Solving Printer Problems
Introduction
Clearing Paper Jams
Paper Pickup and Transfer Guide Areas
Fusing Assembly Area - Top Cover
Paper Jams: Rear Cover - Fusing Assembly and Paper Exit Areas
Paper Jams: 500-sheet Lower Cassette (not applicable at ING)
Paper Jams: Optional Duplex Unit (not applicable at ING)
Table Repeated Paper Jams: Situations and Solutions
Improving Print Quality
Print Quality Checklist
Vertical Fade
Dropouts
Vertical lines
Toner Smear
Background Gray Toner Shading
Vertical Repetitive Defects
Improperly Formed Characters
Vertical Line at Edge of Paper
Understanding Printer Messages
Clearable Warnings
Troubleshooting Check List
Printer Response Problems
Software/Computer/Printer Interface Problems
Problems Using Optional Accesories
PostScript Troubleshooting
Introduction
This chapter helps you to troubleshoot printer problems in the following areas:
Clearing paper jams
Improving print quality
Understanding printer messages
Troubleshooting check list
Clearing Paper Jams
If a 13 PAPER JAM or 13 DUPLEX JAM message appears in the display panel, look for jammed paper in any of the locations in Figure 8-1. If you get repeated paper jams or if the paper jam message appears repeatedly, see " Repeated Paper Jams" at the end of this section. Paper jams occur most often when:
Paper cassettes are not correctly loaded (see Chapter 3, "Printing Tasks").
Your print media does not meet the specifications listed in Chapter 3, " Printing Tasks", and Appendix C, "Media Specifications".
The media is in poor condition.
The printer needs cleaning.
User-replaceable parts are wearing out (see " User-Replaceable Parts" in Chapter 7).
Note
The top cover or rear cover of the printer must be opened and then closed in order to clear the paper jam message. If paper jams occur frecuently, clean the printer and check the quality of your paper or other print media.
Paper Jams: Paper Pickup and Transfer Guide Areas
Remove the paper cassette
Pull the paper out through the front of the printer
Note
Do not force the paper. If you can see paper in the cassette opening but cannot remove it easily, remove the paper through the Transfer Guide Area (see next steps)
Open the top cover and remove the toner cartridge.
Raise the green handle to free the paper, and pull the paper out through the front of the printer.
Paper Jams: Fusing Assembly Area - Top Cover
Open the top cover and remove the toner cartridge.
Remove the paper by pulling it back out of the fuser, into the printer body. Roll the paper toward you to avoid spilling loose (unfused) toner.
Clean any loose toner that may have fallen into the printer with a clean lint-free cloth
Note
If loose toner falls into the fuser, it may cause print quality problems
If toner gets on your clothes, wipe it off with a dry cloth and wash your clothes in cold water. Hot water sets toner into fabric.
Paper Jams: Rear Cover - Fusing Assembly and Paper Exit Areas
Warning
The fusing area gets HOT.
Open the rear cover.
Open the rear door of the fusing assembly, if necessary
Pull the jammed paper from the fusing assembly.
Remove the leading edge from the paper exit in the output bin if necessary
Note
Make sure that the orange packing spacers have been removed from the fusing assembly.
Paper Jams: 500-sheet Lower Cassette
(not applicable at ING)
Partially remove the 500-sheet Lower Cassette
Remove jammed paper.
If necessary, partially remove the 500-sheet Paper Cassette and remove jammed paper.
Remove any pages in the cassette that are damaged. Do not reload damaged paper into the cassette.
Note
If there are frequent paper jams or multi-feed problems in the lower cassette area, see "Printing from the OPtional lOwer Cassette" in Chapter 3 and " Repeated Paper Jams" at the end of this section.
Paper Jams: Optional Duplex Unit
(not applicable at ING)
Remove the Paper Cassette
Open the front access cover of the duplex unit and remove any paper. Also, remove any paper protruding from the rear of the duplix unit.
Open the rear duplex door.
Lift paper guide and remove any paper, then lift paper guide and remove any paper, then close.
Close rear duplex door (it should latch when completely closed). Replace the Paper Cassette and close the duplex unit's front access cover.
Repeated Paper Jams: Situations and Solutions
Repeated Paper Jams: Situations and Solutions
Situation Solution
General repeated paper jam problems.
Check to see that media is correctly loaded in trays (see Chapter 3, "Printing Tasks ").
Previously printed paper or torn, worn, or irregular paper should not be used.
Certain media jams, other media does not. For the recommended paper and other media for your printer, see Appendix C, "Media Specifications." Try turning over the stack of paper in the tray.
Parts may be worn. See " User-Replaceable Parts " in Chapter 7.
If jams continue, contact your authorized HP service provider.
Multipurpose (MP) Tray repeated jams. If jams persist after you have cleaned the printer, check the media specifications and verify that you are loading the Multipurpose (MP) tray correctly (see Chapter 3 "Printing Tasks"). You may need to replace the Multipurpose (MP) Tray Pickup Roller as described in Chapter 7.
Paper Cassette repeated jams. If jams persist after you have cleaned the printer, check the media specifications and verify that you are loading the Multipurpose (MP) tray correctly (see Chapter 3 " Printing Tasks"). You may need to replace the Multipurpose (MP) Tray Pickup Roller as described in Chapter 7. If using the universal (adjustable) Paper Cassette, verify that the paper size knob and other adjustments are set correctly and that the tray is not overloaded.
Lower Cassette repeated jams (not applicable at ING). Adjust the Lower Cassette as described in "Printing from the Optional Lower Cassette " in Chapter3. Verify that the paper size, tension, and other adjustments are set correctly and that the tray is not overloaded. If two or more pieces of media are being selected at once, it may help to decrease the tension (turn the adjustment clockwise). If the media is not being picked up from the tray, increase the tension (turn the adjustment counterclockwise).
Improving Print Quality
General causes of print quality problems are given in the checklist below, followed by specific samples of common print quality problems. If the listed solutions do not work, call for help.
Print Quality Checklist
Redistribute the toner in the toner cartridge (see " The toner Cartridge" in Chapter 7).
Clean the inside of the printer (see " Cleaning the printer" in Chapter 7).
Adjust the print density (see "Adjusting Print " )
Check the paper type and quality (see Appendix C, " Media Specifications").
Replace the toner cartridge, then check the print quality again.
Vertical Fade
If a vertical white streak or faded area appears on the page:
The toner cartridge toner supply is low. Remove the toner cartridge from the printer and rotate it back and forth. If shaking the cartridge does not improve the print quality, replace the toner cartridge.
The print density is too light. Adjust the density adjustment setting from the control panel (1 is light; 5 is dark). (see " Adjusting Print Density" in Chapter 5).
Dropouts
If faded-out areas, generally rounded, occur randomly on the page:
The moisture content of the paper is uneven, or the paper has moist spots on its surface. Try paper from a different source.
The paper lot is bad. The manufacturing process can cause some areas to reject toner. Try paper from a different source.
The transfer roller is dirty. Replace the transfer roller (see 'User-Replaceable Parts' in Chapter 7).
Vertical Lines
If sharp black vertical streaks appear on the page, the photosensitive drum inside the toner cartridge has probably been scratched. Replace the toner cartridge.
If smeared black vertical streaks appear, the fuser may be bad. Inspect the rollers for scratches and escessive wear, and, if necessary, replace the fusing assembly as described in 'User-Replaceable Parts' in Chapter 7.
Toner Smear
If toner smears appear on the leading edge of the paper, the paper guides are dirty. Clean the printer as described in 'Cleaning the Printer' in Chapter 7.
If toner on the paper is loose or can be wiped off easily, your fuser may be damaged. See your service representative.
Background Gray Toner Shading
If the amount of background toner shading becomes unacceptable, the procedures described below may help to clear the condition:
Increase the density setting (see 'Adjusting Print Density' in Chapter 5). This will decrease the amount of background shading.
Change the paper to a lighter basis weight.
Check the printer's environment; very dry (low humidity) conditions can increase the amount of background shading.
Replace the toner cartridge
Replace the transfer roller (see 'Transfer Roller' in Chapter 7).
Vertical Repetitive Defects
If marks appear repeatedly on the printed side of the page:
The toner cartridge is damaged. The circumference of the toner cartridge drum is 3 3/4 inches (95 mm). If a repetitive mark occurs every 3 3/4 inches on the page, replace the toner cartridge.
The developer roller is defective. If a repetitive mark occurs every 2 inches (51 mm) on the page, replace the toner cartridge.
The charger roller in the toner cartridge is defective. If a horizontal black line occurs every 1 1/2 inches (38 mm), replace the toner cartridge.
The transfer roller has toner on it. If the defects occur every 2 1/6 inches (53 mm) on the black page, the problem will likely correct itself after a few more pages.
Improperly Formed Characters
If characters are improperly formed, producing hollow characters, your paper stock mat be too slick. Try a different paper.
If characters are improperly formed, producing a wavy effect, the laser scanner needs service. Call your authorized HP dealer or HP service representative
Vertical Line at Edge of Paper
If a vertical line appears on the page's margin (usually the right margin) after printing about 10,000 pages, the drum in your toner cartridge is wearing out. The line will grow wider, with cross-hatching. Replace the toner cartridge. Shaking the cartridge will not temporarily relieve the problem.
Understanding Printer Messages
Printer Messages
Message Description Recommended Action
00 READY The default ready message. The printer is ready to use. No action required
00 POWERSAVE Printer is in Power Save mode. In Power Save mode all control panel keys operate normally. (See 'Saving Power with the Power Save Feature' in Chapter 5). Press any key to take printer out of Power Save mode. Receipt of data or an error condition will also take pronter out of Power Save mode. The job will print when the fuser has warmed.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
04 SELF TEST Printing a continous self test. Press On Line or Shit + Continue to stop the test. Several more pages may print.
05 SELF TEST Printer self test in process (non-printing). No action required.
06 PRINTING TEST Printing a self test. No action required.
06 TYPEFACE LIST Printing a Typeface List. (Note that PCL/Postscript formats are different.). No action required.
06 DEMO PAGE Printing a Demonstration Page. (Note that PCL/Postscript format are different). No action required.
06 CONFIG PAGE Printing a Configuration Page. No action required.
07 RESET Follows a control panel Shift+Reset selection. The printer returns all Printing,PCL,Job,and installed personality (PS,etc.) Menu items to user-selected settings and clears buffered page data, temporary soft fonts, and temporary macros. No action required unless the printer is receiving data(you may have to press Shift+Reset several times to prevent printing unwanted pages.
08 COLD RESET The printer returns all Printing, PCL, Job, Config, Mem Config, Parallel, Serial, MIO (if installed), and installed personality(PCL, PS, etc.) Menu settings to their factory default configurations, except for page count, MP Tray size, Envelope Feeder size, and display language. Reconfigure your printer and MIO. When you install a MIO card, to reinitialize the printer's control panel you may need to perform a cold reset. (Note: In a shared environment, this task should only be performed by the system administrator.) To perform a cold reset, hold down On Line while switching the printer ON until 08 COLD RESET appears in the display.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
Introduction
Clearing Paper Jams
Paper Pickup and Transfer Guide Areas
Fusing Assembly Area - Top Cover
Paper Jams: Rear Cover - Fusing Assembly and Paper Exit Areas
Paper Jams: 500-sheet Lower Cassette (not applicable at ING)
Paper Jams: Optional Duplex Unit (not applicable at ING)
Table Repeated Paper Jams: Situations and Solutions
Improving Print Quality
Print Quality Checklist
Vertical Fade
Dropouts
Vertical lines
Toner Smear
Background Gray Toner Shading
Vertical Repetitive Defects
Improperly Formed Characters
Vertical Line at Edge of Paper
Understanding Printer Messages
Clearable Warnings
Troubleshooting Check List
Printer Response Problems
Software/Computer/Printer Interface Problems
Problems Using Optional Accesories
PostScript Troubleshooting
Introduction
This chapter helps you to troubleshoot printer problems in the following areas:
Clearing paper jams
Improving print quality
Understanding printer messages
Troubleshooting check list
Clearing Paper Jams
If a 13 PAPER JAM or 13 DUPLEX JAM message appears in the display panel, look for jammed paper in any of the locations in Figure 8-1. If you get repeated paper jams or if the paper jam message appears repeatedly, see " Repeated Paper Jams" at the end of this section. Paper jams occur most often when:
Paper cassettes are not correctly loaded (see Chapter 3, "Printing Tasks").
Your print media does not meet the specifications listed in Chapter 3, " Printing Tasks", and Appendix C, "Media Specifications".
The media is in poor condition.
The printer needs cleaning.
User-replaceable parts are wearing out (see " User-Replaceable Parts" in Chapter 7).
Note
The top cover or rear cover of the printer must be opened and then closed in order to clear the paper jam message. If paper jams occur frecuently, clean the printer and check the quality of your paper or other print media.
Paper Jams: Paper Pickup and Transfer Guide Areas
Remove the paper cassette
Pull the paper out through the front of the printer
Note
Do not force the paper. If you can see paper in the cassette opening but cannot remove it easily, remove the paper through the Transfer Guide Area (see next steps)
Open the top cover and remove the toner cartridge.
Raise the green handle to free the paper, and pull the paper out through the front of the printer.
Paper Jams: Fusing Assembly Area - Top Cover
Open the top cover and remove the toner cartridge.
Remove the paper by pulling it back out of the fuser, into the printer body. Roll the paper toward you to avoid spilling loose (unfused) toner.
Clean any loose toner that may have fallen into the printer with a clean lint-free cloth
Note
If loose toner falls into the fuser, it may cause print quality problems
If toner gets on your clothes, wipe it off with a dry cloth and wash your clothes in cold water. Hot water sets toner into fabric.
Paper Jams: Rear Cover - Fusing Assembly and Paper Exit Areas
Warning
The fusing area gets HOT.
Open the rear cover.
Open the rear door of the fusing assembly, if necessary
Pull the jammed paper from the fusing assembly.
Remove the leading edge from the paper exit in the output bin if necessary
Note
Make sure that the orange packing spacers have been removed from the fusing assembly.
Paper Jams: 500-sheet Lower Cassette
(not applicable at ING)
Partially remove the 500-sheet Lower Cassette
Remove jammed paper.
If necessary, partially remove the 500-sheet Paper Cassette and remove jammed paper.
Remove any pages in the cassette that are damaged. Do not reload damaged paper into the cassette.
Note
If there are frequent paper jams or multi-feed problems in the lower cassette area, see "Printing from the OPtional lOwer Cassette" in Chapter 3 and " Repeated Paper Jams" at the end of this section.
Paper Jams: Optional Duplex Unit
(not applicable at ING)
Remove the Paper Cassette
Open the front access cover of the duplex unit and remove any paper. Also, remove any paper protruding from the rear of the duplix unit.
Open the rear duplex door.
Lift paper guide and remove any paper, then lift paper guide and remove any paper, then close.
Close rear duplex door (it should latch when completely closed). Replace the Paper Cassette and close the duplex unit's front access cover.
Repeated Paper Jams: Situations and Solutions
Repeated Paper Jams: Situations and Solutions
Situation Solution
General repeated paper jam problems.
Check to see that media is correctly loaded in trays (see Chapter 3, "Printing Tasks ").
Previously printed paper or torn, worn, or irregular paper should not be used.
Certain media jams, other media does not. For the recommended paper and other media for your printer, see Appendix C, "Media Specifications." Try turning over the stack of paper in the tray.
Parts may be worn. See " User-Replaceable Parts " in Chapter 7.
If jams continue, contact your authorized HP service provider.
Multipurpose (MP) Tray repeated jams. If jams persist after you have cleaned the printer, check the media specifications and verify that you are loading the Multipurpose (MP) tray correctly (see Chapter 3 "Printing Tasks"). You may need to replace the Multipurpose (MP) Tray Pickup Roller as described in Chapter 7.
Paper Cassette repeated jams. If jams persist after you have cleaned the printer, check the media specifications and verify that you are loading the Multipurpose (MP) tray correctly (see Chapter 3 " Printing Tasks"). You may need to replace the Multipurpose (MP) Tray Pickup Roller as described in Chapter 7. If using the universal (adjustable) Paper Cassette, verify that the paper size knob and other adjustments are set correctly and that the tray is not overloaded.
Lower Cassette repeated jams (not applicable at ING). Adjust the Lower Cassette as described in "Printing from the Optional Lower Cassette " in Chapter3. Verify that the paper size, tension, and other adjustments are set correctly and that the tray is not overloaded. If two or more pieces of media are being selected at once, it may help to decrease the tension (turn the adjustment clockwise). If the media is not being picked up from the tray, increase the tension (turn the adjustment counterclockwise).
Improving Print Quality
General causes of print quality problems are given in the checklist below, followed by specific samples of common print quality problems. If the listed solutions do not work, call for help.
Print Quality Checklist
Redistribute the toner in the toner cartridge (see " The toner Cartridge" in Chapter 7).
Clean the inside of the printer (see " Cleaning the printer" in Chapter 7).
Adjust the print density (see "Adjusting Print " )
Check the paper type and quality (see Appendix C, " Media Specifications").
Replace the toner cartridge, then check the print quality again.
Vertical Fade
If a vertical white streak or faded area appears on the page:
The toner cartridge toner supply is low. Remove the toner cartridge from the printer and rotate it back and forth. If shaking the cartridge does not improve the print quality, replace the toner cartridge.
The print density is too light. Adjust the density adjustment setting from the control panel (1 is light; 5 is dark). (see " Adjusting Print Density" in Chapter 5).
Dropouts
If faded-out areas, generally rounded, occur randomly on the page:
The moisture content of the paper is uneven, or the paper has moist spots on its surface. Try paper from a different source.
The paper lot is bad. The manufacturing process can cause some areas to reject toner. Try paper from a different source.
The transfer roller is dirty. Replace the transfer roller (see 'User-Replaceable Parts' in Chapter 7).
Vertical Lines
If sharp black vertical streaks appear on the page, the photosensitive drum inside the toner cartridge has probably been scratched. Replace the toner cartridge.
If smeared black vertical streaks appear, the fuser may be bad. Inspect the rollers for scratches and escessive wear, and, if necessary, replace the fusing assembly as described in 'User-Replaceable Parts' in Chapter 7.
Toner Smear
If toner smears appear on the leading edge of the paper, the paper guides are dirty. Clean the printer as described in 'Cleaning the Printer' in Chapter 7.
If toner on the paper is loose or can be wiped off easily, your fuser may be damaged. See your service representative.
Background Gray Toner Shading
If the amount of background toner shading becomes unacceptable, the procedures described below may help to clear the condition:
Increase the density setting (see 'Adjusting Print Density' in Chapter 5). This will decrease the amount of background shading.
Change the paper to a lighter basis weight.
Check the printer's environment; very dry (low humidity) conditions can increase the amount of background shading.
Replace the toner cartridge
Replace the transfer roller (see 'Transfer Roller' in Chapter 7).
Vertical Repetitive Defects
If marks appear repeatedly on the printed side of the page:
The toner cartridge is damaged. The circumference of the toner cartridge drum is 3 3/4 inches (95 mm). If a repetitive mark occurs every 3 3/4 inches on the page, replace the toner cartridge.
The developer roller is defective. If a repetitive mark occurs every 2 inches (51 mm) on the page, replace the toner cartridge.
The charger roller in the toner cartridge is defective. If a horizontal black line occurs every 1 1/2 inches (38 mm), replace the toner cartridge.
The transfer roller has toner on it. If the defects occur every 2 1/6 inches (53 mm) on the black page, the problem will likely correct itself after a few more pages.
Improperly Formed Characters
If characters are improperly formed, producing hollow characters, your paper stock mat be too slick. Try a different paper.
If characters are improperly formed, producing a wavy effect, the laser scanner needs service. Call your authorized HP dealer or HP service representative
Vertical Line at Edge of Paper
If a vertical line appears on the page's margin (usually the right margin) after printing about 10,000 pages, the drum in your toner cartridge is wearing out. The line will grow wider, with cross-hatching. Replace the toner cartridge. Shaking the cartridge will not temporarily relieve the problem.
Understanding Printer Messages
Printer Messages
Message Description Recommended Action
00 READY The default ready message. The printer is ready to use. No action required
00 POWERSAVE Printer is in Power Save mode. In Power Save mode all control panel keys operate normally. (See 'Saving Power with the Power Save Feature' in Chapter 5). Press any key to take printer out of Power Save mode. Receipt of data or an error condition will also take pronter out of Power Save mode. The job will print when the fuser has warmed.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
04 SELF TEST Printing a continous self test. Press On Line or Shit + Continue to stop the test. Several more pages may print.
05 SELF TEST Printer self test in process (non-printing). No action required.
06 PRINTING TEST Printing a self test. No action required.
06 TYPEFACE LIST Printing a Typeface List. (Note that PCL/Postscript formats are different.). No action required.
06 DEMO PAGE Printing a Demonstration Page. (Note that PCL/Postscript format are different). No action required.
06 CONFIG PAGE Printing a Configuration Page. No action required.
07 RESET Follows a control panel Shift+Reset selection. The printer returns all Printing,PCL,Job,and installed personality (PS,etc.) Menu items to user-selected settings and clears buffered page data, temporary soft fonts, and temporary macros. No action required unless the printer is receiving data(you may have to press Shift+Reset several times to prevent printing unwanted pages.
08 COLD RESET The printer returns all Printing, PCL, Job, Config, Mem Config, Parallel, Serial, MIO (if installed), and installed personality(PCL, PS, etc.) Menu settings to their factory default configurations, except for page count, MP Tray size, Envelope Feeder size, and display language. Reconfigure your printer and MIO. When you install a MIO card, to reinitialize the printer's control panel you may need to perform a cold reset. (Note: In a shared environment, this task should only be performed by the system administrator.) To perform a cold reset, hold down On Line while switching the printer ON until 08 COLD RESET appears in the display.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
00 OFFLINE Printer is off line and not able to receive data. Press On Line
02 WARMING UP The printer is warming up and is not ready to accept data. Wait until the printer signals ready. If necessary, press On Line.
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