exit sensor

230 Chapter 7 Numerical control panel messages

4. If the error persists, check the finisher top exit sensor (S11).

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.

d. Push the top exit sensor actuator to check the reading value changes.

Recommended action for call-center agents and onsite technicians 231

 e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

f. If the sensor still fails, replace the sensor.

Exit sensor part number: 0604-001393

Exit sensor actuator part number: JC66-04525A
For instructions: Remove and replace: Top exit sensor See the Repair Service Manual for this product.

13.84.D2
The paper failed to reach the main output tray exit sensor.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

232 Chapter 7 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 233

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

234 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the main exit sensor. 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.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

Recommended action for call-center agents and onsite technicians 235

 4. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

236 Chapter 7 Numerical control panel messages

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

13.84.F0 237
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

238 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 239

 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. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

240 Chapter 7 Numerical control panel messages

3. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

Recommended action for call-center agents and onsite technicians 241

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

242 Chapter 7 Numerical control panel messages

 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 the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for customers 243

 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. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

244 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

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.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 245

 c. Check for jams in the indicated area.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. 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.

246 Chapter 7 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 247

 c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.

d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.

e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

5. If the sensor test is good, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Booklet finisher PCA See the Repair Service Manual for this
product.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

248 Chapter 7 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Remove any jams or obstructions.

2. 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.

Recommended action for customers 249

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

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.

1. Check the finisher for paper jams or obstructions.

250 Chapter 7 Numerical control panel messages

 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 the inner jams access cover, and then pull the booklet maker out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for call-center agents and onsite technicians 251

 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. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

252 Chapter 7 Numerical control panel messages

4. Check the paper path from the buffer sensor to the booklet entrance sensor. 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.

Callout 1 - Buffer sensor

Callout 2 - Booklet entrance sensor

5. If the error persists, check the booklet entrance sensor (S36).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

Recommended action for call-center agents and onsite technicians 253

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3100, Booklet Entrance Paper Sensor.

c. Push the actuator to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: Remove and replace: Booklet entrance sensorSee the Repair Service Manual for this
product.

6. If the sensor functions correctly, test the booklet entrance motor.

a. Run test 113–3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the motor.

Part number: JC93-001152A

For instructions: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1) when pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed

2) the buffer area also serves as the entrance to the booklet maker.

254 Chapter 7 Numerical control panel messages

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for customers 255

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-38 Open jam access

e. Remove any jams or obstructions.

Figure 7-39 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

256 Chapter 7 Numerical control panel messages

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

Recommended action for call-center agents and onsite technicians 257

 c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-40 Open jam access

258 Chapter 7 Numerical control panel messages

 e. Remove any jams or obstructions.

Figure 7-41 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

Recommended action for call-center agents and onsite technicians 259

 b. Open the inner jam cover.

Open jam access

c. Locate the diverter and check it by pushing down and releasing it.

Figure 7-42 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process

3. Turn the printer off, and then on.

4. If the error persists, please elevate the case using the Standard Support Process

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

260 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for customers 261

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-43 Open jam access

e. Remove any jams or obstructions.

Figure 7-44 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

262 Chapter 7 Numerical control panel messages

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: 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.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

Recommended action for call-center agents and onsite technicians 263

 c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-45 Open jam access

264 Chapter 7 Numerical control panel messages

 e. Remove any jams or obstructions.

Figure 7-46 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 265

 3. If the error persists, check the finisher buffer sensor (S13).

Callout 1 - Sensor S13 location

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2100, 2BinFinisher Buffer exit Sensor.

266 Chapter 7 Numerical control panel messages

 c. Put paper in and out to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher PCA. And
then power on.

Recommended action for call-center agents and onsite technicians 267

 13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

Recommended action for customers

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.

268 Chapter 7 Numerical control panel messages

 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for customers 269

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

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.

270 Chapter 7 Numerical control panel messages

 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 271

 3. If the paper being used is not A4 or letter, test with A4 or letter fed short edge first as indicated below. If a
new error occurs, follow that error guide.

4. Check the paper path from the buffer sensor to the booklet tamper sensor. 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.

NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.

Callout 1 - Buffer sensor

Callout 2 - Booklet tamper sensor

5. If the error persists, check the booklet entrance motor (M15).

272 Chapter 7 Numerical control panel messages

 a. Use a piece of paper to trip the exit sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-3500, Booklet Feed Motor.

Listen for the sound of the motor functioning.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

e. Retest the motor. If the test fails, replace the motor.

Part number: JC93-01152A

Remove and replace: Booklet entrance motor

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

13.69.A2 or 13.98.D3 273

 Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

274 Chapter 7 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 275

 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. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

276 Chapter 7 Numerical control panel messages

3. Check the paper path from the finisher main exit sensor to the buffer sensor. 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.

Callout 1- Main exit sensor

Callout2 - Buffer sensor

4. If the error persists, check the finisher buffer sensor (S13).

a. Using code 113-2100, run the diagnostic test for the sensor:

b. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 277

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–2100, 2BinFinisher Buffer exit Sensor.

d. Put paper in and out of the following area test the sensor and see if the value changes.

Callout 1- load piece of paper.

Callout 2- Buffer exit sensor

e. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

5. Check the booklet feed motor.

a. Run test, 113–3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the feed motor.

Part number: JC93-001152A

For instructions: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.

278 Chapter 7 Numerical control panel messages

13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door
Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1) when pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed

2) the buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door 279
 c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-47 Open jam access

e. Remove any jams or obstructions.

Figure 7-48 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

280 Chapter 7 Numerical control panel messages

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

Recommended action for call-center agents and onsite technicians 281

 c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 7-49 Open jam access

282 Chapter 7 Numerical control panel messages

 e. Remove any jams or obstructions.

Figure 7-50 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

Recommended action for call-center agents and onsite technicians 283

 b. Open the inner jam cover.

Open jam access

c. Locate the diverter and check it by pushing down and releasing it.

Figure 7-51 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process

3. Turn the printer off, and then on.

4. If the error persists, please elevate the case using the Standard Support Process

284 Chapter 7 Numerical control panel messages

20.WX.YZ error messages
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
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.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
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.

1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.

2. Clean the scanner glass and glass strips.

3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

5. Check all connections on the scanner control board and from the scanner control board to the formatter
and the DC controller or the engine control board. If all connections are good, replace the scanner control
board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.

Recommended action for customers

1. Turn the printer off.

20.* errors 285

 2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. If the error persists, please contact customer support.

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. Turn the printer off.

2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. Open the automatic document feeder and verify the LED scan bar moves while opening.

5. If the error persists, check the scanner motor.

a. Open the following menus:

● Support Tools

286 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/document feeder Test Routines

b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex Registration
Sensor.

c. If the motor does not function correctly, replace the stepping motor.

Part number: JC31-00158A

30.01.41
Scanner communication error.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

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, please 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 Generate debug data and then touch Start. (This step takes approximately 1 minute.)

e. Select Retrieve Diagnostic Data.

f. Check Create Zipped debug data.

g. remove the check from Clean up debug data.

h. Select Save to USB drive.

30.01.41 287
 i. Select Save.

NOTE: If the file size is smaller than 10Mb then correct log has not been captured.

30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs with the
CIP6 board.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the problem persists, check the following:

a. Turn the printer off.

b. Remove the scanner rear cover.

c. Check if the connector on the scan joint board is connected correctly (CN6).

3. Check the document feeder board and connectors.

a. Remove the automatic document feeder rear cover.

b. Check if the connector on the document feeder board is connected correctly.

For the LX automatic document feeder check (CN 2). If the inside end of wire harness connection is
raise, it will display 30.01.56 error on control panel.
For GX series automatic document feeder, check if the connector on the document feeder board is
connected correctly (CN9). If the inside end of wire harness connection is raise, it will display 30.01.56
error on control panel.

288 Chapter 7 Numerical control panel messages

 Figure 7-52 PCA Cable

c. If connectors are properly seated on the automatic document feeder PCA, then check continuity of
cable from automatic document feeder to Scan Joint board. If the cable is bad replace cable.

Part number: (elevate case for cable)

d. If the connection is OK, replace the scan-joint board.

Part number: JC92-02781A

For instructions:
E82540-E82560 and E87640-E87660: Removal and replacement: Scan joint board See the Repair
Service Manual for this product.
E72525-E72535 and E77822-E77830 and E78323-E78330: Removal and replacement: Scan joint
board See the Repair Service Manual for this product.

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

Recommended action
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.

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.

31.* errors 289

 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.

31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.

● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.

● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.

Recommended action for customers

1. Open the document feeder 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. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

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.

1. Open the document feeder 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. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operating parts including the motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

290 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0186, Document Scanin Release Motor Forward

● 05-0187, Document Scanin Release Motor Backward

● 05-0153, Document Scanin Release Sensor

● 05-0154, Document Separation Up Down Sensor

c. Replace the following parts as needed.

Scan-in release motor part number: JC31-00009C

Scan-in sensor part number: 0604-001502

Separation sensor part number: 0604-001502

5. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.

● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.

● 31.03.41 The document feeder pickup cam is not working.

Recommended action for customers

1. Open the document feeder 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. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

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.

31.03.40 and 31.03.41 291

 1. Open the document feeder 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. Close the door and then check whether the problem occurs again.

4. Check if there is any problem in the operating parts including the motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0130, Document Pickup Motor Forward

● 05-0131, Document Pickup Motor Backward

● 05-0140, Document Pickup Roller Detect Sensor

● 05-0184, Document Pickup Release Motor Forward

● 05-0185, Document Pickup Release Motor Backward

c. Replace the following parts as needed.

Pickup motor part number: JC31-00132A

Pickup release motor part number: JC31-00009C

Pickup roller detect sensor part number: 0604-001502

5. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.13.00
Multipick jam in document feeder.

NOTE: This event code occurs only on HP Color LaserJet Managed Flow MFP E876, E783, E778, and HP
LaserJet Managed Flow MFP E825, E725 z-bundle.

292 Chapter 7 Numerical control panel messages

Recommended action for customers

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.

Figure 7-53 Check for a paper jam

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 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.

Recommended action for customers 293

 d. Once multi-feed detection is selected, select the Off option.

Figure 7-54 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

8. If the error persists, please contact customer support.

Recommended action for call-center agents

1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.

294 Chapter 7 Numerical control panel messages

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.

Figure 7-55 Check for a paper jam

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 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.

Recommended action for call-center agents 295

 d. Once multi-feed detection is selected, select the Off option.

Figure 7-56 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

296 Chapter 7 Numerical control panel messages

 8. If the error persists across multiple jobs, try to clean the pickup roller from the window of the cover.

Figure 7-57 Clean the pickup roller

9. If the error persists, dispatch an on-site engineer with the part:

Z-bundle ADF separation roller assembly part number: JC97-04915A

Z-bundle ADF pickup roller assembly part number: JC97-04650A

Recommended action for onsite technicians

1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.

Recommended action for onsite technicians 297

 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.

Figure 7-58 Check for a paper jam

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 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.

298 Chapter 7 Numerical control panel messages

d. Once multi-feed detection is selected, select the Off option.

Figure 7-59 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

Recommended action for onsite technicians 299

 8. If the error persists across multiple jobs, clean the ADF separation roller (callout 1), ADF feed roller (callout
2), and pickup roller (callout 3).

Figure 7-60 Clean the ADF rollers

3
2

For instructions: Removal and replacement: Z-bundle ADF pickup roller assembly See the Repair Service
Manual for this product.

For instructions: Removal and replacement: Z-bundle ADF separation roller assembly See the Repair Service
Manual for this product.

9. If the error persists, inspect the ADF separation roller and ADF pickup roller life.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Information

● Field Replacement Unit

● ADF Pickup roller and ADF Separation (Reverse) Roller

b. Check if the count number is about to reach at maximum life. This value is described as cycle count.

c. If the roller is new, remove and reinstall the roller.

d. If the ADF roller is worn out, replace the roller.

Z-bundle ADF separation roller assembly: JC97-04915A

300 Chapter 7 Numerical control panel messages

 Figure 7-61 Z-bundle ADF separation roller assembly

Z-bundle ADF pickup roller assembly: JC97-04650A

Figure 7-62 Z-bundle ADF pickup roller assembly

NOTE: The ADF pickup roller and separation roller life are the same: 200,000 pages in total.

NOTE: The ADF separation roller assembly does not have Spring CS JC61-08235A. HP recommends
having a spring prepared just in case.

For instructions: Removal and replacement: Z-bundle ADF pickup roller assembly See the Repair
Service Manual for this product.
For instructions: Removal and replacement: Z-bundle ADF separation roller assembly See the Repair
Service Manual for this product.

31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

31.13.01 301
 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. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

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.

1. Open the document feeder 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. Close the door and then check whether the problem occurs again.

4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is slightly
lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector, test.

Figure 7-63 CN9 connection

5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
cable.

Part number: (elevate case to get cable)

6. For GX series automatic document feeders, check if there is any problem in the operating parts including
the motor.

a. Open the following menus:

● Support Tools

302 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.

c. If the motor does not function correctly, replace the lift motor for the flow document feeder.

Part number: JC31-00009C

7. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor.
It the sensor fails, replace the sensor.

Part number: 0604-001502

8. Replace the document feeder PCA

Part number (LX): JC92-02962A

Part number (GX): JC92-02964A

9. If the error persists, replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.13.02
Original paper jam in front of the scanner

Recommended action for customers

1. Open the document feeder cover 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. 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.

4. If the error persists, please contact customer support.

LX scanner 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.

The LX scanner/document feeder is found on the following models:

31.13.02 303
 ● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dnmodelsonly

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover.

a. Push and release the pick-up module.

b. Check if the pick-up module returns to the original position.

c. Check if the spring is deformed. If the spring is defective, replace the spring.

Part number: 6107-003581

304 Chapter 7 Numerical control panel messages

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

LX scanner recommended action for call-center agents and onsite technicians 305
 GX scanner 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.

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001502

306 Chapter 7 Numerical control panel messages

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly, replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

4. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

GX scanner recommended action for call-center agents and onsite technicians 307
 For instructions:
dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

308 Chapter 7 Numerical control panel messages

 7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual
for this product.

9. Replace the scan joint board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.13.03
Jam in the automatic document feeder.

When feeding the original, the front end of the original reached the feed sensor and the paper was fed the
designated distance, but the rear end of the original failed to get out of the feed sensor.

Recommended action for customers

1. Open and then close the top door of the automatic document feeder 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. 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.

4. If the error persists, please contact customer support.

LX scanner 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.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

31.13.03 309
 ● E87640-E87660 du models only

● E78223-E78230 dn models only

1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator, check that the actuator returns to its original position.

b. Check if the registration actuator returns to the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

310 Chapter 7 Numerical control panel messages

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

Figure 7-64 Sensor location

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly, replace the automatic document feeder assembly.

Part number: Non- Flow ADF assembly - JC97-04954A

5. Check the reflect film. If it is contaminated, clean it.

LX scanner recommended action for call-center agents and onsite technicians 311
 6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If the wire
harness connector is pull out slightly on the outside edge from the CN2 connector, then the automatic
document feeder will give a 31.13.03 error. Reseat the cable and test.

Figure 7-65 PCA connector

GX scanner 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.

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

312 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0050, Document Feed Sensor.

c. If the sensor does not function correctly replace the sensor.

Part number: 0604-001502

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

GX scanner recommended action for call-center agents and onsite technicians 313
 4. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:
dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

314 Chapter 7 Numerical control panel messages

 6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

7. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

8. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual
for this product.

9. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.13.04
Jam in the automatic document feeder.

Foreign substances are in the simplex scan sensor.

31.13.04 315
 Recommended action for customers

1. Open and 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. 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.

4. If the error persists, please contact customer support.

LX scanner 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.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

316 Chapter 7 Numerical control panel messages

 ● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

DSDF pickup part number: JC97-04856A

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

Part number: JC97-04887A

5. Check the reflect film. If it is contaminated, clean it.

GX scanner 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.

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

2. Test the simplex registration sensor.

GX scanner recommended action for call-center agents and onsite technicians 317
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the document feeder open cover.

Part number: JC97-04869A

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
Service Manual for this product.

3. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

Part number: 0609-001558

For instructions:

318 Chapter 7 Numerical control panel messages

 dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
Repair Service Manual for this product.

4. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

Part number: JC97-04656B

5. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

GX scanner recommended action for call-center agents and onsite technicians 319
 6. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

7. As needed, replace the failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual
for this product.

8. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

31.13.05
Original paper jam in the exit area of scanner

When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor and
the paper was fed the designated distance, but the rear end of the original failed to get out of the duplex scan
sensor.

Recommended action for customers

1. Open and 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. 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.

LX scanner 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.

IMPORTANT: The following troubleshooting is only for the LX scanner. For troubleshooting for the GX scanner,
see the next complete section titled "GX scanner recommended action for call-center agents and onsite
technicians ".

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

320 Chapter 7 Numerical control panel messages

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder cover. If there is jammed paper, remove it.

2. If this error occurs continually, check the registration sensor and the registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.

d. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393
DSDF pickup part number: JC97-04856A

LX scanner recommended action for call-center agents and onsite technicians 321
 3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.

a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.

Callout 1 - Scan 2 sensor.

Callout 2 - Exit sensor.

b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).

Part number: Non Flow ADF – LX Kit - JC97-04954A

c. If the exit sensor fails, replace the DSDF exit assembly.

Part number: JC97-04663A

GX scanner 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.

1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.

322 Chapter 7 Numerical control panel messages

2. If this error occurs continually, check the document feeder scan out sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0071, Document Scan Read Sensor 2.

c. If the sensor is defective, replace the document feeder scan out assembly.

Part number: JC97-04830A

3. Check the following motors.

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

4. As needed, replace the failing motor.

Document registration motors part number: JC31-00132A

Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual
for this product.

GX scanner recommended action for call-center agents and onsite technicians 323
 5. Replace the document feeder PCA (scan joint board).

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
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.

1. Turn the printer off, and then on.

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.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

Recommended action
▲ 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.

324 Chapter 7 Numerical control panel messages

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
▲ Retry the job.

32.1C.08 (event code)

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.

32.1C.09 (event code)

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.

Recommended action 325

 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.

32.1C.11 (event code)

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.

326 Chapter 7 Numerical control panel messages

32.1C.40
The backup operation completed successfully (informational).

Recommended action
▲ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
▲ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
▲ No action necessary.

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
▲ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).

Recommended action
▲ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
▲ No action necessary.

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).

32.1C.40 327
 Recommended action
▲ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
▲ No action necessary.

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 Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
▲ No action necessary.

328 Chapter 7 Numerical control panel messages

32.1C.57
Reset aborted (informational).

Recommended action
▲ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
▲ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
▲ No action necessary.

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).

32.1C.57 329
 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.WX.YZ error messages

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.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem.

▲ Install the correct component for this printer.

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
▲ No action necessary.

330 Chapter 7 Numerical control panel messages

33.04.01 Missing TPM
A Trusted Platform Module 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.

Recommended action

1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was 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. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The original TPM
module must be returned or you may select the Stop Using option in the preboot TPM sub-menu.

Recommended action

1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select the Stop
Using option.

33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM module
currently installed is used to protect data in another device. The original TPM module must be returned or you
can start using this TPM module by selecting the Enable and Use option in the preboot TPM sub-menu. You can
also stop using a TPM altogether.

Recommended action

33.04.01 Missing TPM 331

 1. Turn the printer off and remove the TPM module. The printer will not be protected.

2. If choosing to protect the printer with the used TPM, refer to the "Install a new or re-enable an existing
TPM after disabling a previous TPM" section of the http://h10032.www1.hp.com/ctg/Manual/c04499622
(c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different TPM
accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM module that
was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is unavailable or
damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call center agents and onsite technicians

1. Turn the printer off, and then on.

2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.

3. From the Preboot menu, select Administrator, and then select TPM Config.

4. Select Get status, Enabled and then select Disable TPM and then confirmthe printer will reboot.

NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be in a
Ready state.

5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.

6. Turn the printer off, and then turn it on.

7. Open the Preboot menu.

8. From the Preboot menu, select Administrator, and then select TPM Config.

9. Select Get status, Disabled and then select Enable TPM and then confirmthe printer will reboot.

NOTE: Wait for the printer to restart and to be in a Ready state.

10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new one can
not be installed for security reasons.

332 Chapter 7 Numerical control panel messages

 11. If the error persists, elevate the case using the Standard Support Process.

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)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 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)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 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 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

33.05.0z SureStart errors 333

 ● 33.05.12 Security alert

● 33.05.12 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.

Go to: HP FutureSmart - Latest Firmware Versions

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 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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 following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

334 Chapter 7 Numerical control panel messages

 2. Make sure that the printer is in a Ready state.

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 following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

For more information on the Intrusion Detection error, go to the following document: c04863614.

HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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 following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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.

33.05.5z Intrusion detection errors 335

 NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.

For more information on the Intrusion Detection error, go to the following document: c04863614.

HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual

40.WX.YZ error messages

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
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.

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.

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.

336 Chapter 7 Numerical control panel messages

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
▲ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

Recommended action
▲ No action necessary.

41.WX.YZ error messages

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
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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.

Recommended action 337

 5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.

● Y = A: Size mismatch. Detected paper too long.

● Y = B: Size mismatch. Detected paper too short.

● Y = C: Size mismatch. Inter-page gap error.

● Z = D: Source is the duplexer.

● Z = 1: Source is tray 1.

● Z = 2: Source is tray 2.

● Z = 3: Source is tray 3.

● Z = 4: Source is tray 4.

● Z = 5: Source is tray 5.

● Z = 6: Source is tray 6.

Recommended action for customers

1. Touch OK to use another tray.

2. 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.

3. If the error persists, please contact customer support.

338 Chapter 7 Numerical control panel messages

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. Touch OK to use another tray.

2. 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.

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: JC90-01619A

Tray 3 part number: 5QJ90-60109
Tray 4 part number: JC90-01666A
Tray 5 part number: JC90-01664A

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

Part number: JC93-00018B

Recommended action for call-center agents and onsite technicians 339

 5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-00018B

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

340 Chapter 7 Numerical control panel messages

 ● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

1. Touch OK to use another tray.

2. 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.

3. If the error persists, please contact customer support.

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. Touch OK to use another tray.

2. 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.

Recommended action for customers 341

 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: JC90-01619A

Tray 3 part number: 5QJ90-60109
Tray 4 part number: JC90-01666A
Tray 5 part number: JC90-01664A

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

Part number: JC93-00018B

5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

342 Chapter 7 Numerical control panel messages

 ● Engine Diagnostics

● Engine Test Routines

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-00018B

42.WX.YZ error messages

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

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

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

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

42.B0.01
Missing string in firmware error.

Recommended action
1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

3. If the error persists, elevate the case using the Standard Support Process.

42.* errors 343

 44.WX.YZ error messages
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
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.

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.

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

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.

Go to HP FutureSmart - Latest Firmware Versions.

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.

344 Chapter 7 Numerical control panel messages

44.02.xx Error Event log message (Multifunction product only.)
Personal address book error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

▲ 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.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
1. Try to send the job again.

44.02.xx Error Event log message (Multifunction product only.) 345

 2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

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.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

For more information, go to HP LaserJet Enterprise MFP - Set up Scan to Email.

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.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.

346 Chapter 7 Numerical control panel messages

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.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

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
1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

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.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action 347

 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.

44.16.04 Error Event log message (Multifunction product only.)

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

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.

44.16.05 Error Event log message (Multifunction product only.)

Credentials do not have write access to the SharePoint destination.

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.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

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, 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.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

348 Chapter 7 Numerical control panel messages

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.

44.16.08 Error Event log message (Multifunction product only.)

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.

44.16.09 Error Event log message (Multifunction product only.)

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.

Recommended action 349

 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.

44.16.0E 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 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.

44.16.10 Error Event log message (Multifunction product only.)

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.

350 Chapter 7 Numerical control panel messages

44.34.xx Error Event log message
A fax error has occurred.

Recommended action
1. Try to send the job again.

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
1. Try to send the job again.

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.WX.YZ error messages

45.00.07
Failed to connect to host or proxy.

The communication between the formatter and the main board failed.

This error occurs while trying to access the Support Tools/Service/Service Tools 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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

44.34.xx Error Event log message 351

 b. Check to ensure the internal RJ45 connection on the formatter and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

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.

This error occurs while trying to access the Support Tools/Service/Service Tools 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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools 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 and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

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 Tools Menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

352 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools 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 and the main board is not damaged
and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

46.WX.YZ error messages

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

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

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.

4. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

5. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

Recommended action for call center technicians and onsite agents 353
 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.

5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)

47.WX.YZ error messages

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

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.00.xx
Back channel internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

354 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.01.xx
Image transformer internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.02.xx
Job parser internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

Recommended action for call-center agents and onsite technicians 355

 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.03.xx
Print job internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

356 Chapter 7 Numerical control panel messages

47.05.xx
Print spooler framework internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

47.06.xx
Print application internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

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

47.05.xx 357
 ● 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

Recommended action for customers

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools/Troubleshooting/Diagnostics menu, run the hard disk tests to validate the health
of the device. Fix any issue found with the mass storage device.

3. If the error persists, reload the firmware.

358 Chapter 7 Numerical control panel messages

 4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

48.WX.YZ error messages

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

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)

NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and procedures.

48.0D.01 Remote Image Disk error

The hard disk drive on the main board PCA has experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

48.* errors 359

 3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

49.WX.YZ error messages

49.13.01
Error in the native video pipeline.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Please go to the following document for troubleshooting procedures:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E82560,

E87640-E87660 - 49.13.0 in solid condition

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:

360 Chapter 7 Numerical control panel messages

 ● 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

Recommended action for customers

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.

1. Turn the printer off, and then on.

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.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

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.

1. Turn the printer off, and then on.

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.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:

HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

50.WX.YZ error messages

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

Recommended action for customers 361

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or replace
the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

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.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions 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.

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.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002

362 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

5. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

6. If the problem persists, replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

7. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

Recommended actions for call-center agents and onsite technicians 363

 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 customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions 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.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. If the error persists, check to see if when the side-cover closes, the operation sound of the pressure control
unit occurs.

3. Check if the fuser-motor is functioning correctly using the service-mode.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

b. Test the fuser gap motor and sensor using test 109–0140 Fuser Gap Home Sensor test.

Figure 7-66 Fuser Gap sensor

c. If the fuser gap test fails, verify that the wire harness to the sensor is good and correctly seated.

364 Chapter 7 Numerical control panel messages

 d. Check if the encoder disk on the left side of the fuser is damaged or broken. If it is damaged, replace
the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

e.

f. If the motor does not function correctly, replace the fuser drive unit.

Part number: JC93-00449A

4. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.

Part number: LVPS Type-5 110v - JC44-00249A

Part number: LVPS Type-5 220v - JC44-00250A
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

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 fault occurred in the center thermistor, center lamp, or center heater control circuit

● 50.FF.06 Temperature of the thermistor is higher than the maximum allowable temperature.

50.FF.yz Fuser error 365

 ● 50.FF.07 Temperature of the 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 center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0E The temperature measured by the central thermistor is much lower than the control temperature.

● 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.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions 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.

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.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

366 Chapter 7 Numerical control panel messages

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.

Part number: JC39-02076A

8. If the problem persists, replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
Part number: LVPS Type-5 110v - JC44-00249A
Part number: LVPS Type-5 220v - JC44-00250A
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

Recommended actions for call-center agents and onsite technicians 367

 54.WX.YZ error messages
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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

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.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

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.

368 Chapter 7 Numerical control panel messages

 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, 50.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 a open circuit.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, Check the fuser.

a. Run the fuser temperature test.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.

c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.

d. If the temperature test is normal, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors 369

 e. 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.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: Removal and replacement: Fuser See the Repair Service Manual for this product.

f. If the resistance measures OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

3. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

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

The 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 fuser inner temperature sensor is less than the minimum value permitted.

● 54.DD.07 The output of the fuser inner temperature sensor is more than the maximum value permitted.

370 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser.

a. Turn the printer off.

b. Open the right side cover.

c. Remove the fuser.

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.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: Removal and replacement: Fuser See the Repair Service Manual for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

4. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

Recommended action for customers 371

 ● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

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.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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. Check the temperature sensor.

a. Turn the printer off.

b. Remove the control panel bezel.

i. Open the document feeder, and then remove three screws.

372 Chapter 7 Numerical control panel messages

 ii. Place the control panel in the upright position.

iii. Gently pry the control panel bezel from the center screw hole, and the pry from the center of the
control panel bezel to the edge release.

CAUTION: Do not pry against the scanner glass when removing the control panel bezel.

c. Disconnect and reconnect the connector between the temperature sensor and the main board PCA to
ensure the connectors are seated correctly and are not damaged.

d. Turn the printer on, and retest.

e. If the error persists, replace the temperature/humidity sensor.

Part number: JC93-00486A

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 373

 56.WX.YZ error messages
56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

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.

1. Turn the printer off, and then on.

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.WX.YZ error messaages

57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

▲ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 57.00.xx Errors

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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. 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.

3. 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 Fan failure

Switching mode power supply (SMPS) fan error.

374 Chapter 7 Numerical control panel messages

 ● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.

● 57.00.02 The SMPS fan was activated, but it did not start.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0260, SMPS Fan Run.

c. If the fan does not function, remove the rear cover.

d. Check if the corresponding fan connector is connected correctly.

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00161A

For instructions: Removal and replacement: LVPS fan See the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

Recommended action for customers 375

 5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt meter
(3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00161A

For instructions: Removal and replacement: LVPS fan See the Repair Service Manual for this product.

57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure

Duplex fan error.

● 57.00.03 Duplex fan 1 was not activated, but the printer indicates that it is operating.

● 57.00.04 Duplex fan 1 operates, but it stops after a certain amount of time.

● 57.00.28 Duplex fan 2 was not activated, but the printer indicates that it is operating.

● 57.00.29 Duplex fan 2 operates, but it stops after a certain amount of time.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

376 Chapter 7 Numerical control panel messages

 ● Engine Test Routines

b. Run test 100-0160, Duplex Fan 1 Run, and test 100-0161, Duplex Fan 2 Run.

c. Check if the corresponding fan connector is connected correctly on the duplexer unit.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the defective fan.

Part number: JC31-00160C

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt meter
(3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00160C

57.00.13, 57.00.14, Fan failure

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 the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

57.00.13, 57.00.14, Fan failure 377

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0040, Fuser Fan Run.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).

e. If the 24V power is generated, replace the defective fan.

Part number: JC31-00161A

For instructions: Removal and replacement: Fuser duct fan See the Repair Service Manual for this
product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt meter
(3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

378 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00161A

For instructions: Removal and replacement: Fuser duct fan See the Repair Service Manual for this
product.

59.WX.YZ error messages

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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

59.* errors 379

 1. Turn the printer off, and then on.

2. Check the registration/MP motor.

a. Open the side cover.

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 drive assembly.

Part number: JC93-00443A

For instructions: Removal and replacement: Registration/MP drive assembly See the Repair Service
Manual for this product.

c. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

d. Run test 100-0000, Main BLDC Motor.

e. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.

Figure 7-67 Connector 21 on the main board PCA

380 Chapter 7 Numerical control panel messages

f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

g. If the voltage is good, replace the motor.

Part number: JC31-00123B

h. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.

Figure 7-68 Connector 17 on the main board PCA

i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

j. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Recommended action for call-center agents and onsite technicians 381

 Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

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.

Figure 7-69 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

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.

382 Chapter 7 Numerical control panel messages

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: Removal and replacement: Fuser See the Repair Service Manual for this product.

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.

Part number: JC93-00441A

For instructions: Removal and replacement: Fuser exit drive assembly See the Repair Service Manual
for this product.

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

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the signal voltage
on the main board PCA.

Recommended action for customers 383

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

Figure 7-70 Connector 15 on the main board PCA

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.

Part number: JC31-00123B

f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.

384 Chapter 7 Numerical control panel messages

 Figure 7-71 Connector 17 on the main board PCA

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) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

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.

Figure 7-72 Test pin 7 to chassis ground

Recommended action for call-center agents and onsite technicians 385

 b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.90, 59.00.A0 Motor error

ITB motor error.

● 59.00.90 The ITB motor is operating, but the printer indicates that it is stopped.

● 59.00.A0 The ITB motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. Remove the ITB cleaner and ITB unit. Check if there is any foreign substance or paper in the ITB unit.

3. Ensure the transfer belt moves freely. If it does not or if it is damaged, replace the ITB.

Part number: 5PN63-67001

For instructions: Removal and replacement: Intermediate transfer belt See the Repair Service Manual for
this product.

4. Check the ITB motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

386 Chapter 7 Numerical control panel messages

b. 109-0450, ITB Motor. If the motor functions correctly.

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

Figure 7-73 Main board PCA

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.

Part number: JC31-00123B

Recommended action for call-center agents and onsite technicians 387

 f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 17 of the main board PCA from the LVPS type 5.

Figure 7-74 Main board PCA

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) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

5. Check the motor signal 3.3V from the main board PCA.

388 Chapter 7 Numerical control panel messages

 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.

Figure 7-75 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.F0 Motor error

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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center

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.

1. Turn the printer off, and then on.

2. Ensure the printer has version 4.10 or newer firmware. To identify the current firmware version installed,
print or view a Configuration Page to identify the bundle of firmware installed on the MFP.

a. At the control panel, select the Reports icon.

59.00.F0 Motor error 389

 b. Select Configuration/Status Pages.

c. Check the Configuration Page box and select the View or Print icon.

d. On the configuration page, under the Device Information heading, locate the Firmware Bundle Version.

e. If the firmware bundle version is less than 4.10, update the firmware.

Figure 7-76 Check the firmware version

NOTE: For more information on the firmware update, see

HP LaserJet Managed MFP E77822, E77825, E77830, E87640, E87650, E87660 - 59.00.F0 error

3. If the error continues, dispatch an onsite technician with an ITB.

Part number: JC98-00980D

Recommended action for 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.

1. Turn the printer off, and then on.

2. Open the right-side cover, then remove and reconnect the ITB connector to ensure it is seated correctly.

Figure 7-77 ITB connector

390 Chapter 7 Numerical control panel messages

3. Ensure the printer has version 4.10 or newer firmware. To identify the current firmware version installed,
print or view a Configuration Page to identify the bundle of firmware installed on the MFP.

a. At the control panel, select the Reports icon.

b. Select Configuration/Status Pages.

c. Check the Configuration Page box and select the View or Print icon.

d. On the configuration page, under the Device Information heading, locate the Firmware Bundle Version.

e. If the firmware bundle version is less than 4.10, update the firmware.

Figure 7-78 Check the firmware version

NOTE: For more information on the firmware update, see

HP LaserJet Managed MFP E77822, E77825, E77830, E87640, E87650, E87660 - 59.00.F0 error

4. If the error continues, replace the ITB

Part number: JC98-00980D

5. If the error continues, test the T1 engage motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test number 100-0080, ITB Engagement Motor.

● If there is a motor noise or the motor is not operating normally, remove the rear cover. Rotate
the T1 engage motor in the main drive unit manually. If the motor operation is stiff, replace the
motor.

Recommended action for onsite technicians 391

 Part number: JC93-00452A

● Remove the ITB from the printer and check if the photo sensor is contaminated or assembled
incorrectly. Clean the sensor, reassemble or replace the sensor as needed.

For instructions: see Removing and Replacing the Intermediate transfer belt (ITB) unit HP Color
LaserJet MFP E77822, E77825, E77830 Series for a video on how to remove and replace the ITB.
ITB Sensor Part number: 0604-001393

Figure 7-79 ITB sensor

6. If the motor is operational, run the ITB engagement test with the ITB removed and watch for the engage
gear to rotate. If the gear is not operating correctly, replace the main sub drive unit.

Part number: JC93-00914B

For instructions: Removal and replacement: Main drive assembly See the Repair Service Manual for this
product.

Figure 7-80 ITB engagement gear

7. If the error continues, elevate the case using standard support processes.

59.0X.50, 59.0X.60 Motor error

OPC motor error.

● 59.05.50 The black OPC motor is operating, but the printer indicates that it is stopped.

● 59.05.60 The black OPC motor was not activated, but the printer indicates that it is operating.

● 59.06.50 The cyan OPC motor is operating, but the printer indicates that it is stopped.

● 59.06.60 The cyan OPC motor was not activated, but the printer indicates that it is operating.

392 Chapter 7 Numerical control panel messages

 ● 59.07.50 The magenta OPC motor is operating, but the printer indicates that it is stopped.

● 59.07.60 The magenta OPC motor was not activated, but the printer indicates that it is operating.

● 59.08.50 The yellow OPC motor is operating, but the printer indicates that it is stopped.

● 59.08.60 The yellow OPC motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. If the error persists, check the image drum.

a. Open the front and side cover.

b. Remove the toner collection unit.

c. Remove the failing image drum unit.

d. Ensure that the drum rotates freely and is not damaged. Replace the image drum as needed.

Part number: W9215-67901

For instructions: Removal and replacement: Imaging unit See the Repair Service Manual for this
product.

3. If the image drum is OK, check the OPC motor.

a. Open the following menus:

● Support Tools

Recommended action for customers 393

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the following test for the failing color:

● 100-0041, Yellow Drum Motor.

● 100-0042, Magenta Drum Motor.

● 100-0043, Cyan Drum Motor.

● 100-0044, Black Drum Motor.

c. If the test fails, remove the rear cover and check if the wire harness on the drive assembly and
connector 21 on the main board PCA are seated correctly.

Figure 7-81 Main board PCA

d. Perform the motor test again and watch the failing color motor for rotation.

394 Chapter 7 Numerical control panel messages

e. If the motor does not function correctly, test the 24V motor power on pins 1 and 2 of the motor
connection (24V ± 5%).

f. If the voltage is good, replace the motor.

Part number: JC31-00123A

g. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 17 of the main board PCA from the LVPS type 5.

Figure 7-82 Main board PCA

h. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

i. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Recommended action for call-center agents and onsite technicians 395

 Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

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.

Figure 7-83 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

d. If the value is normal, replace the motor.

Part number: JC31-00123A

59.09.00 Motor error

CPR shutter motor error.

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

Recommended action for customers

1. Turn the printer off, and then on.

396 Chapter 7 Numerical control panel messages

 2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check whether any paper or a obstructions are jamming the CPR shutter and causing it to fail. Remove jams
or obstructions as needed.

3. Check the CPR motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 112-0200, ACR Shutter Motor Run.

Recommended action for call-center agents and onsite technicians 397

 c. If the CPR shutter motor does not operate, remove the front cover and check the connection to the
CPR motor.

d. Retest the motor.

e. If the test fails, remove the motor from the printer without disconnecting the wires.

f. Rerun the motor test.

g. If the motor does not function correctly, replace the CPR shutter drive.

Part number: JC93-00894A

For instructions: Removal and replacement: CPR shutter motor See the Repair Service Manual for this
product.

h. If the motor functions correctly when not connected to the printer, replace the main frame CPR
assembly

Part number: JC93-00895A

For instructions: Removal and replacement: 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.

Part number: JC93-00894A

398 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: CPR shutter motor See the Repair Service Manual for this
product.

59.0X.70, 59.1X.B0, 59.0X.90, 59.1X.C0 Motor error

Toner supply motor error.

NOTE: 59.0X.70, 59.0X.90: These event codes are for FutureSmart firmware versions prior to 5.2.

59.1X.B0, 59.1X.C0: These event codes are for FutureSmart firmware versions 5.2 and later.

● 59.05.70, 59.10.B0 The black toner supply motor operates, but the toner is not supplied.

● 59.06.70, 59.11.B0 The cyan toner supply motor operates, but the toner is not supplied.

● 59.07.70, 59.12.B0 The magenta toner supply motor operates, but the toner is not supplied.

● 59.08.70, 59.13.B0 The yellow toner supply motor operates, but the toner is not supplied.

● 59.05.90, 59.10.C0 Black toner motor error

● 59.06.90, 59.11.C0 Cyan toner motor error

● 59.07.90, 59.12.C0 Magenta toner motor error

● 59.08.90, 59.13.C0 Yellow toner motor error

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

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.

1. Turn the printer off, and then on.

2. Check the toner supply line.

a. Open the front cover.

b. Remove the toner collection unit.

59.0X.70, 59.1X.B0, 59.0X.90, 59.1X.C0 Motor error 399

 c. Fold down the toner supply shutter and check If the toner supply pipe is blocked. It 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. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the following test:

Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111-0020, Toner Dispense Motor Cyan

● 111-0010, Toner Dispense Motor Magenta

● 111-0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

400 Chapter 7 Numerical control panel messages

d. If the motor fails, check the operation of the idle feeding duct gear (callout 1) and toner duct gear
(callout 2) If the gear is broken, replace the defective part.

Callout 1: Feed duct gear

Callout 2: Toner duct gear

Idle feeding duct gear part number: JC66-03166A

Remove and replace: Toner duct assembly
Toner duct part number: JC93-00483B

e. If the motor test fails, measure the voltage on the failing color motor connector.

f. If 24V is measured on the connector, replace the toner motor.

Part number: JC31-00123A

Recommended action for call-center agents and onsite technicians 401

 g. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main board
PCA from the LVPS type 5.

Figure 7-84 Main board PCA

h. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

i. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

402 Chapter 7 Numerical control panel messages

60.WX.YZ error messages
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.

Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length 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.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

60.00.02 or 60.01.02 403

 2. Ensure that the tray width and length 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.

3. Check the tray lift mechanism.

a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.

Figure 7-85 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: JC90-01619A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 2 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

404 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0200 (Tray 2 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup lift drive assembly.

Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: Removal and replacement: Pickup lift drive unit See the Repair Service
Manual for this product.
For instructions E77xxx series: Removal and replacement: Pickup lift drive unit See the Repair Service
Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0050 tray 2 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00510A
For instructions E72xxx series: Removal and replacement Paper pickup assembly and empty sensor
See the Repair Service Manual for this product.
For instructions E77xxx series: Removal and replacement: Paper pickup assembly and empty sensor
See the Repair Service Manual for this product.

60.00.03 or 60.01.03
indicates tray 3 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.

Recommended action for customers

60.00.03 or 60.01.03 405

 1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length 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.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length 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.

3. Check the tray lift mechanism.

406 Chapter 7 Numerical control panel messages

 a. Remove tray 3 and examine the lift gear mechanism on the rear of the tray.

Figure 7-86 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: JC90-01620A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 3 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0210 (Tray 3 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: Removal and replacement: Pickup lift drive unit See the Repair Service
Manual for this product.
For instructions E77xxx series: Removal and replacement: Pickup lift drive unit See the Repair Service
Manual for this product.

Recommended action for call-center agents and onsite technicians 407

 5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0120 tray 3 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00510A
For instructions E72xxx series: Removal and replacement Paper pickup assembly and empty sensor
See the Repair Service Manual for this product.
For instructions E77xxx series: Removal and replacement: Paper pickup assembly and empty sensor
See the Repair Service Manual for this product.

60.00.04 or 60.01.04
indicates tray 4 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP high capacity input.

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 is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

408 Chapter 7 Numerical control panel messages

 2. Ensure that the tray width and length 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.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP high capacity input tray; Recommended action for customers

1. Open the 2000 sheet feeder, tray 4.

2. Removal all the paper and close the tray to see if the tray will lift correctly.

HP high capacity input tray; Recommended action for customers 409

 3. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.

Figure 7-87 Paper loaded incorrectly

Figure 7-88 Paper loaded correctly

410 Chapter 7 Numerical control panel messages

 4. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.

5. close the tray to see if the error has disappeared.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length 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.

3. Check the tray lift mechanism.

a. Remove tray 4 and examine the lift gear mechanism on the rear of the tray.

Figure 7-89 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 4 part number: JC90-01666A

4. If the tray is good, test the tray lift motor.

HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians 411
 a. Make sure tray 4 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0220 (Tray 4 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-00442B

For instructions: Removal and replacement: pickup lift drive See the Repair Service Manual for this
product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0190 tray 4 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00513A
For instructions: Removal and replacement: Paper pickup unit See the Repair Service Manual for this
product.

HP high capacity input tray: Recommended action for call-center agents and onsite technicians

▲ Please check the following document for the procedure to follow:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­

E87660 - 60.00.04 error at 2,000 Sheets High Capacity Input

412 Chapter 7 Numerical control panel messages

60.00.05 or 60.01.05
indicates tray 5 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP 3000 sheet side high
capacity input.

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 is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length 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.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

60.00.05 or 60.01.05 413

 2. Ensure that the tray width and length 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.

3. Check the tray lift mechanism.

a. Remove tray 5 and examine the lift gear mechanism on the rear of the tray.

Figure 7-90 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 5 part number: JC90-01652A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 5 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

414 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0230 (Tray 5 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions: Removal and replacement: Dual cassette feeder drive motor See the Repair Service
Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0260 tray 5 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001490

Pickup unit part number: JC93-01364A
For instructions: Removal and replacement: Dual cassette pickup unit See the Repair Service Manual
for this product.

61.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

61.00.00 415
 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

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

416 Chapter 7 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.

62.WX.YZ error messages

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

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

Recommended action for customers 417

 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.WX.YZ error messages

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

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

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. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

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

The printer cannot read the resistance value of the charger in the imaging unit.

An error occurred when installing or connecting the imaging unit due to contaminating or damage of the high
voltage contact point.

63.00.02 Yellow image unit

63.00.03 Magenta image unit

63.00.04 Cyan image unit

63.00.05 Black image unit

418 Chapter 7 Numerical control panel messages

 Possible causes:

● The drum unit is not installed.

● The CRUM data is not detected.

● The machine can’t read the charger resistance of the imaging unit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the image unit for the failing color.

a. Open the front and right cover.

b. Remove the toner collection unit.

c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace the
imaging drum unit as needed.

Part number: W9215-67901

For instructions: Removal and replacement: Imaging unit See the Repair Service Manual for this
product.

Recommended action for customers 419

 d. Check the metal 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: W9215-67901

For instructions: Removal and replacement: Imaging unit See the Repair Service Manual for this product.

5. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00212B

For instructions: Removal and replacement: High-voltage power supply See the Repair Service Manual for
this product.

6. 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

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

420 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. 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.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use the Find field to search for the Drum Motor service code for the affected color.

● Cyan: 100-0043

● Yellow: 100-0041

● Magenta: 100-0042

● Black: 100-0044

Figure 7-91 Service Tools

Recommended actions for call-center agents and onsite technicians 421

 c. On the Drum Motor, press Start, run for 20 seconds, and then press Stop.

Figure 7-92 Drum test view

d. Repeat the Drum motor test approximately 3-4 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.

2. Turn the printer off, and then on.

3. Open the front cover.

4. Remove the toner collection unit.

5. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is clogged or
blocked, open it.

Figure 7-93 Check toner pipe

IMPORTANT: Ensure that the toner supply shutter is back in the up position before continuing.

422 Chapter 7 Numerical control panel messages

6. Install the toner collection unit. Close the front cover.

7. Turn the printer off, and then on. Verify if the error persists.

8. If the error persists, remove and reinstall the developer unit.

9. If the error persists, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

10. If the error persists, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

Recommended actions for call-center agents and onsite technicians 423

 d. If the motor test fails, measure the voltage on the failing color motor connector.

Figure 7-94 Measure voltage

e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions: Removal and replacement: Toner supply drive assembly See the Repair Service
Manual for this product.

f. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main board
PCA from the LVPS type 5.

Figure 7-95 Check voltage on LVPS

Figure 7-96 Main board PCA

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

424 Chapter 7 Numerical control panel messages

 h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this 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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Open the side cover.

2. Remove an reinstall the transfer roller.

3. If the error persists, replace the transfer roller.

Part number: JC95-01942A

For instructions: Removal and replacement: Transfer roller See the Repair Service Manual for this product.

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00212B

For instructions: Removal and replacement: High-voltage power supply See the Repair Service Manual for
this product.

63.00.0A 425
 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.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Wait for the printer to cool, then turn on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
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 7-97 Connection 28

4. Assemble the rear cover and turn the printer on.

426 Chapter 7 Numerical control panel messages

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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

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

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this 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 7-98 Connection 28

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.

63.00.17, 63.00.18, 63.00.19 or 63.00.1A 427

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

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

Figure 7-99 Connection 28

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 24 V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

428 Chapter 7 Numerical control panel messages

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

Figure 7-100 Connector 17 on the main board PCA

3. If the 24V 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.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

63.00.22
An error occurred in the 5V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

63.00.22 429
 Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

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

Figure 7-101 Connector 17 on the main board PCA

3. If the 24V 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.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

63.00.23
The heater control relay operates incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

430 Chapter 7 Numerical control panel messages

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser unit.

3. Turn the printer on.

4. If the error persists, replace the fuser unit

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: Removal and replacement: Fuser See the Repair Service Manual for this product.

63.00.2D
The operation of the LSU shutter is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions 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.

1. Upgrade the firmware to current released version on HP.com.

2. Check the version of the main board. If the line JADE_X4300_MAIN V0.4 6L does not have V0.4 or higher
revision, then replace main board.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 431

 Figure 7-102 Check Main Board version

3. If issue persists, turn the printer off, and then on.

4. Check the laser/scanner shutter.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run tests 110–0320, LSU Shutter Open and 110–0330, LSU Shutter Closed.

c. If the laser shutter does not make a sound during the test, turn the printer off, and remove the power
cord.

d. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

432 Chapter 7 Numerical control panel messages

 e. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: JC39-02114A

f. Turn the printer on and retest the laser shutter.

g. If the error persists, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

63.00.2F, 63.00.30, or 63.00.31

Laser/scanner unit motor error.

63.00.2F The laser/scanner motor has stopped, but the ready signal indicates that the laser/scanner motor is
operating.

63.00.30 The laser/scanner motor is operating, but the laser/scanner motor ready signal does not change as
driving.

63.00.2F, 63.00.30, or 63.00.31 433

 63.00.31 The laser/scanner motor is operating, but the laser/scanner motor ready signal has changed to stop.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions 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.

1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

434 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

63.00.33, or 63.00.34
Laser/scanner unit motor error.

63.00.33 The H-Sync signal of the laser/scanner unit is abnormal.

63.00.33, or 63.00.34 435

 63.00.34 The H-Sync signal of the laser/scanner unit is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions 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.

1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

436 Chapter 7 Numerical control panel messages

 c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

63.00.35
The laser/scanner unit is not detected.

63.00.35 437
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions 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.

1. Turn the printer off, and then on.

2. Check whether the laser/scanner unit motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

3. If the laser/scanner unit motor does not make a 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 laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

438 Chapter 7 Numerical control panel messages

 d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: JC39-02114A

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/scanner unit
replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

5. If the laser/scanner unit motor does not make a sound:

Part number: JC97-04864A

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual for this
product.

Recommended actions for call-center agents and onsite technicians 439

 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41
The toner concentration (T/C) sensor that monitors the toner concentration in the developer has detected a low
or depleted developer unit.

The printer detected an error in the T/C sensor that monitors the toner for the developer.

The output of the T/C sensor is more than or less than the permitted value range. Or, there is no signal change in
a certain cycle.

63.00.3B There is an error in the toner supplied to the yellow developer.

63.00.3D There is an error in the toner supplied to the magenta developer.

63.00.3F There is an error in the toner supplied to the cyan developer.

63.00.41 There is an error in the toner supplied to the black developer.

Recommended actions for customers

▲ While the control panel message suggests turning the printer off and then on, HP recommends contacting
customer support immediately when this error occurs. Do not power cycle the printer and continue printing.

Recommended actions for call-center agents

IMPORTANT: DO NOT have the customer power cycle the printer and continue printing.

1. Dispatch a technician to perform the procedure noted in the “Recommended action for on-site technician
section”, which includes replacing the developer unit, executing diagnostics at the device, and upgrading
firmware.

Part numbers:

● 63.00.3B - HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx
series)

● 63.00.3B - HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A

(E778xx series)

● 63.00.3B - HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx
series)

● 63.00.3B - HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx
series)

NOTE: If the firmware bundle installed on the printer is lower than 4.6.2.1, inform the customer that as
part of the resolution, the firmware will need to be upgraded.

2. To identify the current firmware version installed, print or view a Configuration Page to identify the bundle of
firmware installed on the MFP.

a. At the control panel, select the following menus: Reports > Configuration > Status Pages

b. Check the Configuration Page box and select the View or Print icon.

c. On the configuration page, under the Device Information heading, locate the Firmware Bundle Version.

440 Chapter 7 Numerical control panel messages

Recommended actions for onsite technicians

IMPORTANT: If the printer is remotely monitored, it is highly recommended a service call be logged and the
following actions taken immediately if any of the 4 error messages appear.

When a 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 error is listed on the control panel, the control panel message
includes instructions to power cycle. If an end user power cycles the printer, it will recover initially, but the error
will recur later. If the customer continues to power cycle and print, the printer will eventually be unable to recover
the error with a power cycle. The following provides instructions to recover the printer. Once the error is cleared,
it’s important that firmware also be upgraded to firmware bundle 4.6.2.1 or greater, in order to keep the issue
from recurring in the future.

1. To temporarily clear the error, turn the printer off and then on.

NOTE: In most cases, the developer will need to be replaced. However, if the printer is not used after the
63.00.ZZ error occurs the first time, it may be possible to recover the developer and not replace it.
Instructions are provided under in the following: Recover the developer on page 446.

2. Replace the failing developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

3. Reset the developer.

a. From the control panel, open the following menus:

● Support Tools

● Service

● Sign in by entering the service pin in the Access Code field.

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, open Supply Status > Field Replaceable Unit > Development Unit.

c. Open the front door and select the developer unit that was checked and/or replaced.

d. Select Reset and close the front door.

4. After the printer returns to a Ready state, upgrade the Firmware bundle to version 4.6.2.1 or newer.

5. If the above troubleshooting does not resolve the issue, continue with the following additional
troubleshooting instructions.

NOTE: If the error is not resolved, a different root cause may be at fault. The following are possible, but
not common, causes for these errors.

Recommended actions for onsite technicians 441

 6. Check the toner cartridge.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the failing color toner cartridge.

d. Check the date-code of toner cartridge. The eighth digit is the year, the ninth digit is the month. Toner
cartridges built before September 2017 may induce one of these errors

Table 7-4 Year

YEAR 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

CODE B C D F G H J K M N

Table 7-5 Month

Month 1 2 3 4 5 6 7 8 9 10 11 12

CODE 1 2 3 4 5 6 7 8 9 A B C

442 Chapter 7 Numerical control panel messages

 Figure 7-103 Serial number lable

NOTE: Any cartridges before the date-code of “JA” would be considered suspect to possibly cause
this issue.

e. If cartridges are date-code of “JA” or older, replace the cartridge. If the date code is newer than "JA"
continue troubleshooting.

f. Rotate the gear on the toner cartridge to ensure that it turns freely. If it does not, replace the toner
cartridge.

HP Black Managed LJ Toner Cartridge part number: W9210-67901

HP Cyan Managed LJ Toner Cartridge part number: W9211-67901
HP Magenta Managed LJ Toner Cartridge part number: W9213-67901
HP Yellow Managed LJ Toner Cartridge part number: W9212-67901

g. If the toner cartridge is OK, check if the toner supply pipe is closed. If it is closed, open it.

Recommended actions for onsite technicians 443

 h. Check the rubber toner supply pipe by pinching it to see if it is hard and compacted in the tube. (Note:
it should be very soft and should be able to pinch the tube together in a normal run state)

7. Remove and reinstall the failing developer unit.

8. Reinstall the toner collection unit.

9. Turn the printer on and test the printer with a demo page or configuration page.

10. If the error persists, replace the failing developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.

11. If the error persists, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

444 Chapter 7 Numerical control panel messages

 ● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

d. If the motor test fails, measure the voltage on the failing color motor connector.

e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions: Removal and replacement: Toner supply drive assembly See the Repair Service
Manual for this product.

f. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main board
PCA from the LVPS type 5.

Recommended actions for onsite technicians 445

 Figure 7-104 Main board PCA

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) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.

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

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

j. If the voltage from the main board PCA is good, replace the failing color motor.

Part number: JC93-00446B

For instructions: Removal and replacement: Toner supply drive assembly See the Repair Service
Manual for this product.

Recover the developer

Follow these instructions to attempt recover the developer unit rather than replacing it. Perform the Drum Motor
and Toner Dispense Motor diagnostic tests from the control panel to recover the developer unit.

If this procedure is not successful at clearing the error, replace the developer unit.

1. Open the front cover.

2. Remove the affected toner cartridge indicated by the error code, close front cover, and then wait for the
Install cartridge message to display.

NOTE: The color of the affected toner cartridge is indicated in the last two digits of the error code.

● 63.00.3B = yellow

● 63.00.3D = magenta

446 Chapter 7 Numerical control panel messages

 ● 63.00.3F = cyan

● 63.00.41 = black

3. Open the front cover, reinstall the affected toner cartridge, and do NOT close the front cover.

NOTE: Closing the front cover will cause the service menu test to not work correctly. The motors will NOT
spin, causing you to believe you have a bad motor.

4. Open the service menu.

▲ Open the following menus:

● Support Tools

● Service

NOTE: Sign in by entering the service pin in the Access Code field.: 04077817

5. Run an engine test routine on the Toner Dispense Motor for 2 seconds.

NOTE: The Toner Dispense Motor test will need to be performed alternately with the Drum Motor test 3
times each before power cycling the printer.

a. Open the following menus:

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use the Find field to search for the Drum Motor service code for the affected color.

● 100-0044, Toner Dispense Motor Black

● 100-0043, Drum Motor Cyan

● 100-0042, Drum Motor Magenta

● 100-0041, Drum Motor Yellow

Recover the developer 447

 c. On the Toner Dispense Motor, press Start, run for 2 seconds, and then press Stop

6. Run an engine test on the Drum Motor for 20 seconds.

NOTE: The Drum Motor test will need to be performed alternately with the Toner Dispense Motor test 3
times each before power cycling the printer.

a. Open the following menus:

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

448 Chapter 7 Numerical control panel messages

 b. Use the Find field to search for the Toner Dispense Motor service code for the affected color.

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. On the Drum Motor, press Start, run for 20 seconds, and then press Stop.

7. Repeat the Toner Dispense motor test using the procedure described above.

8. Repeat the Drum motor test using the procedure described above.

9. Repeat the Toner Dispense motor test using the procedure described above.

Recover the developer 449

 10. Repeat the Drum motor test using the procedure described above.

11. Turn the printer off, and ten on.

NOTE: All cartridges must be installed and the front door closed before power cycling the printer.

a. If the error clears for the specified color, but another error code (63.00.3B, 63.00.3D, 63.00.3F, or
63.00.41) displays for a different color, repeat both Toner Dispense motor and Drum motor test
procedures for each color until the printer returns to a ready state.

b. If the error clears and the printer returns to a Ready state, continue to the next step.

12. Print PQ Troubleshooting Pages for a total of 3 sets to help finish replenishing the toner in the developer
units.

NOTE: During this time, the printer might pause while printing the PQ troubleshooting pages. This is
expected behavior. If the motor turns very fast for short periods, the printer is adding toner to the
developer units. This will likely occur multiple times before the print process completes. Wait for the entire
process to complete.

● If the printer returns to Ready, upgrade the Firmware bundle to version 4.6.2.1 or newer.

● If the error persists, the developer unit cannot be restored and instead must be replaced. Follow
standard instructions above to replace the developer unit and restore the TC levels.

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

450 Chapter 7 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended actions 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.

1. Turn the printer off, and then on.

2. Check the eraser LED.

a. Open the right side cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test one of the following tests for the failing color.

● 107-0162 Yellow Eraser On.

● 107-0163 Magenta Eraser On.

● 107-0164 Cyan Eraser On.

● 107-0165 Black Eraser On.

Recommended action for customers 451

 d. Ensure 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 the connector 31 on the
main board PCA. If the wire harness is damaged, replace the cable harness.

Part number: JC39-02079A

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 31.

452 Chapter 7 Numerical control panel messages

 ii. The voltage measurements should read as follows.

c. If the voltage measured is normal, replace the failing color eraser PCA.

Part number: JC92-02244A

d. If the voltage measured is abnormal, replace the main board PCA.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this
product.

4. If the error persists, replace the eraser PCA and joint PCA..

Eraser PCA part number: JC92-02244A

Joint PCA part number: JC92-02163A

63.4D.01
Engine firmware crash in the portability layer.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

63.4D.01 453
 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

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

63.53.01
Engine crash on the scan area.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, Check all the connections and cables between the automatic document feeder and the
Scan Joint board. If cables check out good visually and with a continuity check, then replace the Scan Joint
board.

Part number: JC92-02781A

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this
product.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number (LX): JC97-04954A

Part number (GX): JC97-04955A
Part number (sGX): JC97-04956A

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

454 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.02
Imaging ASIC card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.01.03
Imaging ASIC card memory failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians 455

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

456 Chapter 7 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

Recommended action for customers 457

 64.01.07
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­
E87660 - Accelerator Card No Longer Requires External +5v Connection

458 Chapter 7 Numerical control panel messages

 4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­
E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, elevate the case using the Standard Support Process.

64.01.09 459
 65.WX.YZ and 66.WX.YZ error messages
65.* errors
Errors in the 65.* family are related to output accessories.

Recommended action
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.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

65.00.A1
The printer lost communication with the finisher.

Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.

Figure 7-105 Sensor location

Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.

2. Open and close the finisher front door.

3. If the error persists, turn the printer off.

460 Chapter 7 Numerical control panel messages

 4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)

5. Turn the printer on.

6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

7. If the error persists, replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher controller PCA See the Repair Service Manual for this
product.

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

Recommended action
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.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

65.00.A1
The printer lost communication with the finisher.

66.* errors 461

 Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open and close the finisher front door.

2. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher interface cables and ensure they are seated correctly.

5. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.40.36
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

462 Chapter 7 Numerical control panel messages

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

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for customers 463

 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. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

464 Chapter 7 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

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

f. Close the covers and slide the inner finisher into place.

2. Disconnect and reconnect all connectors on the punch unit.

3. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.46
The finisher experienced an error in the punch scan unit.

Recommended action for customers

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

66.40.46 465
 3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. If the error persists, please contact customer support.

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. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.50
An error in the finisher system occurred. The punch unit is not responding.

Recommended action for customers

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.

4. If the error persists, please contact customer support.

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.

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Disconnect and reconnect the connections from the main board PCA and the punch unit PCA.

466 Chapter 7 Numerical control panel messages

 4. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

5. If the error persists, replace the finisher PCA.

Part number: JC92-02774B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.40.83
Error in the hole-punching unit.

Recommended action for customers

1. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

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 paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.60.17
The finisher has experienced a diverter operation error.

66.40.83 467
 Recommended action for customers

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

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

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.

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

2. If the error persists, turn the printer off, and then on.

3. If the error persists, check the entrance motor (M12).

468 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.

c. Listen for the motor to turn on and run.

d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

e. Retest the motor. If the test fails, replace the motor.

Part number: JC90-01459A

For instructions: Removal and replacement: Finisher feed entrance motor See the Repair Service
Manual for this product.

4. If the error persists, check the Tray diverter home sensor (S4).

Recommended action for call-center agents and onsite technicians 469

 a. Using code 113-2020, run the diagnostic test for the sensor.

b. Rotate the encoder to check the reading value change (S4).

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Tray diverter home sensor part number: 0604-001415

For instructions: Remove and replace: Tray diverter home sensor See the Repair Service Manual for this
product.

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.

Recommended action for customers

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

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

470 Chapter 7 Numerical control panel messages

a. Open the finisher door.

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

c. Open the right and upper jam covers.

Recommended action for customers 471

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.

3. Open the finisher and check for any jammed paper or obstructions, and remove them.

4. Check the finisher paper holding lever.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

472 Chapter 7 Numerical control panel messages

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0591, Finisher Paper Hold Solenoid.

c. Touch Start. The solenoid should cycle on and off.

d. If the solenoid does not function, replace the solenoid.

Part number: JC33-00037A

5. Check the input and home sensors.

a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.

b. If the connections are good, replace the sensors.

Entrance sensor part number: 0604-001415

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Manual for this product.

66.60.27
The finisher unit experienced a front tamper unit error.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

66.60.27 473
 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. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

474 Chapter 7 Numerical control panel messages

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

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 475

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

476 Chapter 7 Numerical control panel messages

3. Move the front tamper from the home position to the end.

4. If the error persists, check the front tamper motor (M4).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 477

 b. Run test 113-2630, 2BinFinisher Front Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the motor. If the test fails, replace the motor.

Front tamper motor part number: JC93-01001A

Front tamper part number: JC82-00901A
For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for
this product.

5. If the error persists, check the front tamper home sensor (S6).

a. Using code 113-2120, run the diagnostic test for the sensor.

b. Move the tamper from the home position to the other position to check the reading value change.

c. If the status does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the stapler/stacker PCA.

d. Rerun the sensor test. If the test fails replace the sensor.

Part number: 0604-001415

e. If the motor does not function, disconnect and reconnect both ends of the wire harness from the
motor to the stapler/stacker PCA.

f. Rerun the motor test. If the test fails replace the motor.

Part number: JC90-01464A

For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for
this product.

478 Chapter 7 Numerical control panel messages

 6. Disconnect and reconnect the wire harness of the finisher PCA (CN12).

66.60.28
The rear tamper unit has experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

66.60.28 479
 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. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

480 Chapter 7 Numerical control panel messages

 3. If the error persists, please contact customer support.

Inner finisher: Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

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

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: 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.

1. Turn the printer off, and then on.

2. Upgrade the firmware to 24.4.2 or greater and if issue persists.

3. If the error persists, move the rear tamper from the home position to the end.

Inner finisher: Recommended action for customers 481

 4. If the error persists, check the rear tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2640, 2BinFinisher Rear Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.

d. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

Rear tamper part number: JC82-00898A
For instructions: Removal and replacement: Rear tamper motor See the Repair Service Manual for this
product.

482 Chapter 7 Numerical control panel messages

 5. If the error persists, check the rear tamper home sensor (S9).

a. Using code 113-2130, run the diagnostic test for the sensor:

b. Move the tamper from the home position to the other position to check the reading value change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

d. Test the sensor, if the error persists, replace the rear tamper sensor.

Rear tamper motor part number: 0604-001393

Rear tamper part number: JC82-00898A
For instructions: Remove and replace: rear tamper sensor See the Repair Service Manual for this
product.

Inner finisher: Recommended action for call-center agents and onsite technicians

Inner finisher: Recommended action for call-center agents and onsite technicians 483
 1. If there is jammed paper on the finisher main output tray, remove it.

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

3. Check the rear tamper motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0520 rear tamper motor.

c. The rear tamper should move back and forth.

d. If the test fails, disconnect and reconnect both ends of the wire harness to the motor.

e. Retest the rear tamper motor. If the test fails, replace the rear tamper motor.

Part number: JC93-01001A

For instructions: Removal and replacement: Inner finisher rear tamper motor See the Repair Service
Manual for this product.

4. Check the rear tamper home sensor.

a. Using code 113-0380, run the diagnostic test for the rear tamper motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, move the rear tamper while checking if the sensor value changes.

c. If the test fails, disconnect and reconnect both ends of the wire harness to the sensor from the finisher
PCA.

484 Chapter 7 Numerical control panel messages

 d. Retest the rear tamper home sensor. If the test fails, replace the rear tamper home sensor.

Part number: 0604-001393

For instructions: Remove and replacement: Inner finisher rear jogger home sensor See the Repair
Service Manual for this product.

5. If the error persists, replace the rear tamper assembly.

Part number: JC90-01465A

66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

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

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.

Inner Finisher: 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.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

The inner-finisher output tray experienced an output tray motor error. ( See M4 in the figure in the
troubleshooting steps. )

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:

2. If there is jammed paper on the finisher main output tray, remove it.

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

4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
finisher output tray motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

66.60.30 485
 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0570, Finisher Main Tray Motor.

c. Ensure finisher main tray lowers and raises during the test.

d. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

e. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.

Output tray motor assembly part number: JC90-01334B

Output tray motor part number: JC31-00178B
For instructions: Tray output motor assembly Removal and replacement: Inner finisher stacker
motor See the Repair Service Manual for this product.

5. Check the output tray motor sensor (S6).

a. Using code 113-0473, run the diagnostic test for the output tray motor sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, rotate the output tray motor(M4) for changing the sensor value.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.

d. Retest the output tray motor sensor. If the test fails, replace the sensor S6.

Part number: 0604-001393

6. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.60.32
The external finisher main tray experienced a tray lift motor error.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

486 Chapter 7 Numerical control panel messages

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

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.

Stapler/Stacker – Booklet Maker: 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.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

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

4. If the error persists, check the main output tray motor (M11).

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 487
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2610, 2BinFinisher Main tray Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA

d. Retest the motor. If the test fails, replace the main tray motor.

Main output tray motor part number: JC31-00178B

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual
for this product.

488 Chapter 7 Numerical control panel messages

5. If the error persists, check the main output tray motor sensor (S33).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2143, 2BinFinisher Main Encoder Sensor.

c.

d. Rotate the encoder to check the reading value change.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: Main tray motor sensorSee the Repair Service Manual for this
product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 489
 6. If the error persists, check the Main output tray top of stack sensor (S20).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:

490 Chapter 7 Numerical control panel messages

 c. Cover the sensor(S20) to check the reading value changes.

d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: JC82-01039A

For instructions: Remove and replace Main output top of stack sensorSee the Repair Service Manual
for this product.

7. If the error persists, check the Main output tray top of stack switch (S34).

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 491
 a. Run the diagnostic test for the stack top sensor using code 113-2190.

Open the following menus: Support Tools > Service > Service Tools > Diagnostics > Engine Diagnostics
> Engine Test Routines > 2BinFinisher Stack top Sensor.

NOTE: The service PIN for this printer is: 04077817

b. Push the switch up to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions: Removal and replacement: Main output tray top of stack switch

492 Chapter 7 Numerical control panel messages

 8. Disconnect and reconnect the wire harness of the finisher PCA (CN8, CN9).

Inner finisher: Recommended action for call-center agents and onsite technicians

1. If there is jammed paper on the finisher output tray, remove it.

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

3. Check the paper holding sensor.

Call-out 1: Paper holding sensor

Call-out 2: Paper holding solenoid

a. Open the following menus:

● Support Tools

Inner finisher: Recommended action for call-center agents and onsite technicians 493
 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-0470, run the diagnostic test for the paper holding sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Lift the paper holding actuator gently on the output tray and hold it there. Touch Start and then Get
Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the paper holding
sensor to the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
For instructions: Removal and replacement: Inner finisher paper holding solenoid and sensor See the
Repair Service Manual for this product.

4. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.80.04
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

494 Chapter 7 Numerical control panel messages

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

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Inner Finisher: 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.

1. If there is jammed paper on the finisher main output tray, remove it.

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

3. Test the finisher by sending another job.

4. If the error persists, check the main paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0510 Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

Inner Finisher: Recommended action for call-center agents and onsite technicians 495
 f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC90-01331A

For instructions: Removal and replacement: Inner finisher main paddle motor See the Repair Service
Manual for this product.

5. Check the paddle home sensor (callout 1) and actuator (callout 2).

Call-out 2: Sensor actuator

a. Disconnect and reconnect the paddle home sensor cable.

b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

c. Check the actuator.

d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.

e. Replace the sensor or actuator as needed.

Sensor part number: 0604-001393

Actuator part number: JC66-04201A
For instructions: Removal and replacement: Inner finisher main paddle home sensor See the Repair
Service Manual for this product.

Stapler/Stacker – Booklet Maker: 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. If there is jammed paper on the finisher main output tray, remove it.

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

496 Chapter 7 Numerical control panel messages

3. If the error persists, check the paddle motor (M1).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2600, 2 Bin Finisher Paddle Motor.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 497
 c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC93-01001A

For instructions: Remove and replace: Paddle motor See the Repair Service Manual for this product.

4. Check the paddle home sensor S8 and actuator.

498 Chapter 7 Numerical control panel messages

a. Using code 113-2060, 2BinFinisher Paddle home Sensor run the diagnostic test.

b. Rotate the encoder to check the reading value change.

c. Disconnect and reconnect the paddle home sensor cable.

d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

e. Check the actuator.

f. Replace the sensor as needed.

Sensor part number: 0604-001393

For instructions: Remove and replace: Paddle home sensor See the Repair Service Manual for this
product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 499
 5. Disconnect and reconnect the wire harness of the finisher PCA (CN5).

66.80.05
The finisher experienced an ejector failure.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

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

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Inner Finisher: 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.

1. Check the exit tray of the finisher and remove any paper or obstructions.

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

3. Check the finisher for any damaged or loose parts.

500 Chapter 7 Numerical control panel messages

4. Check if one of the two metal ejectors is not form correctly.

Figure 7-106 Location of metal ejectors

Figure 7-107 Deformed Metal ejector

Figure 7-108 Metal ejectors in correct shape

a. If one or both of the metal ejectors is deformed, perform the following steps.

Inner Finisher: Recommended action for call-center agents and onsite technicians 501
 b. Remove the screw that secures the Sub Paddle Shaft assembly in place and then lift the assembly up
as shown in the following image in order to gain access to the deformed metal ejector that is stuck on
the shaft.

Figure 7-109 Remove screw

c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.

Figure 7-110 Reform metal ejector

d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with two
staples on the center.

5. If the error persists, proceed to troubleshoot with the following steps.

6. Check the pre ejector motor ( M7 ).

502 Chapter 7 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0561, pre ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the motor.

Pre ejector motor: JC93-00998A

Ejector assembly: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

7. If the motor test functions correctly check the pre ejector home sensor S16.

a. Using code 113-0461, run the diagnostic test for the pre ejector home sensor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

Inner Finisher: Recommended action for call-center agents and onsite technicians 503
 b. During the sensor test, move the pre ejector to change the sensor value. ( Tip : push the pre ejector
after pushing the stapler. )

c. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

d. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

8. If the sensor test functions correctly, check the end fence sensor.

a. Using code 113-0361, run the diagnostic test for the end fence sensor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

504 Chapter 7 Numerical control panel messages

 b. Insert paper to the end fence (callout 1) and then check the end fence sensor ( S17 ) value. Remove
the paper away from the end fence and then check the sensor value. The value should be changed.

c. If the reading does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the finisher PCA.

d. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

9. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

Stapler/Stacker – Booklet Maker: 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.

1. Check the exit tray of the finisher and remove any paper or obstructions.

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

3. Check the finisher for any damaged or loose parts.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 505
 4. Check the ejector 1 motor M6.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

506 Chapter 7 Numerical control panel messages

 b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA

d. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
Remove and replace: Ejector 1 motor (M6)See the Repair Service Manual for this product.
Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

5. If the error persists, check the ejector1 motor sensor (S27).

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 507
 a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.

b. Rotate the encoder (callout 1) to check the reading value change.

c. If the value does not change, disconnect and reconnect both ends of the wire harness from the sensor
to the finisher PCA.

d. If the error persists, replace the sensor or the finisher sub-ejector.

Ejector 1 motor sensor part number: 0604-001415

Ejector unit part number: JC90-01409A
Remove and replace: S27 Ejector 1 sensorSee the Repair Service Manual for this product.
Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

508 Chapter 7 Numerical control panel messages

6. If the error persists, check the ejector1 home sensor (S29) & the ejector1 end sensor (S28).

a. Using code 113-2031 / 113-2030, run the 2BinFinisher Eject1 home Sensor and 2BinFinisher Eject1
away sensor diagnostic test for the sensors.

b. Move the ejector1 (callout 1) using gear (callout 2) from the home sensor to the end sensor to check
the reading value change.

c. If there is no change, disconnect and reconnect both ends of the wire harness from the sensor to the
finisher PCA.

d. Retest the sensor, if the error persists, replace the ejector unit.

Ejector unit part number: JC90-01409A

Remove and replace: Ejector UnitSee the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 509
 7. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.06
The finisher experienced an ejector 2 failure.

There can be many causes for this error. HP has identified 2 specific ones that can occur when users interact with
the inner finisher.

● 1) End users, eager to get their print job, are putting their hand at the exit of the Inner Finisher and are
grabbing the already printed part of the page while the rest of the pages are still being ejected to the output
bin. This action can easily make one or both black plastic paddles on the sub-ejector mechanism to become
out of place.

● 2) One of the two metal ejectors may be getting stuck on the shaft located just above them. This happens
when the ejectors attempt to get out of home position, but they somehow got deformed.

Inner finisher: Recommended action for customers

1. Verify that the inner finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. Check the finisher for any damaged or loose parts.

510 Chapter 7 Numerical control panel messages

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 7-111 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-112 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Inner finisher: Recommended action for customers 511

 Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Inner Finisher: Recommended action for call-center agents

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.

1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. Check the finisher for any damaged or loose parts.

512 Chapter 7 Numerical control panel messages

 5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)

Figure 7-113 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-114 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents

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.

1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents 513

 d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.

Finisher Sub-Ejector Unit part: number: JC90-01409A

Inner Finisher: Recommended action for 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.

1. Verify that the inner finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 7-115 Paddle example

1 - Black plastic paddle in correct position

514 Chapter 7 Numerical control panel messages

 2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.

Figure 7-116 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, check the post ejector motor ( S11 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using test 113-0562, run the diagnostic test for the post ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the post ejector gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher ejector.

Ejector assembly: SS456-61001

Post ejector motor: JC93-01168A (post ejector motor is a sub-assembly of the ejector assembly and
can be replaced optionally, instead.)

Inner Finisher: Recommended action for onsite technicians 515

 For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

7. If the motor test functions correctly check the post ejector home sensor S10.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

b. Using code 113-0462, run the diagnostic test for the post ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

c. If the error persists, replace the sensor or the finisher ejector.

Finisher sub-ejector part number: SS456-61001

Sensor part number: 0604-001393 (sensor is a sub-assembly of the finisher sub-ejector and can be
replaced optionally, instead.)
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
Manual for this product.

8. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

516 Chapter 7 Numerical control panel messages

Stapler/Stacker – Booklet Maker: Recommended action 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.

1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

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

4. Check the finisher for any damaged or loose parts.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

For instructions: Removal and replacement: Finisher ejector unit See the Repair Service Manual for this
product.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead. Optional,
further troubleshooting noted below in steps 5-8, can be performed to isolate the issue to one of these
sub-assemblies and the sub-assembly replaced instead of the Finisher Sub Ejector Unit.

If the Finisher Sub Ejector Unit does not resolve the issue, skip to step 10.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 517

 6. Check functionality of the ejector 2 motor (M5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

518 Chapter 7 Numerical control panel messages

 b. Run test 113–2540, 2BinFinisher Eject2 Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Perform the motor test again. If the motor test fails, replace the motor M5.

Part number: JC93-01168A

For instructions: Removal and replacement: Ejector2 Motor See the Repair Service Manual for this
product.

7. If the motor test functions correctly and the error persists, check the check the ejector 2 motor sensor
(S23).

a. Open the following menus:

● Support Tools

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 519

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2041, run the diagnostic test for the sensor.

c. Rotate the encoder (callout 1) to check the change in the value read.

d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.

e. Replace the sensor as needed.

Sensor part number: 0604-001415

For instructions: Removal and replacement: Ejector2 motor sensor See the Repair Service Manual for
this product.

520 Chapter 7 Numerical control panel messages

8. If the error persists, check the ejector2 home sensor (S32).

a. Run test 113-2040, 2BinFinisher Eject2 home Sensor.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 521

 b. Move the ejector 2 (callout 2) using gear (callout 1) from the home position to the other position to
check the change in the value read. Or push the ejector2 home sensor actuator (callout 3) to check the
value.

c. Check the ejector2 home sensor actuator(callout3) whether the following spring is dislodged.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

e. If error persists, replace the sensor as needed.

Sensor part number: 0604-001415

For instructions: Removal and replacement: Ejector2 home sensor See the Repair Service Manual for
this product.

522 Chapter 7 Numerical control panel messages

9. If the error persists, check the Main output tray lower limit sensor (S26).

a. Run test 113-2144, 2BinFinisher Main Full Sensor.

b. Push the sensor actuator to check the reading value changes.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 523

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

Removal and replacement: Main output tray lower limit sensor. Removal and replacement procedure
can be found in the booklet maker section of the service manual.
For instructions: See the Repair Service Manual for this product.

10. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN11 on the finisher
main PCA. Then turn the printer on.

11. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.07
The grip ejector operation is abnormal.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

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

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

524 Chapter 7 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Check the exit tray of the finisher and remove any paper or obstructions.

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

3. Check the finisher for any damaged or loose parts.

4. Check the clamp motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the SCU motor.

Part number: JC93-01156A

For instructions: Removal and replacement: SCU motor See the Repair Service Manual for this
product.

66.80.08
The inner finisher paper support unit experienced and error.

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

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.

Recommended action for call-center agents and onsite technicians 525

 1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. Check the paper support motor (M8).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0571, Finisher Paper Support Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Check the paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.

Part number: JC66-04223A

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the support motor.

Part number: JC93-01001B

For instructions: Removal and replacement: Inner finisher paper support motor See the Repair Service
Manual for this product.

5. If the motor test functions correctly, check the paper support sensor ( S12 ).

526 Chapter 7 Numerical control panel messages

 a. Using code 113-0481, run the diagnostic test for Finisher paper support home sensor: Support Tools
> Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Push the paper support ( Call-out 1) to ensure the reading changes.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d.

e. If the error persists, replace the paper support home sensor or the rear paper support assembly.

Paper support home sensor part number: 0604-001393

Rear paper support assembly part number: JC90-01311A

66.80.0A
Stack stabilizer error. The finisher clamp unit experienced an error.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

66.80.0A 527
 3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

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.

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

2. Check the finisher for any damaged or loose parts and remove any obstacles.

3. If the error persists, check the paper holding motor (M7).

a. Open the following menus:

● Support Tools

528 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the paper holding motor.

Part number: JC93-01156A

For instructions: Removal and replacement: Paper holding motor See the Repair Service Manual for
this product.

4. If the error persists, check the paper holding home sensor (S22).

Recommended action for call-center agents and onsite technicians 529

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:

530 Chapter 7 Numerical control panel messages

c. Rotate the encoder (callout 1) to check the reading value change.

d. If there is not reading change, disconnect and reconnect both ends of the wire harness from the
sensor assembly to the finisher PCA.

e. If the error persists, replace the paper holding home sensor.

Part number: 0604-001393

For instructions: Remove and replace: Paper holding home sensor See the Repair Service Manual for
this product.

Recommended action for call-center agents and onsite technicians 531

 5. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN13and CN14 of the
finisher PCA. And then turn the printer on.

66.80.0B
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

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

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

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.

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

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

532 Chapter 7 Numerical control panel messages

3. If the error persists, check the end fence motor (M3).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2590, 2 Bin Finisher End Fence Motor.

Recommended action for call-center agents and onsite technicians 533

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the end fence motor.

End fence motor (M3) part number: JC90-01467A

For instructions: Remove and replace: End fence motor

4. If the error persists, check the end fence home sensor (S7).

a. Open the following menus:

● Support Tools

534 Chapter 7 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.

c. Move the end fence (callout 1) from the home position to the other position to check the reading value
change.

d.

e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

f. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: Remove and replace: End fence sensor See the Repair Service Manual for this
product.

66.80.0C
The finisher experienced a buffer error.

Recommended action for customers

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

2. Turn the printer off, and then on.

66.80.0C 535
 3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

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

2. Turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. If the error persists, check the main exit cam motor (M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

536 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2500, 2 Bin Finisher Buffer Lift Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the buffer lift motor.

Part number: JC93-01155A

For instructions: Removal and replacement: Main Exit cam motor, gear, and sensor See the Repair
Service Manual for this product.

5. If the error persists, check the main exit cam home sensor (S5).

Recommended action for call-center agents and onsite technicians 537

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.

c. Rotate the encoder (callout 1) to check the reading value change.

d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

538 Chapter 7 Numerical control panel messages

 e. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Buffer motor, gear, and sensor See the Repair Service
Manual for this product.

66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Close the finisher door.

6. Turn the printer off, and then on.

7. If the error persists, please contact customer support.

66.80.20 539
 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.

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Replace the stapler cartridge and close the finisher door.

6. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Part number: JC81-09882A

7. Turn the printer off, and then on.

8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub unit and
the finisher PCA.

9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

Part number: JC90-01412A

540 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this product.

10. Replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.80.27
The front alignment tamper experienced an error in the inner finisher output device.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

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

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

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. If there is jammed paper on the finisher main output tray, remove it.

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

3. Test the finisher by sending another job.

4. If the error persists, check the front tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0530, Right Tamper Motor.

c. The right (front) alignment tamper should move back and forth

d. If the motor does not functions, disconnect and reconnect both ends of the wire harness to the
tamper motor.

66.80.27 541
 e. Re-test the motor, if the motor still does not function replace the tamper motor.

Part number: JC93-01001A

For instructions: Removal and replacement: Inner finisher front tamper motor See the Repair Service
Manual for this product.

5. If the motor test functions correctly, check the tamper home sensor (S5).

a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Touch Start and then Get Status.

c. During the sensor test, move the front tamper back and forth to change the sensor value.

d. If it does not function correctly, disconnect and reconnect both ends of the wire harness to the sensor
from the finisher PCA.

e. Retest the sensor, if it does not function correctly replace the sensor.

Part number: 0604-001393

For instructions: Removal and replacement: Inner finisher front tamper motor See the Repair Service
Manual for this product.

542 Chapter 7 Numerical control panel messages

 6. If the error persists, replace the front tamper assembly.

Part number: JC90-01464A

For instructions: Removal and replacement: Inner finisher front tamper motor See the Repair Service
Manual for this product.

66.80.36
The inner-finisher main tray experienced a tray lift motor error.

Please refer to ’66.60.30’ CPMD guide if future smart firmware version is prior to 24.5.1. ( Not including firmware
24.5.1 )

Recommended action for customers

1. Check the staple cartridge.

a. Open the finisher door and remove the stapler cartridge.

b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

66.80.36 543
 a. Open the finisher door.

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

c. Open the right and upper jam covers.

544 Chapter 7 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

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.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640­

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)

1. Please update the firmware if the future smart firmware version is prior to 24.5.1. ( Not include ’24.5.1 )

2. If the error persists, check the stapler motor ( Callout 1 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

Recommended action for call-center agents and onsite technicians 545

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0550, stapler position motor.

c. Check the stapler motor (Call-out 1) to ensure that it moves and the motor is working.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor.

e. Re-test the motor, if the motor still does not function, replace the motor.

Stapler assembly part number: JC90-01342A

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.

3. If the error persists, replace the inner finisher rear joint PCA. ( Callout 2 )

Part number: 0603-001309

66.80.38
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

546 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

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.

1. If there is jammed paper on the finisher main output tray, remove it.

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

3. Check to see if there is any skew on the main output tray.

4. Check the main tray full sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

Recommended action for call-center agents and onsite technicians 547

 5. Check the main tray beam sensor.

a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.

d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.

6. Check the main tray motor.

a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.

b. Ensure the finisher main tray lowers and raises during the test.

c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

Part number: JC90-01415A

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual
for this product.

7. Check the home position sensor.

a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,

b. If the test fails, replace the home position sensor.

Part number: 0604–001415

8. If the error persists, replace the finisher PCA.

Part number: JC92-02790B

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.

66.80.46
The stapler operation experienced a failure.

548 Chapter 7 Numerical control panel messages

 This error can be caused by the inner finisher/printer being shipped from the staging area to the customer site
WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler to move inside the inner
finisher on its path. This in turn causes the staple cartridge to come out of the stapler and it gets stuck inside the
inner finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

Figure 7-117 Shipping screw

Recommended action for customers 549

 c. Use the release lever to slide the inner finisher away from the printer.

d. Open the right and upper jam covers.

e. Inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

550 Chapter 7 Numerical control panel messages

 4. If the error persists, please contact customer support.

Inner Finisher: 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. 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.

Figure 7-118 Shipping screw

b. If the customer reports that the 66.80.46 error displays 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 look to see if the staples cartridge is stuck inside the path of the stapler.

Figure 7-119 The staple cartridge green handle stuck inside the inner finisher

Inner Finisher: Recommended action for call-center agents and onsite technicians 551
 c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s 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 66.80.46 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.

4. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

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

552 Chapter 7 Numerical control panel messages

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).

Inner Finisher: Recommended action for call-center agents and onsite technicians 553
 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor:

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 as needed.

Part number: 0604-001393

For instructions: Removal and replacement: Inner finisher stapler position sensor assembly See the
Repair Service Manual for this product.

6. If the error persists, check the stapler position motor ( M1 ).

a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines

b. The stapler motor ( M1 ) should move forward and backward.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

554 Chapter 7 Numerical control panel messages

 d. Retest the motor. If the motor still does not function, replace the motor.

Part number: JC93-00999A

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.

7. If the error persists, replace the entire inner finisher.

Kit-Inner Finisher part number: Y1G00-67901

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 555
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

556 Chapter 7 Numerical control panel messages

2. Check the stapler path whether there is an obstruction that interfere with stapler movement. Especially
check the shape and the location of end fence.

3. Check the cable that is connected into the stapler unit.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 557
 4. If the error persists, check the stapler position motor (M8).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2620, 2 Bin Finisher Stapler Move Motor.

Check the motor sound during the test.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

558 Chapter 7 Numerical control panel messages

 d. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

Part number: JC31-00163A

For instructions: Remove and replace: Staple position motor M8 See the Repair Service Manual for this
product.

5. If the error persists, check the Stapler rear sensor (S30), Stapler mid rear sensor (S25), and Stapler mid
front sensor (S24).

a. Run test 113-2110 / 113-2111 / 113-2112, 2BinFinisher Stapler home Sensor / 2BinFinisher Stapler
rear Sensor / 2BinFinisher Stapler front Sensor.

b. Move the stapler from the stapler rear position to the other position to check the reading value
change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the sensor test fails, replace the sensor or finisher sub-staple unit.

Sensor part number: 0604-001393

For instructions: Remove and replace: Staple sensor S24See the Repair Service Manual for this
product.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 559
 For instructions: Remove and replace: Staple sensor S25See the Repair Service Manual for this
product.
For instructions: Remove and replace: Staple rear sensor S30See the Repair Service Manual for this
product.
Staple unit part number: JC82-00894A
For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this
product.

6. If the error persists, power off, and disconnect / reconnect the wire harness CN10 of the finisher PCA. And
then power on.

66.90.11
Booklet diverter failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

560 Chapter 7 Numerical control panel messages

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.

Recommended action for customers 561

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

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.

562 Chapter 7 Numerical control panel messages

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.

Recommended action for call-center agents and onsite technicians 563

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, check the diverter motor (M18).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

564 Chapter 7 Numerical control panel messages

 ● Engine Test Routines

b. Run test 113–3560, Booklet Diverter Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01153A

For instructions: Remove and replace: Booklet diverter motor See the Repair Service Manual for this
product.

5. If the error persists, check the booklet diverter home sensor (S40).

Recommended action for call-center agents and onsite technicians 565

 a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.

b. Move the booklet diverter (callout 1) from the home position to the other position to check the reading
value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001415

566 Chapter 7 Numerical control panel messages

 For instructions: Remove and replace: Booklet Diverter home sensorSee the Repair Service Manual for
this product.

66.90.12
Booklet accumulator failure.

Recommended action for customers

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.

66.90.12 567
 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

568 Chapter 7 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

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. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

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.

Recommended action for call-center agents and onsite technicians 569

 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

570 Chapter 7 Numerical control panel messages

3. If the error persists, check the booklet tamper motor(M23).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

Recommended action for call-center agents and onsite technicians 571

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3540, Booklet Tamper Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

For instructions: Remove and replace: Booklet tamper motor See the Repair Service Manual for this
product.

4. If the error persists, check the booklet tamper home sensor (S38).

572 Chapter 7 Numerical control panel messages

a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:

b. Move the booklet tamper (callout 1) from the home position to the other position to check the reading
value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

For instructions: Remove and replace: Booklet tamper sensorSee the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 573

 66.90.13
Booklet paddle failure.

Recommended action for customers

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.

574 Chapter 7 Numerical control panel messages

 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for customers 575

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

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. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. 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.

576 Chapter 7 Numerical control panel messages

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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for call-center agents and onsite technicians 577

 4. If the error persists, check the paddle motor (M19).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3580, Booklet Paddle Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01001A

For instructions: Remove and replace: Booklet paddle motor See the Repair Service Manual for this
product.

578 Chapter 7 Numerical control panel messages

5. If the error persists, check the booklet Paddle home Sensor (S41).

a. Using code 113-3090 Booklet Paddle home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet paddle encoder to check the reading value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

Recommended action for call-center agents and onsite technicians 579

 For instructions: Remove and replace: Booklet paddle home sensor See the Repair Service Manual for
this product.

6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet maker
PCA. And then power on.

66.90.14
The booklet maker experienced a knife (blade) error.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

580 Chapter 7 Numerical control panel messages

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.

Recommended action for customers 581

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

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. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.

582 Chapter 7 Numerical control panel messages

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.

Recommended action for call-center agents and onsite technicians 583

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check the booklet blade motor (M22).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

584 Chapter 7 Numerical control panel messages

 b. Run test 113–3550, Booklet Knife Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC31-00144A

Remove and replace: Booklet Blade motorSee the Repair Service Manual for this product.

4. If the error persists, check the booklet blade home sensor (S45).

a. Using code 113-3040 Booklet Knife home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet blade motor to check the reading value change.

Recommended action for call-center agents and onsite technicians 585

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

Remove and replace: Booklet blade home sensorSee the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN10 of the booklet maker
PCA. And then power on.

66.90.15
The booklet maker experienced a press failure.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

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. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

586 Chapter 7 Numerical control panel messages

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.

Recommended action for call-center agents and onsite technicians 587

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

588 Chapter 7 Numerical control panel messages

3. If the error persists, check the press motor (M16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3570, Booklet Press Motor.

Recommended action for call-center agents and onsite technicians 589

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

Remove and replace: Booklet presser motorSee the Repair Service Manual for this product.

4. If the error persists, check the booklet presser home sensor (S37).

a. Using code 113-3130 Booklet Press home Sensor, run the diagnostic test for the sensor.

590 Chapter 7 Numerical control panel messages

 b. Move the booklet presser (callout 1) from the home position to the other position to check the reading
value change.

Callout 1 - Booklet presser

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA

d. Retest the motor. If the test fails, replace the sensor.

Part number: 0604-001393

Remove and replace: Booklet presser home sensorSee the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN5 of the booklet maker
PCA. And then power on.

Recommended action for call-center agents and onsite technicians 591

 66.90.16
Booklet maker stapler failure.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

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.

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.

4. If the error persists, power off, and disconnect and reconnect the wire harness CN4 of the booklet maker
PCA. And then power on.

5. If the error persists, replace the booklet stapler unit or booklet maker as needed.

Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
For instructions: Remove and replace: Booklet stapler unitSee the Repair Service Manual for this product.

66.90.21
The buffer unit has experienced an error.

592 Chapter 7 Numerical control panel messages

Recommended action for customers:

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

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.

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware datecode 4.3.0.2 or greater.

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.

● Booklet buffer home sensor.

Part number: 0604-001393

Recommended action for onsite technicians

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Ensure the finisher and engine are running the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware 4.3.0.2 or greater.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com

b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

Recommended action for customers: 593

 5. If the error persists, check the buffer home sensor (S16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2210 2BinFinisher BM exit cam home sensor.

594 Chapter 7 Numerical control panel messages

 c. Rotate the buffer roller (callout 1) to check for the reading value to change.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

e. Retest the sensor. if the sensor continues to fail, replace the sensor.

Part number: 0604-001393

6. If the error persists, replace the buffer roller assembly.

Buffer roller assembly part number: JC90-01672A

66.90.22 and 66.90.23

The buffer unit has experienced an error.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

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.

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

66.90.22 and 66.90.23 595

 3. If the error persists, check the booklet buffer motor (M10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2660, 2BinFinisher BM exit cam Motor.

596 Chapter 7 Numerical control panel messages

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01152A

For instructions: Remove and replace: Booklet buffer motorSee the Repair Service Manual for this
product.

4. If the error persists, check the buffer home sensor (S16).

a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the sensor.

Recommended action for call-center agents and onsite technicians 597

 b. Rotate the buffer roller (callout 1) to check for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the test fails, replace the sensor.

Sensor part number: 0604-001393

5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher PCA.
And then power on.

598 Chapter 7 Numerical control panel messages

66.90.43
The finisher experienced a booklet c-fold blade error or a booklet end fence error.

Recommended action for customers

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

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.

66.90.43 599
 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

600 Chapter 7 Numerical control panel messages

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

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

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. 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.

Recommended action for call-center agents and onsite technicians 601

 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.

f. Remove any jams or obstructions.

g. Close all finisher covers.

4. Turn the printer off, and then on.

602 Chapter 7 Numerical control panel messages

5. If the error persists, check the booklet c-fold blade motor (M17).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3590, Booklet Guide Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01154A

For instructions: Remove and replace: Booklet c-fold motor See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 603

 6. If the error persists, check the booklet c-fold blade home sensor (S39).

a. Using code 113-3050 Booklet Guide home Sensor, run the diagnostic test for the sensor.

b. Move the c-fold blade using the gear (callout 1) from the home position to the other position to check
for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the booklet maker PCA.

604 Chapter 7 Numerical control panel messages

 d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: Remove and replace: Booklet c-fold blade home sensor (S39)See the Repair Service
Manual for this product.

7. If the error persists, check the booklet end fence motor (M20).

a. Using code 113-3530 Booklet Stopper Motor, run the diagnostic test for the motor.

Check for the sound of the motor running.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.

c. Retest the motor. If the test fails, replace the motor.

Part number: JC93-01155A

For instructions: Removal and replacement: Booklet end fence motor See the Repair Service Manual
for this product.

Recommended action for call-center agents and onsite technicians 605

 8. If the error persists, check the booklet end fence home sensor (S42).

a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.

606 Chapter 7 Numerical control panel messages

 b. Move the booklet end fence (callout 1) from the home position to another position to check for a
reading value change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.

d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: Removal and replacement: Booklet end fence home sensor See the Repair Service
Manual for this product.

9. If the error persists, power off, and disconnect and reconnect the wire harness CN9 of the booklet maker
PCA. And then power on.

Recommended action for call-center agents and onsite technicians 607

 67.WX.YZ error messages
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 for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

1. Check whether 2nd exit unit is installed.

2. Check the exit sensor on the 2nd exit unit.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

608 Chapter 7 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0371, Exit2 Sensor.

c. If the test fails, disconnect and reconnect the wire harness connection on 2nd exit unit and connector
1 on the main board PCA.

d. If the wire harness is OK, check to ensure that the sensor arm move 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.

Part number: 8GR94-60003

For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

1. Turn the printer off, and then on.

2. Turn the printer off.

3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the connector is seated
correctly and are not damaged. Replace the connector if necessary.

Part number: JC39-02276A

67.04.02 609
 5. If the error persists, replace the DCF PCA.

Part number: JC92-02738A

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual for
this product.

70.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Replace the DC controller or the Main board PCA (ECB) as needed.

80.WX.YZ error messages

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 hard disk.

610 Chapter 7 Numerical control panel messages

Recommended action for customers
Use the following general troubleshooting steps to try to resolve the problem.

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.

Go to HP FutureSmart - Latest Firmware Versions.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

81.WX.YZ error messages

81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

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.

Go to HP FutureSmart - Latest Firmware Versions.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

Recommended action for customers 611

 2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

82.WX.YZ error messages

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

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.

Go to HP FutureSmart - Latest Firmware Versions.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. Replace the formatter.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
▲ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

612 Chapter 7 Numerical control panel messages

Recommended action for customers
1. Turn the product off, and then on.

2. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

90.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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.WX.YZ error messages

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

Recommended action for customers 613

 Recommended action for customers
Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

4. Reload the firmware.

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

614 Chapter 7 Numerical control panel messages

98.00.02 Corrupt data in the solutions volume
Data corruption has occurred in the solutions volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

3. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

Go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

98.00.02 Corrupt data in the solutions volume 615

 4. Reload the firmware.

Go to: HP FutureSmart - Latest Firmware Versions

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.

Recommended action
1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

Go to HP FutureSmart - Latest Firmware Versions.

3. Rerun the file erase function.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

99.WX.YZ error messages

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

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

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.

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

3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

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.

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

616 Chapter 7 Numerical control panel messages

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.

Go to: HP FutureSmart - Latest Firmware Versions

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

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.

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.

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

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
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.

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

99.00.01 Upgrade not performed file is corrupt 617

 99.00.05 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
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.

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

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
▲ Resend the remote firmware upgrade (RFU).

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

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

Recommended action
▲ Resend the remote firmware upgrade (RFU).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
▲ Resend the remote firmware upgrade (RFU).

99.00.12 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

618 Chapter 7 Numerical control panel messages

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.

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.

Recommended action 619

 ● 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.

Go to: HP FutureSmart - Latest Firmware Versions

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.

99.02.01
Firmware installation was successful.

Recommended action
▲ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

620 Chapter 7 Numerical control panel messages

Recommended action
▲ No action necessary.

99.07.20 Fax error

Fax card communication error.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Open the back cover.

3. Reseat the Fax PCA card.

4. Close the back cover and turn the printer on.

5. If the error persists, elevate the case using the Standard Support Process.

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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

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.

Recommended action 621

 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).

5. If the error persists, elevate the case using the Standard Support Process.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

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 for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

622 Chapter 7 Numerical control panel messages

 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.

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 hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk drive was
encrypted.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

99.09.63 Incorrect disk 623

 3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Determine if the hard disk drive needs to be replaced.

2. Turn the printer off.

3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.

4. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual for
this product.
Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

▲ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware upgrade
(RFU).

For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.

99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Install a compatible hard disk drive.

2. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is connected
correctly. Additionally, reseat all cables on the formatter, except the Flat Flexible cable (FFC).

624 Chapter 7 Numerical control panel messages

 3. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual for
this product.
Do NOT replace the formatter board, it will not resolve this error.

4. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive or eMMC.

This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from the
Preboot menu.

NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot menu,
BEFORE loading firmware.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. 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.

4. Select the Format disk option, select OK.

5. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.

Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.

6. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.

c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.

99.09.67 Disk is not bootable please download firmware 625

 d. Provide instructions to download firmware.

e. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual
for this product.
Do NOT replace the formatter board, it will not resolve this error.

f. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.39.73
The eMMC has reached its maximum usage and is now read-only.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove and reseat the eMMC unit.

3. If the error still persist, perform and Erase and Unlock from the Preboot menu.

4. Turn the printer off, and then on.

5. Reload the firmware.

6. If the error still persists after all the above troubleshooting, replace the eMMC.

99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.

Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends of the
cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

626 Chapter 7 Numerical control panel messages

 For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.

Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

2. Turn the printer off, and then on.

3. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.

4. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.

99.59.64 Disk Nonfunctional 627

628 Chapter 7 Numerical control panel messages
8 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
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.

Alphabetical control panel messages 629

630 Chapter 8 Alphabetical control panel messages
Index

B paper path error 8 N

fuser error (LaserJet)
backup error Near Field Communication error
50.WX.YZ error 8
32.WX.YZ error 7 81.WX.YZ error 9
reset error 7 Bluetooth error 9
H
restore error 7 external I/O card error 9
hard disk partition error internal EIO error 9
C 98.WX.YZ error 9 wireless error 9
connector error
I O
65.WX.YZ error 8
input accessory error output accessory error
D 67.WX.YZ error 8 66.WX.YZ error 8
input/output error OXPd/Web kit error
DC controller communication error
40.WX.YZ error 8 45.WX.YZ error 8
55.WX.YZ error 8
internal diagnostics error
DC controller firmware error
90.WX.YZ error 9 P
70.WX.YZ error 8
video display error 9
digital sending error (firmware) page error
44.WX.YZ error 8 21.WX.YZ error 7
J
document feeder error paper handling error (LaserJet)
31.WX.YZ error 7 jam error (LaserJet) 56.WX.YZ error 8
duplexer error 13.WX.YZ error 7 print bar error (PageWide)
69.WX.YZ error 8 jam error (PageWide) 62.WX.YZ error 8
13.WX.YZ error 7 printer memory error
E job accounting error (firmware) 20.WX.YZ error 7
48.WX.YZ error 8
Embedded Jetdirect error
job management error R
80.WX.YZ error 8
(firmware) 8
engine error (LaserJet) real-time clock error
job pipeline error (firmware) 8
46.WX.YZ error 8 11.WX.YZ error 7
job parser error (firmware)
63.WX.YZ error 8
47.WX.YZ error 8
engine error (PageWide) S
printer calibration error 8
61.WX.YZ error 8
scanner error
event log error (firmware)
L 30.WX.YZ error 7
42.WX.YZ error 8
security error
laser scanner error (LaserJet)
33.WX.YZ error 7
F 51.WX.YZ error 8
sensor error
52.WX.YZ error 8
fan error 54.WX.YZ error 8
last update 1
58.WX.YZ error 8 58.WX.YZ error 8
firmware communication error supplies error (LaserJet)
M
49.WX.YZ error 8 10.WX.YZ error 7
firmware install error memory error supplies error (PageWide)
99.WX.YZ error 9 82.WX.YZ error 9 17.WX.YZ error 7
hard disk error 9 EMMC error 9 system error (LaserJet)
remote firmware upgrade hard disk error 9 62.WX.YZ error 8
error 9 motor error (LaserJet)
fuser error 59.WX.YZ error 8 T
41.WX.YZ error 8
tray motor error (LaserJet)
laser scanner error 8
60.WX.YZ error 8

Index 631