LASERJET ENTERPRISE 500 COLOR MFP

Troubleshooting Manual

M575

HP LaserJet Enterprise 500 color MFP

M575 Printers
Troubleshooting Manual

Copyright and License

Trademark Credits

2012 Copyright Hewlett-Packard

Development Company, L.P.

Adobe, Adobe Photoshop, Acrobat, and

PostScript are trademarks of Adobe
Systems Incorporated.

Reproduction, adaptation, or translation

without prior written permission is
prohibited, except as allowed under the
copyright laws.
The information contained herein is subject
to change without notice.
The only warranties for HP products and
services are set forth in the express warranty
statements accompanying such products and
services. Nothing herein should be
construed as constituting an additional
warranty. HP shall not be liable for technical
or editorial errors or omissions contained
herein.
Part number: CD644-90967
Edition 1, 5/2012

Apple and the Apple logo are trademarks of

Apple Computer, Inc., registered in the U.S.
and other countries. iPod is a trademark of
Apple Computer, Inc. iPod is for legal or
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and Windows Vista are U.S. registered
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UNIX is a registered trademark of The
Open Group.

Conventions used in this guide

TIP: Tips provide helpful hints or shortcuts.
NOTE: Notes provide important information to explain a concept or to complete a task.
CAUTION: Cautions indicate procedures that you should follow to avoid losing data or damaging
the product.
WARNING! Warnings alert you to specific procedures that you should follow to avoid personal
injury, catastrophic loss of data, or extensive damage to the product.

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iv

Conventions used in this guide

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Table of contents

1 Theory of operation .......................................................................................................... 1

Basic operation ........................................................................................................................ 2
Sequence of operation ............................................................................................... 3
Engine-control system ................................................................................................................ 4
DC controller ............................................................................................................ 5
Solenoids .................................................................................................. 5
Clutches .................................................................................................... 6
Switches ................................................................................................... 6
Sensors ..................................................................................................... 7
Motors and fans ......................................................................................... 8
High-voltage power supply ......................................................................................... 9
Low-voltage power supply ........................................................................................ 11
Overcurrent/overvoltage protection ............................................................ 12
Safety ..................................................................................................... 13
Voltage detection ..................................................................................... 13
Sleep (powersave) mode ........................................................................... 13
Power supply voltage detection .................................................................. 14
Low-voltage power supply failure ............................................................... 14
Power Off condition ................................................................................................ 14
Auto on/Auto off mode ............................................................................................ 14
Fuser (fixing) control ................................................................................................ 16
Fuser (fixing) temperature-control circuit ...................................................... 17
Fuser (fixing) over-temperature protection .................................................... 17
Fuser (fixing)-failure detection .................................................................... 18
Laser/scanner system ............................................................................................................. 20
Image formation system .......................................................................................................... 22
Image formation process .......................................................................................... 23
Step 1: Pre-exposure ................................................................................. 24
Step 2: Primary charging .......................................................................... 24
Step 3: Laser-beam exposure ..................................................................... 25
Step 4: Development ................................................................................ 25
Step 5: Primary transfer ............................................................................ 26
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Step 6: Secondary transfer ........................................................................ 26

Step 7: Separation ................................................................................... 27
Step 8: Fusing ......................................................................................... 27
Step 9: ITB cleaning ................................................................................. 28
Step 10: Drum cleaning ............................................................................ 28
Toner cartridge ....................................................................................................... 28
Developing roller engagement and disengagement ..................................................... 30
Intermediate transfer belt (ITB) unit ............................................................................. 32
Primary-transfer-roller engagement and disengagement ................................. 33
ITB cleaning ............................................................................................ 35
Calibration ............................................................................................................. 36
Color misregistration control ...................................................................... 36
Image stabilization control ........................................................................ 37
Pickup, feed, and delivery system ............................................................................................. 38
Pickup-and-feed unit ................................................................................................ 41
Tray pickup ............................................................................................. 42
Tray-presence detection .............................................................. 43
Tray lift operation ...................................................................... 43
paper-presence detection ........................................................... 45
Multifeed prevention .................................................................. 45
Multipurpose tray pickup ........................................................................... 46
Paper feed .............................................................................................. 47
Skew-feed prevention ................................................................. 48
OHT detection .......................................................................... 48
Fusing and delivery unit ........................................................................................... 49
Loop control ............................................................................................ 49
Pressure-roller pressurization control ........................................................... 51
Duplexing unit ........................................................................................................ 52
Duplexing reverse and feed control ............................................................ 53
Duplex pickup operation ........................................................................... 53
Jam detection ........................................................................................................................ 54
Optional paper feeder ............................................................................................................ 56
Paper-feeder pickup and feed operation .................................................................... 58
Paper size detection and presence detection .............................................................. 59
Paper feeder lift operation ........................................................................................ 61
Paper feeder presence detection ............................................................................... 62
Paper-feeder multiple feed prevention ........................................................................ 62
Paper feeder jam detection ....................................................................................... 64
Scanning/image capture system .............................................................................................. 65
Control panel ......................................................................................................... 65
Scanner ................................................................................................................. 65

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Automatic document feed system ............................................................................... 65

Sensors in the ADF ................................................................................... 65
ADF paper path ....................................................................................... 66
Stapler (stapling models only) .................................................................... 67
2 Solve problems ............................................................................................................... 69
Solve problems checklist ......................................................................................................... 70
Menu map ............................................................................................................................ 72
Preboot menu options ............................................................................................................. 73
Current settings pages ............................................................................................................ 80
Troubleshooting process .......................................................................................................... 81
Determine the problem source ................................................................................... 81
Troubleshooting flowchart ......................................................................... 81
Power subsystem ..................................................................................................... 82
Power-on checks ...................................................................................... 82
Power-on troubleshooting overview .............................................. 82
Control-panel checks ............................................................................................... 83
Scanning subsystem ................................................................................................ 85
Tools for troubleshooting ......................................................................................................... 86
Individual component diagnostics .............................................................................. 86
LED diagnostics ........................................................................................ 86
Understand lights on the formatter ............................................... 86
Engine diagnostics ................................................................................... 91
Defeating interlocks ................................................................... 91
Disable cartridge check ............................................................. 93
Engine test button ...................................................................... 94
Paper path test ......................................................................................... 95
Paper path sensors test ............................................................................. 95
Manual sensor test ................................................................................... 97
SW1 Front Door ....................................................................... 98
SR8 Registration sensor ............................................................ 100
SR14 Fuser Loop 1 and SR15 Fuser Loop 2 sensors ..................... 101
SR7 Fuser Pressure Release sensor ............................................. 102
SR5 Fuser Output sensor .......................................................... 103
SR22 Duplexer Refeed sensor ................................................... 104
SR6 Output Bin Full sensor ........................................................ 105
SR11 Developer Alienation sensor ............................................. 106
SR17 ITB Alienation sensor ....................................................... 107
Tray/bin manual sensor test ..................................................... 109
Print/stop test ........................................................................................ 117
Component tests ..................................................................................... 118

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Control-panel tests ................................................................... 118

Component test (special-mode test) ............................................ 118
Diagrams ............................................................................................................. 120
Block diagrams ...................................................................................... 120
Location of connectors ............................................................................ 122
DC controller PCA ................................................................... 122
Paper feeder driver PCA .......................................................... 123
Plug/jack locations ................................................................................. 124
Locations of major components ................................................................ 124
Base product .......................................................................... 125
1 x 500 paper feeder .............................................................. 131
General timing chart ............................................................................... 132
Circuit diagrams .................................................................................... 133
Internal print-quality test pages ................................................................................ 137
Print quality troubleshooting pages ........................................................... 137
Print quality assessment page .................................................................. 140
Cleaning page ....................................................................................... 142
Set up an auto cleaning page ................................................... 142
Print configuration page .......................................................................... 143
Configuration page ................................................................. 143
HP embedded Jetdirect page .................................................... 145
Finding important information on the configuration pages ............ 146
Color band test ...................................................................................... 147
Print quality troubleshooting tools ............................................................................ 147
Repetitive defects ruler ............................................................................ 147
Calibrate the product to align the colors .................................................... 148
Control panel menus .............................................................................................. 149
Administration menu ............................................................................... 149
Reports menu .......................................................................... 149
General Settings menu ............................................................. 150
Copy Settings menu ................................................................. 166
Scan/Digital Send Settings menu .............................................. 175
Fax Settings menu ................................................................... 186
General Print Settings menu ...................................................... 200
Default Print Options menu ....................................................... 202
Display Settings menu .............................................................. 204
Manage Supplies menu ........................................................... 206
Manage Trays menu ................................................................ 212
Network Settings menu ............................................................ 214
Troubleshooting menu .............................................................. 228
Device Maintenance menu ...................................................................... 232

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Backup/Restore menu .............................................................. 232

Calibration/Cleaning menu ...................................................... 233
USB Firmware Upgrade menu ................................................... 236
Service menu .......................................................................... 236
Interpret control-panel messages ............................................................................. 237
Control-panel message types ................................................................... 237
Control-panel messages .......................................................................... 237
Ready .................................................................................... 237
10.0X.Y0 Supply memory error ................................................ 237
10.23.50 ............................................................................... 238
10.23.51 ............................................................................... 238
10.23.52 ............................................................................... 238
10.XX.34 Used supply in use .................................................... 239
10.XX.40 Genuine HP supplies installed .................................... 239
10.XX.41 Unsupported supply in use ......................................... 240
10.XX.70 Printing past very low ................................................ 240
10.YY.15 Install <supply> ........................................................ 241
10.YY.25 Wrong cartridge in <color> slot ................................. 242
10.YY.35 Incompatible <supply> .............................................. 242
11.00.YY Internal clock error To continue, touch OK ................ 243
13.A3.A3 .............................................................................. 243
13.AD.D3 .............................................................................. 244
13.B2.AD .............................................................................. 244
13.B2.AZ ............................................................................... 245
13.B2.D1 ............................................................................... 245
13.B2.D2 ............................................................................... 246
13.B2.D3 ............................................................................... 246
13.B2.DD .............................................................................. 247
13.B9.AZ ............................................................................... 248
13.B9.CZ ............................................................................... 248
13.B9.DD .............................................................................. 249
13.B9.Dz ............................................................................... 249
13.WX.EE .............................................................................. 250
13.WX.FF .............................................................................. 251
13.WX.YZ Fuser wrap jam ....................................................... 251
13.WX.YZ Jam above output bin clear jam, then touch OK ....... 252
13.WX.YZ Jam in right door ..................................................... 252
13.WX.YZ Jam in Tray <X> ...................................................... 252
13.WX.YZ Jam lower right door ............................................... 253
20.00.00 Insufficient memory: <Device> To continue, touch OK 253
21.00.00 Page too complex To continue, touch OK ................. 253

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30.01.23 Scanner calibration failure ........................................ 253

30.01.36 Upgrade Error Try downloading upgrade again .......... 254
30.01.43 Scan memory failure To continue turn off then on ......... 254
30.01.YY Scanner failure To continue turn off then on ................. 254
30.WX.YZ Scanner fan failure To continue turn off then on .......... 255
31.01.03 Document feeder pick error ....................................... 255
31.01.47 Document feeder not detected .................................... 256
31.03.22 Scanner calibration failure ........................................ 256
31.WX.10 Scanner failure To continue turn off then on ................ 256
31.WX.15 Jam in document feeder ........................................... 256
32.1C.XX ............................................................................... 257
32.21.00 ............................................................................... 261
33.02.01 ............................................................................... 261
33.WX.YZ Used board/disk installed ........................................ 262
40.00.01 USB I/O buffer overflow To continue, touch OK ........ 262
40.00.02 Embedded I/O buffer overflow To continue, touch OK 262
41.03.YZ Unexpected size in Tray <X> ..................................... 262
41.03.YZ Unexpected size in Tray <X> To use another tray, touch
"Options" ............................................................................... 263
41.05.YZ Unexpected type in Tray <X> ..................................... 263
41.05.YZ Unexpected type in Tray <X> To use another tray,
touch "Options" ...................................................................... 264
41.WX.YZ Error To use another tray, touch "Options" ................. 266
42.XX.YY ............................................................................... 267
47.FC.YZ Printer calibration failed To continue, touch OK ......... 267
47.WX.YZ Printer calibration failed ........................................... 268
48.01.XX Error ....................................................................... 268
49.XX.YY Error To continue turn off then on ................................ 268
50.WX.YZ Fuser error To continue turn off then on ...................... 269
51.00.YY Error To continue turn off then on ................................ 272
52.00.00 Error To continue turn off then on ............................... 273
52.00.20 Error To continue turn off then on ............................... 274
52.20.00 Error To continue turn off then on ............................... 274
52.<XX>.00 Error To continue turn off then on ............................ 275
54.XX.YY Error ....................................................................... 275
55.XX.YY DC controller error To continue turn off then on ............ 276
55.XX.YY DC controller error To continue turn off then on ............ 277
56.00.01 Illegal Input Printer Error To continue turn off then on .... 277
56.00.YY Error To continue turn off then on ................................ 278
57.00.0X Error ....................................................................... 278
58.00.04 Error To continue turn off then on ............................... 279

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59.00.00 Error To continue turn off then on ............................... 279

59.00.20 Error To continue turn off then on ............................... 280
59.00.30 Error To continue turn off then on ............................... 280
59.00.40 Error To continue turn off then on ............................... 280
59.00.B0 Cleaning motor error Replace Toner Collection Unit ...... 280
59.00.YY Error To continue turn off then on ................................ 281
59.0X.50 Error To continue turn off then on ................................ 282
59.0X.60 Error To continue turn off then on ................................ 282
60.00.0Y Tray <Y> lifting error ................................................ 283
61.00.01 ............................................................................... 283
62.00.00 No system To continue turn off then on ........................ 283
69.11.YY Error To continue, touch OK .................................... 283
70.00.00 Error To continue turn off then on ............................... 284
80.0X.YY Embedded JetDirect Error .......................................... 284
81.WX.00 Wireless Network Error To continue turn off then on .. .. 286
81.WX.YZ Embedded JetDirect Error To continue turn off then on . . 286
98.00.0X Corrupt data in X volume ........................................... 286
<Binname> full Remove all paper from bin ................................. 287
<Supply> almost full ................................................................ 287
<Supply> low ......................................................................... 287
<Supply> low OR Supplies low ................................................. 288
<Supply> very low .................................................................. 289
<Supply> very low To continue, touch OK ............................... 289
<Supply> very low OR Supplies very low ................................... 289
A second USB wireless networking accessory has been detected . . 290
Bad optional tray connection .................................................... 290
Card slot device failure To clear touch Clear ........................... 291
Card slot file operation failed To clear touch Clear ................... 291
Card slot file system is full To clear touch Clear ........................ 291
Card slot is write protected To clear touch Clear ...................... 291
Card slot not initialized To clear touch Clear ........................... 291
Cartridge ship mode ................................................................ 292
Chosen personality not available To continue, touch OK ........... 292
Clean the rollers ...................................................................... 292
Cleaning disk <X>% complete Do not power off ......................... 292
Clearing activity log ................................................................ 293
Close front or right doors ......................................................... 293
Close lower right door ............................................................. 293
Close right door ...................................................................... 293
Data received ......................................................................... 294
Digital send communication error .............................................. 294

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Disk full Delete stored jobs ........................................................ 294

Disk low Delete stored jobs ....................................................... 294
Document feeder bin full .......................................................... 295
Document feeder is empty ........................................................ 295
Document Feeder Kit low .......................................................... 295
Document Feeder Kit very low ................................................... 295
Document Feeder Kit very low To continue, touch OK ............... 295
Document feeder top cover open ............................................... 296
Event log is empty ................................................................... 296
Fax is disabled ignoring call .................................................. 296
Finishing process not functional ................................................. 296
Flatbed cover open .................................................................. 296
Fuser Kit Low .......................................................................... 296
Fuser Kit very low .................................................................... 297
Fuser Kit very low To continue, touch OK ................................ 297
Incompatible <supply> ............................................................. 297
Incompatible supplies .............................................................. 298
Initializing scanner, please wait ................................................ 298
Initializing... ........................................................................... 298
Install <color> Cartridge .......................................................... 298
Install Fuser Unit ...................................................................... 299
Install supplies ........................................................................ 299
Internal disk device failure To clear touch Clear ....................... 299
Internal disk file operation failed To clear touch Clear ............... 299
Internal disk file system is full To clear touch Clear .................... 300
Internal disk is write protected To clear touch Clear .................. 300
Internal disk not found ............................................................. 300
Internal disk not functional ........................................................ 300
Internal disk not initialized To clear touch Clear ....................... 300
Internal disk spinning up .......................................................... 300
Load Tray 1 [Type] [Size] ......................................................... 301
Load Tray 1 [Type] [Size] To continue, touch OK ...................... 301
Load Tray <X>: [Size] .............................................................. 301
Load Tray <X>: [Size] To continue, touch OK .......................... 302
Load Tray <X>: [Size] To use another tray, touch "Options" ......... 302
Load Tray <X>: [Type], [Size] ................................................... 302
Load Tray <X>: [Type], [Size] To use another tray, touch
"Options" ............................................................................... 303
Manually feed output stack Then touch "OK" to print second sides 303
Manually feed: [Size] .............................................................. 303
Manually feed: [Size] To continue, touch OK ........................... 303

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Manually feed: [Size] To use another tray, touch "Options" .......... 304
Manually feed: [Type], [Size] To continue, touch OK ................ 304
Manually feed: [Type], [Size] To use another tray, touch
"Options" ............................................................................... 304
Moving solenoid ..................................................................... 305
Moving solenoid and motor ...................................................... 305
No job to cancel ..................................................................... 305
Output Bin full ......................................................................... 305
Paperless mode ....................................................................... 305
Paused ................................................................................... 305
Performing Color Band Test ................................................... 306
Performing Paper Path Test .................................................... 306
Please wait .......................................................................... 306
Printing CMYK samples... ......................................................... 306
Printing Color Usage Log... ...................................................... 306
Printing Configuration... ........................................................... 307
Printing Demo Page... .............................................................. 307
Printing Diagnostics Page... ...................................................... 307
Printing Engine Test... .............................................................. 307
Printing Engine Test... .............................................................. 307
Printing Event Log... ................................................................. 307
Printing File Directory... ............................................................ 308
Printing Font List... ................................................................... 308
Printing Fuser Test Page... ......................................................... 308
Printing Help Page... ............................................................... 308
Printing Menu Map... ............................................................... 308
Printing PQ Troubleshooting... .................................................. 309
Printing Registration Page... ...................................................... 309
Printing RGB Samples... ........................................................... 309
Printing stopped To continue, touch OK ................................... 309
Printing Supplies Status page... ................................................. 309
Printing Usage Page... ............................................................. 309
Processing digital send job ....................................................... 310
Processing duplex job... Do not grab paper until job completes .... 310
Processing job from tray <X>... Do not grab paper until job
completes ............................................................................... 310
Processing... <filename> .......................................................... 310
Processing... copy <X> of <Y> .................................................. 310
RAM Disk device failure To clear touch Clear .......................... 311
RAM Disk file operation failed To clear touch Clear .................. 311
RAM Disk file system is full To clear touch Clear ....................... 311

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RAM Disk is write protected To clear touch Clear ..................... 311

RAM Disk not initialized To clear touch Clear .......................... 311
Ready <IP Address> ................................................................ 312
Remove all toner cartridges To exit press X ................................. 312
Remove at least one toner cartridge To exit press X ..................... 312
Remove shipping lock from Tray 2 ............................................. 312
Replace <color> Cartridge ....................................................... 312
Replace Document Feeder Kit ................................................... 313
Replace Fuser Kit ..................................................................... 313
Replace staple cartridge ........................................................... 314
Replace supplies ..................................................................... 314
Replace Toner Collection Unit ................................................... 314
Restricted from printing in color ................................................. 315
Roller cleaning is recommended ................................................ 315
ROM disk device failed To clear touch Clear ........................... 315
ROM disk file operation failed To clear touch Clear .................. 315
ROM disk file system is full To clear touch Clear ....................... 316
ROM disk is write protected To clear touch Clear ..................... 316
ROM disk not initialized To clear touch Clear .......................... 316
Rotating <color> motor To exit press X ....................................... 316
Rotating Motor ........................................................................ 317
Size mismatch in Tray <X> ....................................................... 317
Sleep mode on ....................................................................... 317
Standard top output bin full Remove all paper from bin ................ 317
Staple Cartridge low ............................................................... 317
Staple Cartridge very low To continue, touch OK ..................... 318
Supplies in wrong positions ...................................................... 318
Supplies low ........................................................................... 318
Supplies very low To continue, touch OK ................................. 318
Toner Collection Unit almost full ................................................ 319
Toner Collection Unit full .......................................................... 319
Toner Collection Unit full To continue, touch OK ....................... 319
Tray <X> empty: [Size] ............................................................ 320
Tray <X> empty: [Type], [Size] ................................................. 320
Tray <X> open ........................................................................ 320
Tray <X> overfilled Remove excess paper .................................. 320
Tray <X> overfilled To use another tray, touch "Options" ............. 321
Type mismatch Tray <X> .......................................................... 321
Unable to cancel firmware update job ....................................... 321
Unable to install the firmware ................................................... 321
Unsupported drive installed ...................................................... 322

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Unsupported supply in use ........................................................ 322

Unsupported supply installed .................................................... 322
Unsupported supply installed To continue, touch OK ................. 323
Unsupported USB accessory detected Remove USB accessory ....... 323
Upgrade complete To continue turn off then on ........................... 323
USB accessory needs too much power Remove USB and turn off
then on .................................................................................. 323
USB accessory not functional .................................................... 323
USB hubs are not fully supported Some operations may not work
properly ................................................................................. 324
USB is write protected To clear touch Clear ............................. 324
USB needs too much power Remove USB and turn off then on ...... 324
USB not initialized To clear touch Clear .................................. 324
USB storage accessory removed Clearing any associated data ..... 324
USB storage device failure To clear touch Clear ....................... 324
USB storage file operation failed To clear touch Clear .............. 325
USB storage file system is full To clear touch Clear ................... 325
Used supply in use .................................................................. 325
Used supply installed To continue, touch OK ............................ 325
Warming up scanner ............................................................... 326
Wireless Configuration Mode ................................................... 326
Wireless is not configured ........................................................ 326
Wrong cartridge in <color> slot ................................................ 326
Event log messages ............................................................................................... 327
Print or view an event log ........................................................................ 328
Clear an event log .................................................................................. 328
Event log message table .......................................................................... 329
Clear jams .......................................................................................................................... 335
Common causes of jams ........................................................................................ 335
Auto-navigation for clearing jams ............................................................................ 336
Jam locations ........................................................................................................ 336
Clear jams in the document feeder .......................................................................... 337
Clear jams in the output bin area ............................................................................ 339
Clear jams in Tray 1 .............................................................................................. 340
Clear jams in Tray 2 .............................................................................................. 342
Clear jams in the right door .................................................................................... 343
Clear jams in optional Tray 3 ................................................................................. 347
Clear jams in the lower right door (Tray 3) ............................................................... 348
Jam causes and solutions ....................................................................................... 349
Jams in the output bin ............................................................................. 349
Jams in the fuser and transfer area ........................................................... 349

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Jams in the duplex area (duplex models) ................................................... 353

Jams in Tray 1, Tray 2 and internal paper path .......................................... 354
Jams in Tray 3 ....................................................................................... 356
Paper feeds incorrectly or becomes jammed ............................................................................ 358
The product does not pick up paper ........................................................................ 358
The product picks up multiple sheets of paper ........................................................... 358
The document feeder jams, skews, or picks up multiple sheets of paper ....................... 359
Prevent paper jams ................................................................................................ 359
Use manual print modes ....................................................................................................... 360
Solve image quality problems ................................................................................................ 364
Image defects table ............................................................................................... 364
Clean the product ................................................................................................................ 370
Print a cleaning page ............................................................................................ 370
Check the scanner glass for dirt or smudges ............................................................. 370
Clean the pickup rollers and separation pad in the document feeder ........................... 373
Solve performance problems ................................................................................................. 375
Solve connectivity problems ................................................................................................... 376
Solve USB connection problems .............................................................................. 376
Solve wired network problems ................................................................................ 376
The product has a poor physical connection. ............................................. 376
The computer is using the incorrect IP address for the product ...................... 376
The computer is unable to communicate with the product ............................ 377
The product is using incorrect link and duplex settings for the network .......... 377
New software programs might be causing compatibility problems ................ 377
The computer or workstation might be set up incorrectly .............................. 377
The product is disabled, or other network settings are incorrect .................... 377
Service mode functions ......................................................................................................... 378
Service menu ........................................................................................................ 378
Product resets ....................................................................................................... 381
Restore factory-set defaults ....................................................................... 381
Restore the service ID .............................................................................. 382
Product cold reset ................................................................................... 382
Format Disk and Partial Clean functions ................................................................... 383
Active and repository firmware locations ................................................... 383
Partial Clean ......................................................................................... 383
Execute a Partial Clean ............................................................ 384
Format Disk ........................................................................................... 384
Execute a Format Disk .............................................................. 385
Solve fax problems ............................................................................................................... 386
Checklist for solving fax problems ........................................................................... 386
What type of phone line are you using? .................................................... 386

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Are you using a surge-protection device? .................................................. 386

Are you using a phone company voice-messaging service or an answering
machine? .............................................................................................. 387
Does your phone line have a call-waiting feature? ...................................... 387
Check fax accessory status ..................................................................................... 388
General fax problems ............................................................................................ 389
Use Fax over VoIP networks .................................................................................... 390
Problems with receiving faxes ................................................................................. 391
Problems with sending faxes ................................................................................... 393
Fax error codes .................................................................................................... 395
Fax error messages on the product control panel ...................................................... 395
Send-fax messages ................................................................................. 396
Receive-fax messages ............................................................................. 397
Service settings ..................................................................................................... 398
Settings in the Troubleshooting menu ........................................................ 398
Product upgrades ................................................................................................................. 399
Determine the installed revision of firmware .............................................................. 399
Perform a firmware upgrade ................................................................................... 399
Embedded Web Server ........................................................................... 399
USB flash drive (Preboot menu) ................................................................ 400
USB flash drive (control-panel menu) ......................................................... 401
Appendix A Service and support ..................................................................................... 403
Hewlett-Packard limited warranty statement ............................................................................. 404
HP's Premium Protection Warranty: LaserJet toner cartridge limited warranty statement ................. 406
HP policy on non-HP supplies ................................................................................................ 407
HP anticounterfeit Web site ................................................................................................... 408
Color LaserJet Fuser Kit, Transfer Kit, and Roller Kit Limited Warranty Statement ........................... 409
Data stored on the toner cartridge .......................................................................................... 410
End User License Agreement .................................................................................................. 411
OpenSSL ............................................................................................................................. 414
Customer self-repair warranty service ..................................................................................... 415
Customer support ................................................................................................................. 416
Appendix B Product specifications ................................................................................... 417
Physical specifications .......................................................................................................... 418
Power consumption, electrical specifications, and acoustic emissions .......................................... 418
Environmental specifications .................................................................................................. 418

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Appendix C Regulatory information ................................................................................. 419

FCC regulations ................................................................................................................... 420
Environmental product stewardship program ........................................................................... 421
Protecting the environment ...................................................................................... 421
Ozone production ................................................................................................. 421
Power consumption ............................................................................................... 421
Paper use ............................................................................................................. 421
Plastics ................................................................................................................. 421
HP LaserJet print supplies ....................................................................................... 421
Return and recycling instructions ............................................................................. 422
United States and Puerto Rico .................................................................. 422
Multiple returns (more than one cartridge) .................................. 422
Single returns .......................................................................... 422
Shipping ................................................................................ 422
Non-U.S. returns .................................................................................... 423
Paper .................................................................................................................. 423
Material restrictions ............................................................................................... 423
Disposal of waste equipment by users ...................................................................... 424
Electronic hardware recycling ................................................................................. 424
Chemical substances ............................................................................................. 424
Material Safety Data Sheet (MSDS) ......................................................................... 424
For more information ............................................................................................. 424
Declaration of conformity ...................................................................................................... 425
Declaration of conformity (fax models) .................................................................................... 427
Certificate of Volatility .......................................................................................................... 429
Safety statements ................................................................................................................. 431
Laser safety .......................................................................................................... 431
Canadian DOC regulations .................................................................................... 431
VCCI statement (Japan) .......................................................................................... 431
Power cord instructions .......................................................................................... 431
Power cord statement (Japan) ................................................................................. 431
EMC statement (China) .......................................................................................... 432
EMC statement (Korea) .......................................................................................... 432
EMI statement (Taiwan) .......................................................................................... 432
Laser statement for Finland ..................................................................................... 432
GS statement (Germany) ........................................................................................ 434
Substances Table (China) ....................................................................................... 434
Restriction on Hazardous Substances statement (Turkey) ............................................. 434
Restriction on Hazardous Substances statement (Ukraine) ........................................... 434
Additional statements for telecom (fax) products ....................................................................... 435
EU Statement for Telecom Operation ....................................................................... 435

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New Zealand Telecom Statements ........................................................................... 435

Additional FCC statement for telecom products (US) .................................................. 435
Telephone Consumer Protection Act (US) .................................................................. 436
Industry Canada CS-03 requirements ...................................................................... 436
Vietnam Telecom wired/wireless marking for ICTQC Type approved products ............. 437
Japan Telecom Mark ............................................................................................. 437
Index ............................................................................................................................... 439

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List of tables

Table 1-1Sequence of operation ............................................................................................................ 3

Table 1-2Solenoids .............................................................................................................................. 5
Table 1-3Switches ................................................................................................................................ 6
Table 1-4Sensors ................................................................................................................................. 7
Table 1-5Motors .................................................................................................................................. 8
Table 1-6Fans ..................................................................................................................................... 9
Table 1-7High-voltage power supply circuits ......................................................................................... 10
Table 1-8Converted DC voltages ......................................................................................................... 12
Table 1-9Fuser (fixing) components ...................................................................................................... 16
Table 1-10Image formation process ..................................................................................................... 23
Table 1-11Primary-transfer-roller engagement states ............................................................................... 33
Table 1-12Image-stabilization controls .................................................................................................. 37
Table 1-13Switches and sensors for the pickup, feed, and delivery system ................................................ 38
Table 1-14Motors and solenoids for the pickup, feed, and delivery system ............................................... 39
Table 1-15Jams that the product detects ............................................................................................... 54
Table 1-16Electrical components for the paper feeder ............................................................................ 57
Table 1-17Paper size detection ........................................................................................................... 60
Table 2-1Preboot menu options (1 of 6) ................................................................................................ 73
Table 2-2Preboot menu options (2 of 6) ................................................................................................ 75
Table 2-3Preboot menu options (3 of 6) ................................................................................................ 76
Table 2-4Preboot menu options (4 of 6) ................................................................................................ 77
Table 2-5Preboot menu options (5 of 6) ................................................................................................ 77
Table 2-6Preboot menu options (6 of 6) ................................................................................................ 78
Table 2-7Troubleshooting flowchart ...................................................................................................... 81
Table 2-8Heartbeat LED, product initialization ....................................................................................... 87
Table 2-9Heartbeat LED, product operational ........................................................................................ 89
Table 2-10Paper-path sensors diagnostic tests ....................................................................................... 95
Table 2-11Manual sensor diagnostic tests ............................................................................................. 97
Table 2-12Tray/bin manual sensors ................................................................................................... 109
Table 2-13Component test details ...................................................................................................... 118
Table 2-14Sensors ........................................................................................................................... 121
Table 2-15DC controller connectors ................................................................................................... 122

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Table 2-16Paper feeder driver PCA connectors ................................................................................... 123

Table 2-17PCAs, motors, fans, switches, solenoids, and clutches ........................................................... 129
Table 2-18Important information on the configuration pages ................................................................. 146
Table 2-19Reports menu ................................................................................................................... 149
Table 2-20General Settings menu ...................................................................................................... 151
Table 2-21Copy Settings menu .......................................................................................................... 166
Table 2-22Scan/Digital Send Settings menu ....................................................................................... 175
Table 2-23Fax Settings menu ............................................................................................................ 187
Table 2-24General Print Settings menu ............................................................................................... 200
Table 2-25Default Print Options menu ................................................................................................ 202
Table 2-26Display Settings menu ....................................................................................................... 204
Table 2-27Manage Supplies menu .................................................................................................... 206
Table 2-28Manage Trays menu ......................................................................................................... 212
Table 2-29Network Settings menu ..................................................................................................... 214
Table 2-30Jetdirect Menu .................................................................................................................. 215
Table 2-31Troubleshooting menu ....................................................................................................... 228
Table 2-32Backup/Restore menu ....................................................................................................... 233
Table 2-33Calibration/Cleaning menu ............................................................................................... 233
Table 2-34Causes and solutions for delivery delay jam ........................................................................ 349
Table 2-35Causes and solutions for fuser delivery delay jams ............................................................... 349
Table 2-36Causes and solutions for wrapping jams ............................................................................. 350
Table 2-37Causes and solutions for fuser delivery stationary jams .......................................................... 350
Table 2-38Causes and solutions for residual paper jams ...................................................................... 350
Table 2-39Causes and solutions for pickup delay jams 2 ...................................................................... 351
Table 2-40Causes and solutions for pickup stationary jams ................................................................... 352
Table 2-41Causes and solutions for duplexing reverse jams .................................................................. 353
Table 2-42Causes and solutions for duplex repick jams ........................................................................ 353
Table 2-43Causes and solutions for residual media jams ...................................................................... 354
Table 2-44Causes and solutions for pickup delay jam 1: tray pickup ..................................................... 354
Table 2-45Causes and solutions for pickup stationary jams ................................................................... 355
Table 2-46Causes and solutions for pickup delay jam 1; MP tray pickup ................................................ 355
Table 2-47Causes and solutions for pickup delay and pickup stationary jams ......................................... 356
Table 2-48Print modes under the Adjust Paper Types sub menu ............................................................. 361
Table 2-49MP modes under the Optimize submenu ............................................................................. 362
Table 2-50Image defects table .......................................................................................................... 364
Table 2-51Solve performance problems .............................................................................................. 375
Table 2-52Send-fax messages ........................................................................................................... 396
Table 2-53Receive-fax messages ........................................................................................................ 397
Table B-1Physical specifications ......................................................................................................... 418
Table B-2Operating-environment specifications .................................................................................... 418

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List of figures

Figure 1-1Relationship between the main product systems ......................................................................... 2

Figure 1-2Engine-control system ............................................................................................................. 4
Figure 1-3DC controller block diagram ................................................................................................... 5
Figure 1-4High-voltage power supply circuits ........................................................................................ 10
Figure 1-5Low-voltage power-supply circuit ........................................................................................... 11
Figure 1-6Fuser (fixing) components ..................................................................................................... 16
Figure 1-7Fuser temperature-control circuit ............................................................................................ 17
Figure 1-8Laser/scanner system ........................................................................................................... 20
Figure 1-9Image formation system ........................................................................................................ 22
Figure 1-10Image formation process .................................................................................................... 23
Figure 1-11Pre-exposure ..................................................................................................................... 24
Figure 1-12Primary charging ............................................................................................................... 24
Figure 1-13Laser-beam exposure ......................................................................................................... 25
Figure 1-14Development ..................................................................................................................... 25
Figure 1-15Primary transfer ................................................................................................................. 26
Figure 1-16Secondary transfer ............................................................................................................ 26
Figure 1-17Separation ....................................................................................................................... 27
Figure 1-18Fusing .............................................................................................................................. 27
Figure 1-19ITB cleaning ...................................................................................................................... 28
Figure 1-20Drum cleaning .................................................................................................................. 28
Figure 1-21Toner-cartridge system ....................................................................................................... 29
Figure 1-22Developing-roller engagement and disengagement control ..................................................... 30
Figure 1-23ITB unit ............................................................................................................................. 32
Figure 1-24Three states of primary-transfer-roller engagement and disengagement ..................................... 33
Figure 1-25ITB cleaning process .......................................................................................................... 35
Figure 1-26Toner patterns for calibration .............................................................................................. 36
Figure 1-27Switches and sensors for the pickup, feed, and delivery system ............................................... 38
Figure 1-28Motors and solenoids for the pickup, feed, and delivery system .............................................. 39
Figure 1-29Three main units of the pickup, feed, and delivery system ....................................................... 40
Figure 1-30Pickup-and-feed unit ........................................................................................................... 41
Figure 1-31Tray-pickup mechanism ...................................................................................................... 42
Figure 1-32Tray presence sensor ......................................................................................................... 43

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Figure 1-33Tray lift mechanism ............................................................................................................ 44

Figure 1-34Paper-level-detection mechanism .......................................................................................... 45
Figure 1-35Multifeed prevention .......................................................................................................... 45
Figure 1-36Multipurpose tray pickup mechanism ................................................................................... 46
Figure 1-37Paper-feed mechanism ....................................................................................................... 47
Figure 1-38Skew-feed prevention ......................................................................................................... 48
Figure 1-39Fuser and delivery unit ....................................................................................................... 49
Figure 1-40Loop-control mechanism ..................................................................................................... 50
Figure 1-41Pressure-roller pressurization control .................................................................................... 51
Figure 1-42Duplexing unit ................................................................................................................... 52
Figure 1-43Jam detection sensors ........................................................................................................ 54
Figure 1-44Optional paper feeder ....................................................................................................... 56
Figure 1-45Signals for the paper feeder ............................................................................................... 57
Figure 1-46Paper-feeder pickup and feed operation ............................................................................... 58
Figure 1-47Paper size detection .......................................................................................................... 59
Figure 1-48Paper-feeder lift ................................................................................................................. 61
Figure 1-49Paper-feeder multiple feed prevention .................................................................................. 62
Figure 1-50Jam detection .................................................................................................................... 64
Figure 1-51ADF path for single-sided documents ................................................................................... 66
Figure 1-52ADF path for two-sided documents ...................................................................................... 67
Figure 2-1Diagnostic test (1 of 3) ......................................................................................................... 92
Figure 2-2Diagnostic test (2 of 3) ......................................................................................................... 92
Figure 2-3Diagnostic test (3 of 3) ......................................................................................................... 93
Figure 2-4Engine-test button ................................................................................................................ 94
Figure 2-5Test the front door switch (1 of 4) .......................................................................................... 98
Figure 2-6Test the front door switch (2 of 4) .......................................................................................... 98
Figure 2-7Test the front door switch (3 of 4) .......................................................................................... 99
Figure 2-8Test the front door switch (4 of 4) .......................................................................................... 99
Figure 2-9Test the registration sensor .................................................................................................. 100
Figure 2-10Test the fuser loop sensors ................................................................................................ 101
Figure 2-11Test the fuser pressure-release sensor (1 of 2) ...................................................................... 102
Figure 2-12Test the fuser pressure-release sensor (2 of 2) ...................................................................... 102
Figure 2-13Test the fuser output sensor (1 of 2) .................................................................................... 103
Figure 2-14Test the fuser output sensor (2 of 2) .................................................................................... 103
Figure 2-15Test the duplexer refeed sensor ......................................................................................... 104
Figure 2-16Test the output-bin-full sensor ............................................................................................. 105
Figure 2-17Test the ITB alienation sensor (1 of 2) ................................................................................. 107
Figure 2-18Test the ITB alienation sensor (2 of 2) ................................................................................. 108
Figure 2-19Test the Tray 1 paper sensor ............................................................................................. 110
Figure 2-20Test the Tray 2 paper sensor ............................................................................................. 111
Figure 2-21Test the Tray 2 sensor (1 of 2) ........................................................................................... 112

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Figure 2-22Test the Tray 2 sensor (2 of 2) ........................................................................................... 112

Figure 2-23Test the Tray 2 lifter sensor ............................................................................................... 113
Figure 2-24Test the optional Tray 3 paper sensor ................................................................................ 114
Figure 2-25Test the optional Tray 3 feed sensor ................................................................................... 115
Figure 2-26Test the optional Tray 3 paper surface sensor ..................................................................... 116
Figure 2-27Test the optional Tray 3 SW1 paper size sensors ................................................................ 117
Figure 2-28Sensors .......................................................................................................................... 120
Figure 2-29DC controller PCA ........................................................................................................... 122
Figure 2-30 Paper feeder driver PCA ................................................................................................. 123
Figure 2-31Component locations (1 of 5) ............................................................................................ 125
Figure 2-32Component locations (2 of 5) ............................................................................................ 126
Figure 2-33Component locations (3 of 5) ............................................................................................ 127
Figure 2-34Component locations (4 of 5) ............................................................................................ 128
Figure 2-35Component locations (5 of 5) ............................................................................................ 129
Figure 2-361 x 500 paper feeder ...................................................................................................... 131
Figure 2-37General timing chart ........................................................................................................ 132
Figure 2-38General circuit diagram (1 of 2) ....................................................................................... 133
Figure 2-39General circuit diagram (2 of 2) ....................................................................................... 134
Figure 2-40Product circuit block diagram ............................................................................................ 135
Figure 2-41Paper feeder circuit diagram ............................................................................................ 136
Figure 2-42Print-quality troubleshooting procedure ............................................................................... 137
Figure 2-43Yellow print-quality troubleshooting page ........................................................................... 138
Figure 2-44Yellow comparison page .................................................................................................. 138
Figure 2-45Black print-quality troubleshooting page ............................................................................. 139
Figure 2-46Configuration page ......................................................................................................... 143
Figure 2-47HP embedded Jetdirect page ............................................................................................ 145
Figure 2-48Repetitive defects ruler ..................................................................................................... 147
Figure 2-49Sample event log ............................................................................................................ 327
Figure C-1Certificate of Volatility (1 of 2) ............................................................................................ 429
Figure C-2Certificate of Volatility (2 of 2) ............................................................................................ 430

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